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The food and beverage sector grew out of simple origins: as people
travelled from their homes, going about their business, they often had a
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became more diverse.so too did the offerings of the food and beverage
sector.
deal with customer complaints at some point in their career. Whether it's
Having a well oriented team from line staff to the top line management
know how to deal effectively with customer complaints. Things are bound to
go wrong once in a while no matter how hard you try. Food gets burned,
orders get forgotten in the middle of a dinner rush and peak hours or new
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Significance of the study
The findings of the study would help the waiters also their company to
be aware that proper handling of customer complaints and concerns will help
will be good examples for the researchers dealing with relevant problems of
Students. It can help the students know that skills and knowledge is helpful
Customer. It will also benefit the customers in their awareness about the
CONCEPTUAL FRAMEWORK
Figure 1 shows that the researcher used to answer the problems rise
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identify the advanced knowledge of food and beverage services students.
Then, the researcher assessed the knowledge, skill, and attitude of the
researcher was able to design an action plan suited to the learners’ needs.
Conceptual Framework
Feedback
Figure 1. Research Paradigm
Figure 1
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STATEMENT OF THE PROBLEM
concerns?
Null Hypothesis
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Definition of Terms
food server.
the guest
Guest. It refers to the person who consume the products ask for good
service.
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12 food and beverage services students in Rizal experimental station and
pilot school of cottage industries who attended the work immersion for the
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PART II
This part explores the related and the relevant previous studies
conducted in this area. It focuses on what previous studies have said about
from journals, web articles, books, news reports and other sources
considered to be credible.
buying process or during the consumption. Hoyer & McInnis (2010) further
perception. This view is very significant in the services domain since quality
in services can affect customer outcome and service process (Hansen et al.,
2009).
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Complaint management is the way in which companies systematically
1980).
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sector that there is a growing interest in understanding how customers
behavior.
Tronvoll (2007) adds that higher information control and weaker ties
(Tronvoll, 2007).
service (Kim et al., 2003; Ndibusi & Ling, 2006). There is need of feedback
and action to reduce their negative effect. Basing on the above, marketers
customer complaints.
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Information and feedback from customers are generally acknowledged
after service failure dissatisfaction, but exit (Tax et al., 1998). Therefore,
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perceived expectation. Negative disconfirmation occurs when the service
consumers, service failures may still occur because of the critical service
However, many consumers who are dissatisfied may not take any
complaint actions, and those who take actions expect to get justice (Gruber
et al., 2009). For customers who feel that justice was not served, they are
likely to feel angry, and may engage in negative WOM or may exit (Brodgett
& Anderson, 2008). It has been argued that organizations may recover
Complaints and the processes for handling them are important issues
for service providers because they have the potential to have an adverse
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areas of research are on the motivation or antecedents for complaining
customers to complain so that they can solve the problem and retain the
satisfaction.
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Organizations keep trying to improve the service quality but basing on
of expectations (Szymanski & Henard, 2001) while another study has looked
2008). To address this research gap, the researcher ought to develop and
al. (2006) suggest that the outcome dimension is more important when the
question. Kau & Loh (2006) contends that service recovery involves
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interaction between a service provider and a customer; a shortfall in the
complaint takes place. This should be seen in the form of the quality of the
reply, ability to address customers concern and perception and plan for
stage process starting with an in-depth analysis and strategic use of past
complaints and results Adams (1993). Cook & Macaulay (1997) deal with the
attitude towards complaints, fast reply and simple solution, and that
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management which advocates for the process by which complaints are
convinces his/her customers that complaints are welcome and that they will
are a natural consequence of any service. This may imply that if a trainee
complaint or, even worse, if the customer doubts the retailers interest in
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On Determine Improved Ways of Handling Customer Complaints.
aware of the given answer and of the future repurchase behavior, but how
justice (Blodgett, Granbois & Walters, 1993; Blodgett, Hill & Tax, 1997). This
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outcome of the recovery effort. Procedural justice is related to the adopted
common agreement about which dimension of justice has the largest impact
on consumers (Kau & Loh, 2006, p. 107) while it is reasonable to think that
perception and the subsequent behavior (Blodgett, Hill & Tax, 1997, p. 190).
if the problem has been completely solved but the procedure is considered
has focused on six complaint handling factors which influence the perceived
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the psychology compensation. Credibility is the measures adopted in order
service.
