The Zagats zero in on the restaurant businesses weakest link:
Over the years that we've spent surveying hundreds of thousands of
diners, one fact becomes clear: Service is *the* weak link in the
restaurant industry. How do we know? Roughly 70% of all complaints we
receive relate to service. Collectively, complaints about food prices,
noise, crowding, smoking, and even parking make up only 30%.
This article available online at:
http://www.theatlantic.com/daily-dish/archive/2009/06/the-service-was-meh/201113/
