QUICK SERVICE RESTAURANT

HEALTH SAFETY INNOVATIONS FOR

THE CUSTOMERS AND EMPLOYEES
A POWERPOINT PRESENTATION IN RESEARCH IN HOSPITALITY INDUSTRY
PREPARED BY: GROUP III
RENATO B. BOQUIL JR. ALLAN G. LALAS
JUDY ANNE A. TELAN JUDYLEEN B. ALMAZAN
MONICA JEAN I. MARAAN DARRELLD L. LIM
JOSHUA C. MOLINA
 CHAPTER I
THE PROBLEM
Rationale

Quick service restaurants are also known as fast food restaurants. This type of restaurant

focuses on fast food service and limited table service. Take away or take-out options are also

offered. The food is often cooked in bulk ahead of time and kept hot until sold. These are often part

of a restaurant chain such as McDonalds or KFC. Fast food is often highly processed and served in

bags or cartons. The food is often prepared at a central supply facility and then shipped to individual

locations where they are cooked quickly in response to incoming orders. Pre-cooked items are

closely monitored for freshness and holding time.

 Quick Service Restaurants (QSRs) chains were badly affected throughout Covid-

19 pandemic, and some restaurants stopped serving some items in their menus and

work with limited menu items (Hobbs, 2020; Rude, 2020). Despite government

assurances, some restaurants began offering free delivery on orders to avoid panic

buying. Furthermore, they formed the maximum number of people allowed at any

given time in order to avoid overcrowding. There are many reasons that make QSRs

potential hotbeds for outbreak because employees work side by side for long shifts,

it's difficult to maintain social distance inside the restaurants.

 For the hospitality industry, such as hotels, restaurants, and bars, Covid-19 has become a new

crisis (Breier et al., 2021). In early 2020, restaurants were forced to close due to the lockdown

policy. Furthermore, customers exhibited a public avoidance of other people. Because of the social

distancing policy, authorities advised such businesses to focus on delivery services or reduce

seating capacities even after they reopened. In the future, the restaurants' forecast will be

disastrous (Severson & Yaffe-Bellany, 2020). As a result, a strategic plan to meet consumer needs

during the crisis is critical (Sigala, 2020). Many people exaggerated COVID-19 by stockpiling

resources, clients are also hesitant to visit restaurants, hotels, and bars (Mitha, 2020). As a result, it

is critical to consider a number of factors that may help to restore guest intentions to visit

restaurants in these circumstances (Mirvis, 2020).

THEORETICAL/CONCEPTUAL FRAMEWORK OF THE STUDY

As the quick service industry is becoming increasingly competitive maintaining service

speed can make a lot of difference to an operator. It’s obvious that the competition for the

consumer is intense, especially where every fast food is offering similar foods; it is

the customer experience that dictates the winner in the competition. It is expected that

quick-service restaurants should adopt strategies that will facilitate service delivery and

reduce customer waiting time.

Therefore, this study is designed to investigate the effect of service speed on patronage

of quick-service restaurants.
 FOOD QUALITY

RESTAURANT CUSTOMER REVISIT

SERVICE QUALITY SATISFACTION INTENTION

PHYSICAL
WORD OF MOUTH
ENVIRONMENT

Figure 1.1
The Conceptual Framework of Quick Service
Restaurant
 PARADIGM OF THE STUDY

INPUT OUTPUT
Factors Affect the Descriptive Quick Service
Fast Food Survey Restaurants
Chain/Restaurant Methods Health Safety
in terms of: Using Innovations for
• Management Questionnaire the Customers
• Customers and and Employees
Employees  

Figure 2.2
Research Paradigm
STATEMENT OF THE PROBLEM
This study aims to find out the factors affecting the business
operations of the fast food chains or restaurants in Dagupan City.
Specifically, the study seeks to answer by the following questions:

1. What are the coping mechanisms of the fast food restaurants

with the stresses rendered by the pandemic?

