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Hernandez, Nanishka. "Restaurant Revenue Management: Examining Reservation Policy Implications at Fine Dining Restaurants." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1283.
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In the restaurant industry, some patrons do not honor their reservations, especially on holidays. Grounded in postpositivism and system theories, the purpose of this comparative study was to examine the impact of implementing a credit card payment policy for fine dining restaurants reservations and no shows after implementation of a credit card guarantee policy at a high-end hotel located in the southeast United States. Data were collected from archival records provided by the hotel executives. According to the results of a Wilcoxon Signed Rank test, there was a statistically significant decrease in the number of no shows, p < .001, after the implementation of the credit card guarantee policy. In a paired sample t-test, there was a statistically significant decrease in the number of reservations, p < .001, after implementation of the credit card guarantee policy. The implications for positive social change include the potential to increase understanding of payment policies as they relate to the restaurant industry. Service industry managers can benefit from implementing payment policies that can vary from specific dates, seasons, and type of services. Customers will also benefit by being able to make reservations not originally possible due to demand. The current study adds to service industry knowledge, increasing the understanding of payment policies as they relate to restaurant industry. Conducting a similar study in other service industries in the future may lead to a better understanding of the nature of policies and customers' traits and behaviors.
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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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Ishak, Nor K. "An exploratory study of human resource management and business strategy in multiunit restaurant firms." Diss., This resource online, 1990. http://scholar.lib.vt.edu/theses/available/etd-08232007-112005/.
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Boccia, Mark. "Restaurants as Learning Organizations| A Multiple-site Case Study of U.S. Non-chain Restaurants." Thesis, The George Washington University, 2016. http://pqdtopen.proquest.com/#viewpdf?dispub=10140349.
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This study investigated the construct of the learning organization in the restaurant industry. Descriptive accounts of learning were gleaned from face-to-face interviews, focus groups, observations, document analysis, and data from the Dimensions of the Learning Organization Questionnaire (DLOQ) from 52 participants employed in three US non-national chain restaurants in the Suburban Maryland / Washington D.C. area. This multiple-site case study extends the conversation of the learning organization by focusing on an industry that was not previously explored and offers new insight by providing a qualitative picture of how learning occurs in restaurants.
Five overall themes emerged from the data. Participants cobble together learning experiences from pre-shift meetings, formal training, learning from mistakes, and being thrown into the fire. Participants learn from customers through conversation and through trial and error as they adapt their service behaviors. Managers at each restaurant served as a learning champion by promoting dialog and prompting questions often in conjunction with food and beverage tastings. Informal and incidental learning was ever-present as participants naturally shared bits of knowledge through everyday interactions. Learning also took place off-the-clock as participants discussed their personal learning pursuits, such as accessing mobile apps or websites related to food and beverage, going to wineries, breweries, and specialty food markets, as well as reading cookbooks and magazines. Lastly, job rotation is a frequent learning practice during new hire training to expose individuals to the various roles within the restaurant. Cooks often rotate through different stations as they acquire and build up their technical skills.
In consideration of the evidence gathered, three conclusions are offered: (1) collaborative, informal learning practices are well pronounced learning strategies in restaurants; (2) leaders encouraging the development of new products (e.g., beverage / food) facilitate learning and experimentation in restaurants; and (3) a climate of consistent learning practices and procedures exist in restaurants. Overall, Watkins and Marsick’s (1993; 2003) learning organization model did not fully depict the learning culture in restaurants. Future learning organization research is needed to better capture the unique workplace realities of high employee turnover, tip-based compensation, and more narrowly defined jobs (e.g., bartender, cook, server) that comprise the occupational culture of restaurant workers.
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Hirsch, Gregory S. (Gregory Seymour). "The Motivational Impact of Incentive Programs on Young Adult Employees in Corporate Casual Restaurants." Thesis, University of North Texas, 1996. https://digital.library.unt.edu/ark:/67531/metadc278724/.
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This study was conducted to determine which incentive programs best influence young workers in corporate casual restaurants. The server and bar staff of the Chili's division of Brinker International, Inc. were surveyed in 18 stores in the Dallas area. From the sample. 356 usable surveys were received. The study was designed to obtain feedback about existing and future incentive programs that will enhance development of a positive working environment, along with higher productivity and a lower turnover rate.
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Winter, Kurt W. "Innovation Strategies of Independently Owned, Nonfranchise Restaurants." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4342.
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The restaurant industry is the second largest employee workforce in the United States. However, less than 35% of independently owned restaurants succeed beyond the first three years of operation. Some restaurant managers do not use innovation strategies to succeed beyond three years. The purpose of this multiple case study was to explore innovation strategies that some independent nonfranchise restaurant owners in Omaha, Nebraska used to succeed beyond 3 years. The conceptual framework utilized in this study was dynamic capabilities. Dynamic capabilities create avenues of innovation to restaurant owners who do not have quick access to resources, such as an innovation team or a (R&D) department. The restaurant owners have to collaborate with their employees, suppliers, and consumers to be members of their innovation team to determine the innovation strategies needed to sustain competitive advantage as they apply to dynamic capabilities. Formal semistructured interviews were conducted with 4 independently owned nonfranchise restaurant owners. Triangulation linked the transcribed interviews with secondary and tertiary data to gather enough information to saturate the key themes discovered in the research described by the dynamic capabilities framework. Secondary data included atmospherics, service innovations, menus, social media, and websites. Tertiary data comprised newspaper and magazine articles. The 3 themes were marketing innovations, restaurant innovations, and innovation measurement. The implications for positive social change include the potential to boost the local community's economy by encouraging more independent nonfranchise restaurant owners to enter the market that may increase the employees' wellbeing, strengthen their family economics, and benefit the independently owned nonfranchise restaurant market in Omaha, Nebraska.
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Pitisom, Yingluck. "Restaurant industry and marketing plan for Studio Thai restaurant." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2603.
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This project focused on restaurant industry analysis, start-up requirements, planning decisions, human resource management and restaurant marketing strategies. A marketing plan has been developed for the purposes of opening Studio Thai in the near future.
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Eleazar, Rosanne Nicollette M. "Restaurant families in Manila : lessons in restaurant longevity /." Title page, table of contents and abstract only, 2004. http://web4.library.adelaide.edu.au/theses/09ARM/09arme381.pdf.
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Vlisides, C. E. (Constantine Eleas). "Personal Values Systems of Senior Corporate and Partnership Restaurant Managers and Higher Education Programs Implications." Thesis, University of North Texas, 1993. https://digital.library.unt.edu/ark:/67531/metadc278837/.
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The purpose of this study is to determine the personal values systems of senior restaurant managers and what differences there are among the following values; gender, marital status, level of education, country awarding the highest degree, major field of study, income and size of organization.
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Martin, Kristin Burke. "Strategies for Sustainability of Nonfranchise Casual Dining Restaurants." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5899.
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In the United States, over 50% of restaurants fail within the first 5 years of operations resulting in approximately $2.1 billion annually in lost national sales revenue. The purpose of this multiple case study was to explore the strategies used by owners of nonfranchise, casual dining restaurants to ensure sustainability longer than 5 years. The study was grounded in Porter's 5 forces framework as a lens for identifying effective strategies that promote restaurant sustainability. The data collection process comprised gathering data and information via semistructured interviews with 3 owners of nonfranchise, casual dining restaurants in the mid-Atlantic region who sustained their restaurants for longer than 5 years. Also, a review of archival records, including restaurant websites, newspaper advertisements, social media, and promotional documentation ensued. Member checking ensured the accuracy of participant responses in the data analysis process, and methodological triangulation was used to increase understanding and validity of data. Three themes emerged from data analysis: offering quality food and exceptional service, respecting and encouraging employees, and participating in day-to-day operations. The findings of this study promote positive social change by supporting local farmers, providing nutritious food to consumers, developing positive community relationships, and providing a safe place to socialize and meet friends.
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Edwards, Douglas Grant. "Strategic Managerial Responses to Critical Service Events in Restaurants." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2067.
