“Da outra vez me atenderam melhor”: a importância da padronização do atendimento em restaurantes para a fidelização do cliente

Abstract

The aim of this work was to analyze the influence of standardization of customer service on customer loyalty through bibliographic review. Some relations that can help to understand the theme were discussed, such as the concepts of standardization and quality, the importance of the customer in the market and the strength he exerts in it, the operation of restaurants and their role in society. Finally, it was concluded that standardization provides improvements in the service by allowing errors to be seen more easily and brings satisfaction to the customer, as long as the service is good and hospitable, as they will always obtain the same quality in the service provided, making their return easier.