What attributes from Food Aesthetics, Service Quality Cues or the Roles, Consumption Rituals or The Norms and Boundaries of the Service Provider contributes to customer Service Experience in a Fine Dining restaurant context?
Wilson, Shantal 2018. What attributes from Food Aesthetics, Service Quality Cues or the Roles, Consumption Rituals or The Norms and Boundaries of the Service Provider contributes to customer Service Experience in a Fine Dining restaurant context? Masters Thesis University of East London Royal Docks School of Business and Law
2018 dissertation for MSc. International Business Management. Selected by academic staff as a good example of a masters level dissertation. This is a qualitative paper where the focus is to investigate consumer service experience in fine dining restaurant context. To identify the relevant attributes that contribute to consumer service experience, seven participants who have eaten at fine dining restaurants previously where interviewed. The semi-structured interview had pre-prepared questions, cover the following them, Food Consumption and Fine Dining, Experience Marketing and Service Experience. Each theme covered questions, focused on the consumer perspective on fine dining restaurants, as well as what contribute to the service experience in fine dining restaurants.
From the research the following themes emerged as significant to the customer service experience: Conspicuous Consumption, Food Aesthetics, Service Quality Cues, Consumption Rituals and the Roles, Norms and Boundaries of the Service Provider. The main findings of the research implied that consumers enjoy the experience that fine dining restaurants has to offer. however, the food aesthetics are not always to customers standards are expectations in comparison to what the customer must pay.
To conclude, the main arguments that emerged was that, fine dining restaurant experience is more about people showing off, a display of status and self-validation of one’s worth. The role that the food play isn’t has significant to customers. However, what does matter to customers as significant to their service experience, are the service quality cues. The smaller intangible gestures, the role of the service provider is just as important. As there is a fine line, with the attention provided by the employee staff this can be over bearing to customers.
In terms of recommendations, for future the studies the ritualistic approach to fine dining emerged as a way in which customers can enjoy fine dining experience. In the form of a treat or for special occasions. This can be adopted with a quantitative methodology approach. For restauranteurs, the findings suggest that customers require some boundaries. Therefore, to implement this, the manager can start by adding this information in their training programmes to the staff, and the incorporate it in their everyday business practice.
|Digital Object Identifier (DOI)||doi:10.15123/PUB.7662|
|27 Aug 2018|
|Publication process dates|
|Deposited||25 Oct 2018|
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