This study is grounded in the evolving perspective of Service Marketing, Service-Dominant-Logic and ServiceLogic and aims to provide a holistic view of how the digitalization of interactions affects the service provided by the restaurant and in turn the customers’ value creation processes. More exactly, the study examines a digital system for information exchange, order placements and payments in a restaurant on the Swedish market. The study adopts a qualitative approach and data has been collected through the use of unstructured observations and semi-structured interviews. The findings are that the system for digital interactions has both positive and negative effects on valuecreation. It also changes other aspects of the service not directly linked to the system. If this ultimately creates more or less value for the customers is believed to depend on the customers’ individual differences, but if the system is used as a complement to the already existing service rather than as a substitute of the human interaction there are opportunities for a successful implementation.

I Sverige är hotell- och restaurangbranschen den bransch där flest anställda utsätts för sexuella trakasserier på arbetsplatsen, där en sexistisk och hård jargong är en betydande faktor. Studiens övergripande syfte är att undersöka hur arbetstagare inom branschen upplever sexuella trakasserier, arbetsgivarens arbete mot detta samt vad som påverkar beslutet att anmäla. För att undersöka detta skickades en webbenkät till arbetsgivare som delade enkäten med sina arbetstagare samt delades på en Facebookgrupp för anställda inom hotell- och restaurangbranschen. Den besvarades av totalt 79 personer, med tämligen jämn könsfördelning. Resultatet visade att 64% av deltagarna har utsatts för sexuella trakasserier på sin arbetsplats samt att kvinnor är signifikant mer utsatta än männen. Deltagare vittnade om att de blivit utsatta för sexuella trakasserier fysiskt, verbalt och icke-verbalt från kunder, kollegor och chefer. Resultatet visade även att upplevelsen av att känna stöd från arbetsgivaren kan predicera en upplevd meningsfullhet att anmäla sexuella trakasserier. Studien ger en bild av en bransch vars arbete mot sexuella trakasserier bör förbättras och stärkas. / The hotel and restaurant industry in Sweden has the highest relative number of sexual harassments occur at the workplace. The harsh, and often sexual, jargon has been identified as a significant contributing factor. The overall purpose of the study is to investigate how employees within the industry are experiencing sexual harassment, how organizations work to counteract sexual harassment and the employee’s decision to report. To investigate this aweb-based questionnaire was sent to employers who distributed it to their employees, andthrough a Facebook group for employees working in the hotel and restaurant industry. The questionnaire was answered by 79 employees, with a gender distribution that was approximately even. The results show that 64.4% of the participants state that they have been subjects of sexual harassment in their workplace. Furthermore, there is a significant difference between women and men, where women are victimized to a larger extent than men. Participants testify that they have been subject to physical, verbal, and non-verbal harassment by customers, colleagues, and managers. The results show that the feeling of support from the employer can predict whether the employee finds it meaningful to report sexual harassment. Moreover, the report indicates that the industry should improve and strengthen its ongoing efforts against sexual harassment.

