Stress
Cornell Hotel and Restaurant Administration QuarterlyPublished 1 November 1990
Peter A. Jones, Peter A. Jones
Citations22
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Abstract
From the unique order-taking system at Wendy's to the fish fork on the table in a fine-dining 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