2. What are the health and safety challenges faced by the a).
employees, and b) customers of fast food /quick service restaurant
during the pandemic?
HYPOTHESIS
1. There exist a significant between the health and safety of the
customers and employees of quick service restaurant
2. There exist a significant between the implementing the social
distancing, contact tracing, sanitation of the customers and
employees
3. The effectively enhance worker’s health and safety processes,
it’s necessary to be continually improving the resources available
to them.
4. There exist a significant between the services of fast food/quick
service restaurants employees to the customers.
 HYPOTHESIS
1. There exist a significant between the health and safety of the
customers and employees of quick service restaurant
2. There exist a significant between the implementing the social
distancing, contact tracing, sanitation of the customers and
employees
3. The effectively enhance worker’s health and safety processes,
it’s necessary to be continually improving the resources available
to them.
4. There exist a significant between the services of fast food/quick
service restaurants employees to the customers.
SCOPE AND DELIMITATION OF THE STUDY
This research focuses on determining the
health and safety problems encountered by
selected fast food restaurants in Dagupan City.
This study was restricted to the innovations
implemented during the pandemic.
 SIGNIFICANCE OF THE STUDY
HRT Students. Due to the pandemic, this study will produce an effective
and accurate source of knowledge that will assist students in gaining a
better understanding of the necessity of health and safety measures or
precautions, as well as cleanliness in fast food restaurants.

Fast Food Restaurant Employees. This study will provide employees the
opportunity to share their experiences in fast food chains so that others
can learn from their mistakes and avoid the problems that pandemics
can cause in the future.

Researchers. Due to the pandemic, this study provides as a foundation of

knowledge for learning and understanding how safety precautions and
sanitation procedures in a new normal play a significant role in fast food
establishments.
 DEFINITION OF TERMS
Quick Service Restaurant. Food that is take-out restaurant that is quick,
convenient, and usually cheap.
COVID-19. This stands for new coronavirus illness 2019, which is the year in
which it was first discovered. The illness COVID-19 is linked to the current
pandemics, and it is caused by the virus SARS-CoV-2 (severe acute
respiratory syndrome coronavirus 2).
Pandemic. A worldwide outbreak of an infectious disease that is more
widespread than an epidemic.
Innovation. The beginning of anything new. The development and
implementation of a new idea, design, method, product, or service are
frequently included.
Customers. One who buys from or patronizes a business on a frequent basis.
Health and Safety. A term that refers to the avoidance of accidents and
illness among employees and those who may be affected by their
employment.
 CHAPTER II
REVIEW ON RELATED LITERATURE AND STUDIES

Local Literature
Fast Food Chain Reinforces Commitment on Safety
According to the company, they remain committed to find ways for Filipinos to enjoy
their products whether in the restaurant or within their homes. With the recent
resumption of dine-in services, McDonald’s Philippines shared how they elevated
their commitment to quality, service, safety and cleanliness with stringent policies
for both their customers and employees. (Iglesias, 2020). Employees wanted to
originate metrics that will assess service quality, price/value, customer satisfaction,
and behavioral intention. The outcome will give the variance of customer intentions,
which are the service quality and customer satisfaction—resulting in a more focused
employee in improving food quality and service quality, and customer satisfaction.
(Reyes, 2018)
FOREIGN LITERATURE
COVID-19’S IMPACT ON CONSUMER BEHAVIOR
In many countries, QSRs are either closed entirely or operating on a
limited basis, offering only takeout, pickup, delivery, drive-through, or
some combination of those options. Even among QSRs that remain open,
the drop-off in business has been steep. Consumer-sentiment surveys
that (McKinsey,2020) conducted 
in late March across Europe and the United States indicate that during
the crisis, most consumers expect to reduce their spending on all
restaurant food—takeout and delivery, QSRs, and other types of
restaurants.
PROTECTING EMPLOYEES AND CUSTOMERS
According to (Becker, 2020), most QSR players have established
new health and safety processes and policies to protect
employees and customers. Some of the practices QSRs have
implemented include adjusting travel policies to permit only the
most critical business travel, encouraging or requiring remote
working for corporate staff, and amending sick-leave policies for
employees affected by COVID-19. QSRs have also adjusted their
on-site offerings to follow local and national guidelines—for
example, by shutting down self-serve prepared-food counters,
suspending all customer events, and switching to a delivery-only
model.
QSRs within the Pandemic Crisis
Because of the COVID-19 pandemic, customer spending has
changed online, and Quick Service Restaurants have seen swift
and dramatic improvements in the last year (Lynn, 2021). Bakalis
et al. (2020) pointed out that the lockdown resulted in an
increase of home cooking. Safety measures to ensure the
continuity of food flow in each stage can be grouped as food
employee’s health issues, personal hygiene, using personal
protective equipment such as gloves, sanitization of working
environments, safe handling/preparation/delivery of food, and
maintenance of social distance (Rizou et al., 2020).
Health and Hygiene Condition in QSRs
The Food and Drug Administration FDA (2020) implies that the established
food safety protocols and best practices for fast service restaurants and significant
COVID-19 recommendations remain to be followed, including the following:

 Clean, Separate, Cook, and Chill are the four main steps of food safety.
 After each use, wash, clean, and sanitize all food touch surfaces, such as food
storage surfaces and equipment.
 Clean surfaces that are often touched by employees or visitors, such as
doorknobs, equipment handles, and check-out counters, on a regular basis.
 Keep floors and counters washed and disinfected on a regular basis.
 Always apply the food safety procedures and make sure: -Assure the proper food
temperatures before cooling.  Use ice baths technique for fast cooling and
frequently check goods temperatures in fridges and freezers.  Proper training for
staff with new duties.
 Help consumers retain infection prevention and social distance by: –
Discontinuing operations that require customers to use generic utensils,
such as salad bars, buffets, and beverage service stations. Finding ways to
improve customer spacing when waiting in line for service or checking
out.
 Dissuading visitors from taking pets into the store.
 Make sure that your washing machines are working at the adjusted
temperatures and with the appropriate detergents and sanitizers.
 Remember that hot water can be used in place of chemicals to sanitize
equipment.
RELATED STUDIES
LOCAL STUDIES
CHALLENGES FOR ALL BUSINESSES
Employees need to remain healthy for a business to continue. This
means, for example, introducing distancing measures, changing personal
protective equipment (PPE) requirements, regularly wiping down
equipment and surfaces, limiting visitors, and changing delivery protocols.
Everyone must learn new protocols and be encouraged to report
suspected or confirmed illnesses in friends and family, if they have been
in recent contact and require quarantining. (
https://www.sgs.ph/en/news/2020/05/navigating-the-impact-of-covid-19
-on-the-food-industry
 FOREIGN STUDIES
The fast food or quick service restaurant industry has evolved to
encompass the changing needs of its customers in its business model.
Most of the quick service restaurants, along with offering sit and dine also
offer numerous other services, including take-out, drive-thru, and home
delivery, which are well suited to the modern lifestyle. This has also
helped the restaurant business in maximizing benefits. The delivery trend
has been further propelled by third party delivery services, such as
DoorDash, Foodler and Grubhub, which have extended the courtesy of
distributing food at odd hours too. Thus, customers who prefer dining at
home contribute a major chunk of revenue for the fast food and quick
service restaurant industry.
 According to (Walmsley, 2021) states that the quick-service
restaurants choosing between a blend of full-time, part-time, and
bringing back laid off/furloughed employees from 2020 to meet staffing
needs, which will likely grow as we head into spring and summer. This
may require different tactics and strategies when it comes to recruiting,
hiring, and onboarding. Health-related concerns over increasing fast food
consumption have obligated most fast food producers to create healthier
fast food products. Most restaurants have been updating their menus and
recipes to create healthier fast food options.
 SYNTHESIS
Researchers on related literature presents that the quick service
restaurants most QSR players have established new health and safety
processes and policies to protect employees and customers. . QSRs have
also adjusted their on-site offerings to follow local and national guidelines
—for example, by shutting down self-serve prepared-food counters,
suspending all customer events, and switching to a delivery-only model.
With regard to hygiene and safety, QSRs have instituted strict protocols,
such as providing hand sanitizer and thermometers and training
employees to minimize human contact. In addition, most QSRs have
increased the frequency and rigor of in-store cleanings, making sure to
sanitize high-touch areas (such as counters, self-checkout screens, and
door handles on coolers and freezers).
 CHAPTER III
RESEARCH METHODOLOGY
Research Design
This study will use the descriptive approach. The researchers use this approach to describe
the learning experiences of the respondents and also to determine the capability of experience
they gain.
Sampling Methods
The qualitative research method is the method used in this study. Qualitative used to scan
the values, attitudes, opinions, feelings, and behavior of a person; by these, the researchers
may notice how the question affects the interviewee's life. Researchers are concerned
with how individuals react and perceive the said topic or situation (ADPhealth, 2020).
Instruments Used
Interview guide was utilized to gather the information from the participants. This instrument
was used to accommodate the knowledge of preparedness of the respondents. Personal bias is
also avoided for lesser pressure and immediate response, giving the respondents greater
anonymity feelings.
 CHAPTER III
RESEARCH METHODOLOGY
Research Design
This study will use the descriptive approach. The researchers use this approach to describe
the learning experiences of the respondents and also to determine the capability of experience
they gain.
Sampling Methods
The qualitative research method is the method used in this study. Qualitative used to scan
the values, attitudes, opinions, feelings, and behavior of a person; by these, the researchers
may notice how the question affects the interviewee's life. Researchers are concerned
with how individuals react and perceive the said topic or situation (ADPhealth, 2020).
Instruments Used
Interview guide was utilized to gather the information from the participants. This instrument
was used to accommodate the knowledge of preparedness of the respondents. Personal bias is
also avoided for lesser pressure and immediate response, giving the respondents greater
anonymity feelings.
Data Collection
Participants
This study’s participants include ten regular employees, working in different fast food
chains, and 150 customers around Dagupan City, Pangasinan. All participants gladly accept
the invitation to participate in this study.
Procedures
The study took complicated steps to develop an efficient data gathering, considering the
situation under the pandemic.
• First, set an appointment with the chosen participants to inform them and know their
preference for the interview. Through the use of innovative technology and social
media for communication, the interview was conducted. Along with a brief discussion
regarding the interview, the questionnaire was sent to the interviewees using the Google
forms. The interview was done privately, to the comfort of the interviewee's houses.
• Second, the interviewees returned the interview question with answers in private/ direct
messages for confidentiality.
• Lastly, the participant's responses were collected and reviewed to encode.
 CHAPTER IV
PRESENTATION, ANALYSIS AND
INTERPRETATION OF DATA
 TABLE 4.1. PROFILE OF THE RESPONDENTS (FOR
CUSTOMERS)
VARIABLE CATEGORIES FREQUENCY PERCENTAGE
AGE 13 years old and 1 0.7
below
  16-20 26 17.3
  21-25 36 24
  25 above 87 58
GENDER Male 80 53.3
  Female 68 45.3
  Prefer not to say 2 1.3
OCCUPATION Student 51 34
  Teacher 2 1.3
  Employment 74 49.3
  Unemployment 23 15.3
  TOTAL 150 100
 FIGURE 4.1 HAVE YOU EVER GO TO THE FAST FOOD
RESTAURANT?
SURVEY RESULTS FOR THE
CUSTOMERS