<p>Свакако да је квалитет један од пресудних<br />диференцирајућих фактора, те се зато све већа пажња<br />придаје његовом управљању. Квалитет представља<br />кључни елемент вредности услуге на основу које се<br />предузећа позиционирају на тржишту, обезбеђују веће<br />тржишно учешће, веће приходе и доприносе задовољству<br />особља и потрошача. Суштина оријентације ка квалитету<br />ресторатерског производа или услуге, има смисла једино<br />ако се уваже сви аспекти квалитета, односно уколико се<br />активности базирају на систему управљања тоталним<br />квалитетом.&nbsp; Највећа одговорност за управљање<br />квалитетом свакако је на руководству угоститељског<br />објекта. У раду су приказани најчешће коришћени модели<br />за истраживање задовољства потрошача и квалитета<br />услуге, а на појединим се базира и спроведено<br />истраживање, те су они шире објашњени. Такође,<br />приказана&nbsp; су&nbsp; истраживања која су за основ имала моделе<br />SERVQUAL или DINESERV.</p><p>Предмет&nbsp; изучавања&nbsp; докторске дисертације&nbsp; јесте<br />квалитет услуга у ресторатерству, управљање квалитетом<br />ресторатерског производа и задовољство потрошача,&nbsp;<br />односно корисника ресторатерских услуга. Реч је о вези<br />квалитета услуге и задовољства потрошача која настаје на<br />основу активности руководства ресторана. Зато је<br />предметом овог истраживања&nbsp; обухваћено испитивање<br />свих учесника (менаџери, особље и гости ресторана) који<br />утичу на квалитет, односно перцепцију квалитета услуге.</p><p>Циљ овог рада је да се утврди постојање и<br />интензитет јазова који се јављају у пословању<br />угоститељских објеката. Идентификација пет јазова и<br />увид у елементе на основу којих се јазови појављују,<br />основ је квалитетне анализе пословања и усмеравања<br />активности ка унапређењу квалитета услуге у<br />ресторатерству.</p> / <p>Svakako da je kvalitet jedan od presudnih<br />diferencirajućih faktora, te se zato sve veća pažnja<br />pridaje njegovom upravljanju. Kvalitet predstavlja<br />ključni element vrednosti usluge na osnovu koje se<br />preduzeća pozicioniraju na tržištu, obezbeđuju veće<br />tržišno učešće, veće prihode i doprinose zadovoljstvu<br />osoblja i potrošača. Suština orijentacije ka kvalitetu<br />restoraterskog proizvoda ili usluge, ima smisla jedino<br />ako se uvaže svi aspekti kvaliteta, odnosno ukoliko se<br />aktivnosti baziraju na sistemu upravljanja totalnim<br />kvalitetom.&nbsp; Najveća odgovornost za upravljanje<br />kvalitetom svakako je na rukovodstvu ugostiteljskog<br />objekta. U radu su prikazani najčešće korišćeni modeli<br />za istraživanje zadovoljstva potrošača i kvaliteta<br />usluge, a na pojedinim se bazira i sprovedeno<br />istraživanje, te su oni šire objašnjeni. Takođe,<br />prikazana&nbsp; su&nbsp; istraživanja koja su za osnov imala modele<br />SERVQUAL ili DINESERV.</p><p>Predmet&nbsp; izučavanja&nbsp; doktorske disertacije&nbsp; jeste<br />kvalitet usluga u restoraterstvu, upravljanje kvalitetom<br />restoraterskog proizvoda i zadovoljstvo potrošača,&nbsp;<br />odnosno korisnika restoraterskih usluga. Reč je o vezi<br />kvaliteta usluge i zadovoljstva potrošača koja nastaje na<br />osnovu aktivnosti rukovodstva restorana. Zato je<br />predmetom ovog istraživanja&nbsp; obuhvaćeno ispitivanje<br />svih učesnika (menadžeri, osoblje i gosti restorana) koji<br />utiču na kvalitet, odnosno percepciju kvaliteta usluge.</p><p>Cilj ovog rada je da se utvrdi postojanje i<br />intenzitet jazova koji se javljaju u poslovanju<br />ugostiteljskih objekata. Identifikacija pet jazova i<br />uvid u elemente na osnovu kojih se jazovi pojavljuju,<br />osnov je kvalitetne analize poslovanja i usmeravanja<br />aktivnosti ka unapređenju kvaliteta usluge u<br />restoraterstvu.</p> / <p>Quality is one of the&nbsp; key differentiating<br />factors, and therefore, more attention is given to<br />its management.&nbsp; It&nbsp; is a key element of the&nbsp; service<br />value&nbsp; that&nbsp; company&nbsp; uses to&nbsp; position&nbsp; itself&nbsp; in the<br />market, providing greater market share, higher<br />revenues and contribute to the satisfaction of staff<br />and customers.&nbsp; The orientation towards quality&nbsp; of<br />restaurant product or service makes sense only if<br />are&nbsp; taken&nbsp; into consideration all aspects of quality,<br />and if the activities are based on a system of total<br />quality management. The greatest responsibility<br />for quality control is&nbsp; certainly on&nbsp; the&nbsp; management<br />team&nbsp; of&nbsp; a&nbsp; restaurant. This paper presents the most<br />commonly used models for the study of consumer<br />satisfaction and service quality. Some models are<br />the&nbsp; base of&nbsp; conducted research, and they are<br />explained&nbsp; in more detail. Also,&nbsp; the thesis presents<br />studies&nbsp; based on&nbsp; SERVQUAL&nbsp; or DINESERV<br />model.</p><p>Subject of&nbsp; this dissertation is&nbsp; service<br />quality in&nbsp; restaurant industry, quality management<br />and customer satisfaction.&nbsp; It is about the<br />relationship of service quality and customer<br />satisfaction that arises from management<br />activities.&nbsp; For that reason,&nbsp; this study included the<br />examination of all participants (managers, staff&nbsp;<br />and restaurant guests) that affect the quality and<br />perception of service quality.</p><p>The aim&nbsp; of this study was to determine the<br />existence and intensity of the gaps that occur in<br />the&nbsp; restaurant&nbsp; business. Identification of five gaps<br />and insight into the elements&nbsp; that initiate the gap<br />appearance, is the basis of a thorough analysis of<br />business&nbsp; activities towards improvement of&nbsp; the<br />quality of services in restaurant industry.</p>

