It Was August 18, 2014, Just Another Beautiful Summer Day.

It was August 18, 2014, just another beautiful summer day. It was my first day back in the classroom as a third year teacher. I greeted all the smiling faces of my first graders that morning and rushed through the day, trying to get in everything that I had planned. The craziness of the first day of school quickly passed and before I knew it, it was time to start planning for the next day. But all I could think about was getting home and being with my 18-month old son. Before I had children, I would spend countless hours after school working, but once they came along, I vowed to not get burnt out in my profession and to spend the majority of my time at home with them. So, I left my piles of work at the classroom and headed home. I thought†¦show more content†¦My Daddy was a perfectly healthy man who only recently noticed a small lump on his cheek. How did that one little lump become a cancerous lymph node and change our lives? It was something that I would question constantl y. But through all of the heartbreak and anger, I continued to pray for peace, healing, and understanding. The next few weeks passed by slowly and in all honestly, it was all a big blur. My heart still physically and emotionally ached, and I was still trying to wrap my mind around everything. Before I knew it, it was September and time for my Daddy’s first chemotherapy treatment. My parents kept insisting that I didn’t need to go to the appointment with them, but I knew that I needed to go. Not only to support both of them, but also for healing for myself. As we walked into the chemo room, it was like reality slapped me in the face. Up until this point, I think I was in denial and not willing to fully accept what my Daddy’s future held. I can still visualize the room with all the chairs, monitors, and IV pumps. The next eight hours passed by quicker than I imagined that they would. My Daddy did fantastic with the treatment. As we left the doctor’s office, I still didn’t know what the future held. The only thing I knew for certain was that my perspective on life had changed. I knew that I had been going through the day-to-day routine and just walking through life. But was I actually living it? Was I spending my days doingShow MoreRelatedChild Pageants : A Beautiful Little Girl Who Participated At Pageants1976 Words   |  8 PagesPAGEANTS Phase 2 Aksinia Vorobei HHG 4MI Dr.Gaydos INTRODUCTION JonBenet Ramsey was a beautiful little girl who participated in pageants. She loved to play outside, hike, practise violin and rock climb. JonBenet and her mother had a hobby together: participating in pageants. It would seem that nothing can go wrong for a 6 year old beauty queen, but what happened was a shock - and still is. JonBenet was found murdered in her home, with the case never have been solved. Shes the face of childRead MoreLady Gaga case study11446 Words   |  46 PagesOCTOBER 15, 2011 ANITA ELBERSE MICHAEL CHRISTENSEN Lady Gaga (A) â€Å"Let’s get everyone in a room to discuss what to do,† said Troy Carter, manager of up-and-coming pop star Lady Gaga, to his assistant as he walked into his Santa Monica office. It was September 2009, a week after the MTV Video Music Awards (VMAs) ceremony that had seen Gaga win a coveted Best New Artist award and that had featured a spectacular performance of her hit song Paparazzi—ending with the singer-songwriter, covered inRead MoreCoca Cola As A Gender Oriented Branding Concept3402 Words   |  14 Pagesadvertisings, tasting experiments. My overall approach was to find a link between the packaging of the three main Coca Cola products; Coca Cola Classic, Diet Coke and Coke Zero; the message it’s sending and the client it is targeted for. First I had to study the substance inside the packaging to discover that these products fall into two groups; the diet group made of Diet Coke and Coke Zero, made out of the same ingredients and actually taste just the same but with different names and packages; andRead MoreFOOD TRUCK BUSINESS PLAN5258 Words   |  22 Pages EXECUTIVE SUMMARY 3 MANAGEMENT TEAM 5 ORGANIZATION PLAN 6 PRODUCT/SERVICE DEVELOPMENT PLAN 6 INDUSTRY ANALYSIS 7 OPERATIONAL PLAN 10 MARKETING PLAN 12 GROWTH PLAN 14 CONTINGENCY PLAN 15 FINANCIAL PLAN 16 FINANCIAL RATIOS 17 BREAKEVEN ANALYSIS 18 FINANCIAL GROWTH PLAN 19 REFERENCES 20 APPENDIX 21 START-UP FUNDS 21 SALARIES AND WAGES 22 FIXED OPERATING EXPENSES 23 PROJECTED SALES FORECAST 24 CASH RECEIPTS AND DISBURSEMENTS 25 INCOME STATEMENT 26 CASH FLOW STATEMENT 27 BALANCE SHEETRead MoreVWT Task 1 1014 Essay5448 Words   |  22 Pagesï » ¿Kimberly Patamia VWT Task 1 (1014) Student ID: 000376789 kpatami@my.wgu.edu I have been working as a registered