It has been said that attracting a new customer can cost five to 10
an issue resolved will tell three to five people about their positive
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Blodgett and Anderson, (1994) contend that prior research demonstrates
justice is not served likely become even angrier, engage in negative WOM
shows that the relationship between the customer and the service provider is
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PART III
This part details the methodology used to execute the project. This
included the research approach and design, the population, sample and
in the study.
Research Design
The position is held by Britton & Garmo (2002) that a research sample size
The researcher will ask permission to their adviser before conducting the
opinions and responses (Britton & Garmo, 2002). Yin (2005) posits that a
credible results. Britton and Garmo (2002) opine that survey questionnaires
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Data Gathering procedure
The first step before going the survey proper is to make a request
letter. Upon approval the researcher retrieves the letter. The school principal
as well as the class adviser and other faculty members were selected in
the time allotted for vacant to avoid distractions of class discussion. The
student responses were given enough time to answer the question. After the
data gathering the researcher now collected it for tallying the scores and to
This part contains of statistical tool used in the study which contains
that exist for each data point or grouping of data points. It is a particularly
Simple frequency counts and percentages will be used in the study. It made
use of the descriptive approach in the presentation of the data. Tables and
gathered data and information. The data gathered will ensure their validity
and reliability.
the weighted mean. To get the percentage of the frequency distribution, the
number of population and the quotient was then multiplied by one hundred
𝑓
1. The formula is Ρ = × 100
𝑁
Where:
f= frequency
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n=number of respondents
% percentage
Constant=100
𝑓𝑥
𝑥=
𝑛
Where:
F is the frequency
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PART IV
Table1.
Female 32 53%
Male 28 47%
Total 60 100%
respondents are female which constitutes 53% of the total population and
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Table 2
17 17 28%
18 37 45%
19 9 15%
20 4 7%
21 2 3%
24 1 2%
Total 60 100%
age 17, 37 or 45% of the total population age 18. 9 or 15% of the total
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Table 3
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Table 4
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Table 5
1. I apologize 3.74 1
immediately for
inconvenience for my
service.
1. I respect their 3.65 3
complaints and see it
as a positive
perspective.
3. I listen carefully to 3.66 2
the complaining
guest.
4. I politely ask for 3.58 5
the issues or concern
from the guest.
5. I keep calm while 3.62 4
talking to the guest.
Average mean 3.67 Always
The table 5 shows that most of the respondents are having good attitude in
Legend:
0.1-1 never
1.1-2 rarely
2.1-3 sometimes
3.1-4 always
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KNOWLEDGE
3.6
3.5
3.4
3.3
weighted mean
3.2
3.1
3
2.9
QUESTION 1 QUESTION 2 QUESTION 3 QUESTION 4 QUESTION 5
Figure 1
their fault in terms of their service. However they are least knowledgeable in
SKILLS
3.6
3.5
3.4
weighted mean
3.3
3.2
3.1
QUESTION 1 QUESTION 2 QUESTION 3 QUESTION 4 QUESTION 5
Figure 2
This graph present that respondents are mostly used polite, positive tone in
Figure3.
The graph revealed that respondents are polite in asking for the issues and
concerns of the guest. While they are mostly keep calm while talking to the
guests.
concerns?
The second problem of this study looks into the problems encountered by
instances that they encountered problems in applying work ethics and they
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PART V
This part contains the summary, conclusion and recommendation of the data
gathered.
Summary of findings
Conclusions
Base on the findings of the study, the following conclusions were drawn.
1. The researchers assert that food and beverage services students have
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2. The researchers believe that the food and beverage services students
had the knowledge, skills and they showed good attitude in handling
Recommendation
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Appendices
BERNADETTE S. AGUSTIN
SHS Assistant Principal I
Rizal Experimental Station and Pilot
School of Cottage Industries
Jenny’s Avenue Maybunga, Pasig City
Dear Madam:
Greetings!
We, the Grade Twelve Senior High School Student are presently conducting our
research paper entitle” Assessment in the performance of Food and Beverage
Services students in handling customer complaints and concerns ” as a requirement
in the subject Inquiries, Investigation and Immersion.
In this connection, please allow us to conduct our research to the selected food and
beverage services student of RESPSCI.