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Inappropriate managerial responses to critical service events (CSEs) in restaurants contribute to an increased rate of customer defection and restaurant failure. Some restaurant managers lack employee-training strategies that may enhance service recovery from CSEs. This case study explored what employee-training strategies participants deemed essential to enhance service recovery to CSEs. The population for this study was restaurant managers from a U.S. regional chain in South Carolina with at least 3 years of employee-training experience. Organizational learning theory was the conceptual framework for this study. Data collection included semistructured face-to-face interviews with restaurant managers and an exploration of company archival documents related to CSEs. Using Yin's 5 step data analysis method (i.e. compiling, disassembling, reassembling, interpreting, and concluding), 3 major themes emerged: customer needs and requests, which included the importance of listening to customers and affirming their requests; employee actions and attitudes, which included opinions about the ideal employee demonstrating a great attitude when correcting mistakes; and training, which included multiple methods to improve employee performance through continuous training. Recommendations for action included how to instruct employees to listen, apologize, solve problems, and thank customers. Restaurant managers may apply these results to improve service quality and customer experiences. Social implications include strategies to create positive experiences for employees and customers enhancing community employment and business sustainability.
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Arenas, Quenaya Fredy Giancarlo, and Larenas Gerardo Enrique Lindoro. "El impacto de la gestión de costos de los inventarios en la rentabilidad de los restaurantes de comida criolla en el distrito de Surquillo durante el año 2018." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/652520.
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El presente trabajo tiene como objetivo analizar el impacto de la gestión de costos de los inventarios en la rentabilidad de los restaurantes de comida criolla del distrito de Surquillo, durante el año 2018. Para ello, se recopiló datos sobre antecedentes de problemas de gestión en restaurantes y teorías de costos y rentabilidad, mediante información adecuada. Después, se realizó la justificación del tema, planteamiento del problema, limitaciones del estudio y las hipótesis pertinentes.
Luego, se aplicó un enfoque mixto, como método de investigación, donde se usaron datos cualitativos y cuantitativos, además de definir la población y tamaño de muestra exactos a investigar. Para obtener los datos cualitativos, se utilizaron entrevistas a profundidad a profesionales expertos en NIIF y expertos en negocios de comida; y para la obtención de datos cuantitativos, se realizaron encuestas a doce restaurantes de comida criolla en Surquillo.
También se realizó un caso práctico de un restaurante encuestado, el cual brindó información necesaria para hacer un análisis de sensibilidad sobre sus costos de ordenamiento, almacenamiento y falta de inventarios; así como ratios financieros, del plato más vendido, para determinar los impactos que generan en la rentabilidad.
Finalmente, para validar los instrumentos de investigación y las hipótesis, se realizaron pruebas estadísticas, Alfa de Cronbach y Chi Cuadrado; además del análisis de los resultados obtenidos del programa SPSS y del trabajo de campo, para realizar las conclusiones y recomendaciones correspondientes.The objective of this work is to analyze the impact of inventory cost management on the profitability of Creole food restaurants in the Surquillo district, during the year 2018. To do this, data was collected on the history of restaurant management problems and theories of costs and profitability, through adequate information. Then, the justification of the topic, problem statement, study limitations and the relevant hypotheses were made. Then, a mixed approach was applied, as a research method, where qualitative and quantitative data were used, in addition to defining the exact population and sample size to investigate. To obtain the qualitative data, in-depth interviews were used with IFRS experts and food business experts; and to obtain quantitative data, surveys were carried out at twelve Creole food restaurants in Surquillo. A case study of a surveyed restaurant was also carried out, which provided the necessary information to carry out a sensitivity analysis on its management, storage and lack of inventory costs; as well as financial ratios, of the best-selling dish, to determine the impacts they generate on profitability. Finally, to validate the research instruments and the hypotheses, statistical tests were performed: Cronbach's Alpha and Chi Square; in addition to the analysis of the results obtained from the SPSS program and field work, to make the corresponding conclusions and recommendations.
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Garza, Octavio Armando. "Food service establishment wastewater characterization and management practice evaluation." Texas A&M University, 2004. http://hdl.handle.net/1969.1/3220.
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Food service establishments that use onsite wastewater treatment systems are experiencing hydraulic and organic overloading of pretreatment systems and/or drain fields. Design guidelines for these systems are typically provided in State regulations and based on residential hydraulic applications. For the purposes of this research, hydraulic loading indicates the daily flow of water directed to the wastewater system. Organic loading refers to the composition of the wastewater as quantified by five-day biochemical oxygen demand (BOD5), total fats, oils and greases (FOG), and total suspended solids (TSS).
The first part of this study included an analysis of the central tendencies of analytical data of four wastewater parameters from 28 restaurants representing a broad spectrum of restaurant types. Field sampling consisted of two sets of grab samples collected from each restaurant for six consecutive days at approximately the same time each day. These sets were collected approximately two weeks apart. The numerical data included BOD5, FOG, and TSS. The fourth parameter evaluated was daily flow.
Data exploration and statistical analyses of the numerical data from the 28 restaurants was performed with the standard gamma probability distribution model in ExcelTM and used to determine inferences of the analytical data. The analysis shows higher hydraulic and organic values for restaurant wastewater than residential wastewater.
The second part of the study included a statistical analysis of restaurant management practices and primary cuisine types and their influence on BOD5, FOG, TSS, and daily flow to determine if management practices and/or cuisine types may be influencing wastewater composition and flow. A self-reporting survey was utilized to collect management practice and cuisine type information.
Survey response information and analytical data were entered into an ExcelTM spreadsheet and subsequently incorporated into SASTM statistical software for statistical analysis. Analysis indicated that the number of seats in a restaurant, use of self-serve salad bars, and primary cuisine types are statistically significant indicators of wastewater characteristics.
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Filler, Eunice Jeraldine. "Strategic Alliance Between a Bed & Breakfast Inn and a Restaurateur: Impact on Net Income of the Bed & Breakfast Inn." Thesis, University of North Texas, 2000. https://digital.library.unt.edu/ark:/67531/metadc2644/.
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This study was conducted to investigate the impact of restaurant facilities, belonging to a B&B and leased to a professional restaurateur, upon the revenue of the B&B. This study assessed the physical demands placed on the B&B operator by an on-premises restaurant. Lack of sufficient data precluded proving the premise that an on-premises restaurant leased to a restaurateur would increase the income of the B&B without placing undue physical demands on the B&B operator. However, many contributing factors support the importance of a B&B having an on-premises restaurant that is leased to a professional restaurateur.
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Ruiz, Candace A. "Strategies to Retain Millennial Employees at Full-Service Restaurants." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3470.
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Some supervisors lack effective strategies to retain millennial generation employees. The purpose of this multicase study was to explore effective strategies supervisors use to retain culinary-educated millennial employees in full-service restaurants. Nine millennials and 3 supervisors from 3 full-service restaurants in Denver, Colorado consented to face-to-face semistructured interviews with open-ended interview questions concerning retention strategies. The conceptual framework of Herzberg's two-factor theory served to guide the scope and the data analysis for the multicase study. The interview transcripts were coded and grouped into themes. Explanation building for the data analysis assisted in finding causal links between cases and the unit of analysis, and in assembling a broad explanation to fit each case. Ten subcategories emerged from the 3 themes that aligned with Herzberg's motivation factors, hygiene factors, and millennial values and attitudes. The 10 subcategories were developed, and indicated that effective strategies differ by supervisor. Among the ten subcategories, the most prominent were (a) growth and advancement, (b) positive working conditions, and (c) quality and influence of the supervisor. This study may contribute to social change by providing restaurant supervisors with strategies for millennial retention and keeping young workers in the community to share in the responsibility of social progress and to reach their full potential.
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Ryu, Kisang. "DINESCAPE, emotions, and behavioral intentions in upscale restaurants." Diss., Manhattan, Kan. : Kansas State University, 2005. http://hdl.handle.net/2097/71.
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Needham, Maria Rosetta. "Relationship Between Servant Leadership Characteristics and Turnover in Fast-Casual Restaurants." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5027.
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In the United States, turnover threatens the economic status of the restaurant industry. In 2016, the turnover rate for the fast-casual restaurant dining industry was 1.8 million people with approximately 3 million people working in the industry. Restaurant leaders struggle with solutions to help reduce the problems of turnover. Guided by the servant leadership theory, the purpose of this correlational study was to examine the relationship between empowerment, interpersonal support, and turnover in the fast-casual restaurant industry. A convenient sample of fast-casual restaurant supervisors (n =58) in the Midwestern region of the United States completed a survey with questions related to empowerment and interpersonal support from the servant leadership survey and questions from the turnover survey. The results of a multiple regression did not predict turnover F(8, 49) = .976; p >.05; R2 = .137). The effect size indicated that the regression model accounted for 14% of the variance in turnover. Empowerment (β = -.023, p = .916) did not relate any significant variation in turnover. Interpersonal support (β = .066, p = .146) did not relate any significant variation in turnover. Empowerment and interpersonal support could affect social change by enhancing the well-being of employees, which can encourage employees to provide better service in the restaurant business. Empowerment and interpersonal support include motivating factors in employee development, leading to volunteer and charitable contributions in the communities.
