De' Andra Lyn Matthews Mr. Term Paper

In one reported incident, a Papa John's would-be customer was left on hold for over two hours, then had the call disconnected by an improperly trained employee (ICQ, 2005).

Pizza Hut also has a better track record with handling complaints. Several chat room members reported incidents of disappointing service at Pizza Hut. However, when complaints were taken up there was sufficient incentive to continue using that company, such as providing the customer with a discount on the next order, or a completely free meal (ICQ, 2005). Papa John's was reported by several pizza-eaters as making excuses as to why the problem was not the fault of the company, rather than extending an apologetic offer (ICQ, 2005).

Another area in which Pizza Hut excels, while Papa John's disappoints customers, is delivery time. One of the reasons why pizza is so popular in America is because it can be delivered right to your home, office, or party. When there is no time to cook or shop, it can be the perfect answer for a satisfying quick meal. Because of this, delivery service is a major point on which any pizzeria can be evaluated. Pizza Hut is somewhat famous for their speedy pizza delivery service (Pizza Hut, 2005).

During the 1980s, many pizza delivery places had guarantees that their pizza would arrive within a certain amount of time or it would be free. Although repeated car crashes caused by speeding delivery boys forced many companies to give up their promotion, Pizza Hut remains dedicated to this aspect of the Pizza business. Although they provide no guarantee to do so, no member