nurse in Tacoma, WA since 2011 and I have chosen to assess the community health of Pierce County. Tacoma is the county seat of Pierce County and the largest city in the county and third largest city in the state (US Census Bureau, 2014). Pierce County is located south of Seattle and is comprised of 1,679 sq. miles, many of which front the Puget Sound. Northern areas of the countyRead MoreBelfast And Belfast Visitor Guide3467 Words   |  14 PagesAccording to uniquely Northern Ireland (2008), and Belfast visitor guide (2011), Belfast is the capital and the largest city of the Northern Ireland. The climate is mild as a result of Atlantic Ocean breezes and the Gulf Stream, with comfortable summers and temperate winters, snow is uncommon, and however rainfall is heavy. Belfast has warmth and hospitality quite unlike anywhere else. Belfast is situated at the mouth of the River Lagan on the borders of County Antrim and down in the province ofRead Mo reBusiness Plan Capstone6220 Words   |  25 Pages12 D2. Price List 13 D3. Promotional Strategy 14 D4. Sales Forecast 14 E. Implementation Strategy 17 E1. Overall Strategy 17 E2. Monitoring Plan 17 F. Financial Statements and Projections 18 F1. Revenue and Cost Estimate†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.18 F1. Forecasted Profit and Loss Statement 18 F2. Forecasted Balance Sheet 19 G. Financial Report 19 G1. Financial Projections 19 G2. Financial Position 20 G3. Estimated Capital/Investment Needs 20 H. References†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Read MoreA Brief Note On The Soviet Revolution Of Russia Essay9167 Words   |  37 Pages Country Notebook Of Russia By syed abdul ahad @01374849 Executive summary Russia was previously known as the Ussr , Ussr was a communist regime in which the government had held a lot of power and there were no free markets , it had major issues such as corruption this was shown in world war 1 under the czarist regime the failure of the Ussr led to the creation a Russia as we know today . The modern Russia is a thriving country with great technological advancements in nuclear physics , theRead MoreThe Walt Disney Company and Disney Management25371 Words   |  102 PagesUltrasound Machines, India, China, and a Skewed Sex Ratio CASE 2ïš º1 The Not-So-Wonderful World of BONJOUR, MICKEY! In April 1992, EuroDisney SCA opened its doors to European visitors. Located by the river Marne some 20 miles east of Paris, it was designed to be the biggest and most lavish theme park that Walt Disney Company (Disney) had built to date—bigger than Disneyland in Anaheim, California; Disneyworld in Orlando, Florida; and Tokyo Disneyland in Japan. Much to Disney management’s surpriseRead MoreUnit 15- P1 Til M310945 Words   |  44 Pagestargets.................................................23 9. Merit 3 - Asses ways of achieving the level and types†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦26 l.koo@zadkine.nl Preface In this assignment I am going to write about developing of a career in business. I was always thinking how my future would look like and what a person I want to be, what I want to do and how I will come there. This unit does help me because I thought it would be easy to achieve my dream. With this plan I can think about which resources

Smoking Ban Persuasive Essay - 985 Words

BACKGROUND INFORMATION For several decades, smoking remains one of the most common and most unhealthy of human habits. Smoking, specifically in public, had generally been regarded as a personal choice that bystanders had little control over. Now for the first time, the act of public smoking is becoming regulated, even restricted in many cities worldwide. The city of Columbia has recently implemented a ban on smoking in efforts to reduce the negative effects of smoking on employees and customers of restaurants and bars. The issue is that smoke directly affects everyone in the vicinity of a public place, restaurant or bar. Based on the evidence that a ban on smoking prevents secondhand smoke, deters the unhealthy habit of smoking, does†¦show more content†¦A study in El Paso, Texas, proved that a smoking ban did not affect business. By comparing revenues from restaurants, bars, and retail establishments twelve years before and one year after the smoking ban was passed, the results of the study showed that there was no statistical difference in revenue (Huang). Another similar study conducted in New York City, New York, showed that businesses were not only unaffected by the smoking ban but eventually thrived, as tax receipts increased eight point seven percent. In addition, employment in restaurants and bars increased by 10,600 jobs in New York since the smoking ban began (The