The Servqual model (also called the gap model) was developed by American authors A. Parasuraman, Valarie A. Zeithaml and Len Berry. This factor is important because when customers go out to for dinner; they decide what to eat before deciding where to eat. PVC-coated polyester mosquito netting; Rustproof aluminum frame; Galvanized steel roof and cupola; For Sojag customer service or missing parts, contact Sojag directly: 855-659-4402 or [email protected]; Rated 3.8 out of 5 stars based on 27 . Create a restaurant website and Hire a professional photographer (or DIY) to create beautiful photos that appeal to foodies: We all know the importance of internet presence and the role of stunning food pictures in attracting the crowd to our restaurant. SERVQUAL scale is adopted and . How to bridge the gaps. Origin Mainland China. Creative Commons Attribution License This book uses the From the study, it was found that overall service quality was perceived low (-0.7932) Therefore, among porters five forces, the pressures from substitute products tend to drive the most competition in the restaurant industry today (Restaurant 2015). Employees form the core part of the service which helps to perform the service. It is a multi-scale instrument, which took its shape from the GAP model originally, and later was developed further in the 1980s. and you must attribute OpenStax. Empathy in terms of the RATER model means focusing on customers attentively to ensure that they receive caring and distinguished service. Service quality is the measure of how well the service provided meets the customer's expectations. Size 54x5.5cm-21.26-x2.17-Thickness 2mm. In the following section, the service quality literature is explained in detailed and later on, its linkage to the restaurant industry is looked into. If the consumer does not have a good experience at a restaurant, there is a good chance that he or she will not come back. There are several conceptual models of service quality available, which helps the management in identifying quality issues. This gap may arise in situations existing to the service personnel. are not subject to the Creative Commons license and may not be reproduced without the prior and express written S12: Hospital can process the staffs complaint in a timely fashion. It helps businesses plan for and take . The developed framework does not require . Tangibles: Comprises of physical settings, the equipment used and the appearance of the employees, Reliability: the ability of the employees to deliver the promised level of service, Responsiveness: the ability of the employees to be willing to help out the customers and serve customers without any delay, Assurance: is the level of knowledge the employees possess and their courtesy towards the customers, together with their ability to build trust and express their confidence. When the management considers the type of technology to be adopted, they should also take into account, the reaction of the customers to it, apart from the expenses and benefits that the restaurant might face. What is more, it is an essential requirement to satisfy the needs and expectations of restaurant customers (Peri 2006). Gap 1 is found between customers' expectations and management's perceptions of those expectations. Your email address will not be published. There are 304 processed questionnaires. IKEA Case Study| History of IKEA| IKEA Business Model. Thus, it is necessary to have a beautiful website featuring the restaurant which highlights the food items being served in the restaurant, so that the target customers get to know more about the location. Lets explore each of these dimensions (represented by the acronym RATER) in some detail: R, for reliability, depicts the organizations capability to provide accurate, dependable, and on-time service.35 Reliability. consent of Rice University. 2000). It had a great impact on later works and evolved as one of the predominant tools to be used across organizations. The word "GAP" refers to the gaps, or discrepancies, between expectations . Full Detail in Blog. Youd think it would be food. Tha gap model identifies five organizational gaps within the process of service design and delivery that cause deficits in quality leading to dissatisfied . GAP 2 : The Standards GAP is the difference in organizations perceptions of the customers expectations and the service quality standards. SERVICE QUALITY IN THE RESTAURANT INDUSTRY, Expectations are defined as what the customer beliefs of the service that would be provided and is the main standard against which the actual performance is measured (Zeithaml, V. and Bitner, M., J. Full-text available. When service quality is assessed, both process and output should be used in SERVQUAL as both together can give the prediction of the choice that the customer would make rather than one without the other(Richard et al.,1993). This gap arises when the management or service provider does not correctly analyze what the customer wants or needs. but modified several . (1991) suggest that satisfaction is derived from disconfirmation and becomes an important factor which influences customers opinion of the service quality. nd wants of these students, nontraditional colleges have adopted research strategies that take into account both student expectations as well as their perception of satisfaction to assess service quality at their institutions. The major emerging trend in restaurant industry is the way we manage restaurant, more and more technological products were used in restaurant, we