Figure 4.1 reveals that 148 consumers are going to fast food
restaurants, with a percentage of 98.7%, while 2 respondents are
maybe going to fast food chains, with a range of 1.3 percent.
 FIGURE 4.2. HOW OFTEN DO YOU VISIT IN FAST FOOD
RESTAURANTS?

Customers who frequent fast food restaurants (figure 4.2) include 56 of the
respondents who visit a few times a month (27.3%), 35 (23.3%) of the respondents
who visit every week, 30 (20%) of the respondents who visit once every few
months, and 29 (19.3%) who visit once a month.
 FIGURE 4.3 AS A REGULAR CUSTOMER, PLEASE SELECT THE
FAST FOOD RESTAURANTS YOU VISIT FREQUENTLY.

When it comes to the numerous types of fast food restaurants that they have visited
(Figure 4.3), the majority of the respondents (45.1%) had visited Jollibee, followed
by Mcdonald's (21.6%), Mang Inasal (19.6%), Greenwich (6.5%), Milk Tea Shops
(3.9%), and Wendy's with 3.3 percent.
 FIGURE 4.4 DO YOU FOLLOW THE SAFETY PROTOCOLS IN THE
FAST FOOD RESTAURANT?

In Figure 4.4, the graph shows that all of the respondents follow the
fast food chain's safety protocols
 FIGURE 4.5 HOW FREQUENT ARE THE STAFF/EMPLOYEES IN
OBSERVING WHEN IT COMES TO SAFETY
PRECAUTIONS/PROTOCOLS?

In Figure 4.5, the graph illustrates that 76.5 percent of customers are
always monitored by employees/staff when it comes to safety
precautions/protocols, whereas 23.5 percent of customers are
sometimes observed.
 FIGURE 4.6 PLEASE RATE THE OVERALL CLEANLINESS OF THIS
FAST FOOD CHAINS.