State). Thus, the claim of business in Columbia negatively affected from the smoking ban is inaccurate. Many critics claim that a smoking ban harms business in Columbia, because a few restaurants and bars have closed since the ban was in enacted. However they have failed to supply viable evidence that a smoking ban negatively affects business, forgetting to count for others factors such as bad food, location, and poor business decisions by owners. Besides not affecting business, a smoking ban deters smoking in general. With the ban in place it allows those who want to quit smoking the incentive to quit. A contributing factor to this is inhaling tobacco actually increases the number of receptors in the brain that crave nicotine. So, if there is no smoke being inhaled peopleShow MoreRelatedThe Need to Ban Smoking in Public Places: A Persuasive Essay744 Words   |  3 Pagesor not to ban smoking in public places has been ongoing for quite a long period of time. While there are those who are opposed to the banning of smoking in public places, quite a number of studies conducted in the past have clearly demonstrated that second-hand smoke has serious health implications for nonsmokers. In this text, I concern myself with the need to ban smoking in public places. Smoking in Public Places In the past, there was a widely held assumption that cigarette smoking only harmedRead MoreSmoking Is Bad For Your Health749 Words   |  3 PagesSmoking is bad for your health Thesis Statement: Not only is smoking cigarettes bad for the person both short and long term but those around are affected by the secondhand smoke. Summary: With over 300 million smokers around the globe it begs the question how is their choice to smoke cigarettes affecting not only themselves in the short run but also overall. Short term effects include frequent cough, colds, bronchitis, as well as pneumonia. The long-term effects are much grimmer than the short termRead MoreThe Issue Of Childhood Obesity Essay3223 Words   |  13 Pagescontemporary society. Building an advocacy platform centered on two operative childhood obesity aspects; The Power Up Initiative and Coordinated Approach to Child Health (CATCH) may do just that well. The prospective public-based advocacy platform in this essay will address what prerequisites to be incorporated in school as well as after-school plans to uphold health and deterrence of obesity. The program also requires a particular strategy on what and how to educate local nurses and pediatricians regardingRead MoreImpact of Print Media on Society10439 Words   |  42 Pagesfor Alcohol Use.......................................................................25 Media Literacy as Intervention for Violence ............................................................................26 Media Literacy as Intervention for Smoking ............................................................................27 Media Literacy as Intervention for Sexual Objectification ............................................. .........28 Media Literacy as Intervention for Eating Disorders Read MoreInfluence of Hollywood films on the moral Values of Nigerian youths5511 Words   |  23 PagesCHAPTER ONE INTRODUCTION 1.1. BACKGROUND OF THE STUDY The mass media exert great persuasive effects on the thoughts and behaviors, by encouraging people into new lifestyle patterns, fashion, etc. Among all media, films play a major role in affecting the thinking pattern of the society (Evra, 1990). Films also referred to as motion pictures, involves projecting a series of images into the screen to create an illusion of motion. It is one of the most popular forms of entertainment, enabling peopleRead MoreAuditors Independence Case Study14460 Words   |  58 Pagesstipulation that auditors rotate assignments every five years. Yet the act in fact only requires the rotation of the lead audit partner, not the audit firm itself. Press reports also have highlighted the act’s ban on the provision of nonaudit services but typically ignored two facts: (1) the ban omits important services, such as tax services, and (2) Provision 201b of the act allows the new PCAOB to â€Å"exempt any person, issuer, public accounting firm, or transaction from the prohibitions on the provisionRead MoreRastafarian79520 Words   |  319 Pageswere monumental times, and these men, fully steeped in the apocalyptic visions of the world, saw something important in all of these happenings. I grew up in Jamaica at a time when Rastas were still regarded as useless, lazy, half-insane, ganja-smoking illiterates who were of no value to society. Teachers, students, ofï ¬ ce workers, and anyone of social importance could not grow locks, and families would go into