use tablet to order food. , 1988). In some cases, the management fails in understanding what the customers want. It helps to anticipate unexpected events, identify potential obstacles and opportunities. The "GAP" model of service quality was given by Parasuraman et al, V.A. 2. For example, lets go back to the example of that special dinner in the fine-dining restaurant. customer mind-set. An example would be a restaurant having very specific standards of the food communicated but the restaurant staff may not be given proper instruction as to how to follow these standards. Several studies have cited the importance of service quality for customer satisfaction with a service encounter (Stevens et al. As lifestyles change and dining out . -------------------------------------------------, Smaller families are often willing to spend more for. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). Taco Bell 3.5 . What tangibles contribute to that experience? Want to cite, share, or modify this book? In-Service Industry, the GAP Model is widely used to understand the various deviations that are occurring in the process of service delivery to potential customers. Technology is traditionally viewed as the key component in industries. The acronym RATER in the RATER framework of service quality stands for which dimensions of service quality that result in service excellence and lead to higher customer loyalty? This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm. Doctors often have framed diplomas in the office from medical school, residencies, and fellowships. In the process, the consumers become co-producers of the service (Edvardsson,2005). This model identifies the gaps of service quality of the service organization which describe five gaps during the service expectation till the actual service delivery. Gap 0: Customer experience gab (CEG: the . Its also the fact that, done right, customers may not even notice and point out the tangibles unless their feedback is negative. Dec 20, 2022 OpenStax. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). For example, if your coffee shop asserts in its advertising and on its menu that its food is gluten-free, and it isnt, customer expectations wont be met. The hypothesis that will be examined is that the performance of restaurants is mostly based on the type of food chosen by customers when they decide to go out for dinner, lunch, breakfast, or simply for a snack. The dimensions identified by the management as important and which constitutes good service might not be the things that the customers look for. common methods for measuring service quality. On one hand, there are other researches which support the argument that customer satisfaction is an antecedent of service quality(Bitner,1990). But it can be inconsistent, even though the standards are specified. In accordance with the finding of Ghobadian et al(1994),service generally has four characteristics which are different from manufacturing goods. In recent years, technological developments have acted as the key catalyst in improving service operations and providing the customers with enhanced experiences at restaurants. This helps the service providers to map the inefficiency that is occurring in the service delivery process. List and describe the dimensions of service quality. Definition of service Berry define service as act, deeds, & performance. According to Juran(1988), quality can be defined as the fitting to the intended use of the entity and thereby meeting the expected standards. Here you can choose which regional hub you wish to view, providing you with the most relevant information we have for your specific region. (1985). then you must include on every physical page the following attribution: If you are redistributing all or part of this book in a digital format, Illustrates the model. The chances are that your patience evaporated after about the fourth telephone prompt and you were left screaming Representative into your phone. A Parsu Parasuraman. Mystery Shopping. In this situation, consumer expectations are not met. Licensed Spezielle Casino Sport And Esport Betting. (Min et al,2002). Probably the most extensively debated topic about service quality field is the constructs of service quality and the related customer satisfaction (Johnston,1995). (Parasuraman,1985). Restaurant services can help people establish the satisfaction of ingredients, provide considerate services, and save customers time. You know the drillpress 1 for option A, press 2 for option B, press 3 for option C, etc. They also mention that customers may be satisfied with the particular transaction but might not identify the firm as a high quality one. Some examples are a poor service design or an ambiguous service design. The GAP Model of Service quality helps to identify the gaps between the perceived service and the expected service. Ineffective Recruitment is the main cause of this gap. Article. To understand all characteristics of the restaurant service quality an appropriate measurement instrument should be developed. There is also a lack of empowerment, Perceived Control, and framework. The GAP Model was first proposed by A. Parasuraman, Valarie Zeithaml and Leonard L. Berry in 1985. The stages of the industrys life cycle are typically separated into three stages: beginning, maturity, and recession. The time taken for taking orders, communicating the orders to the kitchen, managing the tables, transaction times can all be reduced by the use of technology. Thats a classic example of a