Este trabalho tem como objetivo propor um modelo econômico para os determinantes da alocação de autoridade em cadeias franqueadas no Brasil no setor de alimentação fora do lar - food service. Baseando-se no aporte teórico da economia neoinstitucionalista, especialmente na linha teórica desenvolvida por Claude Ménard (2004; 2010) para o estudo das formas híbridas, foi aplicado um estudo de múltiplos casos com foco em uma hamburgeria, uma pizza delivery e uma cafeteria, em que se procurou discutir a hipótese de que um aumento na complexidade no ponto de venda (lojas que demandam grande esforço operacional) levaria à descentralização do arranjo franqueado. Observou-se que a complexidade no ponto de venda realmente influencia a alocação de direitos de propriedade dos arranjos, mas no sentido contrário ao esperado, ou seja, no sentido da centralização. Tal centralização foi caracterizada por uma integração de determinadas tarefas básicas e pelo aumento do controle efetivo exercido pelas franqueadoras sobre as tarefas que continuaram sendo compartilhadas com as lojas franqueadas. / This work intends to propose an economic model reflecting the determinants of authority allocation on food service franchise chains in Brazil. Drawing on the New Institutional Economics framework and, in particular, on the hybrid forms approach by Claude Ménard (2004; 2010), a multiple case study has been conducted on a hamburger fast food restaurant chain, a pizza delivery chain and a special coffee shop chain, discussing the hypothesis that: the more outlet complexity increases (stores that demand high operational effort), the more decentralized the chain should be. Results show that outlet complexity is indeed a determinant of the allocation of property rights, although in the opposite direction, i.e. towards centralization. Such centralization was characterized as a mix of: vertical integration over key tasks and of an increase in the effective control over the remaining tasks that kept being shared with franchisees.

Una empresa de consumo masivo, líder en el sector avícola, presenta una tendencia decreciente en el mercado, en uno de sus giros de negocio del canal de ventas Food Service, el giro Horeca, conforme lo demuestran sus estadísticas. El presente trabajo, parte de esta premisa, y desarrolla un análisis cualitativo y cuantitativo que permite concluir que el problema es la inadecuación del modelo de distribución general de la corporación para el giro Horeca. Se desarrolla una nueva estrategia de negocio para este giro, con un claro enfoque en un modelo de distribución apropiado, que responda a todas las variables críticas, y que tenga sentido dentro del contexto de la empresa que gestiona un negocio en marcha. Se analiza el concepto de respuesta eficiente al consumidor, y dos estrategias son propuestas: la descentralización de almacenes; y la entrega certificada nocturna. Ambas se presentan y son sometidas a una matriz de priorización, concluyéndose que, para efectos del presente trabajo, la opción a implementar es la entrega certificada nocturna que se implementa como un complemento, que agrega valor al sistema de distribución general, y propone una solución al sistema de distribución del giro de negocio Horeca. Implementación que es planteada en su fase inicial, tanto en lo que respecta a una implementación operativa, como al análisis financiero de la misma, que sustenta su viabilidad. / In a leader mass consumption company in the poultry sector, its Horeca business unit, one of the Food Service sales channel, has been showing a decreasing trend in its market position. From this premise as a starting point, a quantitative and qualitative analysis have been developed, to determine the root cause of the Horeca business unit problem. The analysis lead us to conclude that the problem cause is the inadequacy of the corporation's general distribution model applied to the Horeca business unit. A new business strategy is developed for Horeca, focused on an appropriate distribution model to respond to the critical variables of this business unit, and also taking into consideration the company context as an ongoing business which the Horeca unit is part of. To develop an improved distribution model proposal, the efficient consumer response (ECR) concept is analyzed, and two strategies were presented and evaluated: a warehouse decentralization and the certified delivery in late hours. Both were subjected to a prioritization matrix, and as a result, for the purposes of this work, the option to be implemented is the certified delivery in late hours, as an alternative that solves the Horeca distribution model problem and complements the general distribution system as an added value. The implementation of the certified delivery in late hour distribution model, is developed for an initial phase, supported by its viability financial analysis. / Tesis

Doing ethnographic work on the effects of COVID 19, I looked at how food service businesses were affected. I found that the government’s selective distribution of aid and lacking guidance had forced them to prioritize accommodating customers over their own safety. I look at the economic, mental, and physical risks imposed by this policy, and find that people cope with them through solidarity and creativity. In this, I draw on theories addressing the state, war, emotional labor, and disaster. My understanding of the state explains how pressure is created for workers to deal with the situation, and emotional labor explains more of the burden, and how they bear it. Vulnerability theory helps explain downward redistribution of the pandemic’s burden, and I develop its core points further to capture the socially deleterious impact of lasting disasters. Theories of war and solidarity explain how normality and everyday life are impacted by the disaster, and how people restore a sense of routine and normality cooperatively. I conclude that long term disasters need to be further studied and better understood because of their capacity to worsen and entrench inequality.

