Customer contact is a crucial element in food service. But how much actual contact do restaurant guests experience, and how much time do food servers' other tasks require? Here’s a method to use in answering those questions.
Kimes, S. E., & Mutkoski, S. A. (1991). Assessing customer contact: Work sampling in restaurants [Electronic version]. Cornell Hotel and Restaurant Administration Quarterly, 32(1), 82-88. Retrieved [insert date], from Cornell University, School of Hospitality Administration site: http://scholarship.sha.cornell.edu/articles/457/