By Pam Simos Over the past few decades, restaurant operators have trained their team members that guest satisfaction depends on four concepts: Quality, Service, Courtesy and Cleanliness, or QSCC. Many companies adopted a QSCC philosophy without thinking too much about its real meaning. What does the “Q” in “quality” relate to? What areas do we need to clean? Are “service” and “courtesy” subjective or based on any real principles? What about value and pricingñwhere do they fit in? Aren't ...

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