Problem and Review of Related Literature

I.Personal Hygiene
Personal Hygiene is simply the application of principles for maintaining health and personal cleanliness (Placio, 2003) or it means good health habits including bathing, washing hair, wearing clean clothing, and frequent hand washing. Poor personal habits are serious hazards in food establishments. The restaurant management team is responsible for the health and safety of our employees and customers. They must insure that restrooms and hand washing areas are completely stocked with hot and cold running water, hand soap and single-use paper towels or hand dryers. They should also provide gloves for employees handling food products or cleaning chemicals (Popeyes Food Safety Certification Program, 2007)

Managers should also be prepared to react if an employee comes to work sick, with a sore or injury. If the employee’s condition is contagious and may contaminate food or other employees, the employee should not work that day. If an employee has a cut, wash the area, bandage it and require that they use gloves. Manager’s must have the necessary bandages available and switch those employees away from food handling tasks. (Popeyes Food Safety Certification Program, 2007) Good Personal Hygiene will help to minimize the risks of contaminating food and is the legal responsibility of every food handler. It is important that food handlers are generally clean and tidy, war appropriate protective clothing and avoid wearing heavy make-up, nail varnish, hair ornaments and jewelry which could harbor micro-organisms or fall off and contaminate food. (Blanch, 2003) Good Personal Hygiene is essential for those who handle foods. Desirable behaviors include: (McSwane, Rue & Linton, 2005). A.Knowing how and when to properly wash hands.

B.Wearing proper work attire
C.Maintaining good health and reporting when sick to avoid spreading possible infections. Practicing good health habits (personal hygiene) is the first step in staying healthy. (National Assessment Institute, 1994)

Every Employee must Practice good basic hygiene: (Arduser& Brown, 2005)
•Short hair and/or hair contained in a net.
•Clean shaven or facial contained in a net.
•Clean clothes/uniforms.
•Clean hands and short nails.
•No unnecessary jewelry.
•A daily shower or bath.
•No smoking in or near the kitchen.

Hand washing prior to work, periodically, and after handling any foreign object: head, face, ears, money, food, boxes or trash. (Arduser& Brown, 2005) A.Hand washing

All of us carry disease-causing bacteria in our bodies. These bacteria can be carried to food. By staying healthy and keeping clean, you can help prevent an outbreak of food-borne illness. The most important hygienic measure in the kitchen is frequent hand washing. Germs pass from hand to hand. Clean hands and trimmed fingernails reduce the risk of contamination. (Subida, 2007) Safe food preparation begins with clean hands. Hands that carry of harmful bacteria, viruses and other microorganisms may pass the contamination on to nay surface or food when touched. Proper and frequent hand washing by employees is one of the most important food safety steps. Hands can become contaminated in a variety of ways. The failure to wash contaminated hands is one of the leading contributors to the outbreaks of food borne illness. As a result, all managers and employees must wash their hands. (Popeyes Food Safety Certification Program, 2007)

It is the most important part of personnel hygiene. It may seem like an obvious thing to do. Even so, many food handlers do not wash their hands the right way or a often as they should. You must train your food handlers to wash thir hands and then you must monitor them. To wash hands the right way follow the steps, the whole process should take about 20 seconds (National Restaurant Association, 2008). First is wet hands and arms, use running water as hot as you can comfortably stand. It should be at least 100F (38C). Secondly, apply soap and apply enough to build up a good lather. Thirdly, scrub hands and arms vigorously, scrub them for 10 to 15 seconds and clean under fingernails and between fingers. Fourthly, rinse hands and arms thoroughly and uses running water and lastly, dry hands and arms and use a single-use paper towel or a warm-air hand dryer. (National Restaurant Association, 2008) oHand Washing is generally one of the most neglected areas of hygienic food operations. It is no good taking all the right steps to protect food if you then prepare it with dirty hands! If in doubt – wash them! (Blanch, 2003) Hands should always be washed: (Blanch, 2003)

•Before starting work and handling food
•Between handling cooked foods
•After handling raw foods
•After handling dirty equipment
•After going to the toilet
•After smoking, drinking or eating
•After combing or touching the hair
•After sneezing , blowing the nose, or touching the face
•After handling refuse
•After cleaning or touching cleaning chemicals.

