A Restaurant Manager Tracks Complaints from the Diner Satisfaction Cards

question 120

Multiple Choice

A restaurant manager tracks complaints from the diner satisfaction cards that are turned in at each table. The data collected from the past week's diners appear in the following table.
Using a classic Pareto analysis, what bottom categories comprise about 20% of the total complaints?

• A) Order mistake, Too expensive, Food temperature
• B) Slow service, Order mistake
• C) Food taste, Food temperature, Slow service
• D) Food taste, Table/utensils dirty

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Definitions:

Passive Avoidance Learning

A type of learning in which an individual learns to refrain from engaging with a negative or harmful stimulus.

Negative Reinforcement

A behavior modification technique where the removal of an undesirable or unpleasant outcome following a desired behavior increases the likelihood of that behavior in the future.

Omission Training

A behavioral modification technique involving the removal of a positive stimulus to decrease the likelihood of a behavior recurring.

Proactive Interference

The tendency of previously learned material to hinder subsequent learning.