"Waitress! There's a Roach in My Hash Browns!" when Pleasing the Customer Becomes Lost in Other Issues (Case Notes) (Case Study‪)‬

CASE DESCRIPTION The primary subject matter of the case presented here focuses on how customers and employees can get overlooked when corporate officers must attend to legal issues which have been mandated in courts and published in national papers and journals. Secondary issues can be determined as students are encouraged to discuss training of employees and its impact on the five characteristics of service quality: reliability, responsiveness, tangibility, empathy, and assurance. As students discuss the characteristics of service quality, they can be encouraged to develop a perceptual map placing Denny's amongst its competitors based on the axes of quality service and training provided employees.