Abstract   Background:  With the COVID-19 pandemic, consumer behaviour has adjusted accordingly, especially in relation to the restaurant industry. This issue is also present in the restaurant managers responses displayed at this critical event. This disruption on both consumer and manager perspective can be researched for methods of regulating the impacts.   Purpose:   The purpose of this thesis is to explore the impact COVID-19 has had on restaurants, their managers and consumer behaviour. This study investigates how managers of the local restaurants respond to the restrictions placed on them as well as how consumer behaviour has been affected by the pandemic.   Method:  This exploratory study is conducted both quantitatively and qualitatively using surveys with consumers by convenience sampling and semi-structured interviews with local restaurant managers.   Conclusion:  The results and analysis suggest that with the aid of the ADKAR and EKB model, there are varying degrees of influence an individual or manager has perceived with the arrival of the pandemic. This is generally due to their own circumstances and perspectives; however, consumers have seen a change in their decision-making journey while restaurant managers have seen changes in their daily operations. This study goes on to indicate that thorough use of the models can assist both consumers and managers in better preparation if such an event should happen again as well as comprehension of their unconscious decisions with such predicaments. / This thesis seeks to investigates "The Effects of COVID-19 on Restaurants and Consumer Behaviour in the Jönköping Region”. Adapted to the paper’s subject matter, this is offered at the beginning of each section and provides the reader with background information on that section’s contents. At this point, the main theme of the paper is introduced with supporting evidence which will be used for the duration of this project.

No description available.

Covid-19 pandemin har haft stor påverkan på vårt samhälle. I Sverige är restaurangbranschenen av de branscherna som har drabbats värst. Vid en kris som denna krävs det att ledare agerar för att se till att deras organisation kan överleva. En ledare kan påverka organisationen inom alla aspekter, allt från ekonomi till personalhantering. Därav bär ledaren ett stort ansvar på sina axlar. Syftet med denna studie är att undersöka hur en kris som Covid-19 påverkar ledarskap inom restaurangbranschen och vilka förändringar som ledare gör för att hantera pandemin. Studien kommer förhoppningsvis att bidra till ökad förståelsen kring hur ledarskap har förändratsunder pandemin Covid-19 och vad det har haft för effekter. Den insamlade datan i denna studie ska förhoppningsvis förklaras med hjälp av tre olika ledarskapsstilar. Studien har genomförts med en kvalitativ metod genom semistrukturerade intervjuer medutvalda ledare inom restaurangbranschen. Resultatet för studien visar skillnader och förändringar som har skett i ledarskapet hos de ledare som har intervjuats. Samtliga intervjuer har tolkats och jämförts med studiens teoretiska ramverk. En kris som pandemin Covid-19 har haft stor effekt på organisationers sammanhållning samt motivation hos medarbetare och har resulterat i ett större mänskligt fokus från ledarnas sida. / The Covid-19 pandemic has had a big impact on our society. In Sweden the restaurant industry is one of the most affected industries. In a crisis like this it is required that leaders act to ensure that the organization survives. The leader is the one who can affect the organization in all aspects, from financial decisions to personnel management. Therefore, the leaders carry a big responsibility on their shoulders. The purpose with this study is to investigate how a crisis like Covid-19 affects leadership within the restaurant industry and what changes leaders have made to be able to deal with the pandemic. This study will hopefully contribute to increased understanding on how leadership has changed during the Covid-19 pandemic and what effects it has had. The collected data in this study will hopefully be explained by three different leadership styles. The study has been implemented with a qualitative method through semi structured interviews with leaders within the restaurant industry. The result of this study shows differences and changes that have taken place in the leadership of the leaders who have been interviewed. All interviews have been interpreted and compared with the study’s theoretical framework. A crisis such as the Covid-19 pandemic has had a major effect on organizational cohesion and employee motivation. This has resulted in a focus directed towards the human factor of the leadership. This study is written in Swedish.

