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Title: Service quality of coffee cafes in Singapore
Authors: Chua Lay Yong, Lim Lay Se, Low Puay Joo Kelly
Keywords: DRNTU::Business::Marketing::Customer services
Issue Date: 1997
Abstract: This study analyses the service delivery process in the local coffee cafe industry. It seeks to identify any gaps between management specifications and staff delivery of service, and between customers' expectations and perceptions of the quality of service delivered by staff. The three coffee cafes selected for our studies include Brew Heaven Cafe, Burke's Coffee and Spinelli Coffee Company. This study helps the coffee cafe industry to evaluate their present marketing strategies and provide insights into areas requiring improvement.
Description: 242 p.
Rights: Nanyang Technological University
Fulltext Permission: restricted
Fulltext Availability: With Fulltext
Appears in Collections:NBS Student Reports (FYP/IA/PA/PI)

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