Relevant bibliographies by topics / Restaurants – Customer services

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'Restaurants – Customer services'

Author: Grafiati
Published: 4 June 2021
Last updated: 16 February 2022

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Journal articles on the topic "Restaurants – Customer services"

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Lin, Shin-Yi, and Chia-Chi Chang. "Tea for Well-Being: Restaurant Atmosphere and Repurchase Intention for Hotel Afternoon Tea Services." Sustainability 12, no. 3 (January 21, 2020): 778. http://dx.doi.org/10.3390/su12030778.

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Afternoon tea has become a popular leisure activity in Taiwan. Most hotels, restaurants, and cafes have started to provide an afternoon tea service in addition to their regular menus. Restaurant atmosphere research has largely focused on single environmental factors in upscale restaurants. Several studies have indicated that a restaurant’s atmosphere influences the degree of customer satisfaction, thereby affecting their well-being and repurchase intention. However, the relationships between a restaurant’s overall atmosphere, its degree of service performance, and customer well-being have rarely been explored. This study utilized the Mehrabian–Russell environmental psychology model to investigate the relationships between hotel restaurant atmosphere, service performance, customer well-being, and repurchase intention for afternoon tea services. The results indicated that a hotel restaurant’s atmosphere and service performance influence customer well-being, which can positively affect customers’ repurchase intentions.
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Cant, Michael Colin, and Cindy Erdis. "Incorporating customer service expectations in the restaurant industry: The guide to survival." Corporate Ownership and Control 8, no. 1 (2010): 485–93. http://dx.doi.org/10.22495/cocv8i1c4p7.

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With the remarkable growth and economic contributions of the services industry, companies are finding that they need to focus on service to keep up with rising customer expectations and to compete effectively. Thus excellent customer service in a restaurant has the potential of differentiating the restaurant from competing ones and could lead to creating a competitive advantage. Thus, if a restaurant becomes well known for its superior customer service, this can be used as a way of outmanoeuvring competing restaurants. This article examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.
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Cant, M. C., and C. Erdis. "Incorporating Customer Service Expectations In The Restaurant Industry: The Guide To Survival." Journal of Applied Business Research (JABR) 28, no. 5 (August 21, 2012): 931. http://dx.doi.org/10.19030/jabr.v28i5.7235.

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<span style="font-family: Times New Roman; font-size: small;"> </span><p style="margin: 0in 0.5in 0pt; text-align: justify; text-indent: 0in; mso-pagination: none;" class="MsoBodyTextIndent"><span style="font-family: Times New Roman; font-size: x-small;">With the remarkable growth and economic contributions of the services industry, companies are finding that they need to focus on service to keep up with rising customer expectations and to compete effectively. Thus excellent customer service in a restaurant has the potential of differentiating the restaurant from competing ones and could lead to creating a competitive advantage. Thus, if a restaurant becomes well known for its superior customer service, this can be used as a way of outmanoeuvring competing restaurants.<span style="mso-spacerun: yes;"> </span>This article examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder.<span style="mso-spacerun: yes;"> </span>Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.</span></p><span style="font-family: Times New Roman; font-size: small;"> </span>
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Zendeli, Mislim, and Blagica (Rizoska) Vanikj. "Measuring the factors that contribute to the quality of services in the restaurants in Republic of Macedonia." European Journal of Economics and Business Studies 9, no. 1 (October 6, 2017): 90. http://dx.doi.org/10.26417/ejes.v9i1.p90-99.