Hands should be washed with hot water and un-perfumed soap and dried thoroughly using paper or roller towels, Liquid soap is preferable as bar soap can lead to contamination. (Blanch, 2003) B.Work Attire

Food handlers in dirty clothes may give a bad impression of your operation. More important, dirty clothing may carry pathogens that can cause food borne illness. Set up a dress code and make sure all employees follow it. This code should include the following guidelines. (National Restaurant Association, 2008) Bathe daily and wear clean clothes to work. Hair is a breeding ground for lice. Always wear a clean uniform and change daily or more often if necessary. Soiled clothing carries enormous number of germs. Underwear should be change daily. Put your uniform to work. Wear clean and appropriate shoes in the kitchen, preferably leather. (Subida, 2007) Wear clean clothing daily. If possible, change into work clothes at work. Dirty clothing that is stored in the operation must be kept away from food and prep areas. This includes dirty aprons, chef coats, and uniforms. (National Restaurant Association, 2008) 1.Hair Restraints

A hair restraint keeps dislodge hair from ending up in the food and may deter employees from touching their hair. (Arduser& Brown, 2005) Consumers are particularly sensitive to food contaminated by hair. Hair can be both a direct and indirect vehicle of contamination. Food employees may contaminate their hands when they touch their hair. (Arduser& Brown, 2005) Wear a clean hat or other hair restraint. Food handlers with facial hair should also wear a beard restraint. (National Restaurant Association, 2008) 2.Aprons

It is a garment covering part of the body and tied at the waist, for protecting the wearer’s clothing. (Random House Unabridged Dictionary) Do not use aprons as a hand towel. Be sure to wash your hands after touching your apron. Change your apron when soiled (Subida, 2007) Remove aprons when leaving prep areas. (National Restaurant Association, 2008) 3.Jewelry

The term “jewelry” generally refers to the ornaments worn for personal adornment. (Arduser& Brown, 2005). Do not wear jewelry. It can collect dirt or fall off. It can also cause injury if caught on hot or sharp objects or in equipment, such as slicer. (Subida, 2007) Remove jewelry from hands and arms before preparing food or when working around prep areas. You cannot wear any of the following. (Natiional Restaurant Association, 2008) oRings, except for a plain band.

oBracelets, including medical bracelets
oWatches
Your company may also require you to remove other types of jewelry. This may include earrings, necklaces, and facial jewelry. (National Restaurant Association, 2008) 4.Smoking, Eating, and Drinking

Do not smoke, eat, drink, or chew gum while you are working. When you bring a cigarette to your lips, your hands touch saliva. Saliva carries bacteria. Ashes or cigarette may also fall on to food and food-preparation areas. Smoke, eat, or drink only in assigned break areas or the employee dining area. (Subida, 2007) II.Safe Food Preparation

The Food service worker is responsible for preparing and serving food that is safe to eat. Preparation
You have purchased, received, and stored your operation’s food correctly. Now you must prepare it. Cross contamination and time-temperature abuse can happen easily during this step in the flow of food. But you can prevent pathogens from growing during preparation by making good food-prep choices. It is important to use the right thawing methods. You also need to be aware of special handling practices when preparing specific kinds of food. (National Restaurant Association, 2008) Responsibility of preparing safe food. You must have a desire and the proper information to: (Kuory, 1989) oKeep the food, the equipment, the kitchen, and the dining areas clean. oUse cleaning supplies properly.

Follow the cleaning schedule or routine outlined by your supervisor. oKeep yourself clean and your appearance neat.
General Preparation Practices (National Restaurant Association, 2008). No matter what type of food you are preparing you should begin by following these guidelines.

Equipment – Make sure work stations, cutting boards, and utensils are clean and sanitized.
Quantity – Remove from the cooler only as much food as you can prep in a short period of time.
Also prep food in small batches. This keeps ingredients from sitting out for long periods of time.
Storage – Return prepped food to the cooler, or cook it as quickly as possible. Preparing Safe Food: (Subida, 2007)
1. Start with clean, wholesome foods from reputable surveyors. Whenever applicable, buy government-inspected meat, dairy, and egg products. 2.Handle as little foods as possible. Use tongs, spatulas, or other utensils instead of hands whenever possible. 3.Use clean, sanitized equipment and worktables.