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Campos, Chinchay Diago Franco. "Propuesta de un modelo de gestión de la calidad basado en la gestión por procesos para una asociación de Mypes restaurantes en Lima Metropolitana que les permita aumentar su competitividad." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2018. http://hdl.handle.net/10757/628039.
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En esta Tesis se basa en el diseño de un proceso de gestión de calidad para una asociación de micro y pequeñas empresas (Mypes) de la actividad económica del rubro restaurantes en Lima Metropolitana. El diseño del proceso se adecúa a la forma de trabajar de los restaurantes y se desarrolla como parte de un sistema básico y simple de manejar tomando como base los principios de gestión por procesos y asociación.
Este proceso define lineamientos en la organización de restaurantes para realizar las operaciones y coordina con otros procesos el sistema básico de gestión para poder atener pedidos de gran volumen en el tiempo y calidad necesaria para la satisfacción de los clientes.This thesis is based on the design of a quality management process for an association of micro and small companies (Mypes) of the economic activity of the restaurant business in Metropolitan Lima. The design of the process is adapted to the way of working of the restaurants and is developed as part of a basic and simple system to manage based on the principles of process and association management. This process defines guidelines in the organization of restaurants to carry out operations and coordinates with other processes the basic management system to be able to meet large volume orders in the time and quality necessary for customer satisfaction.
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Olds, F. Ray. "Intellectual Ability, Personality, and Vocational Interest as Predictors of Successful Job Performance in Restaurant Managers." Thesis, University of North Texas, 1993. https://digital.library.unt.edu/ark:/67531/metadc500960/.
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The history and use of tests of intellectual ability, personality, and vocational interest is briefly discussed as background for an exploratory study in the use of these instruments in predicting successful restaurant manager performance. Most previous research regarding managerial potential has focused on perceptions of managerial ability rather than on performance issues. Sixty-eight restaurant managers were tested in order to assess general intellectual ability, personality traits, and vocational interests as predictors of performance criteria. Based on previous research, it was hypothesized that general intellectual ability, vocational match, masculinity, ascendance, and sociability would be positively correlated with effective job performance ratings. Results of the study did not confirm these predictions.
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Shatskikh, Anna. "Consumer acceptance of Mobile Payments in Restaurants." Scholar Commons, 2013. http://scholarcommons.usf.edu/etd/4580.
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Regardless all the advantages of MPs, it has not reach the sizable customer base. In this paper, we examined the core drivers of using mobile payments (MPs) in restaurant industry from the consumers' perspective. Based on the Technology Acceptance Model (TAM), we developed a six factor model to reveal the determinants of consumers' intention to use MPs in restaurant. Security, subjective norm, compatibility with lifestyle, and previous experience with MPs were added to the traditional two factor TAM model (usefulness and ease of use). 300 respondents were recruited from an online survey agency and 258 valid responses were included in the data analysis. The regression results suggested that consumers' intention to use MPs in restaurants is influences by compatibility with lifestyle, usefulness, subjective norm, security, and previous experience in MPs. Lifestyle compatibility was found as the strongest determinant of consumers' acceptance of MPs in restaurants. However, ease of use was not a significant predictor of MPs usage in restaurant.
Based on the findings, the study provided several implications to the restaurant industry. Five factors (compatibility with lifestyle, usefulness, subjective norm, security, and previous experience in MPs) can serve as a guideline to encourage consumers' adoption of MPs in restaurant industry. Industry practitioners can develop advertisement catered to a trendy, innovative, tech-friendly generation who desires the flexibility that MPs give and is willing to have everything in one device. MPs should be developed to provide an added value to the user. It is also important to increase the source credibility of social information to improve communication campaigns. Finally, restaurant staff could be trained in guiding and assisting consumers in their first experience with MPs.
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Silva, Sérgio Donizeti da. "Restaurantes: estudo sobre o aproveitamento da matéria-prima e impactos das sobras no meio ambiente." Universidade de Taubaté, 2008. http://www.bdtd.unitau.br/tedesimplificado/tde_busca/arquivo.php?codArquivo=190.
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Restaurantes comerciais geram, ao preparar e servir refeições, resíduos diversos que são administrados de diferentes formas. Buscou-se investigar o nível de planejamento adotado para a implantação, o comportamento no aproveitamento de matérias-primas, o aproveitamento das sobras e, finalmente, os resíduos gerados em restaurantes das cidades de Campos do Jordão, São José dos Campos e Taubaté. Para investigar estas questões realizou-se pesquisa de campo, com aplicação de entrevistas em gestores ou proprietários, sendo escolhidos restaurantes de diferentes tipologias, que apresentassem formalidade na gestão e operação, empresas legalmente registradas em órgãos públicos e com elevados índices de ocupação, ressalvadas as especificidades das tipologias. O volume de sobras dos restaurantes pesquisados correspondem entre 5 e 30% das quantidades produzidas, independentemente da tipologia do empreendimento. Observou-se que restaurantes informalmente conduzidos geram quantidades maiores de sobras e menor preocupação com o seu reaproveitamento e destinação adequada dos resíduos, e que empreendimentos mais sofisticados buscam direcionar esforços para reduzir os resíduos gerados. Concluiu-se que os serviços de alimentação não são excluídos dos meios de produção que agridem o ambiente com os excedentes e consumo das matérias primas, devendo, portanto, ser parte integrante de estudos que visem colaborar para a redução desses impactos.Commercial restaurants produce, when they prepare and serve meals, several residues, which are managed by different ways. It was search to investigate the planning grade adapted to the implantation, the behavior of the utilization on the raw material, the utilization of the leftovers and finally, the residues generated in restaurants from Campos do Jordão, São José dos Campos and Taubaté. To achieve these objectives, it was carry out a field research, with the application of interviews with managers or owners, and it was chosen restaurants from different typologies witch present formality in management and operation, enterprises that are lawful at public institutions and with elevated rates of occupation, safeguard the specificity from the typology of the undertaking. The remains quantity from the restaurants on research corresponds between 5 and 30% of the produced quantities, independent of the enterprise typology. It was observed that the restaurants informally conducted generate bigger remains quantities and have smaller preoccupation with the reuse of the remains, and the adequate destination of residues and that the most sophisticated restaurants aims to direct efforts to reduce the generate residues. It was concluded that the food services arent excluded from the production ways with damage the environment with the excedent and consume from the raw material, owing, therefore, to be full part of studies that aims to collaborate to the reduction of these impacts.
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Jenkins, Wanda Y. "Marketing Strategies for Profitability in Small Independent Restaurants." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1407.
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The restaurant industry is the second largest employer in the United States; however, only 33% of restaurants are successful during the first 3 years of operation. The purpose of this exploratory multiple case study was to determine what marketing strategies small independent restaurant owners need for profitability. Aaker's brand equity model was the conceptual framework used to ground this study. Using a purposeful criterion sampling technique and semistructured interviews, 12 individuals (2 managers and 2 employees from 3 restaurants in Philadelphia) participated in the study. Data collected from interviews and archival business records were analyzed to generate themes, also allowing for triangulation. Five marketing strategy themes emerged from this study: word of mouth and social media marketing, limited financial resources, product differentiation and atmosphere, blogging and using the point of sale (POS) system, and employee engagement and upselling. Participants stated that word of mouth and social media marketing were powerful strategies that small independent restaurant owners should use to retain customers and gain new customers. Participants noted that product differentiation and atmosphere are unique characteristics that guide marketing strategies, brand positioning, and influence competitive advantage and profitability. Implications for positive social change include business development opportunities, opening resource centers for training programs, and free webinars associated with marketing and brand equity strategies. Communities, organizations, and new entrepreneurs will benefit from positive social change from the increase of social resources, community economic growth, employment opportunities, and sustainability.
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Rice, Lindsey. "The Plastic Straw Movement: How Green Corporate Social Responsibility Impacts Specific Ohio Restaurants." Kent State University Honors College / OhioLINK, 2019. http://rave.ohiolink.edu/etdc/view?acc_num=ksuhonors1575832785092619.
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Acuña, Méndez Ana Lucía, Galarza Paula Alejandra Carrasco, Navarrete Brenda Elena García, Mamani Wendy Cristina Jacinto, and Barrantes Sonia Rosa Lombardi. "Aplicativo móvil que permite gestionar procesos de pedidos entre restaurantes y proveedores." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2019. http://hdl.handle.net/10757/626573.