Figure 4.6, the graph shows that 125 (83%) of the respondents rate the
cleanliness as 5, 21 (14.4%) of the respondents/customers rate it as 4, and 4
(2.6%) of the respondents rate it as 3.
 FIGURE 4.7 THE FOOD IS SERVED HOT AND FRESH

In observing the quality, safety and hygiene of food and beverages, the
Figure 4.7 shows that 91 (60.8%) respondents having strongly agree for
serving hot and fresh of the food, 38 (25.5%) respondents are somewhat
agree, 16 (10.5%) for neutral, 2 (1.3%) for somewhat disagree, and 3
(2.6%) for strongly disagree.
 FIGURE 4.8 THE MENU HAS A GOOD VARIETY OF ITEMS

In Figure 4.8, the graph shows that most of the respondents/ customers are
strongly agree (65.4%) when it comes to the menu has a good variety of
items, 20.9 % for somewhat agree, 11.1% for neutral, and both somewhat
disagree and strongly disagree have 1.3%.
 FIGURE 4.9 THE QUALITY OF FOOD IS EXCELLENT

For the quality of food is excellent (Figure 4.9), the respondents have 67.3%
for strongly agree, 20.3 % for somewhat agree, 9.2% for neutral, and 3.3% for
somewhat disagree
 FIGURE 4.10 THE FOOD AND BEVERAGES ARE TASTY AND
FLAVORFUL

When it comes to tasty and savory (Figure 4.10), the majority of

respondents strongly agree (64.7 %), somewhat agree (22.2 %),
neutral (9.8%), somewhat disagree (2.6 %), and strongly disagree
(0.7 %).
 FIGURE 4.11 THE QUALITY OF FOOD AND BEVERAGES WAS
GREAT

And lastly, in Figure 4.11, the graph shows that most of the respondents are
strongly agree for the quality of food and beverages was great with the
percentage of 65.4.
 TABLE 4.2. PROFILE OF THE RESPONDENTS (FOR
EMPLOYEES)
VARIABLE CATEGORIES FREQUENCY PERCENTAGE
AGE 18 to 21 1 10
  22 to 26 6 60
  27 to 35 3 30
EDUCATIONAL High School Graduate 2 20
ATTAINMENT
  College Undergraduate 4 40
  College Graduate 4 40
EMPLOYEE’S POSITION Fast Food Restaurant 4 40
Operator, manager
  Fast Food Restaurant 6 60
Service crew
  TOTAL 10 100
 FIGURE 4.12 PLEASE RANK THE MOST CHALLENGING OR
CONCERNING ASPECTS OF COVID-19 (#5 BEING THE MOST
SURVEY RESULTS FOR THE

CHALLENGING AND #1 BEING THE LEAST CHALLENGING)

EMPLOYEES

The graphs shows that employees have suffered for shifting staff roles (Figure
4.12) with a score of 4 (50%), 40% for 5 of the respondents, and the lowest is
1 of the respondent with a percentage of 10.
 FIGURE 4.13 PLEASE RANK THE MOST CHALLENGING OR
CONCERNING ASPECTS OF COVID-19 (#5 BEING THE MOST
CHALLENGING AND #1 BEING THE LEAST CHALLENGING)

In the figure 4.13, the graph illustrates that most of the respondents have
satisfied for the cleanliness and safety of the customers and employees with
the score of 5, with the percentage of 90, and 10 percent is the lowest
percentage.
 FIGURE 4.14 PLEASE RANK THE MOST CHALLENGING OR
CONCERNING ASPECTS OF COVID-19 (#5 BEING THE MOST
CHALLENGING AND #1 BEING THE LEAST CHALLENGING)

In figure 4.14, the graph shows that pivoting off premises with a rank of 4
(50%) in terms of the most challenging role or concerning aspects of the
covid-19 pandemic, 20 percent have the same for the score of 3 and 5, and
10 percent is the lowest with the score of 1.
 FIGURE 4.15 PLEASE RANK THE MOST CHALLENGING OR
CONCERNING ASPECTS OF COVID-19 (#5 BEING THE MOST
CHALLENGING AND #1 BEING THE LEAST CHALLENGING)