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The study examined the consumer behavior in the restaurant businesses in Macedonia. Aside from the data analyses for the differences of the perceptions of the factors that contribute towards the decision for visiting the restaurants among restaurant’s employees and consumers, this paper contains the data about the factors that influence the customer satisfaction. Additionally, the research provides information about the main tools that customers use in order to inform themselves for different offers and services in different restaurants. The research has been based on the measurements for making analyses of the following factors: Quality, Accessibility, Food Decoration, Customer Care, Innovation, Taste of the food, Price, Hygiene, Ambience and Promotion. Based on the founding’s, the data gives clearer picture for the focus, opportunities and challenges for developing the marketing strategy in the restaurant businesses in Macedonia. Additionally, the conclusions give directions for implementing advanced knowledge, techniques and methods for marketing analyses in the field of restaurant businesses. Finally, the study provides critical evaluation for the current situation of the marketing in restaurant businesses in Macedonia. The founding’s give further recommendations for the development of the suitable marketing strategy in order to increase the customer satisfaction. Key words: bringing decision, customer behavior, customer satisfaction, restaurant businesses
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Abu Hassan, Suzanawati, Nur Aqilah Hassan, Teoh Yeong Kin, Norpah Mahat, and Anas Fathul Ariffin. "Companies’ Perspectives on Factors Affecting Consumer Satisfaction in Fast-Food Restaurant using Fuzzy AHP." Journal of Computing Research and Innovation 6, no. 3 (September 13, 2021): 42–52. http://dx.doi.org/10.24191/jcrinn.v6i3.228.

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In today's world, the fast-food restaurant has become a popular sort of eatery. The fast-food industry's expansion is always changing in response to customer requests in order to meet their needs. As a result, clients have a wide range of fast-food restaurants to choose from in order to satiate their hunger. Clients' contentment with restaurants will influence not just the image of the establishments, but also the services offered by their employees as they strive to entertain and deliver the best possible service to their paying customers. However, the competition between the restaurants have caused certain restaurants to gain lower profits as the customers’ satisfaction is not fulfilled for certain factors. Price, food quality, service quality, restaurant atmosphere, promotion, customer expectations, and brand are all elements to consider. This study was conducted to analyse the importance of factors in customer satisfaction in a fast-food restaurant in Perlis. In this study, the method applied is the Fuzzy Analytical Hierarchy Process (AHP) to rank the factors that have a high impact on customer satisfaction. The selected fast-food restaurants were McDonald (McD), Kentucky Fried Chicken (KFC), Pizza Hut, Domino’s Pizza, Marrybrown, and Subway. The primary data collected through the questionnaire were analysed by experts, the manager of the fast-food restaurant selected. The findings show that in a fast-food restaurant, the quality of service with 0.2188 of normalized weight is the most important factor in customer satisfaction, and the price with 0.0436 of normalized weight is the least significant. The role of the manager and the staffs were thus evidently more important in customer satisfaction than the price offered.
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Chun, Se-Hak, and Ariunzaya Nyam-Ochir. "The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale." Sustainability 12, no. 18 (September 10, 2020): 7435. http://dx.doi.org/10.3390/su12187435.

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The fast food restaurant business is one of the fastest-growing industries in the world. International and local restaurant chains are trying to satisfy the demands of customers for a variety of products and services. Along with changing market trends, customers are now becoming more sophisticated and demanding. Customer satisfaction is an essential business issue, as entrepreneurs have realized that favorable customer feedback is key for a long-term sustainable operation. Customers who have an excellent experience at a restaurant may recommend the restaurant to others, spread positive information, or become a loyal customer. The fast food industry has only recently developed in Mongolia and an increasing number of global fast food chains are now entering the market every year. The purpose of this paper is to examine and evaluate the factors affecting customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian fast food restaurants, as well as a global fast food restaurant in Mongolia using the DINESERV scale. This study focuses on comparing directly competing food chains; only two brands were studied because of the limited fast food presence in Ulaanbaatar. Then, it aims to analyze how satisfaction levels influence a customer’s revisit intention and likelihood of recommending a restaurant. Furthermore, an in-depth analysis of the difference between local and global fast food brands is a key element that this paper analyzes. Moreover, this paper investigates how results can be different according to whether the respondent resides in Mongolia or Korea and discusses business implications. The results of this paper show that four factors (food quality, service quality, price, and atmosphere of a restaurant) positively influence customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian and global fast food restaurants, and customer satisfaction has a positive influence on customer revisit intention and likelihood of recommendation for both types of restaurants. However, depending on whether it is a Mongolian fast food restaurant or a global fast food restaurant, the factors affecting customer satisfaction, revisit intention, and recommendation are different.
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Vo, Thuy Thi Ngoc. "The satisfaction of Vietnamese and European customers with service quality of high-end restaurants." Science & Technology Development Journal - Economics - Law and Management 1, Q2 (November 30, 2017): 129–43. http://dx.doi.org/10.32508/stdjelm.v1iq2.447.

