DINESERV:

Abstract

This study presents the findings from a pilot test (N = 600) that was designed lo develop and test an instrument which can help restaurants measure, assess and manage the quality of their guest service. First, it briefly discusses Ihe development of DINESERV, an index to measure consumer expectations for Service Quality in their restaurant experiences. It next considers its use in differentiating these expectations based on restaurant segment: (1) quick service, (2) casual/theme, and (3) fine dining. Finally, it offers implications for future research and application of the index.