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Torres, Bryan C. "Examining Self-Service Kiosks in Quick-Service Restaurant Settings." Thesis, University of North Texas, 2019. https://digital.library.unt.edu/ark:/67531/metadc1505242/.
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Research is needed that examines the effects of kiosk technology on restaurant operational performance measures, such as total sales. The study employs a 2X2 between-subjects field experimental design to empirically test the hypothesized relationships proposed in the research model. The data collection site was Burger King located in the student union of a large Tier 1 research university in southwest USA. The independent variables included ordering method (kiosk vs. cashier) and operational volume (peak vs. off-peak). The dependent variables were cognitive and affective attitudes, behavioral intention, satisfaction, sales per person, and order time. Consumers at Burger King were approached before they started ordering their meal to ask for voluntary participation. If they agreed to participate, they were randomly assigned into two test groups. Participants in one test group used kiosk technology to order their meals, while those in the other test groups spoke with a cashier to order their meals. The same number of participants were recruited from peak and non-peak volumes. The seconds used to order was observed and recorded after consumer engagement with the ordering method. After participants ordered, they completed a paper survey that measured their behaviors while ordering with each method and asked participants to indicate total purchase amount. Results of 192 surveys indicated to different extents that consumer behaviors were more positive with kiosk technology. Affective attitude results, however, were insignificant. On average, kiosk technology was found to be a faster method of ordering in quick-service restaurants, but it yielded less sales than when the consumer ordered from a cashier.
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Tao, Chen-Wei. "Development of restaurant service sabotage scale." Diss., Kansas State University, 2017. http://hdl.handle.net/2097/36211.
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Doctor of PhilosophyDepartment of Hospitality Management and Dietetics
Junehee Kwon
Service sabotage refers to employees' deliberate actions that negatively affect service, functional quality, employee-customer rapport, and company performance. Almost all frontline employees in the hospitality industry have witnessed service sabotage behaviors, and 85% admitted to engaging in such misbehaviors. Despite the prevalence and profound impact of service sabotage, it has been a challenge for researchers to measure the construct and understand specific and contextualized restaurant service sabotage behaviors. Thus, the purpose of this dissertation was to develop a reliable and valid scale to measure restaurant service sabotage. A mixed methods research design was applied. A qualitative study was conducted to explore prevalent restaurant service sabotage behaviors and to generate an item pool for the initial scale, followed by two quantitative studies with two different groups of non-managerial frontline employees in full-service restaurants to refine and validate the scale. Guided by critical incident technique, 243 critical incidents were derived from the in-depth interviews (n = 26). Of those, 28 explicit types of restaurant service sabotage behaviors were identified and further categorized into three behavioral groups: targeting customers, colleagues, and restaurants. In conjunction with scale items extracted from related measures, an initial instrument consisting of 39 items was developed and administered to an online restaurant employee panel by hiring a professional research firm. A total of 419 usable responses were collected and analyzed using principal axis factoring with a promax rotation. Results revealed a 13-item scale with three dominant factors. To validate the scale, 463 usable responses were gathered for data analyses. Results of the confirmatory factor analyses indicated a good model fit of the three-factor model, Chi-square/df=3.15, GFI=.96, CFI=.97, NFI=.95, and RMSEA=.07 while reducing the scale items from 13 to 10 and supporting the scale's dimensionality. Tests for validating construct validity were all fully supported. Cronbach’s alpha coefficients were all greater than .70, showing internal consistency of the scale. This psychometrically valid and conceptually sound scale may be applied in future restaurant service sabotage research and may stimulate additional studies to advance the theory and explore the criterion network. Implications, limitations, and direction for future research are discussed.
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Njite, David. "Examining brand associations that influence consumers' restaurant preferences." Columbus, Ohio : Ohio State University, 2005. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1133251880.
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Han, Heesup. "Restaurant customers' emotional experiences and perceived switching barriers : a full-service restaurant setting." Diss., Manhattan, Kan. : Kansas State University, 2007. http://hdl.handle.net/2097/438.
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Blansett, Karen D. (Karen Day). "Prediction of the Job Performance of Restaurant Workers Using a Service Orientation Measure." Thesis, University of North Texas, 1990. https://digital.library.unt.edu/ark:/67531/metadc501115/.
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Service orientation has been suggested to be a work-related behavioral trait that contributes toward overall job performance in certain occupations. Therefore, the Batrus Hollweg Service Questionnaire (SQ), a personality inventory, was hypothesized to predict performance in a sample (N=55) of fast-food restaurant workers whose jobs were primarily composed of service-related elements. A performance evaluation form was created for use as the criterion measure. An alternative scoring system for the SQ was developed, and showed it to be significantly correlated with the criterion. The potential for use of the alternative scoring procedure is discussed.
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Antonsson, Henrik, Lukas Engström, and Vytautas Verbus. "Innovation within Fast Food Restaurants : The role of the local restaurant management." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15527.
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Background: Innovation is an important aspect of business today. It is important for companies to be innovative in order to stay competitive with their competitors. During the last couple of decades, technology has become more and more common both in our daily life, as well as in businesses. This has lead to an increase in technology implementation, especially within the service industry, where customers now can use self-service technologies in order to receive the service on their own. However, a lack of self-service technologies was discovered within the fast food industry. Since these types of innovations increased the service efficiency and decreased the waiting-time for customers, the authors believed that this would be very interesting for local managers within the fast food industry. Therefore, the authors began to investigate how much power local management has over these types of new innovations. Purpose: The purpose of this thesis is to explore how local management affects the innovation process, within fast food restaurant chains. Method: By conducting a cross-case study with the two fast food companies Subway and Max, the authors interviewed local fast food managers in order to explore the effect local management have on the innovation process. These two cases were selected since Subway fully consists of franchisees, while Max is almost completely company owned. Therefore, the two most common organizational structures within the fast food industry are included which will provide a more fair view of the industry. Conclusion: The effect of the innovation process has a positive relationship with the amount of power distributed to the local management. However, these areas differ depending on the organizational structure, with franchisees achieving their highest amount of power within medium-sized innovations and managers in company-owned outlets maintain their highest amount of power within minor innovations. Even though the overall communication was perceived as satisfying and efficient, large opportunities for improvements occur. By implementing more horizontal communication within the local management, it is in the belief of the authors that the entire internal communication will benefit. Especially this would benefit the franchise system where an increased local communication and collaboration would lead to more efficient communication throughout the entire organization.
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Nizam, Haitham. "Survival Strategies for Small Independent Full-Service Restaurants." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4162.
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Small businesses play a vital role in the modern economy. They represent the main catalyst for economic development. However, small businesses fail at a high rate, especially small independent restaurants. Around 25% of small independent restaurants fail within the first year of operation, and around 60% do not survive for more than 3 years. The purpose of this multiple case study was to explore what strategies small independent full-service restaurant owners in the Al Rehab District, Cairo, Egypt implemented to sustain operations for more than 5 years. The restaurant viability model provided the conceptual framework for this study. The population of this study comprised of 14 owners of small independent full-service restaurant with less than 50 employees in the Al Rehab District, Cairo, Egypt, who sustained their businesses operations for more than 5 years. The data sources included semistructured interviews, restaurant review websites, and social media platforms. Based on methodological triangulation of the data sources, open coding, analyzing the data using qualitative data analysis software, and member checking, 5 themes emerged: restaurant infrastructure strategies, marketing strategies, operations strategies, management strategies, and emotive strategies. The potential implications for positive social change include increasing the success rate of small independent restaurant owners, which in return will create wealth for the owners, generate employment opportunities, increase the government tax revenues, and contribute to the growth of the Egyptian economy.
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Hugol-Gential, Clémentine. "Le service au restaurant : analyse linguistique et multimodale des interactions entre personnel de service et clients." Thesis, Lyon 2, 2012. http://www.theses.fr/2012LYO20011.