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Probest es un aplicativo móvil fácil de usar, de suscripción mensual diseñado para que los restaurantes tengan en una sola plataforma a todos sus proveedores. Los beneficios para los restaurantes son: ahorrar hasta un 65% del tiempo en pedidos, comunicación directa con los proveedores reduciendo en un 70% los errores de pedidos y cuenta con una relación de diversos proveedores clasificados por rubros para cotizar precios y emitir la facturación. Los proveedores tienen como beneficios: centralizar sus pedidos en un solo canal, disminuir errores y ahorrar tiempo en sus procesos, la oportunidad de ampliar su cartera de clientes y recibir calificaciones por sus servicios.
La compañía se dirige a los restaurantes de 3 a 4 tenedores que tienen acceso a internet y cuentan con teléfonos inteligentes, tienen como un mínimo de 10 proveedores y están ubicados en las zonas 6 y 7 de Lima Metropolitana. El costo de la subscripción es un pago mensual de S/. 120.
Para llevar a cabo este proyecto se calculó una inversión de S/.32,695.15, monto que será financiado por un 57% mediante un préstamo bancario y el otro 43% como aporte de las cinco socias fundadoras, que será recuperado en 2.23 año de operaciones. Probest, presenta un VAN financiero de S/.485,744.82 y una TIR de 142%, para el periodo de evaluación de 3 años. La proyección de ventas se ha calculado por tres años y se obtiene.
Teniendo en cuenta el análisis realizado concluimos que Probest es un proyecto rentable, escalable e innovador.Probest is a friendly and easy use mobile application which is provided with a monthly subscription. This application is designed for restaurants, so they can have a platform that unifies their providers. One of the benefits that restaurants will have are: save up to 65% of the time in orders and direct communication with providers that will reduce up to 70% in errors. Besides, it also counts with a list of classified providers so they can see prices and raise invoices. The company leads to restaurants from 3 to 4 forks that have internet access and smartphones, have at least minimum 10 providers and are located in 6 and 7 zone from Lima Metropolitana. The subscription has a monthly cost of S/. 120. To accomplish the project we invest S/.32,695.15, that will be financed a 57% with a bank loan and the other 43% with the contribution of the 5 business partners that will be recovered in the xx year. Probest, presents a financial VAN of S/.485,744.82 and a TIR of 142% for the evaluation period of 3 years. The sales projection has been calculated for the first three years. To summarize the analysis we concluded that Probest is a rental project that is scalable and that has innovation.
Trabajo de investigación
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Makichi, Netsai Christine, and Otu Keziah Adadzewa. "Resilience Capabilities of Managers in Crisis Management : The study of Swedish Sit-in Restaurants." Thesis, Linköpings universitet, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-178151.
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Background: the impetus for this study emanated from Covid-19 crisis in the context of Sweden's business environment in which numerous disruptions in business operations have been experienced. Organizational resilience has been selected as a positive strategic response by which resilience capabilities of sit-in restaurant managers in handling disasters and crises play an integral role so as to achieve future organizational success and continuity. Purpose: To apply resilience theory and develop some underlying themes from effective application of resilience strategies in sit-in restaurants during Covid-19 crisis. This thesis sought to identify similarities and differences in the application of organizational resilience strategies during crises. Resilience strategies categorized into four by Hillmann and Guenther (2020), that is, organizational flexibility, organizational adaptive capacity, organizational change capacity and organizational buffering capacity were tested and laid the foundation for development of new theoretical framework. Methodology: A qualitative study that involved six sit-in restaurants were randomly selected and the underlying themes of their resilience capabilities were analyzed. Semi-structured interviews and questionnaires were used to gather empirical data. Six interviews were conducted in which sit-in restaurant managers in Sweden were the interview participants. Findings: Research findings revealed that some sit-in restaurant managers were more resilient than others thereby contributing to survival of restaurants that they managed during crisis. Some managers only applied a selection of resilience strategies leading to declined resilience capabilities in managing crises contributing to business failure whereas an integrated approach in application of all resilience strategies contributed to effective crisis management. These findings laid the foundation for the development of new theory in organizational resilience.
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Monzon, Santos Juan Luis Andre. "Food Waste Management - Perceptions, Decisions, and Actions: The case of Guatemala City Department Restaurants." Thesis, Uppsala universitet, Institutionen för geovetenskaper, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-324710.
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Food waste has implications for the people, the planet, and profits. It presents a global problem which normally requires a local solution. Around 6% of the global food loss occurs in Latin America. However, the region lacks a clear strategy to address the issue, which is also true at the national level for countries such as Guatemala. Furthermore, the perception of different actors in the country towards food waste and its management remains unknown. The aim of this research is to explore on the attitudes towards food waste that might exist in the country by focusing on the restaurant sector with the objective of producing a holistic understanding of the issue. Concentration on the restaurant sector provides additional information of the matter, on a sector that shows limited research on it. To fulfill this objective, a case study was conducted, one that involved the participation of three actors directly related to restaurants as either managers or owners and an actor involved in the Municipality of Guatemala City. The research utilized semi-structured interviews and a review of the literature available on the subject as means of data gathering. The analysis was supported using the Triple Bottom Line Framework, a Positional Analysis ideology, the Sustainable Development Goals and the EU Waste Framework Directive. The results showed varied perceptions from the actors on the categorization of food waste, although impacts on an economic, environmental, and social dimension derived from food waste were acknowledged by all of them; being the latter the most prominent. For the actors, the generation of food waste was significant at the customer level, but was also influenced by the type of service provided by the restaurants. Additionally, the approaches selected by them to either directly or indirectly manage food waste covered a vast range of actions. Finally, the actors understood as key for addressing the food waste issue, the raising of awareness on the subject.
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Chou, Ming-Che Peter. "A survey of selected Chinese restaurants in the greater Miami area to determine management and guest perceptions as to the role of alcoholic beverage in Chinese restaurant." FIU Digital Commons, 1986. http://digitalcommons.fiu.edu/etd/2346.
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The purpose of this survey of selected Chinese restaurants in the Greater Miami area is to determine management and guest perceptions as to the role of alcoholic beverage with respect to profits, competition and image in Chinese restaurant.
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Jennings, Edward. "Determinants of behavioral intention to use mobile coupons in casual dining restaurants." Thesis, University of Phoenix, 2014. http://pqdtopen.proquest.com/#viewpdf?dispub=3583289.
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Each year, over 300 billion dollars of print coupons are distributed, yet the redemption rate is less than one percent. As of 2010, 93% of the U.S. population has one or more cell phones providing anytime, anywhere access. Despite the 2009 economic downturn, Americans still spend 41% of their food budget outside of the home. The specific problem to be studied is the behavioral intention of young adults, 18 to 24 years of age, attending private, non-profit universities to use mobile coupons for casual restaurant dining. The purpose of this quantitative, cross-sectional correlation study was determining the relationship between five independent variables: (a) performance expectancy, (b) effort expectancy, (c) social influence, (d) fear of spam, and (e) opting-in; and one dependent variable: participants' behavioral intention to use mobile coupons for casual restaurant dining. The results demonstrated a strong positive correlation between all of the variables except fear of spam and the dependent variable: the behavioral intention to use mobile coupons for casual dining restaurants. There was no relationship between the fear of spam and the behavioral intention to use mobile coupons. This, in itself, was an important finding. Recommendations for using mobile coupons include coupon promotion as a component of the marketing mix, mobile coupons as a unique way of encouraging new menu items, creating an easy path to opt-in, and creative ideas for coupon face-value promotions. Mobile coupons have the potential to exceed the redemption rates of printed coupons.
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Sriwongrat, Chirawan. "Consumers' choice factors of an upscale ethnic restaurant." Diss., Lincoln University, 2008. http://hdl.handle.net/10182/893.
