Stress

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Abstract

ness School, Eastbourne, England. Lieutenant Colonel Peter A. Jones is head of the department of food and hospitality management at Bournemouth Polytechnic, Dorset, formerly known as the Dorset Institute of Higher Education. From the unique order-taking system at Wendy’s to the fish fork on the table in a finedining restaurant, new and unexpected experiences inevitably cause stress among uninitiated customers and jeopardize repeat business. After an explanation of where that stress comes from, we offer suggestions for putting your guests at ease and ways to attract new markets