WVSU Cafeteria’s Catering Services: Happy Tummy or Not?

by: Maria Roselle Silao-Udang

Publication Date: March 10, 2017
Length: 9 pages
Product ID#: 1-009-800

Core Disciplines: Communications, Leadership/Organizational Behavior, Strategy & Management

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Description

Jenny Calabio, as director of the University Resource Generation Program (URGP) of West Visayas State University, oversees the University Cafeteria and its major income-generating activities. One of these activities – catering the official functions of the University such as meetings, conferences, assemblies, and the like – is getting complaints about quality and service. Calabio has to act quickly to find structural remedies to these problems before his customers hire external caterers to provide food and services for their events.

Teaching Objectives

After reading and discussing the material, students should:

  • Examine service gaps in a catering function.
  • Handle customer complaints effectively.
  • Formulate service recoveries in response to customer complaints.