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Le service, basé sur de nombreuses ressources verbales et multimodales, est déterminant dans l’organisation de la prise de repas au restaurant. Dans le cadre de ce travail de recherche, nous nous sommes particulièrement intéressée aux interactions se déroulant entre le personnel de service et la clientèle grâce à la collecte d’un corpus d’enregistrements vidéo réalisée en situation naturelle, au sein de plusieurs restaurants. Ce travail empirique, mené dans une perspective praxéologique et interactionnelle, nous a permis de dégager plusieurs phénomènes interactionnels constitutifs des pratiques professionnelles de service. Les phénomènes dégagés nous permettent de souligner l’importance et la complexité des différentes ressources mises en œuvre par les participants dans l’organisation et l’ordonnancement de leurs activités. L’analyse se focalise tout d’abord sur les pratiques par lesquelles le personnel de service ouvre régulièrement l’interaction avec les clients, puis aux différents usages de la carte, et enfin à l’organisation du choix et à l’emploi de catégories ad hoc lors de la prise de commande des plats et des vins. L’enjeu de ce travail est de comprendre l’organisation détaillée des interactions entre personnel de service et clients et ainsi, de souligner leurs caractères fondamental et structurant dans l’expérience de restaurationBased on a rich array of verbal and multimodal resources, the service is crucial in the organization of the meal at restaurant. Within this study, we are particularly interested in the interactions taking place between service staff and customers. On the basis of a corpus of video recordings realized in natural settings within several restaurants, the empirical analyses have been carried out within a praxeological and interactional perspective. Several interactional patterns within professional practices of service have been identified. These phenomena allow us to underline the importance and the complexity of various multimodal resources implemented by the participants in the organization and the coordination of their activities. This study is interested first of all in the practices by which service staff opens regularly the interaction with customers, then in the various uses of menu, and finally in the organization of the choice and the use of ad hoc categories during the order-taking of dishes and wines. The issue is to understand the detailed organization of the interactions between service staff and customers and so, to underline their fundamental and structuring character for the dining experience
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Thomson, Guy. "Franchising a full service restaurant concept : a case study." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/874.
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This treatise investigates the restaurant industry, entrepreneurship, franchising and restaurant franchising in order to develop a model that will enable a full service restaurant concept to be converted into a successful franchise system. Restaurants play a significant role in our lifestyle, and dining out is a favoured social activity. The industry plays an important role in the transfer of skills as many people start working in the restaurant industry before moving onto more formal careers. The restaurant industry offers many opportunities for entrepreneurial activity as a result of the relatively low barriers to entry. Entrepreneurship is the pursuit of opportunity regardless of the resources at hand and it requires a willingness to take calculated risks in order to build something of value from virtually nothing. The success of emerging economies such as China and India has proven that the only growth sectors in these economies are small and medium enterprises, which are driven by entrepreneurs. Franchising is considered to be a viable growth strategy for small business as it provides a means of raising capital and a method of expanding the business in a relatively low risk manner. There are many well established restaurant franchise brands that originated in South Africa, starting out as successful single outlets and then by means of the business format franchise model, developed into multi unit franchise systems. There are certain basic generic steps that must be followed when developing a franchise system. This was verified by the empirical study of this treatise which was conducted as a single unit case study on the Dulce Franchise Group. Finally, as a result of the analysis of the literature study and the findings of the case study, a restaurant franchise conversion model was developed.
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Jiranyakul, Pattaraporn, and Chitraporn Yoksvad. "Consumer attitudes toward Quick Service Restaurants in Thailand: the study of influencing factors affecting purchase making decision." Thesis, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-12578.
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Abstract Date: May 11, 2011 Program: MIMA-International Marketing Course name: Master Thesis (EFO705) Title: Consumer attitudes toward Quick Service Restaurants in Thailand: The study of influencing factors affecting purchase making decision Authors: Miss Pattaraporn Jiranyakul Miss Chitraporn Yoksvad Tutor: Johan Grinbergs Problem statement: “What is the driving force or the reason behind the fast food consumption of the Thai consumers?” Purpose: The purpose of this paper is to “investigate Thai consume attitude toward Quick Service Restaurant (QSR) on Thai consumer choice and the most impportant marketing factors." Method: This paper has applied for the quantitative method with questionnaires survey. The hypothesis testing has been fomulating in analyzing the most important factors towards Thai consumers attitudes as well as the marketing mix elements. The information of this paper is collected from the data of Malardalen University database. Conclusion: Age and income in term of demographic variable are considered to be the most significant factors of Thai consumer choice on fast food consumption. Place element of the marketing mix has come to be the major factor among Thai consumers followed by product, price and promotion respectively. Keywords: Quick Service Restaurant, Consumer Behavior, Culture, Demographics, and Marketing Mix (4’Ps)
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Logan, Theresa Castillo. "An exploratory study of family dining attitudes toward full service restaurant product/service attributes." Thesis, This resource online, 1991. http://scholar.lib.vt.edu/theses/available/etd-10102009-020038/.
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Flink, Mathias Gustaf, and Carl Beling. "Food for thought : A study on the digitalization of restaurant interactions." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-332264.
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This study is grounded in the evolving perspective of Service Marketing, Service-Dominant-Logic and ServiceLogic and aims to provide a holistic view of how the digitalization of interactions affects the service provided by the restaurant and in turn the customers’ value creation processes. More exactly, the study examines a digital system for information exchange, order placements and payments in a restaurant on the Swedish market. The study adopts a qualitative approach and data has been collected through the use of unstructured observations and semi-structured interviews. The findings are that the system for digital interactions has both positive and negative effects on valuecreation. It also changes other aspects of the service not directly linked to the system. If this ultimately creates more or less value for the customers is believed to depend on the customers’ individual differences, but if the system is used as a complement to the already existing service rather than as a substitute of the human interaction there are opportunities for a successful implementation.
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Liujuan, Li. "Marketing plan for the “Oriental Tea” restaurant." Master's thesis, Instituto Superior de Economia e Gestão, 2019. http://hdl.handle.net/10400.5/19008.
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Mestrado em MarketingO objetivo deste projeto é melhorar o desempenho de um restaurante chinês, o "Oriental Tea" através da realização de um plano de marketing. O restaurante "Oriental Tea" está situado numa cidade turística popular do Algarve, em Portugal. Estando inserido numa bonita paisagem natural, o restaurante "Oriental Tea" atende milhares de turistas todos os anos. Procura enriquecer a experiência gastronómica do turista com o seu restaurante e diferenciar-se dos seus muitos concorrentes. No entanto, nos últimos anos o restaurante tem registado uma quebra nos lucros, em face da concorrência cada vez mais intensa registada neste setor. Após uma pesquisa preliminar, foi desenvolvido um plano de marketing para ajudar o restaurante a aumentar a sua receita. O objetivo é aumentar a receita em 20% até o final de novembro de 2020, comparando com o mesmo período de 2018. Foi desenvolvido e aplicado um questionário online para turistas em geral e foram feitas entrevistas a clientes presentes no restaurante para obter informação sobre os principais fatores que afetam a satisfação do cliente, inpirado do modelo SERVQUAL. Foi adotada uma abordagem quantitativa para analisar os dados coletados no inquérito a turistas e a clientes. O principal contributo deste plano de marketing é o reconhecimento da importância do marketing e da comunicação na restauração.
The purpose of this project is to improve the performance of a Chinese restaurant, "Oriental Tea" by developing a marketing plan. The "Oriental Tea" restaurant is situated in a popular touristic city in the Algarve, Portugal. Being surrounded by a beautiful natural landscape, the "Oriental Tea" serves thousands of tourists every year. It aims to enrich tourists' experiences in the restaurant and to differentiate from its many competitors. However, it has been struggling with decreasing profits in the last few years, while facing increasingly intense competition in this industry. After preliminary research, a marketing plan was developed to help the restaurant improve its revenue. The objective is to increase its revenue by 20% until the end of 2020, comparing to the same period of 2018. An online survey to general tourists and interviews with customers in the restaurant were carried out to collect the data on the main factors affecting customers' satisfaction, inspired by the SERQUAL model. A quantitative approach was used to analyze the data collected. The main contribution of this marketing plan is to recognize the importance of marketing and communication in the catering industry.