Figure 4.15 depicts the operations of fast food restaurants/qsrs during the
pandemic, with 9 respondents having a 100% (90%) response rate and 1
respondent having a 60% to 90% response rate (10 percent).
 FIGURE 4.16 PLEASE RANK THE MOST CHALLENGING OR
CONCERNING ASPECTS OF COVID-19 (#5 BEING THE MOST
CHALLENGING AND #1 BEING THE LEAST CHALLENGING)

The deployment tactics to help maintain day-to-day operations throughout the

pandemic (figure 4.16), the majority of employees favor delivery and takeout
with an average of 100%.
Sources of Data
Survey Questionnaire
In order to have an access on the pertinent information and gather important data about customers
and employees, and preferences, the researchers agreed to use Questionnaires. In this process, we
find it very easy and reliable. The researchers used the Google forms. Questions are made for the
researchers to get their personal information and separated by the customers and employees of
the Quick Service Restaurant.
Interview
The researchers conducted by the interview in order to answer questions in addition to the
information gathered of the survey questionnaire using the google forms and through video calls
using the messenger app.

Locale of the Study

This study was conducted by the selection of the fast food chains located at Dagupan City,
Pangasinan.

Population and Sampling Design

The researchers came up that must have 100 percent of the number of the customers and fast
food restaurant employees within Dagupan City as the population of the study.
Research Instrument
To get the appropriate data needed, the researchers will have separated questionnaires
with different parts from the customers and employees. For the customer, the
questionnaire with 4 parts.
• Part I will ask for the profile of the respondents. The tool for profile was made by the
researchers, it will determine by the age, gender, and occupation.
• Part II is the tool to determine the experiencing and visiting by the selected fast food
restaurants.
• Part III is to evaluate by the implementing safety precautions/protocols of the fast food
chains due to COVID-19 pandemic.
• And for Part IV is the tool wherein to evaluate the food and beverages safety. This
questionnaire for food quality evaluation, the value of food, hygiene levels, and overall
customer’s satisfaction.
For the employees, the questionnaire with 2 parts.
• The first part is to determine according to their age, educational attainment, employee’s
position, and years of service, restaurant types, and describes of the restaurant
segments.
In the second part, the questionnaire is to evaluate the most challenging or concerning
aspects of COVID-19, and determine by their strategies did they deploy to help maintain
day-to-day operations during the pandemic.

Instrumentation and Data Collection

The researchers was conducted by using the quantitative methods. We analyzed
through the statistical data such as presented by the graphs and tables, also conducted by
using a survey questionnaire of the customers and employees in terms of the health and
safety of the fast food restaurants.

Validity and Reliability of the Instrument

For comments, ideas, and revisions, the Research Adviser was consulted on the
questionnaires. Experts were also consulted for recommendations, changes, and criticisms.
This ensures that the test instructions are clear and that the questions asked are of a
reasonable difficulty.
Statistical Treatment
The researchers were statistically, analyzed, with the data requirements of the study.
Descriptive statistics such as frequency count, mean, percent and rank are considered by
using the Google Sheets to determine the accurately survey results.
 CHAPTER V
SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS

Summary
The purpose of the study is to determine the Quick Service Restaurant Health Safety
Innovations for the Customers and Employees, and the following are the specific
problem.
(1) What are the coping mechanisms of the fast food restaurants with the stresses
rendered by the pandemic?;
(2) What are the health and safety challenges faced by the a). employees, and b)
customers of fast food /quick service restaurant during the pandemic?
Thus, the total numbers of the respondents that were assigned in Dagupan City are
one hundred fifty (150) for the customers, and ten (10) for the employees.
 CONCLUSIONS
1. For a long time, they had to work in food chains; fast food restaurant employees come
up with several coping mechanisms such as positive-thinking and adjustment. Service
crews learned that having a healthy mindset helps a lot when dealing with a challenging
atmosphere, and they also learned the adjustments they had to make when facing
circumstances.

2. The customers and employees positive experiences during the pandemic are about the
closer relationship they build between themselves, their families, their co-workers, and
with God. Aside from being bonded with their loved ones, another positive experience for
them is the life-lessons they realized during the quarantine.
 RECOMMENDATIONS
1. This study recommends that customers can help them by being more
considerate to the fast food restaurant staffs/crews.

2. They are human too, just like any other people, they are getting tired and
sometimes lose cool. On the other hand, they still give out service to give
every customer comfort they needed while eating. Every little act of kindness
means many people, especially with the employees, as they mostly interact
with strangers rather than the people in their comfort.