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This study applied the DINERSERV scale to measure the effect of service quality on customer satisfaction about high-end restaurants. Moreover, this research also examined the impact of the difference between Eastern and Western cultures on the relationship between service quality and customer satisfaction. The research was carried out on a survey of 117 Vietnamese customers and 126 European customers in five high-end restaurants in Da Lat city. The outcome indicated that the service quality has a strong influence on the satisfaction of both Vietnamese and European customers. An interesting result is while to Vietnamese customers, fast and in-time services is very important, to European customers, it is not. The restaurant ambience is what European customers care about. This result not only broadens the theory of service quality but also suggests some practical implications for multicultural customer management in the integration period.
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Kotliarov, Ivan. "Monetization Management in Restaurant Business." Food Processing: Techniques and Technology 51, no. 1 (March 25, 2021): 146–58. http://dx.doi.org/10.21603/2074-9414-2021-1-146-158.

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Introduction. The traditional model of restaurant business demonstrates an asymmetry between the structure of the complex service provided by restaurants and the structure of the customer payments, as restaurants normally charge only the price of meals while providing customers with a place for eating and offering them waiter services. This asymmetry creates mutual misunderstanding between restaurants and customers and undermines the performance of restaurants. Therefore, it creates a demand for a new model of monetization of restaurant service that would take into account the complex nature of these services. Study objects and methods. The paper reviews the existing practice of restaurant business. It focuses on the case study of the True Cost restaurant chain (Moscow, Russia), which is a typical example of the “true cost” model. Models of monetization are structured on the basis of strategic matrices method. Results and discussion. The author described the non-economic and economic tools that can be used to capture the value created by the complex restaurant service and built a hierarchical model of monetization system. The “true cost” monetization model sets up separate prices for meals and dining room. The economic nature of this model presupposes a direct link between elements of customers’ payments, elements of the complex service provided by restaurants, and elements of cost – fixed and variable. The author defined advantages and disadvantages of the “true cost” model and assessed the possibility of using it in other sectors of service industry. The paper also introduces a structured system of monetization models in restaurant business. Conclusion. The tradition monetization model blurs the nature of the restaurant services and reduces the financial results. Restaurants should implement monetization models that valorize all elements of the complex service. This goal can be chieved by pricing different elements of the complex service separately.
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Hussain, Murad, Hafiz Ullah, Sheikh Raheel Manzoor, and Khurshed Iqbal. "The Effect of Extrinsic Product Cues and Customer Services/Sales Personnel on Restaurant Image, KPK, Pakistan." International Journal of Learning and Development 1, no. 1 (October 16, 2011): 40. http://dx.doi.org/10.5296/ijld.v1i1.1093.

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Abstract This research study analyzes the effect of extrinsic product cues (store name, brand name, price) and customer service on restaurant image of Khyber Pakhtunkhwa (KPK), Pakistan. The self-administered questionnaire was distributed among the customers of six well known restaurants of two cities of KPK, Pakistan. The names of these two cities are Peshawar and Kohat. This research study uses regression and correlation techniques in order to analyze the relationship as well as effect between extrinsic product cues (store name, brand name, price) and customer service on restaurant image. The result of the study demonstrates that there is a significant positive impact of predictors on the response variable. The study recommends favorable extrinsic product cues and customer services enhance the image of the restaurant. Future research areas have also been indicated in this study. Key words: Brand name, Store name, Price, Customer service & Restaurant image
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Kapera, Izabela. "Hotel gastronomy as viewed by customers." British Food Journal 117, no. 12 (December 7, 2015): 2993–3002. http://dx.doi.org/10.1108/bfj-02-2015-0077.

