AD ALTA
JOURNAL OF INTERDISCIPLINARY RESEARCH
al., 2011). Among these attributes, food quality is the most
important dimension of the restaurant experience (Sulek &
Hensley 2004; i
n Marković et al., 2011). Although there is no
consensus on the individual attributes that constitute food
quality, the researchers focus on presentation, healthy options,
taste, freshness, and temperature (Namkung & Jang 2008; in
Marković et al., 2011).
5 Conclusion
We have to state that the results are average. On the other hand,
we cannot generalize the results. Still, we can say that better
results of mystery shopping evaluation had the resort
restaurants, the least points received by restaurants, which were
poorly marked, slow service, and language skills. However, we
find the reluctance of the staff to be the most significant
shortcoming. We recommend F&B managers to focus on this
issue and thus contribute to higher guest satisfaction. It is also
imperative to take an interest in the employees. Satisfied
employees equal satisfied guests. Unhappy employees lead to
unhappy guests. When employees are not happy at work, their
interactions with the guests can, and almost always will, suffer.
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Primary Paper Section: A
Secondary Paper Section: AK
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