mourning when their sons would start sprouting them. I heard the term â€Å"black heart man† Read MoreStephen P. Robbins Timothy A. Judge (2011) Organizational Behaviour 15th Edition New Jersey: Prentice Hall393164 Words   |  1573 PagesCommunication 341 †¢ Nonverbal Communication 341 Organizational Communication 342 Formal Small-Group Networks 343 †¢ The Grapevine 343 †¢ Electronic Communications 345 †¢ Managing Information 349 Choice of Communication Channel 350 xiv CONTENTS Persuasive Communications 351 Automatic and Controlled Processing 351 †¢ Interest Level 352 †¢ Prior Knowledge 352 †¢ Personality 352 †¢ Message Characteristics 352 Barriers to Effective Communication 353 Filtering 353 †¢ Selective Perception 353 †¢ InformationRead MoreLibrary Management204752 Words   |  820 Pagesfactors that make it more necessary than ever to systematically plan and develop library and information services? In thinking about the assignment, and before even reading articles and treatises on change, what are your initial reactions? Present a persuasive argument to the group as you break out into discussions on this theme. Such a dynamic environment provides new challenges and opportunities to revitalize and redefine organizations as well as reinvent information sources and services for both growth

The Day that changed my life forever free essay sample

It was a typical Sunday morning; I was in my bed sleep, completely oblivious to what was going on across the hall in my mother’s room. That’s when my little sister came in my room to tell me that my mom was crying. I didn’t believe her so I got up to see for myself. I’ve never heard my mother cry before so I thought she was laughing. I stood in the doorway for about five minutes when she looked at me with tears in her eyes and told me that my grandmother died in her sleep last night from a heart attack. I was in complete shock, I didn’t know if I should be sad, mad, devastated, or anything like that. I couldn’t believe that was she gone just like that. The day before, when I last visited her, she looked completely healthy. She was smiling and happy so when I heard she had a heart attack I kept thinking how, how could she be gone so suddenly. We will write a custom essay sample on The Day that changed my life forever or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Later on that Sunday, we went to her house to see how her brother was holding up. He asked me if I wanted to go in the house but I said, â€Å"No, I don’t want to go in there right now†. When he asked me why, all I said was, â€Å"I’m just not ready. † I couldn’t handle going in there because of all the memories that were in that were in her house and because of the fact that I was vulnerable, I was still in shock and afraid. For the next few days, all I could think about was her. When I went to class the next day, I didn’t say anything; I couldn’t even focus on my work, because I missed her so much. To me, my grandma was the rock that kept my family strong. She was what held us together at the seams. My grandma could make anyone laugh no matter what, and she helped any and everyone she could. She taught me things that would eventually help me in the future. After she died, my family just fell apart because we didn’t know what to do. We were afraid that we would break apart at the seams. We didn’t know who to turn to for advice, we were lost. Her death hit me the hardest because she was my best friend; we had a special bond that no one could break. I knew that one day that she was going back to her home with the God; I just didn’t expect it to happen so soon. There were still things I still wanted to do with her, places I wanted to go with her. Since I knew that she died, I knew that I would have to find some way to control my emotions, which is why I started writing poetry. Poetry helps me get my feelings out so that I could focus on my schoolwork and get my life on track. I know that she’s still watching over me, making sure that I grow into the mature young lady she knows I am. I’ve talked to her in my dreams many times, but it’s not the same as seeing her, and talking to her face to face. She was very influential and inspiring to me, because no matter what was going on in her life, she always had a smile on her face. She was the only person who I could talk to about anything, now I don’t know who I can talk to because her advice made me who I am today. My only regret is that I didn’t attend her funeral simply because I couldn’t bear the thought of seeing them putting her in the ground. Her death made me realize that your life can end at any moment, so you should live your life to the fullest, because you’ll never know when your time on Earth is up.