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Purpose – The purpose of this paper is to discuss the significance of hotel restaurants from the customer perspective, assess customer expectations, and provide guidelines for growth in the hotel restaurant industry. Design/methodology/approach – A total of 301 hotel guests staying at 26 hotels located in Malopolskie Voivodeship were surveyed. The research study also evaluated customer opinions of hotel restaurants and specific customer suggestions in the area of service quality. The survey participants were asked to rate the hotel in which they had actually stayed and its accompanying restaurant. Findings – Research has shown that 96 percent of hotel guests took advantage of hotel restaurant services while staying at their hotel. Breakfast was the most common service rendered by each studied hotel restaurant (90 percent). In addition, 44 percent of survey participants said that their choice of hotel is in part driven by the quality of restaurant services. The two key factors for hotel restaurant patrons are food quality and courteous service. Research limitations/implications – These type of data are very valuable to the hotel industry, as the number of hotel restaurant studies is limited. Practical implications – An understanding of customer expectations with respect to hotel restaurants, which are today perceived as integral parts of the total hotel experience, is useful in terms of developing the total offering for each given hotel in order to build competitive advantage. Social implications – Such research also has implications for hospitality and tourism in that it relates to the understanding of host-guest relationships. Originality/value – A review of the research literature suggests that hotel restaurants are not studied very often and shows the lack of research papers in this area.
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Dissertations / Theses on the topic "Restaurants – Customer services"

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Lan, Chih-Lung. "Examining and evaluating front-line employees' service recovery competency at the ABC Restaurant and Lounge." Online version, 2008. http://www.uwstout.edu/lib/thesis/2008/2008lanc.pdf.

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Cho, Myung-Ja. "The relationship between customers' personalities and their evaluations of service quality." Diss., Columbia, Mo. : University of Missouri-Columbia, 2006. http://hdl.handle.net/10355/5916.

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Thesis (M.S.)--University of Missouri-Columbia, 2006.
The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Title from title screen of research.pdf file (viewed on September 14, 2007) Vita. Includes bibliographical references.
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Mozeik, Celeste K. "Customer adoption of online restaurant services a multi-channel approach /." Access to citation, abstract and download form provided by ProQuest Information and Learning Company; downloadable PDF file, 94 p, 2007. http://proquest.umi.com/pqdweb?did=1338866361&sid=7&Fmt=2&clientId=8331&RQT=309&VName=PQD.

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Thesis (M.S.H.T.M.)--University of Delaware, 2007.
Principal faculty advisors: Srikanth Beldona and Francis Kwanza, Dept. of Hotel, Restaurant, & Institutional Management. Includes bibliographical references.
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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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Zhao, Feng. "The influence of selected elements of service quality provided by Chinese fine-dining restaurants in Port Elizabeth." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1088.

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A good understanding of customer expectations is very important to service providers. Since the Chinese first came to South Africa and started their restaurant businesses. Chinese fine-dining restaurants have become more and more popular. Identifying the customer expectations and Chinese fine-dining restaurant owner perceptions will help Chinese service providers to understand better the restaurant businesses. To ensure the development of the Chinese restaurant business in South Africa, it is very important to understand what South African customers want, whether there are differences between the Chinese restaurant owner perceptions of the service quality and South African customer expectations of the service quality. This would depend on the customers’ preferences, and provide a positive contribution to customer decision-making. Therefore, it is essential to understand and identify what is customer expectations are, what the management perceptions are and the differences between them. 5 In order to achieve the objectives of the research, the following approach was followed: Factors that influence the customer expectations and management perceptions are explained. Five factors used to measure the service quality of Chinese fine-dining restaurants are identified, namely reliability, responsiveness, assurance, empathy, tangibility. The responses to the questionnaire were collected and analysed to determine the extent to which factors are both important to customer expectations and management perceptions.
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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, 2014
The 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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Walter, Ute. "Drivers of customers' service experiences : a customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities." Doctoral thesis, Örebro universitet, Restaurang- och hotellhögskolan - Grythytte Akademi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-14826.