The residential meal experience has certain unique characteristics that can be attributed to both the socio-demographic profile of the student and the type of food service provided. These characteristics result in specific expectations that should be satisfied to meet the organisational and financial goals of the service provider and the University. The main challenges include addressing cultural diversity of captive consumers and providing for the specific needs of Generation Y. Globally there is an increased effort to determine the level of satisfaction of students with their meal experiences, in order to improve the food service provided. Limited research within the unique multi-cultural South African context; the changing demographic profile of Pretoria University students since 1996, and the increase in negative media reports regarding foodservice provided on campus motivated the urgent need for an investigation. The aim of this study was to describe the satisfaction of the University of Pretoria‟s residential students regarding their meal experience in terms of the food itself, the service and the ambience, in order to provide the University‟s Department of Residence Affairs and Accommodation with recommendations to improve the meal experience offered by taking into account the demographic profile of students. To obtain the relevant data to meet the stated aim, focus group discussions in which probing questions were asked of the participants were conducted in order to develop a questionnaire. Self-administered questionnaires were issued to a stratified random sample of 878 respondents from 22 responding residences. Data analysis involved descriptive statistics and the chi-square test. - vi - Results indicated that most respondents were satisfied with the meal experience. Respondents were most satisfied with the ambience and least satisfied with the food. Respondents were most satisfied with the sensory and portion size attributes, but least satisfied with the price attributes of the food. Respondents were most satisfied with the tangible and empathy attributes of the service and most satisfied with the cleanliness and neatness attributes of the ambience. Food was ranked as most important followed by service and ambience. Freshness, nutritional value and cost (value for money) were ranked the most important attributes of food. Operating hours and cleanliness (neatness) were ranked most important for service and ambience respectively. The food dimension was identified as a priority for improvement, specifically with respect to: the price of both booked meals and commercial items, regular incorporation of new menu items, healthy/nutritious food and variety of fruit and vegetables provided. Apart from the food attributes the availability of stock at item sales and the operating hours in general, were identified as attributes of the service requiring improvement. In addition, statistically significant relationships were found between satisfaction and specific profile characteristics such as ethnic group, gender and the number of years using a specific dining hall. The results of the open-ended question confirmed the findings of the rest of the questionnaire. This study has contributed to the limited literature on student satisfaction regarding their meal experiences at residential dining halls. Valuable recommendations for improvement of the residential meal experience were provided. / Dissertation (MConsumer Science)--University of Pretoria, 2013. / gm2014 / Consumer Science / unrestricted

Durante los últimos años, la tendencia por parte de las personas de querer mejorar sus estilos de vida y también del cuidado del medio ambiente, han ido incrementándose de manera exponencial. Es así que surgieron diversas empresas encargadas de servicio de alimentación saludable, las cuales están basadas en una política de emprendimiento social y de igual forma, contribuyen con la salud pública, pues lo que se busca es mejorar los hábitos alimenticios de la población, ya que la prevalencia de sobrepeso y obesidad ha ido en aumento durante las últimas décadas. Health&Work es un emprendimiento que pretende mejorar los hábitos de una población seleccionada (adultos trabajadores pertenecientes al área comercial financiera de Lima Metropolitana) mediante una alimentación que se adapte a sus necesidades diarias, que sea variada y que cumpla con sus expectativas. De igual forma, se incluye la realización de actividad física, así como un control y monitoreo del estado nutricional. El presente trabajo tiene como finalidad describir de manera precisa cómo es que se desarrolla un servicio de alimentación, considerando aspectos tales como la situación política-social actual, financiamiento, organización, entre otros. / During the last years, the tendency of people to want to improve their lifestyles and also to care for the environment, have been increasing exponentially. This is how various companies in charge of healthy eating services arose, which are based on a policy of social entrepreneurship and in the same way, contribute to public health, since what is sought is to improve the eating habits of the population, since the prevalence of overweight and obesity has been increasing over the past decades. Health & Work is an enterprise that aims to improve the habits of a selected population (working adults belonging to the financial commercial area of ​​Metropolitan Lima) by means of a diet that adapts to their daily needs, that is varied and that meets their expectations. Likewise, physical activity is included, as well as control and monitoring of nutritional status. The purpose of this work is to describe precisely how a food service is developed, considering aspects such as the current political-social situation, financing, organization, among others. / Trabajo de investigación