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Arroyo, Jill. "Job safety applying critical incident techniques to job safety for residential restaurant operations /." Menomonie, WI : University of Wisconsin--Stout, 2006. http://www.uwstout.edu/lib/thesis/2006/2006arroyoj.pdf.
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Raine, Emily. "On waiting: a political economy of affect in restaurant service." Thesis, McGill University, 2013. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=114210.
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This research project attends to the social and political relations surrounding casual restaurant servers' production of "good service." Service standards have become so normalized as to be largely invisible in day-to-day life, yet their performance reproduces and reinforces sexualized gender roles and social differences. Restaurant service is consumed as part of the "experience economy," such that the interactions with service workers become a constituent part of the service commodity, making servers' intersubjective work directly productive for capital in a way that requires novel disciplinary and compensatory regimes, effectively entrepreneurializing service workers to motivate the good service that restaurants promise their customers. Good service depends on a series of illusions that enable customers to enjoy the subjective role of the sovereign consumer by engaging in the fetish of good service, where there is some understanding that the service relationship is normalized and habitual work for the server, but both parties pretend that it is autonomous, sincere and organic, a fetish I term the "illusion of spontaneity." Maintaining this illusion requires selectively eliding some features of restaurant work, in what I term the "eclipsed exertion," while other kinds of labour are showcased; for instance, the productive work of food production and cleaning is mostly performed in hidden kitchens, while servers' (often highly sexualized) bodies circulating on the restaurant floor are staged for their seated customers. The division between kitchen and dining room mimics the broader process of offshoring materially productive labour in the post-Fordist economy, but it does so within the space of the restaurant itself; the restaurant can in a sense be thought of as a microcosm of the processes of contemporary global capitalism. The structure of labour processes in restaurants thus directs attention to how theoretical accounts of affective and immaterial labour might be expanded to include the manual labour that makes this kind of work possible, as well as to the work and citizenship conditions extended to the repetitive manual workers in service's backstages.Eclipsed exertion also refers to the hidden work of servers, though, both the tasks (such as cleaning and restocking) that servers regularly do but that are not as prominently displayed as service rituals, and those parts of service, like the emotional modulation of presenting the mandated cheerful demeanor that are not cast as "work" per se in the service exchange, instead resting on a parasitical adoption of social habits of mutuality and reciprocity. Such occlusions, of service labour's status as labour, also interfere with considerations of service's status as skilled or meaningful work, since many of the traits of service, such as deference and care, are cast as "natural" aptitudes innate to the women who mostly do this work. Public recognition of affective labour's status as labour is crucial, particularly in restaurants where customers' proximity to workers appears to give them privileged access to workers' labour processes, and where customers play a central role in their disciplinization and compensation by tipping. The notion of good service provides a constructive access point to the intersection of emotional labour with other economic and social habits, norms and institutions because it illustrates how either self-motivated or imposed gestures of goodwill and courtesy are underscored by economic incentives, power relations and social norms. In short, it enables the study of how interpersonal communication between individuals are organized as commodities, providing a platform for thinking about service relationships politically, as well as addressing how capitalism adapts to incite the increased subjective labour needed as the services come to make up an ever greater part of the economy.Ce projet de recherche étudie les relations politiques et sociales qui encadrent la production d'un « service de qualité » par des serveurs de restaurants de catégorie moyenne. De nos jours, les standards de service ont été normalisés au point de passer largement inaperçus. Cependant, la prestation de ces services sert la reproduction et l'intensification de rôles de genre sexualisés et de différences sociales. Le service au restaurant est consommé dans le cadre d'une « économie de l'expérience », de sorte que les interactions avec le personnel de service font partie intégrante du service marchand. Il en résulte que le travail intersubjectif des serveurs devient directement productif pour le capital et requiert des régimes compensatoires et disciplinaires nouveaux qui transforment le personnel de service en entrepreneurs motivés à offrir le service de qualité que les restaurants vendent à leur clientèle.Ce service de qualité est tributaire d'un ensemble d'illusions qui permettent au consommateur de jouir du rôle subjectif de consommateur souverain en se livrant au fétiche du service de qualité. Même s'il est entendu que la relation de service est ici normalisée et relève d'un travail pour le serveur, les deux parties font comme si elle était autonome, sincère et organique, phénomène que nous nommons « illusion de la spontanéité ». Le maintien de cette illusion demande qu'on élude certains aspects du travail en restaurant au profit de certains autres, procédé que nous appelons « occultation de l'effort ». Ainsi, les travaux productifs de ménage et de production des aliments sont en grande partie effectués à l'abri des regards dans les cuisines, tandis que les corps des serveurs (souvent fortement sexualisés) circulent dans la salle comme sur une scène destinée aux clients. La division entre la cuisine et la salle de service reproduit, dans le cadre spatial du restaurant, le processus plus large de délocalisation du travail productif matériel qui caractérise l'économie postfordiste; il est ainsi possible de concevoir le restaurant comme un microcosme des processus du capitalisme global contemporain. La structure des processus de travail en jeu dans la restauration permet ainsi de voir de quelle manière les descriptions théoriques sur le travail affectif et immatériel pourraient être enrichies et inclure le travail manuel qui en est la condition de possibilité, attirant l'attention, du même coup, sur les conditions de travail et de citoyenneté consenties à ceux qui effectuent les tâches manuelles et répétitives dans les coulisses du service.Le concept d'occultation de l'effort renvoie aussi au travail caché des serveurs, qu'il s'agisse de tâches (comme le ménage ou le réassortiment) effectuées sur une base régulière sans avoir pour autant la même visibilité que les rituels de service, ou de ces éléments (comme la modulation émotionnelle qu'implique une aménité de rigueur) qui ne sont pas considérés comme du travail en tant que tel dans l'échange de service mais plutôt comme le résultat de l'adoption parasitaire d'une habitude de réciprocité. Ces formes d'occultations du travail propre aux services sont aussi liées à des considérations sur le statut du service comme travail qualifié et significatif, dans la mesure où bon nombre des caractéristiques du service, telles que la déférence et la sollicitude, sont présentées comme des aptitudes « naturelles » innées aux femmes qui, la plupart du temps, exercent ces emplois. La reconnaissance publique du travail affectif comme travail proprement dit est essentielle, particulièrement dans les restaurants où la proximité des clients avec le personnel leur donne un accès privilégié aux processus de travail de ces derniers et où les clients, par la pratique du pourboire, jouent un rôle central dans leur disciplinarisation et leur compensation.
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Yoo, Seung Ah. "Customer Perceptions of Restaurant Cleanliness: A Cross Cultural Study." Thesis, Virginia Tech, 2012. http://hdl.handle.net/10919/34127.
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What is a clean restaurant in customersâ viewpoints? Restaurant cleanliness is considered one of the most significant conditions when customers evaluate overall restaurant quality or decide their levels of satisfaction. However, there have been few studies of perceptions of restaurant cleanliness in customersâ eyes. Previous studies were found to use inconsistent concepts of restaurant cleanliness when evaluating restaurant cleanliness. For example, some measurement scale of restaurant quality or customer satisfaction includes only items related to a restaurantâ s interior appearance to measure the restaurant cleanliness. Some researchers have also included items related to serverâ s appearance. In other studies, overall images of a restaurant were used to evaluate its cleanliness.
This study attempts to investigate the customersâ perceptions of restaurant cleanliness. Understanding what customers consider when they evaluate a restaurantâ s cleanliness can be beneficial for hospitality managers who can use the information to increase their restaurantâ s quality and to satisfy their customers. In addition, this study was conducted with two different cultural groups of customers: Westerners and Asians. Understanding how different cultures perceive restaurant cleanliness can help hospitality managers who plan to expand their business in the global market.
