We used Critical Incident Technique (CIT) to analyze the data on this research. By filling the half structured question paper from the sampling Hakka restaurants on Meinung, we collected the opinions of service encounter, and Hakka cultural experience from customers. Besides, we also collected the opinions of service encountr from waiters. Then we classify the question papers using two standards which are “Dramaturgical theory” and Bitner’s standard (BBM principle) developed by Bitner et al. Finally, we realized the interaction between costumers and waiters and found out the key factors of satisfying service and unstatisfying service in Hakka restaurants