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Globally, there is a growing demand for food away from home as a result of higher incomes, changes in consumption patterns, changes in household composition, and the time pressures created by dual-working families. The foodservice industry has become highly competitive as the number of foodservice outlets has increased to meet the demand. In order to succeed in such a competitive industry, restaurant operators need to understand the factors (and their relative importance) that influence restaurant patrons’ decision when selecting a restaurant. The demand for ethnic foods has also increased, in New Zealand and worldwide, due to the influences of ethnic diversity, overseas food and cultural experiences, and media exposure. Despite the importance of restaurant choice criteria and a growth in popularity of ethnic foods, published research on consumers’ restaurant selection behaviour that focuses on the ethnic segment is relatively limited. Furthermore, there are no published empirical studies on ethnic restaurant choice behaviour in New Zealand. This research aims to fill these gaps in the literature by empirically identifying the factors that influence a decision to dine at an upscale ethnic restaurant, their relative importance, as well as their relationships with dining occasion and consumer characteristics. Focus group discussions and the literature review helped identify a set of restaurant choice factors. A mail survey was used to collect the data. Factor analysis was used to refine the restaurant choice factors, and logistic regression analysis identified the five significant factors that influence consumers’ decision. These are: Dining Experience, Social Status, Service Quality, Food Quality, and Value for Money, listed in order of their importance. The results of t-tests and ANOVA suggested that consumers perceived the restaurant choice factors differently based on their demographic characteristics. The results of this study contribute to the marketing theory by providing an empirical framework of consumer selection behaviour in New Zealand upscale ethnic dining establishments. The study will also assist marketing practitioners and operators of ethnic restaurants to develop their strategies and offer the attributes that attract and retain customers.
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Albus, Heidi. "The Effects of Corporate Social Responsibility on Service Recovery Evaluations in Casual Dining Restaurants." Master's thesis, University of Central Florida, 2012. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/5095.
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This study examined the effects of Corporate Social Responsibility (CSR) on service recovery in terms of customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. More specifically, this study proposed that CSR will have a halo effect on negative service recovery incidents and mitigate the adverse effects of the poor recovery. An experimental study consisting of a 3x2 between subjects factorial design was used. Three CSR conditions (positive, negative, and no CSR) were matched with two service recovery conditions (positive or negative). Four hundred and eighteen subjects were recruited by a reputed marketing research firm. Results of this study showed that CSR and service recovery have a significant effect on customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. Furthermore, the results showed that CSR enhances the positive effects of good service recovery.ID: 031001374; System requirements: World Wide Web browser and PDF reader.; Mode of access: World Wide Web.; Adviser: .; Title from PDF title page (viewed May 21, 2013).; Thesis (M.S.)--University of Central Florida, 2012.; Includes bibliographical references (p. 55-63).
M.S.
Masters
Hospitality Services
Hospitality Management
Hospitality and Tourism Management
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Bungeroth, Richard S. "Quality, service and ambience: measuring excellence and guest satisfaction within restaurants of Hermanus." Thesis, Stellenbosch : Stellenbosch University, 2003. http://hdl.handle.net/10019.1/53565.
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Thesis (MBA)--Stellenbosch University, 2003.ENGLISH ABSTRACT: Quality, service and ambience are concepts synonymous with the restaurant industry. Whilst the importance of these, and the integral function they perform in ensuring guest satisfaction and ultimately the success of a restaurant can hardly be denied, how effectively these inextricable concepts have been integrated within restaurants of Hermanus is of particular interest to various stakeholders. In a recent article submitted to an impact study conducted by GHACT (Greater Hermanus Association for Commerce and Tourism) titled: "Restaurateurs and Other Catering Outlets - February 2002", the Chairman of the Restaurateurs Association of Hermanus stated: "Restaurateurs usually are very impulsive individual personalities, working long hours - they do not comply with regulations; do their own thing and do not plan their strategies for the future - seat of the pants. We urgently need to start managing and policing our industry similar to accommodation establishments (e.g.... cleanliness, quality control and star ratings.)" The aim of this study project, originally commissioned by GHACT, is to contribute to GHACT's aim of stimulating commerce and tourism to Hermanus as part of their functions of core marketing, project development (impact studies), environment maintenance, and complaint resolution. A review of related literature as well as information gathered from 273 interviews, concerning 43 out of approximately 51 restaurants, forms the backdrop to this document. Definitions of key terms, investigation into previous empirical research, and identification of various excellence and guest satisfaction techniques, are the major focal points of this literature review. Four quality, service and ambience related assessments form part of the research, namely: 1) industry consistency in dealing with seasonality; 2) competitiveness between six specific restaurants; 3) tourist versus resident perceptions of restaurant excellence; and 4) individual restaurant excellence development areas. It was concluded that, although consistency throughout 2002 does not appear to be a concern for the Hermanus restaurant industry, the actual levels of quality, service and ambience offered by certain restaurants are below an acceptable standard. The Quality Matrix intervention presented in Chapter 5 integrates the tangible and intangible product and service standards essential for service excellence and guest satisfaction within all restaurants of Hermanus.
AFRIKAANSE OPSOMMING: Kwaliteit, diens en atmosfeer is konsepte wat sinoniem is met die restaurantbedryf. Alhoewel die belangrikheid van hierdie konsepte sentraal is om tevredenheid by gebruikers te verseker en uiteindelik om sukses te bepaal, is dit ook belangrik vir belanghebbendes om te sien hoe effektief hierdie konsepte in die restaurantbedryf van Hermanus ingeburger is. In 'n onlangse artikel deur GHACT (Greater Hermanus Association for Commerce and Tourism), getiteld: "Restauranteurs and Other Catering Outlets - February 2002", sê die voorsitter van die Restauranteurs Assosiasie van Hermanus dat "Restaurateurs usually are very impulsive individual personalities, working long hours - they do not comply with regulations; do their own thing and do not plan their strategies for the future - seat of the pants. We urgently need to start managing and policing our industry similar to accommodation establishments (e.g.... cleanliness, quality control and star ratings.)" Hierdie projek is deur GHAT aangepak in 'n poging om toerisme en koophandel in Hermanus te stimuleer deur impak studies, bemarking, omgewingsbeheer en klagte oplossing. 'n Oorsig van soortgelyke literatuur sowel as informasie wat versamel is van 273 onderhoude met betrekking tot 43 restaurante vorm die agtergrond van hierdie dokument. Die fokuspunt van hierdie literatuuroorsig was om die kern begrippe te definiëer, die bevindings van ander empiriese navorsing te analiseer, en tegnieke wat uitstaande diens en tevredenheid by gebruikers te verseker, te ondersoek. Vier kwaliteit, diens en atmosfeer verwante evalueringsareas vorm deel van die ondersoek, naamlik: 1) die eenvormigheid van die industrie in die hantering van seisoensverandering; 2) mededinging tussen ses spesifieke restaurante; 3) toeriste se persepsie teenoor die plaaslike inwoners se persepsie van restaurant kwaliteit en 4) individuele restaurant ontwikkelings areas. Alle gevolgtrekkings wat gemaak is in hierdie dokument is gebaseer op die bevindings van bogenoemde toetse. Daar is tot die gevolgtrekking gekom dat alhoewel betroubaarheid nie 'n probleem blyk te wees vir die Hermanus restaurantbedryf nie, werklike kwaliteit, diensvlakke en atmosfeer deur sekere restaurante aangebied, wel onder aanvaarbare standaarde was. Die kwaliteitsmatriks voorgestel in Hoofstuk 5 integreer die tasbare en ontasbare produk en noodsaaklike standaarde vir kwaliteit diens en tevredenheid by gebruikers by al die restaurante in Hermanus.
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Kim, Sunghyeon. "Dick's last resort restaurants: a unconventional theme "bad service" becomes unique experience for guests." Honors in the Major Thesis, University of Central Florida, 2013. http://digital.library.ucf.edu/cdm/ref/collection/ETH/id/858.
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The hospitality industry has focused on increasing customer satisfaction by offering services that are generally described as flawless, courteous, and friendly. Dick's Last Resort restaurants, however, are distinguished by intentionally staged erroneous, obnoxious, and rude services that nevertheless provide a unique experience for customers. This unconventional service theme might work for some customers but not for others. This study focuses on exploring the factors that lead to customer satisfaction and dissatisfaction at Dick's Last Resort restaurants. In addition, customer satisfaction levels are examined according to gender and location. Using the modified critical incident technique, 518 online reviews were analyzed through a categorization process. The results of this study suggested that "overall theme experience" and "employee performance" are the most important factors in determining customer satisfaction and dissatisfaction. However, the findings suggest that there is no satisfaction rate difference by customers' gender and restaurant's location. The study's limitations and managerial implications for future research are discussed.B.S.
Bachelors
Rosen College of Hospitality Management
Hospitality Management
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Taylor, Ashley Kaarina. "Sustainable cities and local food systems : a partnership between restaurants and farms in Portland, Oregon." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/1834.
