Consider Sign Seen Local Restaurant Go Orders Include Complimentary Chips Salsa Questions Q34201805

Consider this sign seen in a local restaurant: “To-go orders do NOTinclude complimentary chips and salsa. If you have any questions,see our management, NOT our employees.”What impact does this message have on its employees, theirservice processes, and customer satisfaction? Contrast thisapproach with the one taken by a five-star restaurant. Are thedifferences primarily due to different competitivepriorities?

Expert Answer

This kind of sign is a clear indication that the employeesworking in the restaurant do not have any decision making freedomand the decision making is a centralized activity centered at themanager. The employees do not have any freedom and authority totake even the