In a restaurant, your dinner arrives after 10 minutes, and you were expecting it

Question

In a restaurant, your dinner arrives after 10 minutes, and you were expecting it to arrive in 5 minutes or less, is this an example of sensitivity or service level agreement? Explain why.
Note: I need 3-4 sentences only In a restaurant, your dinner arrives after 10 minutes, and you were expecting it to arrive in 5 minutes or less, is this an example of sensitivity or service level agreement? Explain why.
Note: I need 3-4 sentences only In a restaurant, your dinner arrives after 10 minutes, and you were expecting it to arrive in 5 minutes or less, is this an example of sensitivity or service level agreement? Explain why.
Note: I need 3-4 sentences only

Explanation / Answer

It is an example of sensitivity. It becomes an example of service level agreement when there is an agreement to serve the food within specified time. But there is no agreement here and it is my expectation that the food will be served in 5 minutes. The customer expectation is guided by his sensitivity and greater sensitivity may lead to higher expectations on service. Here the sensitivity made me think that the dinner would arrive in 5 minutes and also made me frustrated when it took more than 10 minutes.   

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