Den här studien undersöker huruvida anställda i restaurangbranschen har kännedom och möjlighet att nyttja sina rättigheter. Studien har genomförts med ett medarbetarperspektiv. En kvalitativ undersökning genomfördes med hjälp av semistrukturerade intervjuer. Respondenterna har olika befattningar och arbetsplatser, detta ger en helhetsbild av restaurangbranschen. Huvudfokus vid intervjutillfällena har varit dygns- och veckovila, samt betald semester. Resultatet visar både likheter och skillnader mellan respondenternas upplevelser. En del respondenter hade tidigare reflekterat över frågorna, därför användes två mer djupgående intervjuer som nyckelintervjuer. Idén till studien uppkom ur tidigare forskning som visar att anställda i restaurangbranschen har svårt att få inflytande på arbetsplatsen. Vår förhoppning är att studien ska bidra till ökad kunskap kring vilka rättigheter man har som medarbetare i restaurangbranschen. / This study examines whether employees within the restaurant industry are aware of and have the freedom to make use of their rights. The study has been carried out with an employee focused perspective. We conducted qualitative research using semi-structured interviews. The respondents obtain different positions and work at different workplaces which helps create a big picture of what the restaurant industry looks like. The main focuses during the interviews was on the daily rest period, weekly rest and paid vacation. The results show both similarities and differences between the respondents' experiences. Some respondents had previously reflected on the matters, therefore two of the more in-depth interviews were used as key interviews. The idea for the study arose from previous research that shows that employees in the restaurant industry find it difficult to gain influence in the workplace. Our hope is that the study will contribute to increased knowledge about what rights you have as an employee in the restaurant industry.