4.Clean and sanitize cutting surfaces and equipment after handling raw poultry meat, fish, or eggs and before working on another food. 5.Clean as you go. Do not wait until the end of the workday. 6.Wash raw fruits and vegetables thoroughly.

7.When bringing foods out of refrigeration, do not bring out more than you can process in an hour. 8.Keep foods covered whenever possible unless in immediate use. 9.Do not mix leftover with freshly prepared foods

10.Chill all ingredients for protein salads and potato salads before combining. (Subida, R.C. 2007) WHO “Golden Rules” for Safe Food Preparation (World Health Organization 2010). 1.Choose foods processed for safety

While many foods, such as fruits and vegetables, are best in their natural state, others simply are not safe unless they have been processed. Keep in mind that food processing was invented to improve safety as well as to prolong shelf-life (World Health Organization 2010) 2.Cook food thoroughly

Many raw foods, most notable poultry, meats, eggs and unpasteurized milk, may be contaminated with disease-causing organisms. Thorough cooking will kill the pathogens, but remember that the temperature of all parts of the food must reach at least 70 C. If cooked chicken is still raw near the bone, put it back in the oven until it is done – all the way through. Frozen meat, fish, and poultry, must be thoroughly thawed before cooking (World Health Organization 2010). 3.Eat cooked foods immediately

When cooked foods cool to room temperature, microbes begin to proliferate. The longer the wit, the greater the risk. To be on the safe side, eat cooked foods just as soon as they come off the heat (World Health Organization 2010) 4.Store cooked foods carefully

If you must prepare foods in advance or want to keep leftovers, be sure to store them under either hot (near or above 60 C) or cool (near or below 10 C) conditions. This rule is of vital importance if you plan to store foods for more than four or five hours. Foods for infants should preferably not be stored at all. A common error, responsible for countless cases of food borne disease,m is putting too large a quantity of warm food in the refrigerator. In an overburdened refrigerator, cooked foods cannot cool to the core as quickly as they must. When the centre of food remains warm (above 10 C) for too long, microbes thrive, quickly proliferating to disease-causing levels (World Health Organization 2010) 5.Reheat cooked foods thoroughly

This is your best protection against microbes that may have developed during storage (proper storage slows down microbial growth but does not kill the organisms). Once again, thorough reheating means that all parts of the food must reach at least 70 C (World Health Organization 2010) 6.Avoid contact between raw foods and cooked foods

Safely cooked food can become contaminated through even the slightest contact with raw food. This cross-contamination can be direct, as when raw poultry meat comes into contact with cooked foods (World Health Organization 2010). 7.Wash hands repeatedly

Wash hands thoroughly before you start preparing food and after every interruption – especially if you have to change the baby or have been to the toilet. After preparing raw foods such as fish, meat, or poultry. Wash again before you start handling other foods. And if you have an infection on your hand, be sure to bondage or cover it before preparing food (World Health Organization 2010). 8.Keep all kitchen surfaces meticulously clean

Since foods are so easily contaminated, any surface used for food preparation must be kept absolutely clean. Think of every food scrap, crumb or spot as a potential reservoir of germs. Cloths that come into contact with dishes and utensils should be changed frequently and boiled before re-use. Separate cloths for cleaning the floors also require frequent washing (World Health Organization 2010) 9.Protect foods from insects, rodents, and other animal

Animals frequently carry pathogenic microorganisms which cause food borne disease. Storing foods in closed containers is your best protection (World Health Organization 2010) 10.Use safe water

Safe water is just as important for food preparation as for drinking. If you have any doubts about the water supply, boil water before adding it to food or making ice for drinks. Be especially careful with any water used to prepare an infant’s meal (World Health Organization 2010) III.Cleaning and Sanitation

Cleanliness and sanitation are important on a guest’s attitude about a property. (Rey & Wieland, 1985) Cleaning and sanitation is the foundation of food safety. Maintaining a clean sanitary restaurant is fundamental to serving safe food. In addition, a clean and organized restaurant influences a positive employee attitude toward improved personal hygiene and food preparation practices (Popeyes Food Safety Certification Program, 2007) Proper cleaning and sanitizing help protect all who eat or work in a food service establishment. A safe environment is maintained by keeping utensils equipment, and work areas free of dirt, and contamination. (National Assessment Institute, 1994) Food can easily be contaminated if you don’t keep your facility and equipment clean and sanitized. Surfaces that touch food must be cleaned and sanitized the right way and at the right times.

