La empresa Diners Club Perú es una franquicia de Diners Internacional, la primera empresa en trabajar con tarjeta de crédito en el mundo, bajo el modelo de tarjeta de consumo que se conoce actualmente. Aproximadamente hace dos años fue adquirida por el Grupo Pichincha de Ecuador. En la Dirección completa de una tarjeta de crédito existen dos roles fundamentales: El emisor y el adquiriente: • El Emisor es aquel que efectúa la Dirección de la tarjeta frente al cliente, es decir, califica al cliente, genera la tarjeta, emite el estado de cuenta, cobra por el consumo efectuado al contado, en cuotas, retiros en efectivos, entre otros. Por este servicio cobra comisiones, una membrecía anual, entre otros. Otra función fundamente es la de pagar al adquiriente el importe de los consumos. En nuestro medio, por ejemplo todos los bancos son emisores. • El Adquiriente, es aquel que efectúa la Dirección frente al establecimiento donde el cliente paga con la tarjeta. Se encarga de calificar al establecimiento, contrata con él, autoriza la transacción (normalmente con el uso del POS) y se encarga de pagarle por los consumos que efectuó el cliente. Por estos servicios, el Adquiriente cobra a los establecimientos. En nuestro país este rol lo cumplen empresas como Unibanca y Procesos MC. Diners Perú es un caso particular, porque cumple con los dos roles Emisor y Adquiriente. Si bien cuenta con los servicios de Procesos MC para efectos de capturar las tramas de comunicación y uso de los POS, esto es solo un servicio técnico. El servidor de producción debe tener la capacidad de soportar el flujo de comunicación de la empresa con los establecimientos que requieren que se les autorice la transacción, así mismo se debe registrar cada transacción a detalle. El servidor contiene el núcleo de los procesos automatizados de la empresa. El servidor actual es un AS-400 5.4 de IBM y se requiere migrar a un servidor iSeries Power 7 con la versión del sistema operativo 7.1. Además de las transacciones de los consumos de los clientes, el servidor soportará la carga administrativa y comercial de la empresa, la cual es gestionada con programas desarrollados para el AS-400 en el lenguaje de programación RPG, con Store Procedures de la base de datos DB2 y con CLs que son scripts para efectuar ciertas tareas. Así mismo además de los sistemas nativos del AS-400 se cuenta con aplicativos desarrollados en lenguajes de programación con interfaces más amigables que se ejecutan de forma periférica al servidor, pero conectadas a este. / Tesis

Ong Wai Shan Joanna. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2004. / Includes bibliographical references (leaves 60-69). / Abstracts in English and Chinese. / Chapter Chapter 1: --- Introduction --- p.1 / Customer Loyalty: A Review --- p.3 / Conceptual Development --- p.3 / Empirical Studies: Customer Loyalty in Terms of Behavior and Attitude --- p.5 / Commitment: A Composite of Cognition and Affect --- p.6 / Cognitive Commitment --- p.8 / Affective Commitment Towards the Restaurant as an Entity --- p.9 / Affective Commitment Towards Service Staff --- p.9 / Attitudes Towards the Restaurant: Perceived Service Quality --- p.10 / The Disconfirmation Gap Model of Service Quality --- p.10 / The Service Quality Indicators for the Restaurant Industry --- p.11 / Linking Service Quality and Commitment with Behavioral Intention --- p.13 / Service Quality and Behavioral Intention --- p.13 / The Effect of Commitment --- p.14 / The Behavioral Aspect of Loyalty: Behavioral Loyalty/Past Patronage Behavior --- p.17 / Customer Loyalty: Commitment (Cognitive and Affective) and Past Patronage Behavior --- p.18 / Variety-Seeking Behavior --- p.18 / Need for Variety --- p.19 / "Relating Past Patronage Behavior, Behavioral Intention and Repatronage Behavior" --- p.21 / Overview --- p.22 / Chapter Chapter 2: --- Method --- p.25 / Participants and Procedure --- p.25 / Instruments --- p.28 / Chapter Chapter 3: --- Results --- p.32 / Descriptive Analysis --- p.32 / Confirmatory Factor Analysis --- p.36 / Evaluation of the Structural Model --- p.37 / Chapter Chapter 4: --- Discussion --- p.43 / Commitment in Restaurant: Affective and Cognitive --- p.43 / The Service Quality Indicators in Restaurants --- p.44 / Service Quality's Direct Effect on Behavioral Intention --- p.45 / Service Quality's Indirect Effect on Behavioral Intention through Commitment --- p.46 / Variety-Seeking Behavior: Need for Variety --- p.49 / "Past Patronage, Behavioral Intention and Repatronage Behavior" --- p.51 / From Behavioral Intention to Repatronage Behavior --- p.51 / From Past Patronage Behavior to Future Repatronage Behavior --- p.52 / From Past Patronage Behavior to Behavioral Intention --- p.54 / Conclusion: Two Routes to Repatronage --- p.56 / Limitations --- p.56 / Implication --- p.58 / Managerial Implication --- p.58 / References --- p.60 / Appendix A: Theories Explaining The Cognitive Mechanisms Behind Variety Seeking Behavior --- p.70