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Thesis (MPhil (Sustainable Development Planning and Management))--University of Stellenbosch, 2009.Local food systems are growing in scope and impact in communities around the world in an attempt to solve many of the environmental, social, and economic costs of global food production and conventional food chains. Communities may attain greater sustainability by reconfiguring their relationship to agriculture and food but critics of local food systems doubt its ability to fundamentally change the predominant global agricultural system due in part to the limited transformative range. Furthermore, local food systems are often viewed in reference to “food miles”, a concept that is oversimplified and ignores the complexity of food supply chains. This paper is motivated by these larger debates about local food systems and addresses a local food system in Portland, Oregon. The research for this paper is based on interviews conducted in the restaurant and farming sectors in the Portland area in an effort to learn what motivates restaurants and farms to engage in local partnerships, the challenges and opportunities they face selling and buying local food, and the practices along their food supply chains. The objective of this study is to understand the degree to which restaurant farm partnerships in Portland are supporting a sustainable local food system and to help identify strategies and opportunities for more restaurants and farms to engage in local partnerships. Furthermore, this research provides pragmatic examples for other communities interested in stimulating a local food system based on direct marketing. The findings of this study suggest Portland’s restaurant farm partnerships are making a small, yet significant effort to encourage innovative environmental and social practices, address the sustainability of urban and rural Portland, and deepen the food miles debate. Further efforts need to be made by the restaurant farm partnerships in Portland to expand on restaurant’s sustainable practices, find more innovative transportation means, and improve consumer education.
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Wilkinson, Richard F. "Hospitality management student work aspect preferences and reinforcers in the quick service restaurant industry /." free to MU campus, to others for purchase, 1997. http://wwwlib.umi.com/cr/mo/fullcit?p9841193.
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Neill, Lindsay. "The contested "White Lady" perceptions and social meanings of the "White Lady" in Auckland : a thesis submitted to AUT University in partial fulfilment of the requirements for the degree of Master of International Hospitality Management, 2009 /." Click here to access this resource online, 2009. http://hdl.handle.net/10292/818.
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Yupa, Nanthachai Riegle Rodney P. Padavil George. "Desirable competencies for hospitality educators in Thailand a Delphi approach /." Normal, Ill. Illinois State University, 2002. http://wwwlib.umi.com/cr/ilstu/fullcit?p3064535.
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Thesis (Ph. D.)--Illinois State University, 2002.Title from title page screen, viewed January 24, 2006. Dissertation Committee: Rodney P. Riegle, George Padavil (co-chairs), Barbara Heyl, Mohamed Nur-Awaleh, Somchai Hiranyakit. Includes bibliographical references (leaves 123-129) and abstract. Also available in print.
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Balazs, Katharina. "La gestion des restaurants gastronomiques : Leadership, créativité et culture organisationnelle." Phd thesis, Jouy-en Josas, HEC, 2002. http://pastel.archives-ouvertes.fr/pastel-00918288.
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Le sujet de cette thèse est une étude des leaders d'un groupe d'organisations considérées comme exceptionnels dans leur domaine: les chefs de restaurants gastronomiques. L'objet de la recherche était de décrire la façon dont ces chefs de cuisine ont construit leur restaurant et l'influence des activités et actions du chef: en tant que leader, sur le fonctionnement quotidien de ces établissements qui atteignent et maintiennent des positions du premier rang dans un environnement extrêmement compétitif. Le sujet de cette recherche concernant le leadership de restaurants exemplaires est un petit groupe d'environ 20 restaurants, sélectionnés par les deux guides principaux, le Guide Rouge Michelin et le Gault Millau, comme étant les restaurants les meilleurs du monde. L'objectif de cette thèse est d'identifier les processus organisationnels et la dynamique commune aux entreprises du premier rang dans l'industrie de la restauration, ainsi que le rôle joué par le style de leadership individuel de l'entrepreneur/fondateur dans l'élévation de ces organisations à une telle position. Il est proposé que le rôle du leader (c'est-à-dire le chef), son style de leadership, et les aspects de sa personnalité qu'il ou elle dévoile jouent un rôle crucial pour atteindre une performance exceptionnelle. Le leader établit la culture de l'organisation et joue un rôle important dans la mise en place d'une équipe d'encadrement et d'une main d'oeuvre investie dans l'entreprise, capable dans ses compétences et ses fonctions, et de haute qualité. La thèse étudie aussi d'autres conditions qui règnent dans ces restaurants considérés comme exemplaires et essaye de démontrer comment leur succès est en grande partie déterminé par la personnalité et le comportement du chef mais aussi par d'autres facteurs qui peuvent jouer un rôle dans cette quête d'un classement exemplaire qu'occupent ces établissements dans leur domaine.
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Richmond, Sandra Mansell 1944. "The demands-control model in fast-food restaurants: Effects of emotional labor, customer treatment, demands, control, and support." Diss., The University of Arizona, 1997. http://hdl.handle.net/10150/289655.
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In this cross-sectional field study of a fast-food organization, self-report data provided by workers and interview data from managers were used to assess the effects of the work environment on fast-food worker attitudes and behavior. Job demands, worker control and management support (Karasek & Theorell, 1990) were the predictor variables in this research. Additional job demands of emotional labor and customer behavior were measured and tested. Results indicated that control, emotional labor and management support were negatively associated with reported stress and positively associated with reported satisfaction and commitment. Additionally, customer behavior and demands were positively associated with reported stress and customer behavior was negatively associated with reported satisfaction and commitment.
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Jeon, Jiyeon. "Examining How Wi-Fi Affects Customers Loyalty at Different Restaurants: An Examination from South Korea." FIU Digital Commons, 2015. http://digitalcommons.fiu.edu/etd/2218.
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The main research objective of this study was to determine whether Wi-Fi affects customer's loyalty and how its impact differs depending on the type of restaurants: coffee shops, fast food restaurants, and casual dining restaurants. For the study I designed a primary field survey to collect data and performed multiple linear regression analysis to test the study hypotheses.
Findings show that Wi-Fi service factors turned out to be significant for all types of restaurants for both attitudinal and behavioral loyalty. Wi-Fi service factors were more important for coffee shop loyalty than fast-food restaurants or casual dining restaurants. However, not all of the Wi-Fi usage factors were significant consistently. Furthermore, Wi-Fi service factors were much more important for coffee shop loyalty than fast food restaurants or casual dining restaurants. Findings are expected to assist hospitality marketers to utilize Wi-Fi service as a point of service towards their customers.
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Parsa, Haragopal. "Exploratory investigation of organization power, and its impact on strategy implementation and firm performance : a study of the hospitality franchise systems /." Diss., This resource online, 1994. http://scholar.lib.vt.edu/theses/available/etd-06062008-164617/.
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Maree, Petrus Johannes Hermanus. "South African fast food franchise industry's use of project management, towards a franchise project management course." Thesis, Stellenbosch : University of Stellenbosch, 2007. http://hdl.handle.net/10019.1/5030.
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Thesis (MBA (Business Management))--University of Stellenbosch, 2007.ENGLISH ABSTRACT: The business format, franchising, can be defined as "the granting of a licence for a predetermined financial return by a franchising company (franchisor) to its franchisees. The grant entitles them to make use of a complete business package, including training, support and the corporate name (branding and logos). Thus enabling them (franchisees) to operate their own businesses to exactly the same standards and format as the other units in the franchise chain." (Grant 1985, p4 as cited by Altinay, L. 2004) Franchising as a business model can be seen in essence as a proven business model that is sold as a "best practices knowledge" model to franchisees. Although the "best practices" approach is at the core of franchising no formal methodology was found to exist to guide the development thereof. The lack of a formal methodology in this regard has given rise to various self-designed so-called "project management" approaches as found to be applied in the development of franchise outlets. This mini-thesis sets about testing the theoretical and practical integration of a formal project management approach, in fast food franchising market. Both from a theoretical and practical point of view it was found that the integration of a formal project management methodology and franchising as a business model would improve the functionality of franchising as a whole. By developing a formal methodology in a course for the franchising model, better control over the limited scarce resources (money, time, quality and people) at its disposal can be obtained, allowing optimal growth through proper development, planning, monitoring and delivering of business outlets.