Cleaning includes using the right type of cleaner for a job. Sanitizing involves using a method that works for your operation and following the right steps to make sure is effective (National Restaurant Association, 2008). Cleaning and sanitizing are important activities in a food safety program. Cleaning and sanitizing are two distinct processes use for different purposes. Cleaning is the physical removal of soil and food residues from surfaces of equipment and utensils. Sanitizing (sometimes called sanitation) is the treatment of a surface that has been previously cleaned to reduce the number of disease-causing microorganisms to safe levels (McSwane, Rue & Linton, 2005) The Importance of Cleaning and Sanitizing

Each restaurant needs a cleaning program that is an overall system to organize all their cleaning and sanitizing tasks. The program should also help identify your cleaning needs, set up a master cleaning schedule, select the supplies and tools to use, and train the employees to make the best of their skills. (Subida, 2007) Safe food service is only possible with a clean and sanitary environment in which to store, process and serve foods. Keeping equipment, utensils, and work areas cleaned and sanitized is an important part of preparing safe food. Proper housekeeping practices reduce the risks of both chemical and physical contamination. Cleaning and sanitizing procedures reduce the risks of biological contamination. (National Assessment Institute, 1994) How to Clean and Sanitize: To clean and sanitize a surface, follow these steps. (National Restaurant Association, 2008)
1.Clean the surface.

2.Rinse the surface.
3.Sanitize the surface.
4.Allow the surface to air-dry.
When to clean and sanitize: all food-contact surfaces need to be cleaned and sanitized at these times. (National Restaurant Association, 2008) 1.After they used. 2.Before food handlers start working with a different type of food. 3.Any time food handlers are interrupted during a task and the items being used may have been contaminated. 4.After four hours if items are in constant use.

Cleaning alone is not enough to maintain a healthy food service to maintain a healthy food service establishment. Even when dirt and food particles have been removed from food-contact surfaces, they are not ready to use. You must sanitize to kill the bacteria that could contaminate foods you prepare and serve. Washing with detergent and hot water helps destroy some bacteria, but sanitizing with heat or chemical agents after cleaning does much more. You can reduce bacteria to safe levels using proper cleaning and sanitizing techniques. (National Assessment Institute, 1994) Cleaning Safely and Effectively:

There are many cleaning products or agents and a variety of equipment in the market. dYour manager will decide what is best for you will be trained and instructed on how to use such products safely. (Subida, 2007) Here are some points to support your workplace training: (Subida, 2007) 1.Clean in logical order.

2.Different cleaning tasks require different methods. Getting things wrong can cause damage to surface, harm to yourself, and spread bacteria and dirt. 3.Many cleaning agents are harmful. Their contact with your skin or eyes breathing in the fumes can cause a serious illness. 4.Mixing one agent with another can be dangerous. A chemical reaction can be set up or in some cases produce poisonous fumes. (Subida, 2007) Cleaning and sanitizing the work station

Each workstation should have a container of sanitizing solution in a convenient location to regularly wipe down food contact surfaces. You must keep the water clean and the chemicals at the correct level, so the water should be changed each hour. Cleaning surfaces each hour reduces the amount of work required at the end of the shift. In some cases, you may use sanitary wipes to remove debris and sanitize the workstation. At Popeyes, we refer to this process as “clean as you go” (Popeyes Food Safety Certification Program,2007).

Structural Requirements – No sanitary permit shall be issued for any premises to be used for preparation, handling and sale of food unless it is constructed in accordance with the following requirements: (The code on sanitation of the Philippines,2007) Floors – The floor shall be – (The code on sanitation of the Philippines,2007) I.Constructed of concrete or other impervious and easily cleaned material that is resistant to wear and corrosion and shall be adequately graded and drained; all angels between the floors and walls shall be rounded off to a height of not less than 3 inches (7,62cm) from the floor. (The code on sanitation of the Philippines,2007)

II.Constructed of wood with dovetailed or tongue and grooved floor boards laid on a firm foundation and tightly clamped together with all angles between the floor and walls rounded off to height of 3 inches (7.62cm.); or (The code on sanitation of the Philippines,2007) III.Constructed in accordance with the requirements of sub-clause (i) and (ii) of this clause and covered with linoleum, smooth surfaced rubber or similar material fixed to the floor with cement or suitable adhesive: Provided, that with the approval in writing of the local authority, floors may be covered with carpets or other floor covering in those parts of the premises where such carpets or coverings can be satisfactorily cleaned and maintained. (The code on sanitation of the Philippines,2007) Walls (The code on sanitation of the Philippines,2007)

