The customer had a negative dining experience at an urban cafe in Saket, Delhi. They found a black stone in their schezwan sauce, which disappointed them and their friends. They complained to the manager, who acknowledged the mistake. While the ambience was nice, the poor food quality ruined the overall experience. The customer believes the management has become complacent and is relying more on their reputation than ensuring good service standards. They will not recommend the cafe to others or visit again.

1. Negatv servc experience.
naina

2. Negative service experience.
• Organisation : urban café, saket.
• Details : Bad service experience, found a black
stone in schezwan sauce.
• Comments : Unlike the feedback and the
reputation of the café, the food was not so good
and we found a black stone in our dish.
• Analysis : Me and my friends were highly
disappointed , complained the manager and the
chef himself accepted his fault and asked if he
could give another dish in lieu.

3. The ambience was elite, smooth background
music but the awful food spoiled the overall
experience of our dining at the café.
• The management is presumed to be carefree
and relying more on the established image
rather than delivering the expected standards.
• I would never recommend it to my friends
neither go there again.
• One good experience may generate positive
word of mouth but one bad may spoil it all.!!

4. Measures of service quality
It was a hard measure of the service quality,
Which can easily be observed and
counted, generally an outcome of some
operational processes in the delivery of
service.
I would rate reliability and assurance at a
lower level whereas the
tangibles, responsiveness and empathy on a
higher pitch for this particular service