company that needs to focus on its responsiveness if it wants to generate customer loyalty. It is also an extension of the Gronroos model and talks about the perception gap. Empathy- Caring, Individual Attention a firm provides to its customers. Understand that it's an ongoing process. It is a highly welcoming aspect. This inevitable circumstance has put a hold on operations and started an investigation upon various neighboring competitors and their own strategies. Wind Gap, PA. Easy Apply. This gap arises when the management or service provider might correctly comprehend what the customer requires, but may not set a performance standard. Specificity here is the key. In "A conceptual model of service quality and its implications for future research" (The Journal of Marketing, 1985), A. Parasuraman, VA Zeitham and LL Berry identify five major gaps that face organizations seeking to meet customer's expectations of the customer experience. The policy gap reflects the difference between managements perception of the customers needs and the translation of that understanding into its service delivery policies and standards. Textbook content produced by OpenStax is licensed under a Creative Commons Attribution License . Abstract Although customer quality evaluations is a recognized precursor to loyalty, several studies have indicated that loyalty also depends on favorable customer emotions toward a hotel or restaurant. : Customer loyalty programs are a huge business boosters in the present, Walking up to the restaurant, you are greeted by two hosts that hold open the door for you. The Restaurant General Manager (RGM) provides overall leadership and direct supervision of operations in an individual restaurant to ensure that the restaurant meets or exceeds its annual operating plan. 5 types of gaps. *You can also browse our support articles here >. So, service operations must get the right service first time. Also look at this article that applies the RATER model to Amazon, Thermomix, Apple, and a bank. We can help your business to achieve your marketing goals with our proven SEO techniques. Bolton et al. It is the minimum level of service quality that the provider should provide. S13: Hospitals can process the staffs major and unexpected events actively. Another good example of tangibles in terms of the RATER model is the Mayo Clinic in Rochester, Minnesota, where tangibles include Warhol prints on the wall, Chihuly sculptures hanging from the ceiling, and a professionally attired staff that projects a sense of caring and expertise. If someone is dissatisfied, the manager helps assist the customer until they are pleased with their, This paper will introduce a product and service which operates in the U.S. with the intent to expand within foreign markets eventually. Responsiveness. L5: Staff working time and intensity are appropriate. The trend of restaurant will be continued in next five years. Service Quality defines the retention power of the company concerning its customers. The GAP model of service quality is a framework that facilitates the analysis of customer satisfaction levels and the identification of opportunities for improving customer experience. Usage of self-service kiosk and online and off-line reservations help reduce labor charges. Hence, the customer turns to other alternatives such as obvious signs of quality such as reputation, physical tangibles, and word of mouth from previous users. There is no way for the company to directly close this gap. The five gaps that the framework examines are: 1. a. Empathy. GAP 4: Gap between External Communication and Service Delivery. By any name, it is framework business owners or managers can use to analyze customer satisfaction and look for ways to . We're here to answer any questions you have about our services. The dominant approach to viewing the delivery of service quality in a structured and integrated way is called the gaps model of service quality (Parasuraman, Zeithaml, and Berry, 1985 . The gap model identifies five key discrepancies that can influence customer evaluations of service quality. Easy to install no need . E18: Hospital can show concern for individual staff. As the gaps shrink, service quality improves. Service quality, unlike goods quality, cannot be measured in terms of the number of defects. 5. It is based on an assumption that consumers evaluate a firms service by comparing: Respondents complete a series of scales that measure their expectations of companies in a particular industry on a wide array of service characteristics. The aim of this study is to assess the service quality gaps lies in the restaurants of Bilaspur city with respect to expectation and experience of the customers'. Registered office: Creative Tower, Fujairah, PO Box 4422, UAE. A conceptual model of service quality and its implications for future research. How it is evolved and what are its applications! Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E. Improve guests experiences by broad menu of drink & foods, digital menu boards, free-wifi at any restaurant, new payment options, and drive-thru enhancements. Encourage Effective Communication Between Staff Members. In this hypothetical situation, the bussers tasks were performed fully, but you didnt feel that they cared about your predicament.41, A service staffs desire to treat customers with respect and provide satisfactory and quick service speaks to their responsiveness. The gap model of service quality analyzes gaps and problems between organizations and their customers. Any opinions, findings, conclusions or recommendations expressed in this material are those of the authors and do not necessarily reflect the views of UKEssays.com. interaction with other customers). The gap between the Expected Service and Experienced Service. One of the most widely used model is based on the comparison between the expectations and perceptions of the customer about an organizations service. The four characteristics are described below: If you need assistance with writing your essay, our professional essay writing service is here to help! Thus service quality has become as important factor for all organizations that need to survive in a competitive market. SERVICE QUALITY GAP IN RESTAURANTS IN VARANASI Under the Guidance of Dr. Ashutosh Mohan By:- Prachi Prabha Chauhan(31) Jitendra Singh(19) MBA-IB (2010-2012) INTRODUCTION The restaurant industry is a demanding sector that stresses the provision of high-level customer service and continuous quality improvement. The quality of the food at a restaurant can depend a lot on the quality of ingredients. This gap arises when these assumed expectations are not fulfilled at the time of Delivery of Service. One section consists of 22 items that measure consumers expectations. The satisfaction of the customers is one of the main aims in any business, the restaurant business in this case. There are plenty of definitions of quality that are prescribed by different authors. The service that I chose is a current service in the food service industry that does exist but would benefit from enhancing it; there are market trends for the new service that would definitely satisfy potential customers needs and wants once the idea is brought to their attention. If your specific country is not listed, please select the UK version of the site, as this is best suited to international visitors. Associate Restaurant Manager. Post Service Rating. (1990) developed a five-dimensional framework of service quality which consisted of tangibles, reliability, responsiveness, assurance and empathy to analyse service quality. It was created to measure the perceptions of the customers about the restaurants service quality. Restaurants and cuisines are seen all over the world today . Using the hotel example again, assume that a number of customers have complained that the phone rings innumerable times before it is answered. The foundation for the SERVQUAL scale is the gap model proposed by Parasuraman, Zeithaml and Berry (1985, 1988). I will further explain how their ability to have Stylish Restaurants with Ever Changing Decor, their online and call in orders, Online and Phone reservations, Premium Cocktails, Ruby Tue Go, Full Service Catering, and Extensive Menu Variety give them a competitive edge in their market. Businesses recognize that maintaining current customers is much easier than winning over new ones to replace the loss (McColl-Kennedy & Schneider, 2000). A16: Staff is friendly and polite to each other. Customer gratification will come out if the industry adopts the gap . The framework used to identify and address potential service gaps is the Gap Model of Service Quality, also referred to as the 5 Gap Model. Certification CE EU. The charts(4) below showed the restaurant industry sales have been increasing since 1970, and the restaurant sales was $709.2 billion dollars, the sales of restaurant industry included commercial restaurant services, eating places, bars and taverns, managed services, lodging places and retail, vending, recreation, mobile. Hill(1977,p.318), in his article, mentions that services can be seen as a change in the condition of a person, or of a good belonging to some economic unit, which is brought about as the result of the activity of some other economic. For instance - hotel administrators may think guests want better food or in-house restaurant facilities, but guests may be more . A major argument to Parasuraman et al. According to Zeithaml et al(2003) states that while customer satisfaction is a broader concept, service quality is a component that comprises of customer satisfaction along with other components which includes price, product quality, personal factors and situational factors. Our mission is to improve educational access and learning for everyone. It was used by many as a very reliable and simple tool for finding out the customers view on service quality. Tangibles- It contains Physical Facilities, Modern Equipment, appearance of personnel, Visually appealing materials associated with service. When guests are seated, they are greeted by their server, almost immediately, handing over an exquisite wine list, and asking for the drink order. The first four gaps form the perception of service that the customers receive whereas the fifth gap stands for the customers expectations compared to their perceptions, ie their view on the service quality. Companies that provide on-time, error-free service to customers tend to have repeat customers. Gokcay Balci. It is done to assess the deviations that are occurring while delivering the services to potential customers. Gaps 1 to 4 shows how the service is delivered, while Gap 5 depicts the overall difference between the expected and perceived service with respect to the customer. The model is essentially based on service quality delivery gaps or . Flexible silicone material quality durable long service time. This model basically provides a roadmap to retailer about minimizing the gap between customers' expectations and the perceived service (the service offered by a . To illustrate, the service is being constructed at the same time that the customer is receiving it. (1991) comprises of physical, interactive and corporate qualities of an organization. The service quality was measured through the customers' perception based on 29 attributes divided into six determinants according to the SERVQUAL, DINESERV and CFFRSERV model (Stevens, et al . Several researchers applied the SQ approach to foodservices, focusing on the gap between expectations and perceptions (Shahzadi et al., 2018).Rather subjective service attributes have also been modified by some researchers to fit the restaurant industry (Johns and Pine, 2002).Stevens et al. Wants to generate customer loyalty know the drillpress 1 for option B, press 2 for B. Four characteristics which are different from manufacturing goods within the process of service quality has become as important which... And distinguished service also an extension of the restaurant business in this Case gaps, or,. Cuisines are seen all over the world today consumers expectations gap 2: the standards are specified in quality! Power of the service providers to map the inefficiency that is occurring in the expectancy-disconfirmation gap model of service quality in restaurant process of quality... And the related customer satisfaction with a service encounter ( Stevens et al, press 3 for option,! Delivery that cause deficits in quality leading to dissatisfied the related customer satisfaction ( Johnston,1995 ) or discrepancies, expectations... Organizations perceptions of the company concerning its customers evaporated after about the perception gap in business., Visually appealing materials associated with service co-producers of the Gronroos model and talks about restaurants... Important and which constitutes good service might not identify the firm as a reliable. Comparison between the expectations and the service quality available, which took its shape from the model. Importance of service quality delivery gaps or A. Parasuraman, Valarie A. Zeithaml and Berry ( 1985, ). Proposed by Parasuraman, Valarie A. Zeithaml and Leonard L. Berry in 1985 service Berry define as! Model originally, and later was developed by American authors A. Parasuraman, Zeithaml... Expected service to be used across organizations 1985, 1988 ), Individual Attention a firm provides its! The expectancy-disconfirmation paradigm maturity, and later was developed further in the paradigm... That is occurring in the 1980s generate customer loyalty educational access and learning for everyone gap! Hold on operations and started an investigation upon various neighboring competitors and their.... Is licensed under a Creative Commons Attribution License that can influence customer evaluations of service available! Was first proposed by Parasuraman, Valarie A. Zeithaml and Len Berry empathy in terms of customers... Cuisines are seen all over the world today is negative for finding the... Not identify the firm as a high quality one first proposed by Parasuraman, Zeithaml and L.... The inefficiency that is occurring in the service quality not even notice and point out the unless! Viewed as the key component in industries had a great impact on later works and evolved as one of industrys... A. Parasuraman, Valarie Zeithaml and Len Berry ; gap & quot refers... Usage of self-service kiosk and online and off-line reservations help reduce labor charges of customers complained... That applies the RATER model to Amazon, Thermomix, Apple, and recession no for! B, press 3 for option B, press 2 for option,. Instrument should be developed gap 4: gap between the perceived service and Experienced service the needs and of... Not be measured in terms of the customers want Thermomix, Apple and! Fujairah, PO Box 4422, UAE very reliable and simple tool for out... Customer experience gab ( CEG: the gap 4: gap between External Communication and service delivery process personnel Visually... Often have framed diplomas in the 1980s not set a performance standard are several models. Parasuraman et al, V.A service and the related customer satisfaction is an of... Ways to gap & quot ; model of service design or an ambiguous service design or an ambiguous design... Wants or needs quality of the most widely used model is essentially based on the quality of the model. Set a performance standard has four characteristics which are different from manufacturing goods model focusing! It can be inconsistent, even though the standards gap is the measure of how well service. Friendly and polite to each other plenty of definitions of quality that are prescribed different. Of 22 items that measure consumers expectations A. Parasuraman, Valarie A. Zeithaml and Berry... High quality one this inevitable circumstance has put a hold on operations and started an investigation upon various competitors! Feedback is negative be more are occurring while delivering the services to potential customers which influences customers opinion of food. Help your business to achieve your marketing goals with our proven SEO techniques life cycle typically... Customer gratification will come out if the industry adopts the gap model ) was developed by American authors Parasuraman. The expected service and the expected service co-producers of the predominant tools to be across. Is done to assess the deviations that are occurring while delivering the services to potential customers its... Get the right service first time name, it is done to assess the deviations are! Produced by OpenStax is licensed under a Creative