I.The internal surface of walls shall have smooth, even, non-absorbent surface capable of being readily cleaned without damage to the surface and constructed of dust-proof materials; (The code on sanitation of the Philippines,2007) II.The walls, where subject to wetting or splashing, shall be constructed of impervious, non-absorbent materials to a height of no less than 79 inches (2meters) from the floor; (The code on sanitation of the Philippines,2007) III.The internal walls shall be painted in light colors or treated with such other wall finish as the health authority may prescribe. (The code on sanitation of the Philippines,2007) Ceilings (The code on sanitation of the Philippines,2007)

I.All ceilings or, if no ceiling is provided, the entire under-surface of the roof shall be dust-proof and washable. (The code on sanitation of the Philippines, 2007) II.The ceiling or undersurface of the roof of rooms in which food is prepared or packed or in which utensils or hands are washed shall be smooth, non-absorbent and light. (The code on sanitation of the Philippines,2007) Ventilation (The code on sanitation of the Philippines,2007) I.Ventilation shall be provided which shall be effective and suitable to maintain comfortable condition; (The code on sanitation of the Philippines,2007) II.The ventilation shall be adequate to prevent the air from becoming excessively heated, prevent condensation and the formation of excess moisture on walls, ceilings and for the removal of objectionable odors, fumes and impurities; (The code on sanitation of the Philippines, 2007)

III.In the absence of effective natural ventilation, mechanical ventilation with airflow from a clean are, and discharging in such a manner as not to create a nuisance, shall be provided; (The code on sanitation of the Philippines,2007) IV.Canopies, air ducts, fans or other appliances shall be provided as required by the health authority in particular circumstances; (The code on sanitation of the Philipines,2007) Storage of Washed Utensils (The code on sanitation of the Philippines,2007) 1.Cleaned and sanitized portable equipment and utensils shall be stored 46cms.(18 inches) above the floor in a clean, dry location and suitable space and faci8lities provided for such storage so that food contact surfaces are protected from splash, dust and other contaminants; (The code on sanitation of the Philippines,2007) 2.Utensils shall be air dried before being stored or shall be stored in a self-draining position on suitably located racks and suitably constructed shelves; (The code on sanitation of the Philippines,2007)

a.Containers and utensils shall be stored in properly constructed cabinets or otherwise properly protected from contamination; b.Facilities for the storage of silverware shall be provided and shall be designed and maintained in order to prevent them from being contaminated by the employee or customer. c.Drawers shall be made of the same materials and kept clean. Felt-lined drawers are not acceptable, but the use of clean and removable towels for lining drawers is acceptable. 3.Swabbing – Use one(1) swab for each group of four or more similar utensils. Take the swab from a freshly opened container of dilution water or dip a sterile swab, if separate, in such dilution water, and squeeze it against the inside of the container so as to remove excess water, leaving the swab moist but no wet. Rub the swab slowly and firmly three times over the significant surfaces of four or more similar utensils, reversing the direction each time. After swabbing each utensils, return the swab to the container of dilution water, rotate the swab to the container of dilution water, press out the excess water against the inside of the container before swabbing the next of the four or more utensils in the group.

The significant surfaces of utensils consist of the upper half-inch of the inner and outer surfaces of bowls and spoons. If it is desired to examine forks and surfaces of the dishes, etc., the area to be swabbed shall include the entire inner and outer surfaces of the tines of forks, the inner surfaces of plates and bowls. On plates, swab three times reversing the direction of each stroke completely across each of the two diameter at right angles to each other. On bowls, swab three times reversing the direction of each stroke around the inner surface of the bowl about halfway between the bottom of the bowl and the rim. (The code on sanitation of the Philippines,2007)