Service Quality, Customer Satisfaction, and Behavioral Intentions in Fast-Food Restaurants Essay Example

Service Quality, Customer Satisfaction, and Behavioral Intentions in Fast-Food Restaurants Essay The current issue and full text archive of this journal is available at www. emeraldinsight. com/1756-669X. htm IJQSS 1,1 Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants Hong Qin and Victor R. Prybutok Information Technology and Decision Sciences Department, College of Business Administration, University of North Texas, Denton, Texas, USA Abstract Purpose – This study aims to explore the potential dimensions of service quality, and examine the relationship among service quality, food quality, perceived value, customer satisfaction and behavioral intentions in fast-food restaurants (FFRs). Design/methodology/approach – The construct reliability and validity was assessed using exploratory factor analysis and con? rmatory factor analysis. Structural equation modeling was employed to estimate the relationship among service quality, customer satisfaction, and behavioral intentions. Findings – Results indicated that ? ve dimensions were signi? cant: tangibles, reliability/ responsiveness, recovery, assurance, and empathy. Service quality and food quality were two main determinants of customer satisfaction. The insigni? ance of perceived value is potentially due to the homogeneous nature of the construct within the FFR group rather than the importance of the perceived value construct within food service. Originality/value – The FFR success model, using the original ? ve in the SERVPERF scale and another new dimension â€Å"recovery† to measure service quality, was empirically examined in the fast food industry. Several potential antecedents of sat isfaction, including service quality, food quality and perceived value were also tested. Keywords Consumer behaviour, Customer satisfaction, Fast foods, Customer services quality We will write a custom essay sample on Service Quality, Customer Satisfaction, and Behavioral Intentions in Fast-Food Restaurants specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Service Quality, Customer Satisfaction, and Behavioral Intentions in Fast-Food Restaurants specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Service Quality, Customer Satisfaction, and Behavioral Intentions in Fast-Food Restaurants specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Paper type Research paper 8 International Journal of Quality and Service Sciences Vol. 1 No. 1, 2009 pp. 78-95 q Emerald Group Publishing Limited 1756-669X DOI 10. 1108/17566690910945886 1. Introduction Customers’ evaluations of the service quality are critical to service ? rms that aim to improve their marketing strategies (Cronin and Taylor, 1992; Jain and Gupta, 2004; O? r and Simonson, 2001). Firms that provide superior service quality also have a more satis? ed customer base (Aaker and Jacobson, 1994; Gilbert et al. , 2004; Gilbert and Veloutsou, 2006). Customer satisfaction is viewed as in? encing repurchase intentions and behavior, which, in turn, leads to an organization’s future revenue and pro? ts. As a result of the direct link with pro? ts, the issue of service quality and customer satisfaction has become a focus of the hospitality industries. More and more companies are compelled to assess and improve their service quality in an effort to attract customers (Gilbert and Veloutsou, 2006). There are some academic studies to address the service quality and customer satisfaction in fast-food restaurants (FFRs) (Brady et al. 2001; Gilbert et al. , 2004; Kara et al. , 1995; Lee and Ulgado, 1997; Qin and Prybutok, 2008); however, most of the studies are limited to the relationship between customer satisfaction and service quality. Some other potential determinants of customer satisfaction such as food quality and perceived value are ignored. Furthermore, to the best of our knowledge, very few studies have examined the recovery ability of FFRs, much less of its effect on the perceived service quality or customer satisfaction. Understanding the interplay between the recovery mechanism and customer behavioral intentions is important, because better recoveries increase the customer’s propensity to return to the same service provider whereas ineffective service recovery may reinforce the customer’s dissatisfaction with the service (Harris et al. , 2006). However, service recovery is not considered in the well-known SERVPERF model even though some ? ndings suggest that recovery dominates formation of customer satisfaction and behavioral intentions (Spreng et al. , 1995). This study contributes to the investigation of the above issues. First, we seek to develop a FFR success model by examining the key dimensions of service quality in the fast food industry. Speci? cally, another potential dimension, recovery, is incorporated into the SERVPERF instrument. After establishing suf? cient reliability and validity of this instrument, we proceed with the second objective – to examine the relationship among service quality, food quality, perceived value, customer satisfaction, and behavioral intentions. The organization of this paper includes another ? e sections. The theoretical foundation of perceived service quality and its dimensions are reviewed in the next section, followed by the research methodology including the development of the instrument. Then, the data analysis and ? ndings of this study are presented, followed by the conclusions and managerial implications. The paper concludes with a section on the limitations of this work and potential future research. 