The results of this study indicated that the items of restroom personal hygiene, restroom appearance and serverâ behavior all have a positive relationship with customersâ restaurant quality evaluations. The level of importance of restaurant cleanliness dimensions was found to be similar between the Western and Asian samples. The serverâ s behavior, restroom appearance and signage were found to be the most important dimensions for both groups. However, restroom personal hygiene was found to be the only dimension ranked differently by the two groups in the study. Westerners weighed the restroom personal hygiene as more important than did Asian respondents. Asian groups were found to have higher expectations for overall restaurant cleanliness dimensions than Western groups.Master of Science
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Zhang, Jiaoyan. "The impact of U.S. quick service on the health and patronage of Chinese urban consumers." Thesis, University of North Texas, 2003. https://digital.library.unt.edu/ark:/67531/metadc4272/.
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Over the last decade there has been a rapid development of United States quick service restaurant companies such as KFC and McDonalds in China. Increasingly urban Chinese consumers patronize these restaurants as a way to experience American culture. For some it is becoming a part of their eating pattern. Recent health studies have demonstrated that nutritional diseases are increasing in China. This study accessed urban Chinese consumers' perceptions about U.S. quick service restaurants and their knowledge about the nutritional value that U.S. quick service food can provide. This study revealed that Chinese consumers' perceptions and knowledge about U.S. quick service impacts their patronage. Additionally, the study determined correlation between consumer patronage and reported health status as well as consumers' length of patronage negative influence on their health status. The results of this study will help U.S. quick service restaurants in educating consumers on nutrition and improving the menus.
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Piazza-Waggoner, Carrie. "Burn prevention knowledge an assessment of restaurant servers /." Morgantown, W. Va. : [West Virginia University Libraries], 2001. http://etd.wvu.edu/templates/showETD.cfm?recnum=2128.
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Thesis (M.A.)--West Virginia University, 2001.Title from document title page. Document formatted into pages; contains v, 42 p. Vita. Includes abstract. Includes bibliographical references (p. 25-26).
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Guo, Hui. "A feasibility study for a quick-service restaurant in Chengdu, China." Menomonie, WI : University of Wisconsin--Stout, 2006. http://www.uwstout.edu/lib/thesis/2006/2006guoh.pdf.
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Baker, Melissa. "Service behaviors and time preferences of rural and urban restaurant customers." Thesis, Virginia Tech, 2010. http://hdl.handle.net/10919/33005.
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Do customers in rural and urban markets want the same thing from a restaurant server? While researchers have stressed the importance of sub-culture and made the call for empirical research, few studies have incorporated sub-culture into their research, especially within the hospitality industry. Empirically measuring the differences in sub-culture, may be especially important for restaurant operators as they serve and employ a myriad of different customers in different markets. One under researched yet critical way is through a better understanding of the importance of customer contact employeesâ behavior. Understanding the importance customers place on standard restaurant wait staff behaviors and time standards may be critical to earning customers satisfaction and patronage, yet few studies have empirically examined this. Developing enhanced ways of understanding how to adapt service delivery behavior to the values of major cultural groups can be extremely beneficial to hospitality managers.
This study attempts to close these gaps by investigating the influence of sub-culture on consumer perceptions of behavioral and timing dimensions in a casual, full-service restaurant setting, through methodological sampling concentrating on two main sub-cultural groups: rural and urban restaurant patrons. Results indicated that sanitation and accommodation were the most important behavioral dimensions for both groups. The level of server responsiveness, friendliness, and knowledge were statistically different for the rural and urban samples. Results suggest that casual restaurant wait staff need to tailor service behavior by accommodating and customizing to the cultural and sub-cultural based guest needs in order to maintain a competitive advantage in satisfying customers. This study also demonstrates theoretical and managerial implications and suggests that further research is needed to investigate differences across other hospitality settings.Master of Science
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Mhlanga, Osward. "EXPECTATIONS AND EXPERIENCES OF FORMAL FULL-SERVICE RESTAURANT DINERS IN PORT ELIZABETH." Thesis, Bloemfontein: Central University of Technology, Free State, 2014. http://hdl.handle.net/11462/230.
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Thesis (M. Tech. (Tourism and Hospitality management)) -- Central University, Free State, 2014The formal full-service restaurant industry in South Africa is undergoing a period of anaemic growth due to the after effects of the 2009 global economic recession. Since the recession, industry growth has been subdued as diners seek more for their money when spending at restaurants. Consequently, industry revenue declined 1.8% in 2013 as diners tightened their purse strings. It is for this reason that it was decided to investigate diners’ expectations and experiences in selected formal full-service restaurants in Port Elizabeth. A pilot study was conducted among five diners in two formal full-service restaurants in Port Elizabeth, and the empirical study was conducted in December 2011 and January 2012 among 400 diners of eight formal full-service restaurants in Port Elizabeth. The research findings revealed that respondents with a tertiary diploma recorded the highest expectation score (4.25) whilst those who spoke languages other than Afrikaans, English, IsiZulu and IsiXhosa recorded the lowest (3.69). Respondents in the age group 55 to 64 years recorded the highest experience score (4.53) whilst those who spoke IsiXhosa recorded the lowest (3.84). Altogether 44.5% of the respondents frequented restaurants at different intervals two to four times in the previous six months whilst 51.2% spent on average, R200 to R299 per person and 18.5% held occupations in business, commerce and finance. Respondents who spent more than R399 had the highest expectation score (4.53) whilst those who frequented restaurants at different intervals more than 10 times in the previous six months had the lowest (3.97). Respondents with an occupation in education reported the highest experience score (4.36) whilst those who frequented restaurants at different intervals of nil to one time in the previous six months reported the lowest (4.04). A total of 22% of the respondents patronised restaurants because of good service. Restaurant B obtained the highest expectation (4.39) and experience (4.51) scores whilst restaurant C recorded the lowest expectation (3.71) and experience (4.03) scores. All diners’ experiences were below expectations giving an overall gap of -0.47. The strongest correlation with diners’ expectations was level of service whilst the strongest correlation with diners’ experiences was food quality. The regression model showed that the level of service was rated as the most important variable for diners’ expectations whilst the quality of food was rated as the most important for diners’ experiences. However, recommendations were made to improve diners’ experiences in the selected formal full-service restaurants in Port Elizabeth. The results of this study would help restaurateurs to identify areas of improvement and increase customer satisfaction.
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Brégeon, Lalanne de Saint-Quentin Virginie. "Un mix design expérientiel-culinarité au service du ravissement du consommateur." Thesis, Rennes 1, 2017. http://www.theses.fr/2017REN1G006/document.
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La notion de culinarité est « dans toutes les bouches » sans avoir été l'objet d'une définition en marketing et comportement du consommateur. Pour combler cette lacune, cette thèse s’est attachée à explorer les contours de la culinarité et proposer un mix design expérientiel x culinarité au service du ravissement du consommateur. Après de premières explorations basées sur des analyses de contenus sur internet (NGram Viewer et Google) et des entretiens semi-directifs qui ont affiné la compréhension du concept, la recherche a consisté en une analyse polymorphe des dimensions et pratiques autour de la notion de culinarité. S'appuyant sur une multiangulation des terrains de recherche, les quatre études empiriques ont été : 1) des études de cas au Grand Restaurant ; 2) une observation participante d’un Mooc en design culinaire ; 3) des manipulations de la culinarité au restaurant ; 4) trois expérimentations sous forme de restaurants éphémères, supports d’une enquête et d’observations. Dès lors, les conclusions apportées proposent une définition de la culinarité (déterminant Plaisir et 4 dimensions QCSP : Q-Qualité, C-Créativité, S-Savoir-Faire, Partage), confirmant l’intérêt d’un mix design expérientiel x culinarité pour ravir le consommateur et introduisent ce que serait le marketing culinaireThe culinary is in everybody’s mouth without having been defined neither in marketing or in the field of consumer’s behavior. In order to limit this lack of concept, this thesis aims at exploring the ideas behind the culinary and to suggest a mix experiential design x « culinariness » for a consumer’s delightment. After the first exploration based on content analysis on the internet (NGram Viewer and Google) and semi-directive interviews that have revealed part of the concept, the research consisted in a polymorphic analysis of the dimensions and uses of the culinary. Built on a multiangulation of the research, the four empirical studies were : 1) case studies of quality restaurants ; 2) participating observation of a Mooc on food design ; 3) tests on the dimensions of the culinary at the restaurant ; 4) three experimentations as pop up restaurants enabling somes observations on spot and investigations. Thus, the results of this study lead to a definition of the culinary (Pleasure as a determinant and 4 dimensions QCKS: Q-Quality ; C-Creativty ; K-Know-how ; S-Sharing). They attest the point of an experiential design x culinary mix in order to delight the consumer and introduce a culinary marketing
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Phornprapha, Sarote. "The preferences of restaurant operative staff concerning leadership style : a study in Thailand." Thesis, University of Surrey, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.308554.
