Compile a behaviour observation sheet similar to that in Box 9.5 in respect of either your job or that of a friend. Use this to compile a record of the behaviours observed.

Data from in Box 9.5

Transcribed Image Text:

Box 9.5 Focus on student research Observing staff behaviours at Fastfoodchain Sangeeta worked at Fastfoodchain for her holiday job. She ame interested in measuring service quality in her course and decided to do a preliminary study of customer interaction at Fastfoodchain. Fastfoodchain has restaurants all over the world. Central to its marketing strategy is that the customer experience should be the same in every restaurant in every country of the world. An important part of this strategy is ensuring that customer-facing staff observe the same behavioural standards in every restaurant. This is achieved by defining precise standards of