Thank you very much for the kind consideration and cooperation. We believed that
this research paper will provide great benefits not only to the student members but to the
entire school work immersion program progress.
Respectfully yours,
s
ANILITA ABUNDO
NIKKI IMBANG
GESSYLYN RIVERA
MICHAELA ALAVER
REGINA SAPATUSE
Noted by:
AILENE FERRER
III Teacher
Approved by:
BERNADETTE S. AGUSTIN
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SHS Assistant Principal
LETTER OF VALIDATION
Rizal Experimental Station and Pilot
School of Cottage Industries
Jenny’s Ave. Extension Maybunga, Pasig City
Madam:
Good day!
On this note, we humbly ask for your expertise to validate the attached
research-made survey questionnaire we prepared in this study.
Respectfully yours,
ANILITA ABUNDO
NIKKI IMBANG
GESSYLYN RIVERA
MICHAELA SALAVER
REGINA SAPATUSE
Noted by:
AILENE D. FERRER
III Teacher
Approved by:
Thank you for your contribution in the study about “Assessment in the
Performance of Food and Beverage Services Students in handling Customer
Complaints and Concerns”. The information shared will be valued and will
be treated with confidentiality.
Skills 4 3 2 1
Knowledge 4 3 2 1
1. I can handle customer complaints and
concerns.
2. I can immediately take action when the
customer complains.
3. I can determine when a customer is not
satisfied with my service.
4. I can apply work ethics in handling
customer complaints and concerns.
5. I can accept my fault in terms of my
service.
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Attitude 4 3 2 1
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LIST OF REFERENCES
Journals
Adamson, C. (1993). Evolving complaint procedures. Managing service
quality, 3(2), 439444
Blodgett, J.G. & Anderson, R.D. (2000). A Bayesian network model of the
consumer complaint process. Journal of Service Research, 2, 4, 321-38.
Blodgett, J.G., Granbois, D.H. and Walters, R.G. (1993) 'The effects of
perceived justice on complainants' negative word-of-mouth behavior and
repatronage intentions', Journal of retailing, 69 (4), pp. 399-428.
Blodgett, J.G., Hill, D.J. and Tax, S.S. (1997) 'The effects of distributive,
procedural and interactional justice on post-complaint behavior', Journal of
retailing, 73(2), pp. 185-210.
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Blodgett, J.G., Wakefield, K.L. and Barnes, J.H. (1995) 'The effects of
customer service on consumer complaining behavior', Journal of services
marketing, 9 (4), pp. 31 – 42.
Britton & Garmo (2002). The theory of the estimation of test reliability.
Psychometrika, 2, 151-160.
Cardozo, Richard, N.. (1975). How image vary by product class. Journal of
Retailing, 50, 71-78.
Casado.A, Nicolau.J and Mas.F (2011) “The harm full consequence of failed
recoveries in the banking industry”, International Journal of Banking, Vol 29
No1, p.32-49.
Chase, R. B., & Dasu, S. (2001). Want to Perfect your Company's Service?
Use Behavioural Science. Harvard Business Review, 79, 79-84
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Cooper and Schindler, (2003). The Problem of Statistical Power in MIS
Research, MIS Quarterly, 5:1, March, 87-106.
Crie, D., & Ladwein, R. (2002). Complaint letters and commitment theory:
an empirical approach in mail order selling. Journal of Targeting,
Measurement and Analysis for Marketing, 11 (1), 45 – 55.
Davidow, M., & Dacin, P.A. (2007). Understanding and influencing consume
complaint behaviour: improving organizational complaint management.
Advances in Consumer Research, 24, 450 – 456.
Duffy, J.M. Miller, J.M. & Bexley, J.B. (2006). Banking customers' varied
reactions to service recovery strategies. International Journal of Bank
Marketing, 24, 2, 11232.
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Fraenkel, J. R., & Wallen, N. E. (2003). How to design and evaluate research
in education (5th ed.). Boston: McGraw Hill.
Gee, R., Coates, G., & Nicholson, M. (2008). Understanding and profitably
managing customer loyalty. Marketing Intelligence & Planning, 26(4), 359–
374. doi:10.1108/02634500810879278
WEBSITES
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1%24s
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https://www.instituteofcustomerservice.com/research-insight/guidance-
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handling-research-2016.pdf
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