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Heung, Che-shing Vincent. "A study of visitors' evaluation of airport restaurant service quality in Hong Kong /." Hong Kong : University of Hong Kong, 1999. http://sunzi.lib.hku.hk/hkuto/record.jsp?B2108015X.
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Ferreira, Ana Bárbara Fernandes. "Plano de marketing para "Enjoy – Healthy Restaurant"." Master's thesis, Instituto Superior de Economia e Gestão, 2018. http://hdl.handle.net/10400.5/16613.
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Mestrado em MarketingEste projeto final de Mestrado tem como objetivo, elaborar um plano de maketing para um novo negócio de restauração em Lisboa, que arrancará em março de 2019. Portugal vive um momento de crescimento económico, com as receitas do turismo a atingir recordes anuais sucessivos, e a restauração a contribuir muito positivamente para esse dinamismo económico. Para aproveitar esta oportunidade, vai-se lançar o enJoy - Healthy Restaurant, que pretende oferecer um serviço diferenciado, com principal foco no serviço de refeições nutricionalmente equilibradas. Os resultados obtidos no inquérito aplicado a 139 pessoas, permite concluir que 79,9% da nossa amostra considera praticar uma alimentação saudável e que mais de metade (58,3%) da amostra, assume uma preocupação e cuidado com a sua alimentação. Esta preocupação está espelhada nos resultados do Teste de Wilcoxon igual a 10,369 e p=0,001. Para além disto, a existência de refeições equilibradas e ajustadas à necessidade nutricional é visto como importante, na escolha de um restaurante, com 48,9% das respostas. Apesar de marginalmente significativa, é de assinalar, que os sujeitos que têm uma alimentação saudável estariam dispostos a pagar mais do que os que não têm uma alimentação saudável, por um menu saudável, como se demonstra pelo resultado do teste Mann-Whitney de -1,930 e p=0,054.
This master final project purpose is to create a marketing plan for a restaurant that will be open in March of 2019. Portugal is growing economically with tourism revenues made from the large amount of restaurants that contribute to this sector. It's the right time to launch enJoy - Healthy Restaurant, a unique concept that offers meals with nutritional equilibrium. The results shown in our inquiry to 139 people, concludes that 79,9% of our samples have a healthy lifestyle and 58,3% of our samples have assumed that they care abouth their food habits. This concern is mirrored in the Wilcoxon Test results equal to 10,369 and p=0,001. The existance of meals with nutritional equilibrium is seen importantly in the choice of the restaurant with 48,9 % of the anwers. Although marginally significant, it should be noted that subjects who have a healthy diet would be willing to pay more than those who do not have a healthy diet for a healthy menu, as demonstrated by the result of the Mann-Whitney test of -1,930 and p=0,054.
info:eu-repo/semantics/publishedVersion
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Lee, Kyuho. "Exploring the Impacts of Service Guarantee Strategy in the Casual Restaurant Sector." Diss., Virginia Tech, 2006. http://hdl.handle.net/10919/30082.
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This study examined the impacts of service guarantees in terms of consumers' perceived risks, loyalty, and word-of-mouth intent in the casual dining restaurant segment. In addition, the study investigated what type of service guarantee consumers preferred. A total of seven research hypotheses were developed on the basis of relevant literature review. In an effort to test the research hypotheses, a scenario method was developed. A total of seven research scenarios were created based on the Virginia Tech web survey system, which allows subjects to complete the survey online. The subjects of the study were Virginia Tech Faculty. The scenarios were sent to faculty members via e-mail during the month of September. The results of the study are striking: 5 research hypotheses are supported, 1 research hypothesis is partially supported, and only 1 research hypothesis is rejected. The results of the study suggest that a well-executed service guarantee could reduce consumers' perceived risks, raise consumers' intent to complain, and increase positive word-of-mouth and loyalty. Furthermore, the results of the study indicate that a specific service guarantee is much more effective in reducing consumers' perceived risks, and increasing consumers' intent to claim initial service failures, in comparison to those of an unconditional service guarantee in the casual dining restaurant industry. On the other hand, a service guarantee which was executed poorly resulted in reducing consumers' loyalty and increasing consumers' negative word-of-mouth. In addition, the results of the study suggest that a service guarantee offered by independent restaurants could be a competitive advantage over a brand restaurant not offering a service guarantee. Overall, the results of the study suggest that a carefully designed, specific service guarantee could be a competitive advantage for independent restaurant operators in the competitive business environment.Ph. D.
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Paillat, Etienne. "Energy Efficiency in Food-Service Facilities : The Case of Långbro Värdshus." Thesis, KTH, Tillämpad termodynamik och kylteknik, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-93429.
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Food-service facilities have high energy intensities compared to other commercial buildings due to their energy use for cooking and refrigeration. Assessing the energy performance of such facilities has two main purposes. The first one is to evaluate how efficient food-service facilities are and to compare the results with other similar facilities. The second objective is to get a deeper analysis of the energy uses, what enables an easier identification of the processes whose energy efficiency can be improved. This thesis gives, in a first part, a general methodology of how such an energy performance assessment could be carried out. In a second part, a Swedish restaurant – Långbro Värdshus – is taken as a case study. This case study consists in an analysis of the cooking appliances' energy use and an energy performance assessment of the whole facility. A first result of this thesis is the importance of the definition of the system before to start the assessment. Lack of information about the considered processes or how energy use is estimated makes comparison and benchmarking difficult and potentially irrelevant. A second important aspect that stands out of the study when dealing with energy efficiency is the choice of a meaningful indicator. In the case of food-service facilities the amount of energy used per meal (typically expressed in kWh/meal) seems to be the most appropriate one. As regards the energy efficiency of Långbro Värdshus, it has been estimated at 5.9 kWh/meal when considering the total energy use of the facility and at 4.1 kWh/meal without HVAC systems' energy use. Concerning the cooking appliances, the monitored data of their electricity consumption have been analysed to identify the influence of the heating technology and behaviours on the energy use. It resulted, for example, that replacing two hot plate range tops by a solid top and an induction range top enabled 38 % energy savings. Moreover, training the personnel reduced by 7 % the total energy use of the monitored cooking appliances.
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Wangsawidjaja, Stanley, and 王華俊. "Restaurant Customers’ Over-Service Experiences." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/wt6nw7.
