Complaint behavior on too long waiting or service delay: Analysis based on customer genders and occupations - Theory and Practice in Hospitality and Tourism Research - page 369

held by the customers, but rather improving their
service by delivering more prompt and efficient to
the customers and increase staff attitudes to an
acceptable level. This approach would help the
staff to better understand the importance service
delivery in food business operation.
As a conclusion, it is hoped that the recommen-
dation and information flow from this study could
facilitate Gerai operators to better understand
customer needs, therefore can well position them-
selves and be more competitive in the fast growing
trend of restaurant businesses. Finally, managing
customers waiting is becoming an important and
critical as the world economy progressively turn
into service orientation.

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