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It is essential for service companies to understand how their customer service experiences are formed. This is especially important since service experiences are highly subjective and involve customers cognitively, emotionally and behaviorally. Although customer service experiences are a well recognised research topic in both, culinary arts and service research, dynamic interactions, activities and the customers’ active involvement have so far gained little attention. As a consequence the approach in previous research paints a rather static picture of customer service experiences. By introducing the principles of service dominant logic a first person view and the understanding of drivers of customer service experiences could be facilitated. The overall aim of the thesis is to extend and deepen the understandin of drivers of favourable and unfavourable customer service experiences.The context selected is the restaurant context. The overall aim is reflected in four intermediate aims. Two separate studies were conducted. First a two-stage questionnaire based study, describing the phone reservation encounter compared to dining satisfaction; second a critical incident technique study including 195 short narratives of customers’ favourable and unfavourable service experiences at restaurants. Interview data were analysed according to constant comparative analysis principles.The main empirical contributions of this thesis are the move from static descriptions of service to examining dynamic drivers of favourable and unfavourable customers’ service experiences, and especially the analysis of social interactions as a driver of service experiences and the categorisation of drivers. Theoretically the thesis introduces the experience driver constellation, reflecting the dynamic process of co-creation in specific situations,when favourable and unfavourable customer service experiences are formed. Suggestions are made to develop the Five Aspects Meal Model and the Experience Room Framework through the addition of actors, the exterior environment and organisational routines to the models.
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Debessa, Fernando Nogueira. "Percep????o de valor dos consumidores de servi??os : um estudo em restaurantes nos almo??os de domingo na cidade de S??o Paulo." FECAP - Faculdade Escola de Com??rcio ??lvares Penteado, 2005. http://132.0.0.61:8080/tede/handle/tede/334.

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Made available in DSpace on 2015-12-03T18:33:01Z (GMT). No. of bitstreams: 1 Fernando_Nogueira_Debessa.pdf: 561703 bytes, checksum: 5b4d9deec9001533b8bdd4c8b74e710e (MD5) Previous issue date: 2005-03-16
The customer perceived value construct has been object of interest among researchers during the last decade, complementing the satisfaction construct. The current exploratory study discourse about perceived value in services companies, where it was searched restaurants consumers on Sundays lunches, with their families in S??o Paulo city. It firstly accomplished a qualitative research, through a focus group and two depth interviews, where they were identified forty variables about value perception of restaurant consumers, on Sundays lunches, with their families in S??o Paulo city. Afterwards with the obtained data, it was elaborated a research instrument in Likert scale, which was applied to a sample of 320 people. Through a factorial analysis were identified four important value perceptions of restaurant consumers, on Sundays lunches, with their families in S??o Paulo city: cleaning, respect, differentiation and child attention. It was identified with discriminant analysis that women observed more value perceptions related with cleaning, while men perceptions are more related with respect. It also was identified that families which lunch with children give more value to child attention, while the families witch lunch childless are more interested in the respect factor, specifically they think that restaurants owners do not worry about their clients' fidelity. The study also identified three main characteristics that these consumers valorize most: food, cleaning and assistance. This research brings reflections on the concept of perceived service value in restaurants, and its methodology and results should be used in future researches to expand knowledge on this segment or others.
O constructo do valor percebido do consumidor tem sido objeto de interesse entre pesquisadores na ??ltima d??cada complementando o constructo da satisfa????o. O presente estudo explorat??rio discorre sobre o valor percebido em empresas de servi??os, onde foram pesquisados consumidores de restaurantes nos almo??os com suas fam??lias aos Domingos na cidade de S??o Paulo. Primeiramente realizou-se uma pesquisa qualitativa, atrav??s de um grupo de foco e duas entrevistas de profundidade, onde foram identificadas quarenta vari??veis sobre percep????o de valor dos consumidores nos almo??os com suas fam??lias aos Domingos na cidade de S??o Paulo. Posteriormente com os dados obtidos, foi elaborado um instrumento de pesquisa em escala Likert, que foi aplicado a uma amostra de 320 respondentes. Atrav??s de an??lise fatorial foram identificadas quatro importantes percep????es de valor dos consumidores nos almo??os com suas fam??lias aos Domingos na cidade de S??o Paulo: limpeza, respeito, diferencia????o e aten????o ao p??blico infantil. Foi identificado atrav??s de an??lise discriminante que as mulheres observaram mais percep????es de valor relacionadas com limpeza enquanto os homens percep????es relacionadas com o respeito. Tamb??m foi identificado que as fam??lias que almo??am com crian??as valorizam a aten????o diferenciada ao p??blico infantil, enquanto que as fam??lias que almo??am sem crian??as est??o mais interessadas no fator respeito, especificamente acham que os donos dos restaurantes n??o se preocupam com a fidelidade de seus clientes. O estudo tamb??m identificou tr??s principais caracter??sticas que estes consumidores mais valorizam: comida, limpeza e atendimento. Este estudo traz reflex??es sobre o conceito de valor percebido de servi??os em restaurantes, e sua metodologia e resultados poder??o ser utilizados em pesquisas futuras para amplia????o dos conhecimentos neste ou em outros segmentos.
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Schaible, Elizabeth. "Teaching moments of truth in dining room management and operations /." Online version of thesis, 1993. http://hdl.handle.net/1850/11579.