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碩士國立高雄餐旅大學
餐旅研究所
106
Service is the action of helping or doing work for someone. Through service, a lot of problems are made easier and people can express their needs and thoughts to the server. The server needs to know how to do proper service without offending the customers’ feeling. Based on some previous studies, basic premise of the expectancy-disconfirmation paradigm is that consumers assess a transactional exchange on the basis of the extent to which performance has matched expectations. “Positive disconfirmation” happens when service is better than expected, and “negative disconfirmation” happens when it performs below expectations. The server has to meet the customer expectation without exceeding their expectation which can cause negative feeling. Service considered to be “over-attentive” is that which goes well beyond most service protocols and may even be considered by typical customers to be a denial of their freedom of action and choice. Although a level of service that exceeds expectations may result in customers feeling delighted and affect succeeding behavior positively, a feeling on their part that an overdone performance is more likely to affect them negatively, as the “hard sell” might be in a sales tactic. Previous studies stated some reasons what's causing over-generosity attitude, which are from childhood, fear of authority, need for attention, and low self-esteem. Generosity is inherent to a person’s personality, but over-generosity is a sign of a deeper problems. Several researches about over-service has been conducted in Taiwan, but not much research has been conducted in U.S. The author would like to explore over-service experience in U.S. Therefore, this study wanted to explore more of over-service experiences happened and find out what kind of over-service happened the most in restaurant industry of U.S. In this analysis, this study was conducted randomly towards U.S citizens who has bought tickets through ticketing websites. At the end of their purchase, the author distributed his questionnaires, analyzed those experiences, and categorized them according to types of over-service by Sun and Lee (2011), which are “keeping a close eye”, “talking someone's ear off”, “pretending to know customers well”, “flattering”, “drawing undesired attention”, and “deciding for the customer.” The questionnaires also distributed on some food and beverage discussion group in social media. 120 over-service experiences were found through the questionnaires. The author categorized them into over-service categories and found out that “Keeping a close eye” categories happened the most, followed by “talking someone’s ear off” and “pretending to know customers well”. It is also found that some of the customers won’t dine in the restaurant again after receiving such an experience.
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Chun-Yi, Yu, and 余俊儀. "Service Failure and Service Gap in the Restaurant Industry." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/05803941729361865841.
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碩士大葉大學
人力資源暨公共關係學系
99
The purpose of this study is to investigate the expectation gap of the conceptual model of service quality (PZB). The participants in this study were from restaurants’ industry. Through the cognitive perspectives of interviewing the service providers and the analyzing the negative consuming experiences of customers, this study is with the “Subjective Sequential Incidents Technique” (SSIT) method to find out the difference between recognition from customers and service providers about the service failures, and present categories and definitions of four recognition gaps. With the second type of the recognition gaps, it was divided into eight forms. Taking advantage of them, this study analyzed and generalized for redeeming the inexperienced part of customers in the past on the conceptual model of service quality (PZB).
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Wu, Zih-Yan, and 吳治彥. "Restaurant Service Robot of Path Planning." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/73461238619136885963.
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碩士吳鳳科技大學
光機電暨材料研究所
99
In this thesis we use the platform with two wheels of differential drive as the carrier of restaurant service robot, and utilize different methods to measure the travel path error of the robot so as to be the basis for control. First, without using SICK (SICK AG company, Germany) laser positioning system, we drove the robot to move in several preset paths using water dropping device to record the actual paths. Then the travel path errors can be obtained by afterwards calculation. Secondly, we use SICK laser positioning system to acquire the actual position of the robot and correct path to the coordinates preset. Path planning of the robot has been a line, circle, square and S-shaped paths. Control interface is written using Visual Basic 6.0. We can send control instructions by the RS232 to USB drive to do communication with the motor. In this manner, we make the robot walk along the preset paths with minimum errors. Keywords: Path error, Restaurant service robot, Differential drive,Path planning
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Feng, Der Yu, and 馮德譽. "Seedling Café – A Service Platform Restaurant." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/36vmak.
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碩士國立臺灣大學
企業管理碩士專班
103
This business plan illustrates how to implement a successful ‘service platform’ restaurant in the city of Taipei, Taiwan. Seedling Café is a physical restaurant located in the heart of Taipei that provides aspiring chefs and underdeveloped eateries outside of Taipei a stage for fostering talent and marketing opportunities. The primary core values that Seedling Café places strong emphasis on are making the connection, and promoting further opportunities between customers, the chef, and the story of the cuisine being prepared. There is potential in the market in opening this revolutionary type of restaurant that focuses on providing both partners/customers a value creation and pleasant culinary experience. This business plan analyzes and attempts to distinguish Seedling Café from all other establishments in Taipei in terms of its core values, innovative business model, and competitive advantage. The foundations of this business plan and its core strategies are incorporated from the principles of business administration courses taught at the Global MBA program at NTU. This following business plan will focus on the nine key areas that most business plans entail, which includes an executive summary, a company description, details of the marketing plan, sales plan, financial plan, competitor analysis and operations plan will be identified. Examples of chefs and restaurants to be considered as potential partners will also be shown. Ultimately this business plan will be written to lay down a blue print as well as financing of Seedling Café from its infancy into the future.
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FU, CHING-HSUAN, and 傅靖瑄. "A Study of Adopting IPA to Explore Restaurant Service Quality and Over-service─An Example of Haidilao Restaurant." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/c49h6h.
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碩士朝陽科技大學
休閒事業管理系
105
Some scholars have discussed the issue of over-service in recent years,for persuing exellent service quality, the industryoffer the services beyond the consumer expectationes, but it makes customers feel some kind of negative emotion, such as being disturbed, embarrased or uncomfortable, past studies confirmed that the restaurant industry has this phenomenon in Taiwan. Haidilao restaurant is famous for service qualityin China, in order to understand how the quality ofservice and whether there is over-service situation for Taiwanese, this study used IPA method and over-service scale to judge the service quality of Haidilao restaurant. The study investigates the level of importance and satisfaction of comsumers to analyze the service quality attribute to make specific suggestions for the manager or other restaurants, and will survey the distribution of over-services in the IPA matrix. This study divides the restaurant merchandise into meals, support facilities, staff services and recreational services. The results show that the people are most satisfied with the staff services, and the food portion and diversity are the most need to improve.The restaurant productpeople are most concerned about is meal, followed by staff services, support facilities and recreational services.The restaurant's meals and recreational services have a positive impact on repurchase intention of guests. Consumers have some perception of over-service during the dinig experience, and recreational services are stroger than the staff services, the male have more feeling of over-service than the female, and ‘‘regular attention and inquiry’’ of staff services also make people feel more over-service. The top five over-service itemfall intothe third and the fourthquadrant of IPA matrix.Different background consumers have different opinions on importance, satisfaction, perception of over-service and repurchase intention, showing that their perception of service quality is different.
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Tseng, Yueh Mei, and 曾月梅. "A Study of Seafood Restaurant Service Quality and Service Satisfaction—Pingtung Donggang A-Jhobg Seafood Restaurant for Example." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/dcjm4w.
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碩士國立屏東科技大學
農企業管理系所
106
Donggang is a famous fishery harbor that attracts thousands of tourists to visit and consume each year. The local restaurants which benefit from fishing ports and sightseeing, they need to consider how to attract consumers. In the study, we reviewed numerous researches on service quality and customer satisfaction. We found that many scholars use others study in their research. There are different perspectives depending on the different scholars. Therefore, the study takes A-Jhobg Seafood Restaurant in Donggang as a case study to explore whether service quality would affect the service satisfaction. This study collected 419 valid questionnaires. The results are following. 1. Respondents were satisfied with the various aspects of service quality. 2. The service quality will affect the respondents' satisfaction positively. 3. The average scores for price, efficiency, attitude and overall satisfaction are in the third and fourth quadrants of the IPA. 4. Respondents' population background have no significant differences in service quality and satisfaction. Based on the research results, this study gives the following suggestions: 1. Operating the fan page to enhance customer recognition 2. Create a customer database to provide the discount for membership.
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Hsia, I.-Lun, and 夏翊倫. "Service Quality of The GSP Recognized Restaurant." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/91732530087362786107.
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碩士東海大學
食品科學系
89
To provide the consumers with a safe and pleasing surroundings, the Ministry of Economic Affairs（MOEA）set a policy for small business, which is called Good Store Practice（GSP）, in July 1995. Since September 1996, the MOEA began to accept the applications. The rules for restaurant business were particular announced in October 1996. Till now, there are 28 restaurants have passed the regulation and became the members of the GSP. The goal of the study is to make use the zone of tolerance theory, and to analyze the effect of the GSP system on the service quality of the restaurant. The survey was conducted in a western-style chain restaurant, which is also a member of the GSP. From the outcome of the research, people who have never heard of the GSP system are of high 44.2%. It shows that customers generally lack of recognition of the system. The publicity of the mass media leaves a lot to be desired. The cleanness of toilet is a major service quality problem. The manager should improve on-job training for staffs to maintain the sanitation quality of the restaurant. The outcome also shows that the zone of tolerance model is very effective in evaluating service quality.
