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Hot Beverages at Quick Service Restaurant (QSR) Drive-Thru Windows

Published online by Cambridge University Press:  23 February 2012

Carl P. Borchgrevink ,
Michael P. Sciarini  and
Alex M. Susskind
Carl P. Borchgrevink
Affiliation:
Michigan State University, United States of America.
Michael P. Sciarini
Affiliation:
Michigan State University, United States of America.
Alex M. Susskind
Affiliation:
Cornell University, United States of America.
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Abstract

The Liebeck hot coffee case is discussed, showing that the court's decision was not whimsical, but predicated on the knowledge and behaviour of McDonald's as represented and displayed by their employees and agents. Subsequent research establishing consumer preferred temperatures for consuming hot beverages is reviewed, as is the literature considering that such temperatures are above medical literature thresholds for injuries, yet not causing injuries. Past and current quick service restaurant (QSR) drive-thru window practices regarding hot beverage service temperatures and warnings are established and examined. Finally, circumstances and conditions under which QSR management need to practice due diligence in providing for their customers are addressed.

Type
Articles
Information
Journal of Hospitality and Tourism Management , Volume 14 , Issue 1 , 01 April 2007 , pp. 37 - 46
Copyright
Copyright © Cambridge University Press 2007

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