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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.
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Books on the topic "Restaurants – Customer services"

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Institute, Pennsylvania Bar. Dining out: Legal issues for restaurants and their customers. [Mechanicsburg, Pa.]: Pennsylvania Bar Institute, 2011.

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Institute, Pennsylvania Bar. Dining out: Legal issues for restaurants and their customers. [Mechanicsburg, PA]: Pennsylvania Bar Institute, 2010.

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Institute, Pennsylvania Bar. Dining out: Legal issues for restaurants and their customers. [Mechanicsburg, PA]: Pennsylvania Bar Institute, 2010.

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Service: Managing the guest experience. New York, N.Y: Chain Store Pub., 1988.

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O'Leary, Barry W. The operation of internal marketing and empowerment in service provision: Fact or fiction? Dublin: University College Dublin, 1994.

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City, New Word. How McDonald's got its groove back. Upper Saddle River, N.J: Pearson Education Pub. as FTPress, 2010.

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Martin, William B. The restaurant server's guide to quality customer service. [Los Altos, CA]: Crisp Publications, 1987.

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The management of service for the restaurant manager. 2nd ed. Chicago: Irwin, 1996.

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1948-, Roberts Phil, ed. Service that sells!: The art of profitable hospitality. Denver, Colo: Pencom Press, 1994.

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Sullivan, Jim. Service that sells!: How to make big bucks in the restaurant, bar, and hotel business. Denver, Colo: Pencom Press, 1991.

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Book chapters on the topic "Restaurants – Customer services"

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Tuomi, Aarni, Iis Tussyadiah, and Mark Ashton. "Covid-19 and Instagram: Digital Service Innovation in Top Restaurants." In Information and Communication Technologies in Tourism 2021, 464–75. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_45.

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AbstractGovernments across the world have imposed strict rules on social distancing to curb the spread of Covid-19. In particular, restaurants have been impacted by government-mandated lockdowns. This study adopts a mixed methods approach to explore how Finnish high-profile restaurants used Instagram as a means for service innovation and diffusion during nine weeks of government-mandated lockdown. Comparatively analysing 1,119 Instagram posts across two time-stamps (2019 and 2020) and across 45 restaurants, as well as conducting five semi-structured interviews with restaurant managers, it is found that while the overall number of Instagram posts and likes on posts stayed relatively similar to the year prior, the number of comments increased significantly, suggesting a move towards a more didactic and dyadic form of Instagram communication. In addition, four digital service innovation strategies are identified: launching new service offerings and introducing new elements to existing service offerings, fostering social relationship with customers, exploring novel streams of revenue, and reinvigorating the brand’s image. Implications to service innovation theory and practice are discussed, along with suggestions for future research.
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Takenaka, Takeshi. "Analysis and Prediction of Customer Behaviors for Restaurant Management." In Service Engineering for Gastronomic Sciences, 29–41. Singapore: Springer Singapore, 2020. http://dx.doi.org/10.1007/978-981-15-5321-9_2.

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Masuda, Hisashi. "Differences in Customer Delight Rating Linked to Customer Actions in Japanese and Foreign Residents Using Restaurant Services in Japan." In Serviceology for Services, 143–56. Singapore: Springer Singapore, 2020. http://dx.doi.org/10.1007/978-981-15-3118-7_9.

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Du, Bingxin, Nariaki Nishino, Koji Kimita, and Kohei Sasaki. "Restaurant Reservation System: Allocating Customers with Space Management Under the Impact of COVID-19." In Advances in the Human Side of Service Engineering, 311–19. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-80840-2_36.