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Lin, Shu-Fang, and 林淑芳. "Japanese Restaurant Service Quality Dimensions of Research." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/33882786919184205761.
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碩士亞洲大學
經營管理學系碩士在職專班
98
The service is the new motive power in Taiwan’s economic development, with the knowledge-based economic development and enhances quality of life factors, the Government-wide effort to develop services. Taiwan, Japan, engaging in stores now and selling the food halls and Japanese cuisine, compared to other countries food halls and abnormal appearance in Taiwan, the Japanese food culture in Taiwan has become quite vigorous, engaging in many types, makes no leisure projects to. However, the causes behind the historical and social background: no control from the colonial period to the localization to the Taiwan people’s lives, then push the commercialization of wave combustion, is impressive history. Quality services provided by enterprises, it rests ultimately with the identification of the consumer, good for service quality to increase customer patronize. This study through factor analysis the quality of their service against Japanese food the key factors to the service factor and demand factors, to understand the aspirations of consumers and provide businesses in improving service quality, to have a reference basis, and strengthen services to enhance value-added content, so that increased customer satisfaction, improve customer's repeat purchase intention to achieve the industry win-win situation with customers.
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LAI, MEI-JYUAN, and 賴玫娟. "Path Following Study of Restaurant Service Robot." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/65633787769260171220.
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碩士吳鳳科技大學
光機電暨材料研究所
105
In this paper, we use two rounds of the differential drive to move the platform as a service for the restaurant service robot and uses different measurement methods to travel several kinds of path error tests in order to be used as a basis for control. First the SICK (German SICK AG) laser positioning system is used to test the errors that occur when the robot travels several different paths at different speed conditions and uses the drip method to show the trajectory path of the robot after walking , and then measure the trajectory path after walking with the original set the path generated by the error. The SICK laser positioning system is then used to correct various path errors and record the corrected path coordinates. The path that the robot is currently planning has a straight line, a circle, a square and an S-shaped path plan. Controlling is done by the Visual Basic 6.0 software, we send VB program or control instructions by using the RS232 port to communicate with the motor drive and motor drive control the servo motor in forward or in reverse direction. To allow the robot to walk we need the path of planning.
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Ebrahim, Samantha. "Identification of the internal critical success factors that contribute to the success of independent full-service restaurants." Thesis, 2006. http://hdl.handle.net/10413/1174.
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Tsai, Yi Ru, and 蔡臆如. "An Investigation on Service Blueprint, Service Failure and Service Recovery - The Restaurant Cases." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/03848293595752380455.
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碩士銘傳大學
管理科學研究所碩士在職專班
91
ABSTRACT The aims of this paper are two. The first purpose is to investigate the service delivery process on the service blueprint, service gap, and service failure. The second purpose is to investigate the relationship among service failure, service recovery, and repurchase intention of customers. We conduct a three restaurants cases study in Taiwan, based on the personal interviewing method. We find that visible line and customer interaction line are two places where service failure often occurs. Amongst, service gap two and service gap five are also the two types of service gap, which the service failures are often produced. Finally, an appropriate service recovery treatment promises to be successful strategy in order to promote the customer’s repurchase intention. Keywords：Service blueprint,Service gap,Service failure,Service recovery,Repurchase intention.
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Guan-Ming, Huang, and 黃冠鳴. "Research of the Automatic Robots for Restaurant service." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/05215622366434752587.
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碩士國立高雄應用科技大學
電機工程系博碩士班
101
Technology advances rapidly. Mechanical automation is the future trend. It can not only reduce labor cost but also increase machines’ production capacities. In order to achieve automation in unconstant workflow, we use mobile robot or autopilot car. This research aims for autonomous track-independent waiter robots. This robot provides human-based services. It can lead guests to seat and order when they enter the restaurant. Then the robot will send the menu to print to the terminal computer by wireless transmission. The waiter robot’s function is composed of six major systems : touchscreen human-computer interaction system, Zigbee wireless transmission system, mp3 form announcing system , gyro-orientated automatic driving system, differential velocity control system, and terminal-receiving ordering system. These systems use Atmel’s AT90S8535, ATmega16L, and ATmega32A as the central microcomputer controller. Program in the receiving terminal is written in Visual Basic 6. The instantaneous route alternation of the waiter robot is founded on the data of the gyroscope sensor. This data is transmitted by I2C to microcomputer controller for calculation of zero-point error and zero-point drift and integrating the data of the gyro sensor. This calculation can standardize the route of the vehicle. If the robot detects that someone is in its way, the human-based announcing system of it will announce “please make me a way.”. This makes the service of the robot more comfortable.
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Li, Yi-Wei, and 李翊維. "Research on Positioning System of Restaurant Service Robot." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/61157006153719233045.
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碩士吳鳳科技大學
光機電暨材料研究所
103
The main purpose of this thesis is to use a two-wheel difference velocity mobile as a platform for a restaurant serving robot. The SICK laser positioning system was installed on the robot for the positioning. Experiments with different positioning systems were conducted to find the route deviations and the experimental data can be used as a basis for controlling the serving robot in the future use. The experiments were divided into two situations: with and without SICK laser positioning system. The measurements of deviation from straight line under different velocities and then that of round and square route were carried out. The comparison between the experimental data and the expectation values was also made. Visual basic 6.0 was utilized as control software. It delivers control instructions through the VB programming in the computer and uses RS232 and USB to communicate with the motor drive. The motor drive controls the servomotor to turn clockwise or counterclockwise and consequently instructs the robot to follow and walk along the designated route. Without the positioning system, the deviation of the guiding robot from the straight line route was getting bigger and bigger, which is unacceptable. However, when the robot was assisted by the SICK laser positioning system, the size of deviation was significantly reduced. Upon the completion of walking along the straight line route, the robot walks much closer to the expectation route. Therefore, the effect of using the laser position system to correct the deviation of the robot is evident with acceptable error range.
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Lu, Hsiao-Yin, and 呂曉音. "Service Model of Restaurant Industry Study: Wowprime Group." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/33874960491808893035.
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碩士元智大學
管理碩士在職專班
101
As the economic in society grow and keep developing, living environment improving and life standard increasing, plus the competition in chain store restaurant business, the diversification of food and way of cooking, all makes the extreme change of consuming ways. The consumers are now more focusing on food content, food quality and the atmosphere of dining place, therefore, restaurants runners need to provide certain level food quality and service, make the consumers feel worthy to get money out of their pockets, and attract the consumers continue visiting their restaurants. In light of this, restaurants runner have to map out the best operating strategy for gaining best profits and KPI. Other than above, innovation is not just the driving factor of constantly development but also the best tool to cope with the changing chain restaurant market and industry. This study is taking Wowprime Group model as study object, through the doctrine and data and market research reports to get understanding of this company’s operating condition, and follow the analysis to provide suggestion for restaurants runners’ reference so that they may change their operation and improve their competency and business performance. Through this study we learn that Wowprime Group has its unique corporate culture, workforce recruiting and training system in human resource area, service SOP and performance management system, they take untraditional cooking ways, business strategy which is not like most corporations taking the top down approach , but taking the bottom to top, collectively join approach to form the business decisions, they also have employee bonus welfare which encourage their employees to have the shares of the company , they also apply western fast food working process into traditional eastern restaurant and oriental restaurant cooking process and service process. By all these approaches, Wowprime Group can be more efficiently in its daily operation, and gain the competency that is not easy to imitate and surpass by other companies, and Wowprime Group can finally become the model corporate in Taiwan in terms of local chain restaurant industry.
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Tzu-HsuanChiu and 邱子軒. "Consumer Reactions to The Service Recovery of A Restaurant." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/agp6d9.