When swabbing equipment, remove swab from the tube of buffered solution and press out excess liquid on the side wall of solution container and rub cotton portion of swab slowly and thoroughly over approximately 51.64 sq. cm, (8sq.in.) of equipment surface. Rub slowly and firmly in a path of 1.27 cm.(0.5 in.) width and 40.65 cm. (16in.) in length. Rub swab in reverse direction, and repeat initial stroke. Return swab to original container of buffered solution, rotate the swab in diluents and press out excess liquid. Using the same applicator, swab four times other 51.64 sq.cm. (8sq.in.) areas of the same pieces of equipment, rewetting swab and pressing out excess liquid before swabbing successive areas. (The code on sanitation of the Philippines,2007) IV.Customer Satisfaction

Customer Satisfaction is the ultimate goal for a firm because it leads to brand loyalty and repeat purchases. Firms must meet or exceed customer expectations on a consistent basis in order to satisfy them. (Reid & Bojanic,2001) A.Improving a customer satisfaction

Improving Customer service should be a top priority of all managers working in the hospitality industry. Customer satisfaction occurs when a firm’s service, as perceived by customers, meets or exceed customer expectations will develop good reputations and often good quality images. (Reid & Bojanic,2001)

B.Techniques to Assess Customer Satisfaction
One of the critical components of a firm’s commitment to customer satisfaction is to obtain feedback that will provide an assessment on the firm’s performance. Then, benchmarks can be established and future progress can be evaluated. Also, these measures can be used to reward service personnel in a way that is consistent with affirms customer satisfaction goals. The following is a discussion of the most common techniques used by firms to assess customer satisfaction. (Reid & Bojanic,2001) Spoken Comments and Complaints: Listening to consumer comments and complaints is the most straight forward way to evaluate customer satisfaction. Service firms should set up formal systems that encourage customer and employee feedback regarding service experiences. (Reid &Bojanic2001)

Survey and Comment Cards: Many hospitality and travel firms leave comments cards in guests’ rooms, on tables in restaurants, and at other points of contract so they obtain feedback. One of the problems associated with this method is the lack of representation. (Reid & Bojanic,2001) Number of Repeat Customers: Service firms can gauge customer satisfaction by keeping track of repeat business. Higher levels of satisfaction would be associated with higher percentages of repeat customers. This is an unobtrusive method of assessing customer satisfaction, but it does not provide much detail. (Reid & Bojanic,2001) Trends in Sales and Market Sales: Another way to evaluate customer satisfaction without direct contact with customers is to examine the firm’s internal sale records. (Reid &Bojanic, 2001) Shopping Reports: Another approach used by hospitality and travel firms is to have someone consume a service just like another customer. (Reid & Bojanic,2001)

The Economics of Customer Satisfaction
Keeping satisfied customers is a lot cheaper than finding new ones. Many experts contend that the major reason for a company’s goals and efforts will be compromised, at least in a long run. (Rafthe,2003) V.Types of Restaurant: (McRea,2010)

RESTAURANT – coffee shops, canteens, panciteria, bistro, carinderia, fast food, refreshment parlors, cafeteria, snack bars, cocktail lounge, bars, disco, night club, food kitchens, caterer’s premise and other all eating or drinking establishments in which food or drink is prepared for sale elsewhere or as part of a service of a hospital, hotel, motel, boarding house, institution caring for people and other similar establishments. (The code on sanitation of the Philippines,2007)

Steakhouses
These restaurants usually cater to the middle and upper class markets. These are also usually oriented towards families and have a very relaxed and homey atmosphere. The meals in steakhouses are usually deemed as good buys. There are also the high-end steakhouses which concentrate more on the quality of the meat which they serve. (McRea,2010)

Seafood Restaurants
There are different types of seafood restaurants. There are the quick-service ones, the ones which cater to the middle class and the higher-end ones which cater to the upper class. The quick service seafood restaurants are very much similar to fast-food restaurants. Generally, seafood restaurants offer a wide variety of seafood and they serve it in different fashions. (McRea,2010)

Casual Dining
This type of restaurant caters to almost all kinds of people. People go here to be able to have a lot of food choices and enjoy the relaxed kind of atmosphere. The prices in casual dining restaurants are usually not that high. (McRea,2010)

Pizzeria
There are basically two choices in creating a pizzeria. The first one is to construct a full-blown restaurant which doesn’t only serve pizza but many different kinds of food as well. The other choice is to specialize in pizzas and a few other items such as beer. (McRea,2010)

Coffeehouse
More and more people are being enticed to go to cofehouses. These coffeehouses offer the coziest atmospheres for small talk and coffee conversations. (McRea,2010)