Sustainability is a ubiquitous concept to define as its character is pluridimensional. There is an exigency to address sustainability in the three dimensions of environment, economy, and society within a resource-demanding sector such as the restaurant industry. With the entrance of the emergent, cloud kitchen, there is a demonstration of how technological innovation may present opportunities and challenges to a more traditional, established restaurant industry. A gap in studies probing the sustainability practices of cloud kitchens gives rise to this investigative inquiry. The overarching aim of this study is to investigate whether the practices and business models of the cloud kitchen concept contribute to more sustainable restaurant industry. This study intends to answer if cloud kitchens are contributing to sustainability in the restaurant sector, further investigating which aspects of the business models of the cloud kitchen concept indicate sustainability. Additionally, there is an exploration of the different business models of the cloud kitchen concept that compares sustainability factors across each of its business models. The theories of the triple bottom line, circular economy, and the SDGs are used to illuminate these phenomena. The research uses combined methods that involve content analysis and an interview study. Four sustainability factors were identified and analyzed where it was found that cloud kitchens can contribute positively toward a more sustainable restaurant industry. However, the different business models that cloud kitchens run have distinct effects on each of the four factors which means that some business models can be more sustainable than others. Environmentally, cloud kitchens are taking initiatives toward climate action. Socially, human capital and well-being have the potential to be advanced through the cloud kitchen concept. Economically, it is plausible that cloud kitchens promote prosperity through increasing yields and profit margins. / Hållbarhet är ett alltför omfattande begrepp att definiera eftersom dess karaktär är mångdimensionell. Inom en resurskrävande sektor som restaurangbranschen finns det ett behov av att ta itu med hållbarhet i de tre dimensionerna miljö, ekonomi och samhälle. Ingången till det framväxande konceptet molnkök visar hur teknisk innovation kan erbjuda möjligheter och utmaningar i en mer traditionell och etablerad restaurangbransch. Det finns ett gap i studier som undersöker hållbarhetsmetoderna i molnkök vilket ger upphov till denna studie. Det övergripande syftet med denna studie är att undersöka om metoderna och affärsmodellerna för molnkökskonceptet bidrar till en mer hållbar restaurangbransch. Denna studie avser att svara på om molnkök bidrar till hållbarhet inom restaurangsektorn, och även undersöka vilka aspekter av affärsmodellerna för molnkökskonceptet som tyder på hållbarhet. Dessutom finns det en utforskning av de olika affärsmodellerna för molnkökskonceptet som jämför hållbarhetsfaktorer mellan var och en av dess affärsmodeller. Teorierna om den tredubbla bottenlinjen, cirkulär ekonomi och SDG (FN:s hållbarhetsmål) används för att belysa dessa fenomen. Forskningen använder sig av kombinerade metoder som innehåller en intervjustudie och en innehållsanalys. Fyra hållbarhetsfaktorer identifierades och analyserades där man fann att molnkök kan bidra positivt till en mer hållbar restaurangbransch. De olika affärsmodellerna som molnkök använder har dock olika effekter på var och en av de fyra faktorerna vilket gör att vissa affärsmodeller kan vara mer hållbara än andra. Miljömässigt tar molnkök initiativ mot klimatåtgärder. Socialt sett har humankapital och välbefinnande potential att föras fram genom molnkökskonceptet. Ekonomiskt är det troligt att molnkök främjar välstånd genom att öka avkastningen och vinstmarginalerna.

Recently digital transformation has become imperative that organizations must embrace to cope with today’s digital world’s new demands. Previous research has been investigating the opportunities provided by digital transformation but still, there is a gap when it comes to digital transformation challenges. This thesis addresses the main challenges faced by restaurants during their digital transformation journey. A qualitative research method with semi-structured interviews has been used to investigate digital transformation challenges in the restaurant industry in the following countries: Sweden, Sri Lanka, Australia, and Korea. Our findings show that restaurants mostly face a lack of resources, culture change, and lack of knowledge. This study has a double contribution. On the one hand, this thesis provides practitioners with the main challenges restaurants face during their digital transformation journey, on the other hand, this study provides literature to fill the gap that exists in digital transformation challenges.

This study aims to enhance the accuracy of a demand forecasting model, XGBoost, by incorporating synthetic multivariate restaurant time series data during the training process. The research addresses the limited availability of training data by generating synthetic data using TimeGAN, a generative adversarial deep neural network tailored for time series data. A one-year daily time series dataset, comprising numerical and categorical features based on a real restaurant's sales history, supplemented by relevant external data, serves as the original data. TimeGAN learns from this dataset to create synthetic data that closely resembles the original data in terms of temporal and distributional dynamics. Statistical and visual analyses demonstrate a strong similarity between the synthetic and original data. To evaluate the usefulness of the synthetic data, an experiment is conducted where varying lengths of synthetic data are iteratively combined with the one-year real dataset. Each iteration involves retraining the XGBoost model and assessing its accuracy for a one-week forecast using the Root Mean Square Error (RMSE). The results indicate that incorporating 6 years of synthetic data improves the model's performance by 65%. The hyperparameter configurations suggest that deeper tree structures benefit the XGBoost model when synthetic data is added. Furthermore, the model exhibits improved feature selection with an increased amount of training data. This study demonstrates that incorporating synthetic data closely resembling the original data can effectively enhance the accuracy of predictive models, particularly when training data is limited.