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Li, Yi-Chang, and 李易昌. "A Study of Key Service Factors on Buffet Restaurant." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/sw673r.
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碩士國立虎尾科技大學
資訊管理研究所
103
With people lifestyle change and the importance of diet taste. To meet the demand, the high-priced of buffet restaurant mushroomed everywhere in Taiwan. However, many customers complain and facing many new types of restaurants competitors, leading Buffet restaurant mismanagement and high risk of failure. The reason is operators are still not fully grasping the key services. Lead to ignoring the real needs of the customer. Buffet restaurant industry in addition to take care of the service and quality dishes, also to meet customer needs. In this regard, thought lots of researcher have emphasized the key success factors, but it is not possible to show the study of systematic services framework. Hence, there are three parts in this study as follows: (1) Through literature review, master key services factors on buffet restaurant; (2) Using the KJ technique、Focus Group Interview method、Delphi Method, establish buffet key service factors framework to specific services rendered systematic mechanism; (3) Through the analytic hierarchy process (AHP) to rank the factors and the given weights. And promoting decision quality and resource availability; (4) Finally, the management implications in the study will helpful to the operators. This research not only provides operators the assessment and improvement of nuclear, can also clear grasp in the order of the important factors of the key services. And then adjust the key services to meet customer needs. Then it can reduce the likelihood of operational failure, and promote macro performance.
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Peng, Yi-Ting, and 彭乙庭. "Developing an Instrument to Measure Restaurant Over-service Behaviors." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/91935110553532071372.
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碩士國立高雄餐旅大學
餐旅管理研究所
102
“Over-service” means that the service exceeds customers’ expectations, but generates negative perceptions among customers. In the past, most studies on over-service used a qualitative method to comprehend the behaviors and phenomenon of over-service. From these studies, we also found that over-service had become a common phenomenon in the food service industry. In order to substantially measure over-service, concretize the phenomenon with objective data, and help restaurant owners to increase customer satisfaction by serving their customers appropriately, it is necessary to construct a scale of over-service. Therefore, this study aims to develop a measurement scale for restaurant over-service. The population of this study was customers who had dined in Taiwanese Gourmet restaurants, namely, Taipei, Taichung, and Kaohsiung. Quota sampling method was employed and questionnaires were distributed based on proportion to Gourmet Taiwan restaurants. 354 valid samples were accumulated and we conducted principal component analysis to purify the data and a set of 19 items were survived. As a result, five over-service dimensions were extracted as following: keeping a close eye; talking someone''s ear off; deciding for the customer; drawing undesired attention and flattering. The results help to validate the scale in future studies, and it can be employed by restaurant managers to identify services that are regarded as excessive and may cause customers to have a negative experience and refuse to return.
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Jang, Wen-chi, and 章文琦. "The Brand Personality of QSR (Quick Service Restaurant) Industry." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/84441329455587905760.
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Chen, Chih-Chung, and 陳智中. "A Study of Customer Demand for Quality Restaurant Service." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/05543016068695493890.
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碩士高雄餐旅學院
餐旅管理研究所
96
Restaurant management teams are always looking for different ways to satisfy their customers; however, there are a lot of factors that could satisfy or unsatisfied a guest. What are the most effective ways to satisfy a guest that could help management teams to do their works easier? The aim of this research is to find out the service factors that could affect customers’ satisfaction and un-satisfaction most at a fine dining restaurant. To find out the service factors, the researcher took a fine dining restaurant as an example and gave out 300 questionnaires. The questionnaire is based on “SQ Need” model, which was designed for banks’ management teams, and the researcher re-designed for restaurants to gather data for this research. To analyze the data, the research, first, classified according to the “Kano’s Model” and used “improvement index” to list out the service factors that affect customers’ satisfaction and un-satisfaction most. The result comes out with 28 main service factors, which included plus and minus points. These factors could help restaurant management teams to evaluate what to do or how to do their services or works effectively to satisfy their customers that to complete the main idea of this research.
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Huang, Yueh-Fang, and 黃月芳. "Service Failure and Service Recovery in Restaurant: A Study of Ideal Type Method." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/80670101992946882432.
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碩士大葉大學
人力資源暨公共關係學系碩士在職專班
96
In relation to “service failure and service recovery” in food service industry, most articles published in the previous literature thereby explored these issues by means of “Critical Incident Technique, CIT”. Since some researchers applied “Subjective Se-quential Incident Technique, SSIT” in similar studies, and explored these issues aiming at the food service industry as a whole, the technique surely has given us a completely new impression. Although this research also adopted SSIT, we explored these issues aiming at a de-tailed branch in food industry, buffet restaurants, through a series of ideal typical molds. This research has found that if we analyze the developing sequence of customers’ negative feelings, we can get many different sequential emotional experience molds. Then, we compared these results to the cases of service failure and service recovery presented in the related literature. Finally, we applied what we gained form this research in the study of human power resource management in business, and submitted some crude ideas about business management.
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Tsai, Ya-Hsuan, and 蔡亞璇. "Service Failure and Over-Service - A Case Study of a Chain Steak Restaurant." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/m3p5fj.
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碩士國立高雄餐旅大學
餐旅管理研究所
102
Service quality has long been regarded as exceeding customers’ expectations. Therefore, service providers and managers have focused on how to avoid service failure and meanwhile tried to exceed customers’ expectations. However, wait-staff provide to exceed customers'' expectations but result in negative effects, we called it over-service. Consequently, it may result in negative quality perceptions when service provided does not meet perceptions of the customer. This research focused on domestic typical chain restaurant via case study method and combined with practical demand in the market. The research applies in-depth interview on first-line service providers working in W steak chain restaurants to discover the relation between service failure and over-service. In practice, this research aims to integrate and analyze behaviors of service failure and over-service. In addition, provide managerial implication of the prevention of service failures and over-service. The result indicated that "speed of water filling", "speed of meal delivering", "speed of table cleaning", "service attitude", "care degree to customers", and "meal contents introducing" will both cause service failure and over-service.
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Shih, Hui-Chun, and 施惠純. "Customer Experience and Service Blueprint in Restaurant Service：A Study of Analytic Induction Method." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/48973444257159514776.
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碩士大葉大學
管理學院碩士在職專班
99
The experience economical time approaches, so to create an unforgetful experience for customers depends on the effective blueprint design to deliver service. For an example about the high contacting Food and beverage industry, serves the worker how to design the blueprint of service is through the clue of experience and make the profound impression for the customers. Finally, it is very important that they will visit to expend once more. This reseach is to know the vein clue of the expnse process form experience of the customers. With the subjective sequential incidents technicque, SSIT bring up by Chin-Hsu Chang,Hsin-Hua Chang（2006）analyzes the customer to experience the course. By analysis induction, grasping the customer mood experience extends fully the model and extends the model taking this customer mood as the foundation and the attempt constructs the service blueprint which a customer experiences guides.
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HUANG, HUNG-MING, and 黃宏銘. "The Study of Development of Innovation Service Integrated System into Chinese Restaurant-A Case of H Restaurant." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/ch5jtn.
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碩士國立高雄餐旅大學
餐旅管理研究所在職專班
104
Chinese restaurants provide buffets, catering and private dining etc together with different elements of table side services, meals are divided into two kinds, ‘group meal’ or ‘a la carte’. Working hours and holidays will be effected when open hours are extended, when customers flow in during on and off peak hours and seasons. As more and more employees prefer to work part-time than full-time, the rate of new employees to skilled employees are not balanced leading to serious problems. There will not be enough skilled employees to train new employees, thus leading to mistakes during service, missing orders, long waiting time at the table, and not being familiar to how service are run etc. Other than that, news that food safety has not been well these few years, consumers focus more on reliable food sources as an additional bonus to their meal. Not only do consumers want their meals to be delicious, food source and food safety is also put into consideration. To solve the questions consumers have about the food source and long waiting times, a standard operation system is set. An APP was invented to eliminate unwanted wait times hoping to make service flow smoothly inside and out and to further upgrade the overall service provided.