Question

How do fast-food restaurants rationalize the process of providing food to customers, according to Robin Leidner in Fast Food, Fast Talk

Answer 1

According to Robin Leidner, fast-food restaurants rationalize the process of providing food to customers by developing standardized scripts for employees to use when dealing with customers.

There are many advantages associated with the fact that fast-food chains develop standardized scripts for customer service, as this way, they ensure compliance and quality of processes.

Standardization in fast-food restaurants therefore ensures faster service, mechanization of processes and higher quality in food production, since production and service standards must be followed in any unit of a fast-food chain.

Learn more about standardization here:

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