Background: As the result of the constant business evolution and in addition to the 2020 worldwide sanitary crisis, online services demand has significantly increased. Shifting from a physical-based customer experience to an online customer-focused service providing. Multiple studies investigated the online customer experience and customer expectations related to the products industry. However, there seems to have a lack of recent research focusing on online customer experience in service settings. Purpose: The purpose of this study is to analyse the customer experience in online service settings, focusing on the food delivery sector in France. The aim is to highlight a customer expectations gap between the customer expected service and the actual perceived service provided by the company. To fulfil this purpose, three research questions have been established. The authors aim to provide a new conceptual model to contribute to the theory. Method: For the purpose of this study, the research philosophy adopted key elements of interpretivism. A qualitative research design is used, combined with an exploratory case study method. Data were collected through 8 semi-structured interviews using a purposive sampling method and were analysed inductively.   Conclusion: The results of this study indicate that the customer expectations gap in the online food service delivery, focusing in UberEats case study, is built upon two main factors: the customer expectations design and the online process, together enabling service improvements identification. The authors have thereby designed a new conceptual model in order to provide online food service providers such as UberEats sustainable solutions to reduce the customer expectations gap while using their app.  Keywords: Customer Experience, Customer Expectations, Customer Expectations Gap, Service Quality, Food Delivery Sector, UberEats

The decision regarding when and to what extent to use convenience food products is a perennial issue in the hospitality industry. Despite the pertinence of this issue in the industry, it has never been explicitly examined in the hospitality literature. Potential advantages of adopting convenience food products in food-service operations include: savings in time and costs, better portion and cost control, ease of training and evaluation, superior customer relationships through product consistency, increased safety, ease of storage, and added eye appeal. On the other hand, noticeable disadvantages may include: staff motivation problems, facilitated labor mobility, increased emotional labor for supervisor, health and nutrition down-sides, and more waste. Therefore, to further explore this issue, a paper and pencil survey was administered to culinary managers in a large university dining setting. Respondents included 132 chefs representing ten dining facilities. The results indicate that even though the time and labor cost savings brought about by the use of convenience food products are perceived as advantageous, the implied consistency of the final product and superior portion control are not as important. Furthermore, customer relationships, catering to special groups, and final products' eye appeal appear to be better facilitated by non-convenience foods. Even though it is easier to train chefs/ cooks/ employees to use convenience food products rather than non-convenience ones and these employees appear to be under less psychological pressure in their jobs, they will conversely be less motivated and worse paid. The theoretical and practical implications of these findings are discussed herein. / Master of Science

The labor force consists of 4 generations including Generation Z with an estimated 25 million Baby Boomers leaving the workforce between the year 2010 and 2020. Franchise fast food service managers desire competent leadership in the workplace inclusive of Generation Z. Yet, many franchise fast food service managers do not have training programs to develop Generation Z's leadership behaviors. Based on Vroom's expectancy theory and Blau's social theory, the purpose of this single-case study was to explore the training programs franchise fast food service managers could implement to develop Generation Z's leadership behaviors. Data collection consisted of direct observation and semistructured interviews of 5 purposely selected franchise fast food service managers at a franchise fast food organization in the southern region of Georgia. Data analysis included coding the transcribed interviews to identify relevant themes, and member checking to strengthen the reliability and validity of the interpretations of participants' responses. The 6 main themes revealed were leadership training, leadership skills, leadership behaviors, training barriers, human capital development, and on-the-job training, which affects employees' performance and organizational effectiveness. Business leaders in organizations may use the findings of this study to develop effective training programs for evolving Generation Z's leadership skills, which could improve the U.S. food service industry turnover rates. Social change implications include the importance of the need for succession planning strategies to promote growth and sustainability within the fast food service industry.

The purpose of this study was to determine the need for a high school Hospitality and Tourism Program in Washington County, Tennessee and to identify skills food service operators deemed important for entry- level positions that are to be obtained. Three high schools and 114 restaurants in Washington County were involved in the study. Data were collected through a quantitative phone study questionnaire. The findings of the study identified that the restaurant industry and teachers indicated there was a need for skilled workers through the implementation of the Hospitality and Tourism program in the Washington County schools. Finally, it was determined that there was a need for better training of students entering the restaurant industry and a willingness of restaurant operators to work with these students.

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