2. Theoretical foundation The importance of service quality is substantially addressed in the fast-food management literature. Superior service leads to satis? ed and loyal customers whose continued patronage is essential to the success of FFRs. Conversely, poor service quality increases customer dissatisfaction and the likelihood that customers dine at a competitor’s FFR and/or become an active champion in persuading others to go elsewhere (Gilbert et al. , 2004). Hence, it is crucial for service managers to understand how customers perceive the service they provide, and what components might determine the nature of the perceived service quality in FFRs. 2. Measurement of service quality Over the past two decades, the research related to perceived service quality has swelled enormously. An important contribution to that research stream is Parasuraman et al. ’s (1988) 22-item SERVQUAL scale. This scale measures service quality by the degree of discrepancy between customers’ normative expectations for the service and their perceptions of the providers’ actual performances (Parasura man et al. , 1985, 1988). Five dimensions are unsheathed as the main attributes of service quality across a variety of services. These dimensions include tangibles, reliability, responsiveness, assurance, and empathy. Subsequent empirical works have applied the SERVQUAL instrument to measure service quality in a variety of business settings (Bojanic and Rosen, 1994; Fu and Parks, 2001; Furrer et al. , 2000; Gounaris, 2005; Heung et al. , 2000; Lassar et al. , 2000; Lee and Ulgado, 1997). Service quality in restaurants 79 IJQSS 1,1 80 Although the SERVQUAL instrument is employed enthusiastically, it has received heavy criticism from both a theoretical and practical perspective. The issues questioned include the use of gap scores, the overlap among ? ve dimensions, poor predictive and convergent validity, the ambiguous de? ition of the â€Å"expectation† construct, and unstable dimensionality (Babakus and Boller, 1992; Carman, 1990; Peter et al. , 1993; van Dyke et al. , 1999). By discarding the expectation portion in the SERVQUAL model, Cronin and Taylor (1992) justify their SERVPERF or performance-only instrument in place of the gap measurement approach. In addition, they provide empirical evidence that the SERVPERF instrument outperforms the SERVQUAL scale across four industries: fast food, dry cleaning, banks and pest control. The performance-only measures are used and suggested by many scholars in various industries (Gilbert et al. 2004; Keillor et al. , 2004; Law et al. , 2004; Parasuraman et al. , 1994; van Dyke et al. , 1997). In addition to the research of Cronin and Taylor (1992) in fast food industry, Jain and Gupta (2004) compare weighted and un-weighted versions of the SERVQUAL and SERVPERF instruments by conducting a survey of FFR customers in India. They ? nd that the SERVPERF scale is more effective in explaining the service quality constructs and variations in service quality scores within the restaurant industry. For the purpose of this study, we are following Cronin and Taylor’s conceptual model and use performance only to measure service quality. Several previous studies suggest that modi? cation of SERVPERF is necessary for application to different service industries (Andaleeb and Conway, 2006; Carman, 1990; Olorunniwo et al. , 2006). This served as an impetus to investigate other in? uential components of service quality within the fast-food industry. Speci? cally, we investigated 60 customer reviews of FFR service at: www. my3cents. com. From those reviews, we gleaned that most of the customers experiencing dissatisfactory service were complaining about the poor resolution of their negative experience rather than the service incidence itself. This supports the contention that most customers can accept that service is not ? awless and mistakes are tolerated if they believe that the restaurant is concerned about resolution of the service problem. This is consistent with prior ? ndings in the literature (Bitner et al. , 1990; Heskett et al. , 1994; McColl et al. , 2005). Failure itself does not necessarily lead to customer dissatisfaction; however, failure to handle recoveries effectively can lead to lost customers and negative word-of-mouth (Heskett et al. , 1994; McColl et al. , 2005).