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Stakeholder Service Perspectives: a Triadic Analysis of Service Quality in South Mississippi Fine Dining Restaurants

The primary goal of this study was to replicate and extend earlier work by Fallon and Schofield that examined the relationship between customer, wait staff and manager perceptions in fine dining restaurants. Subjects included 266 participants from three fine-dining restaurants in Hattiesburg, Mississippi. Participants completed a survey instrument revised from the Fallon and Schofield instrument. Participants ranked the most important question in each section of the survey instrument to determine which factor in each quality dimension was most important. There were no significant differences among the participants by restaurant. Composite data were examined to identify differences in perception among participants using analysis of variance. A relationship between wait staff and customers confirmed the earlier work by Fallon and Schofield that managers ranked quality service dimensions higher than other participant groups. Customers ranked service higher as compared with wait staff, which is a new finding for this research.