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Susanti, Christina Esti. "The Effect of Product Quality and Service Quality Towards Customer Satisfaction and Customer Loyalty in Traditional Restaurants in East Java." In Proceedings of the International Conference on Managing the Asian Century, 383–93. Singapore: Springer Singapore, 2013. http://dx.doi.org/10.1007/978-981-4560-61-0_43.

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Josiam, Bharath M., Rosa Malave, Charles Foster, and Watson Baldwin. "Assessing Quality of Food, Service and Customer Experience at a Restaurant: the Case of a Student-Run Restaurant in the USA." In Hospitality Marketing and Consumer Behavior, 129–56. Toronto ; Waretown, NJ, USA : Apple Academic Press, 2017. |: Apple Academic Press, 2017. http://dx.doi.org/10.1201/9781315366227-6.

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Tripathi, Gaurav, and Kartik Dave. "Service Quality and Customer Experience: The Key to Building Sustainable Competitive Advantage in Fine Dine Restaurants." In The Indian Hospitality Industry, 195–225. Oakville, ON, Canada ; Waretown, NJ, USA : Apple Academic Press, 2017. | Series:: Apple Academic Press, 2017. http://dx.doi.org/10.1201/9781315225449-9.

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El-Said, Osman Ahmed, and Toleen Al Tall. "Studying the Factors Influencing Customers’ Intention to Use Self-service Kiosks in Fast Food Restaurants." In Information and Communication Technologies in Tourism 2020, 206–17. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-36737-4_17.

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Pillan, Margherita, Milica Pavlović, and Shushu He. "Mental Model Diagrams as a Design Tool for Improving Cross-cultural Dialogue Between the Service Providers and Customers: Case of the Chinese Restaurant Business in Milan." In Lecture Notes in Computer Science, 78–96. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-92141-9_6.

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Keshvari, Rozita Shahbaz. "Using Social Media to Influence CRM and Loyalty." In Advances in Marketing, Customer Relationship Management, and E-Services, 244–67. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8586-4.ch013.

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This chapter explores the influence of social media in Customer Relationship Management that leads to Customer loyalty. The social media in restaurant is recognized as an essential component of the customer satisfaction and therefore it is a cornerstone of the success of CRM and customer loyalty through social media nowadays. The purpose of this chapter is to investigate how Restaurant industry can harness the power of social media by utilizing CRM that leads to Customer loyalty. The problem is approached applying both the restaurants perspective and the customer perspective. The recent explosion in social media usage, combined with the transformation of the consumer into a “consume' activist”, has permanently changed the relationship between a restaurant and its customers. There were two interviews conducted for 384 restaurants collected and analyzed for the research. The results proved that Social media can be an excellent channel for building long-lasting customer relationships in restaurants.
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Conference papers on the topic "Restaurants – Customer services"

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Jurgena, Inara, Aina Muska, and Elina Jurjane. "Reduction of non-value added activities in restaurant services: the case of BBS-Dizain Ltd." In 21st International Scientific Conference "Economic Science for Rural Development 2020". Latvia University of Life Sciences and Technologies. Faculty of Economics and Social Development, 2020. http://dx.doi.org/10.22616/esrd.2020.53.021.

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In order to ensure the development and competitiveness of an organization, it is essential to continuously enhance processes, particularly those that generate revenue, i.e. business processes, as well as to introduce innovations. One of the business processes at BBS-Dizain Ltd that needs to be enhanced is the catering service. The aim of the research is to examine possibilities for shortening order processing times at BBS-Dizain Ltd. The research concluded that the average rating of order processing time at the restaurant given by the employees of BBS-Dizain Ltd (internal customers) was higher (4 points) than the rating given by visitors (external customers) (3.49 points). A contingency analysis showed that there was no correlation between the ratings given by external and internal customers; therefore, the restaurant’s personnel did not critically assess their performance in terms of order processing time. Since changes in the demand for the dishes on the menu of the restaurant exceeded 25%, and none of the dishes on the menu was a leader in terms of revenue generated, there were no dishes, the cooking process of which BBS-Dizain Ltd needed to optimize. The chefs of BBS-Dizain Ltd could enhance their skills in preparing Group AY meals, as the demand for them was relatively steady. Rearranging the workplace of a chef, using the 5S methodology, and replacing the worktop for the chef with a freezer allows significantly – two-fold – reducing the number of the steps made during the shift. However, rearranging the restaurant’s storeroom, using the 5S methodology, allows saving 95 % time spent on searching for things needed. Therefore, the possibilities to reduce order processing times at the restaurant of BBS-Dizain Ltd involve decreasing unnecessary movements of chefs at their workplaces and reducing the time spent on searching for things in the storeroom.
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Sun, Mengyang, Jie Gui, Ying Liu, and Xiaoyan Zhao. "Analysis on Food Customer Satisfaction----Survey on the Beijing Customers of High-Grade Restaurants." In 2010 International Conference on Management and Service Science (MASS 2010). IEEE, 2010. http://dx.doi.org/10.1109/icmss.2010.5577198.