AFRIKAANSE OPSOMMING: Die besigheids formaat, naamlik agentskap, kan beskryf word as: die vergunning van 'n lisensie teen 'n voorafbepaalde finansiële tarief deur die maatskappy, aan sy agentskappe. Die vergunning leen hulle daaraan toe om gebruiksnut van die hele pakket te kan benut, insluitende opleiding, ondersteuning en korporatiewe naams- (handelsmerk en logo) gebruik. Sodoende bevoeg die gebruiksnut die agentskappe om hulle eie besighede tot dieselfde standaarde en formaat as die ander agentskappe in die groep te bedryf. (Grant 1985, p4 soos aangehaal deur Altinay, l.2004) Agentskap as 'n besigheids model kan beskou word in wese as 'n erkende besigheids model, wat verkoop word as 'n "beste kennis praktyk" model, aan die organisasie se agentskappe. Alhoewel die "beste kennis praktyk" metode, aan die kern van agentskap is, is geen formele metodologie gevind wat die ontwikkeling daarvan reguleer nie. Die tekort aan 'n formele metodologie in die aanwending van agentskap het tot gevolg gehad dat verskeie self ontwikkelde sogenaamde "projek bestuur" metodes in gebruik geneem is in die ontwikkeling van verskeie agentskappe. Hierdie mini-tesis is daartoe gemik om teoretiese en praktiese integrasie van 'n formele projek bestuur metodiek in die kits kos agentskap mark te beproef. Beide van 'n teoretiese en praktiese perspektief was dit bevind dat die integrasie van 'n formele projek bestuur metodologie en agentskap as 'n besigheids model, die funksionele toepassing van agentskap as 'n geheel sal bevorder. Deur die daarstelling van 'n formele agentskap kursus bied dit die organisasie beter kontrole oor hulle beskikbare skaars hulpbronne (geld, tyd, kwaliteit en mense), wat optimale groei bevorder weens die ontwikkeling van verbeterde ontwikkeling, beplanning, toesighouding, en lewering metodes.
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Wen, Han. "Risk communication when serving customers with food allergies in restaurants in the United States." Diss., Kansas State University, 2015. http://hdl.handle.net/2097/20109.
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Doctor of PhilosophyHospitality Management and Dietetics
Junehee Kwon
Food allergies affect nearly 15 million Americans, and accommodating customers with food allergies has become a challenge for the restaurant industry. One third of the fatal food allergy reactions occurred in restaurants, and it is important for the restaurant industry to properly communicate and manage the food allergy risks. This study explored perceived risks and risk communication related behaviors of restaurant staff when serving customers with food allergies by using both qualitative (interviews) and quantitative (online survey) approaches. Telephone interviews with 16 restaurant managers were audio-recorded, transcribed verbatim, and organized to identify themes. Most participants were aware of the severity of food allergy reactions but perceived that it was the customers’ responsibilities communicating their food allergies with restaurant staff before placing their orders. Training for service staff on food allergies and risk communication topics were limited, and some managers perceived such training unnecessary for restaurant business. Findings from interviews were used to develop an online survey instrument. The survey instrument was pilot-tested and distributed to restaurant employee panels by an online survey research firm. Of 1,328 accessed the survey, 316 usable survey responses (23.8%) were collected from full-service restaurant service staff. Data analyses included descriptive statistics, independent samples t-test, ANOVA, and regression analyses. Results indicated that limited information about food allergies was provided on printed (35.1%) or online menus (28.2%), and very few restaurants had separate menus (8.5%) or complete ingredient lists (14.6%) for customers with food allergies. Meanwhile, restaurant servers lacked knowledge about common food allergens (12.7% correct), differences between food allergies and intolerances (34.2% correct), and government regulations related to food allergies (15.5% correct). Most restaurant servers (82.0%) agreed or strongly agreed that initiating communication and preventing food allergy reactions were responsibilities of customers with food allergies. Perceived severity of food allergy reactions, previous communication training, sources of media exposure, and perceived responsibilities of preventing food allergy reactions were found to influence restaurant servers’ risk reduction and communication behaviors (R²=0.367, p<0.001). Restaurateurs, foodservice educators, food allergy advocates, and policy makers may use these findings when developing food allergy training and strategies to prevent food allergy reactions in restaurants.
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Daughtry, Perry. "The Relationship of Selected Personality Factors to Turnover Among Restaurant Managers." Thesis, University of North Texas, 1989. https://digital.library.unt.edu/ark:/67531/metadc500876/.
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This study investigated the relationship between turnover and personality measures through the application of discriminant analysis in a split sample cross validation design. Four personality tests measuring 34 dimensions of personality were administered to 300 Caucasian male job applicants. The tests were the Fundamental Interpersonal Relations Orientation-Behavior, the Vocational Preference Inventory, a shortened version of the DF-Opinion Survey, and the Guilford Zimmerman Temperament Survey. Ten of the dimensions were initially found to be significantly related to turnover. The shrinkage of the coefficient after cross validation was enough for the loss of statistical significance. It is suggested that personality measures are moderately associated with turnover and that investigations examining methods to reduce turnover should focus on other variables.
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Wade, Richard Barry. "Modeling and analysis of scheduling restaurant personnel." Thesis, Virginia Tech, 1993. http://hdl.handle.net/10919/41407.
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LaFleur, Tobias C. (Tobias Christopher). "Improving the Quality of Hotel Banquet Staff Performance: a Case Study in Organizational Behavior Management." Thesis, University of North Texas, 1994. https://digital.library.unt.edu/ark:/67531/metadc500375/.
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The banquet staff at a north Texas hotel were responsible for setting up 11 different functions (e.g., buffet dinners) for conferences and meetings. The functions were often set up late and items were often omitted. An analysis suggested that performance problems were the result of weak antecedents, inefficient work procedures, inadequate training and a lack of motivating consequences. An intervention consisting of task checklists, feedback, goal setting, monetary bonuses, training and job aids was designed to enhance the accuracy and timeliness of function setups. Performance increased from an average of 68.8% on the quality measure (accuracy plus timeliness) in baseline, to 99.7% during the intervention phase. Performance decreased to 82.3% during a follow-up phase in which parts of the intervention were discontinued by hotel management. Performance increased to 99.3% with the reintroduction of the intervention phase.
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Diban, Escaffi Jaime Alfredo, La Serna Oscar Alejandro Pineda, and Urbina Oscar Guillermo Rodriguez. "Propuesta de diseño e implementación de una VMO para los Proyectos de Tecnología en una Cadena de Restaurantes." Master's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2021. http://hdl.handle.net/10757/656321.
Full textAbstract:
La industria del sector de restaurantes ha venido siendo una de las de mayor crecimiento en el Perú, incrementando también de forma continua la oferta y la competencia. Las estrategias diseñadas en el sector han estado basadas principalmente en la calidad del servicio, ofertas y productos; pero los procesos detrás de estas estrategias han resultado muchas veces operativamente ineficientes, afectando directamente los márgenes del negocio; algo que ha sido observado por cada una de las empresas activas.
Durante los últimos años, y sobre todo en el 2020 debido a la coyuntura presentada por el COVID-19, esta industria también se ha visto afectada por la ralentización de la economía y paralización de los mercados, evidenciando las falencias operativas y resaltando los sobrecostos, acentuando aún más la necesidad de crear economías de escala como parte de sus estrategias.
Con el objetivo de optimizar costos, los restaurantes han encontrado un aliado en la transformación digital de sus procesos, incrementando de forma natural el número de proyectos de tecnología requeridos, exigiendo mejores resultados y una gestión mas eficiente, lo cual ha generado diversas oportunidades de mejora en la ejecución, sobrecostos de la gestión y procesos que conviven de forma no estandarizada. El presente trabajo de investigación propone el diseño e implementación de una oficina de gestión de valor, alineada con los valores de la organización, basada en el uso de prácticas agiles y lean para la gestión de proyectos de tecnología, con procesos definidos y la generación de valor como prioridad.The restaurant sector industry has been one of the fastest growing in Peru, leading to the continuous increase of the offer and competition. This sector's designed strategies have been based mainly on service quality, offers, and products, but the processes behind these strategies have often been operationally inefficient, directly affecting business margins, something that the active companies have perceived. Lately, especially in 2020, due to the COVID-19 situation, this industry has also been affected by the slowdown in the economy and the paralysis of the markets; showing the operational shortcomings and highlighting cost overruns, furthermore, accentuating the need to create economies of scale as part of their strategies. To optimize costs, restaurants have found an ally in the digital transformation of their processes, increasing the number of required technology projects naturally, demanding better results and more efficient management, which has generated various improvement opportunities in the execution, cost management, and processes that coexist in a non-standardized way. This research work proposes the design and implementation of a value management office aligned with the organization's values, based on the use of agile and lean practices for the management of technology projects, with defined processes and the generation of value as a priority.
