Let’s hope it’s familiarity that’s breeding customer contempt for large casual dining chains and not their food and service. As the results of the just-released American Customer Satisfaction Index (ACSI) make clear, it’s smaller chains and independent restaurants that are delivering what diners expect from a full-service restaurant experience these days. Customers are still somewhat enamored with the big chains, but they love them a little less—in some cases, a ...

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