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Wang, Jing, and Lijuan Cheng. "The relationships among perceived quality, customer satisfaction and customer retention: An empirical research on Haidilao restaurant." In 2012 9th International Conference on Service Systems and Service Management (ICSSSM 2012). IEEE, 2012. http://dx.doi.org/10.1109/icsssm.2012.6252340.

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Abhari, Sara. "Customers’ Acceptance Level Of Smart Restaurant Services In Penang." In ICRP 2019 - 4th International Conference on Rebuilding Place. Cognitive-Crcs, 2019. http://dx.doi.org/10.15405/epms.2019.12.48.

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Mursid, Ali. "Predicting Customer Satisfaction and Customer-Company Identification in Enhancing Halal Restaurant Loyalty: Service Encounters Perspective." In The 3rd International Conference on Banking, Accounting, Management and Economics (ICOBAME 2020). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/aebmr.k.210311.071.

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Razak, Norfadzilah Abdul. "Service Quality And Customer Satisfaction In Restaurant Industry Using Partial Least Square." In 13th Asian Academy of Management International Conference 2019. European Publisher, 2020. http://dx.doi.org/10.15405/epsbs.2020.10.20.

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Yao, Chen, Chen Yiwen, and Li Xin. "The factors affecting restaurant customers' return intention after online group buying promotion." In 3rd International Conference on Computer Science and Service System. Paris, France: Atlantis Press, 2014. http://dx.doi.org/10.2991/csss-14.2014.43.

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Sliburytė, Laimona, and Jérémy Le Ny. "The Influence of Sensory Marketing: a Study of Atmospheric Factors and Consumer Response." In Contemporary Issues in Business, Management and Education. Vilnius Gediminas Technical University, 2017. http://dx.doi.org/10.3846/cbme.2017.109.

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This paper focuses on the sensory marketing that wants to be a marketing tool which influences the mood and consumer behavior. The consumer is not looking only for buying a product or a service alone, but he is seeking an emotional and unique experience around what he buys. In line with previous studies, our survey study reveals how consumers evaluated the atmosphere of restaurants through the cognitive and emotional reactions. A synergy makes the internal response (cognitive and/or emotional) of the customer-facing the stimuli of the atmosphere, superposition of the four senses (sound, sight, touch, smell). According to our survey results, this research highlights the importance of recognizing that the stimuli of the atmosphere of the point of sales influence to emotional (feel more pleasure) and cognitive (perceive a better quality) responses of the customer through the experience of the sensory marketing.
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Ching-Su Chang, Che-Chen Kung, and Tan-Hsu Tan. "Development and implementation of an e-restaurant for customer-centric service using WLAN and RFID technologies." In 2008 International Conference on Machine Learning and Cybernetics (ICMLC). IEEE, 2008. http://dx.doi.org/10.1109/icmlc.2008.4620963.

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Kim, Min-Gyu, Minjung Park, Juhyun Kim, Yong-Seoup Kwon, Dong-Seop Sohn, Heeyoon Yoon, and Kap-Ho Seo. "On the Common and Different Expectations on Robot Service in Restaurant between Customers and Employees." In HRI '21: ACM/IEEE International Conference on Human-Robot Interaction. New York, NY, USA: ACM, 2021. http://dx.doi.org/10.1145/3434074.3447172.

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