Trabajo de investigación
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Clark, Howard B. III. "CONSUMER RESPONSE TO TABLE SPACING IN A FAST-CASUAL RESTAURANT." UKnowledge, 2017. http://uknowledge.uky.edu/mat_etds/12.
Full textAbstract:
The purpose of this research was to evaluate consumer response based on two distances (12 and 24 inches) between tables in a fast-casual restaurant. An onsite survey was conducted to measure customers’ cognitive, emotional, and behavioral responses to questions on pleasure, privacy, stress, arousal, comfort, control, customer satisfaction, and future dining intentions based on their experience with the table spacing. Results showed that table spacing has an effect on diner’s pleasure, feelings of privacy, and sense of comfort and control. The results confirmed a strong correlation between customer satisfaction and future behavioral intentions.
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Bryans, Robert. "Linking operational excellence to shareholder value : McDonald's as a case study." Thesis, Stellenbosch : Stellenbosch University, 2004. http://hdl.handle.net/10019.1/21214.
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Thesis (MBA)--Stellenbosch University, 2004.ENGLISH ABSTRACT: McDonald's is world renowned for the benchmark standards it sets in operations management. This is evidenced by the numerous references in operations management textbooks over the last 10-15 years. However, since 1999, McDonald's has not been able to link this operations excellence to creating shareholder value. In fact, the McDonald's share price has declined by 64 % over the last 4 years. In comparison, Wendy's (McDonald's biggest competition in the US fast food market) share price has increased by 2 % over the same period. Understanding why McDonald's has not been able to link operational excellence and the creation of shareholder value is the reasoning behind this mini-thesis. The hypothesis is that there are a number of factors. which influence shareholder value, and operational excellence is but one of these factors. A literature survey was conducted in order lO understand the underlying theories which link operational excellence and shareholder value creation. Evidence supporting this hypothesis is then presented and discussed. In Chapter 3, McDonald's ability to deliver operational excellence is evaluated against the evidence presented in operations management textbooks and other sources. The success of McDonald's in delivering perfonnance in the other factors affecting shareholder value is then discussed in Chapter 4 and compared to its biggest competition. Firstly, the share price of McDonald's is compared to its biggest competition (Wendy's), then the strategy of McDonald's and its impact on shareholder value creation is discussed, along with McDonald's ability to implement the other important factors and drivers, namely customer value creation, efficiency of value delivery and direct financial impact on shareholders. As a result of the above evidence. it was found that there are two basic reasons why McDonald's has not been able to link operational excellence and shareholder value creation: 1. Relative to its competition, McDonald's has not demonstrated sufficient competence in the other factors, which influence shareholder value creation. These factors are: customer value creation and the efficiency of customer value delivery. This is further evidenced by the financial output measures of McDonald's relative to its competition. 2. McDonald's ability in delivering operational excellence has diminished recently. This is evidenced by falling ratings in customer satisfaction surveys. The above reasons are evidenced by customer satisfaction survey results, comparative financial results and a number of non-direct driver results. In order to increase shareholder value creation, it is recommended that McDonald's change the focus of its strategy from operations to the creation of customer value. In order to support this change, the organisational structure and business processes will have to be changed by top management, who must be the crusaders of this change.
AFRIKAANSE OPSOMMING: McDonald's is bekend vir die maatskappy se wereldklas bedryfs bestuur standaardc. Die standaarde word tel kens na verwys in menige bedryfs bestuur handboeke oor die afgelope 10 tot 15 jaar. McDonald's kon egtcr nie daarin slaag om die hoe bedryfsbetuur standaarde in aandeelhouer waarde te omskep nic. Die waarde van die McDonald's aandele het met 64% gedaaJ oor die afgelope 4 jaar. In kontras het Wendy's (McDonald's se grootste mededinger in die Amerikaanse kitskos mark) se aandeel pryse met meer as 2% gestyg oor dieselfde peri ode. Die redc vir hierdie studie is dan juis om te bepaal waarom McDonald's nie hul voortrcflike bestuurs standaarde kon koppel aan stygende aandeelhouer waarde nic. Die hipotese is dat daar 'n aantal faktore is wat die aandeelhouer waarde van 'n maatskappy bepaal en dat bedryfs bestuur standaarde maar net een van hierdie faktore is. 'n Literatuur studie is gedoen om te bepaal wat die verwantskap is tussen puik bedryfsbetuur standaarde en die skepping van aandeelhouer waarde. Die bewyse vanuit die literatuurstudie is dan gebruik om die hipotese mee te toets. In Hoofstuk 3 is die vennoe van McDonald' s om hoe bedryfsbestuur standaarde te handhaaf evalueer aan die hand van die literatuur studie. McDonald's se sukses in die implementering van die ander faktore wat lei tot verhoogde aandeelhouer waarde is in Hoofstuk 4 bespreek en terselfde tyd vergelyk met die verrnoens van sy grootste mededingers. Eerstens is die aandeelprys van McDonald's met die van sy grootste mededinger (Wendy's) vergelyk en tweedens is die strategie van McDonald's en die impak daarvan op aandeelhouer waarde bespreek. Ander belangrike faktore soos kliente waarde skepping. effektiwiteit van waarde toevoeging en direkte finansiele impak op aandeelhouers is ingesluit in die bespreking. Daar is gevind dat daar twee hoofredes is waarom McDonald's nie daarin geslaag het om bedryfs bestuur uitmuntenheid te omskep in aandeelhouer waarde nie: 1. McDonald's het in vergelyking met sy mededingers nie goed genoeg gedoen m.b.t. die ander faktore wat aandeelhouer waarde bernvloed nie. Hierdie faktore is kliente waarde skepping en effektiwiteit van waarde toevoeging. 2. McDonald's se bedryfs bestuur standaarde het begin afneem. Dit word gestaaf deur laer waarderings in klante tevredenheids bepalings. Die onvermoe van McDonald' s om die bogenoemde faktore te implementeer word deur die klante tevredenheids bepalings, vergelykende finansiele resultate en 'n aantaJ indirekte maatstawwe gestaaf. Daar word dus voorgestel dat McDonald's sy stralegiese fokus moet verskuif vanaf bedryfs bestuur optimisering na kliente waarde skepping. Die organisasie struktuur en besigheids prosesse van McDonald's sal dus deur bestuur herorganiseer moet word om die verandering in strategie te kan ondersteun.
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Abdelgawwad, Mohamed Abdelgawwad Aly. "Quality management : success and failure factors for new global product development in global quick service restaurants : a case study of McDonald's Egypt." Thesis, Cardiff Metropolitan University, 2012. http://hdl.handle.net/10369/6483.
Full textAbstract:
Global quick service restaurants (QSRs), e.g. McDonald's and its iconic golden arches, have been in the vanguard of the globalisation phenomenon in non-Western countries. Various challenges have forced global QSRs to "think globally but act locally" spawning a new generation of products, referred to in this thesis as "glocal products". In Egypt, for example, the arrival of global QSRs in the late 1980s catalysed a highly-competitive industry comprising global QSRs (e.g. Wimpy's, McDonald's, Hardee's, KFC and Burger King - many of American origin) and local QSRs (e.g. Mo'men, Wessaya and Cook Door). American military interventions in the Middle East - Iraq and Afghanistan - fuelled anti-American feelings. McDonald's was seen to be too American and was boycotted. In response McDonald's sought to promote its local credentials through various activities including developing new glocal products - first the McFalafel sandwich and later the McArabia sandwich. The aim of this study was to investigate the critical success factors for new glocal product development activities through a single case study of McDonald's Egypt with two embedded units of analysis - two new glocal products - launched in Egypt: the failing McFalafel and the successful McArabia. The study involved a case study of four global and four local QSRs in Egypt through three phases of data collection involving in-depth semi-structured interviews with QSR experts and senior managers supplemented by the analysis of relevant documents. Phase one focused on external factors driving the new product development process. Phase two explored internal and product-related factors. Phase three focused on the new glocal product development process itself. A model of glocalisation through new glocal product development by global QSRs in non-Western countries (Egypt) identifying the critical success factors for new glocal products was developed. The model shows the interrelationships between a complex set of factors that can be used by practitioners to enhance the chances of success for new glocal products in non-Western countries.
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Garcia, Sotelo Gerardo Javier. "Get the right price every day." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2729.
Full textAbstract:
The purpose of this project is to manage restaurants using a software system called GRIPED (Get the Right Price Every day). The system is designed to cover quality control, food cost control and portion control for better management of a restaurant.