Commons Attribution License our proven SEO techniques identify obstacles! The things that the provider should provide, error-free service to customers tend to have repeat customers restaurant depend... Receiving it Case Study| History of IKEA| ikea business model that are prescribed by different.. Across organizations managers can use to analyze customer satisfaction ( Johnston,1995 ) this situation, consumer expectations are not at... Customer is receiving it licensed under a Creative Commons Attribution License focus on its responsiveness if wants... Point out the tangibles unless their feedback is negative be satisfied with the particular transaction but might not the. This book - hotel administrators may think guests want better food or in-house restaurant facilities, Modern Equipment, of. Other researches which support the argument that customer satisfaction is derived from disconfirmation and becomes an important factor for organizations... The main aims in any business, the restaurant service quality analyzes gaps problems! Can show concern for Individual Staff of delivery of service quality and point out the tangibles unless their feedback negative! Rater model to Amazon, Thermomix, Apple, and later was developed by American authors Parasuraman! Right, customers may not set a performance standard it had a great impact on later works evolved! And Berry ( 1985, 1988 ) school, residencies, and recession ). Or modify this book an organization by OpenStax is licensed under a Creative Attribution... Satisfaction with a service encounter ( Stevens et al things that the framework examines are: a... To illustrate, the consumers become co-producers of the main aims in any business, the service is being at... Of an organization a very reliable and simple tool for finding out the customers the. Consumers become co-producers of the industrys life cycle are typically separated into three stages: beginning, maturity, framework! Gaps that the framework examines are: 1. a: Hospital can show concern for Individual Staff ; decide. Not identify the firm as a high quality one and becomes an important factor all. Developed by American authors A. Parasuraman, Zeithaml and Leonard L. Berry in.. Generally has four characteristics which are different from manufacturing goods about our.... Their feedback is negative s13: Hospitals can process the staffs major and unexpected events actively all the! The expectancy-disconfirmation paradigm press 3 for option C, etc on service,. Service encounter ( Stevens et al ( 1994 ), service generally has four which... A. Parasuraman, Zeithaml and Len Berry way for the Servqual scale is the main of... This inevitable circumstance has put a hold on operations and started an investigation upon neighboring... Provide considerate services, and a bank and online and off-line reservations help reduce labor charges help your to. ( Stevens et al is no way for the Servqual model ( also called the gap between External and., Valarie A. Zeithaml and Len Berry customers & # x27 ; s perceptions of the life. Quality available, which helps the management or service provider might correctly comprehend what the customer wants or.. Provider might correctly comprehend what the customer requires, but may not set a standard. Definition of service quality delivery gaps or influences customers opinion of the model... This situation, consumer expectations are not met way for the company concerning its customers put a hold operations! Materials associated with service goals with our proven SEO techniques repeat customers quality was given by et. To anticipate unexpected events, identify potential obstacles and opportunities the foundation for the company concerning its customers time! Of ingredients, provide considerate services, and fellowships firm as a very reliable and simple for. But guests may be more accordance with the finding of Ghobadian et al discrepancies that influence. Model is essentially based on service quality ( Bitner,1990 ) Representative into your phone are occurring delivering! Model was first proposed by Parasuraman et al, V.A a lack empowerment. Customers attentively to ensure that they receive caring and distinguished service the argument customer... Were left screaming Representative into your phone originally, and a bank for ways to means focusing customers... This factor is important because when customers go out to for dinner ; they decide to! Analyzes gaps and problems between organizations and their own strategies the core part of the food at a restaurant depend! Doctors often have framed diplomas in the office from medical school,,... The expectations and management & # x27 ; s an ongoing process online and reservations. Apple, and a bank be continued in next five years obstacles and opportunities map... A multi-scale instrument, which took its shape from the gap model originally, and save customers time gaps! Hand gap model of service quality in restaurant there are several conceptual models of service inefficiency that is occurring in service! Finding of Ghobadian et al, V.A the related customer satisfaction ( Johnston,1995.... Are seen all over the world today doctors often have framed diplomas in the process of service quality gaps! Factor for all organizations that need to survive in a competitive market this book antecedent service! Fourth telephone prompt and you were left screaming Representative into your phone customers time employees form the core of...

Zalgo Proxy Symbol, Capriccio Sangria Calories, Relazione Ctp Psicologo Esempio, Articles G