Indiana's roadside diners are an important and understudied part of the state's history. These stainless steel beacons have impacted their customers and the communities around them. In visiting the five surviving Indiana roadside diners, this researcher has laid the foundation for future research on diners in Indiana. This researcher conducted interviews and collected public records concerning the five diners.The diners studied were manufactured by a variety of companies and have been located in a variety of places. Indiana diner owners have come from different backgrounds, and each of the diners has had multiple owners. The way food is prepared and served has also changed in each of the diners. Additionally, each diner owner has developed strategies to survive in the foodservice industry. / Department of Family and Consumer Sciences

Tradition dictates that marketing decision-makers remain accurately aligned with the dynamic and vacillating need structures of the target markets they serve. To comply with this caveat, a time-honoured and largely unchallenged philosophy of customer orientation has been applied. Theory further strongly contends that if such a business stance is vigilantly and diligently applied, any firm is bound to gain a competitive edge in the market place. A weakness in the above marketing mindset is the perception that when a spectrum of business elements are orchestrated and focussed on customers, target audience members will automatically be satisfied and return their patronage. This so-called marketing concept has undergone major reevaluations over the past decades, and it is now becoming ever more prevalent to witness varied permutations of new marketing architecture evolving in literature and practice. The unit of analysis selected for this research study is a niche restaurant that flouts many of the rudimentary traditional rules of marketing and iconoclastically succeeds despite all counter-logic. What such organisations have been practicing, albeit unknown to themselves, is a new way of business - a stance that has only recently been taken seriously by academics, writers and marketing professionals. These intuitive marketers are succeeding in niche businesses, despite going against the tide of the ingrained paradigm mindsets of conventional marketing stalwarts. Such niche business people have discovered is that there is more to satisfying consumer needs than simply honing in and understanding what the basic needs of designated audiences are. A growing band of new age marketers have been challenging orthodox marketing philosophy. Tofler, the visionary futurist, alluded to a host of unarticulated psychic consumer needs that would emerge as society drifted into a clinical and dispassionate ‘new’ millennium. In a world geared to instant gratification, fast-paced living and mechanistic social interactions, jaded consumers seek recognition as individuals (Tofler, 1970). They quest for inclusion rather than exclusion. They need a place to feel safe and find solace. Hence, it is now clear that simply attempting to satisfy the fundamental dimensions of consumers’ needs is no longer sufficient. Consumers rather seek the fulfilment of an holistic band of experience dimensions. Increasingly, phrases such as “winning consumer hearts and minds” are entering the vocabulary of marketers on a regular basis. The present vogue is to isolate and then include a range of intangible elements that are embodied in the process of satisfying customers needs. However, despite a growing awareness of the significance of mental-need satisfiers, in the specific domain of this investigation there is sparse evidence in literature of the mechanics of such novel thinking. The study unit is a second generation restaurant where many of the hollowed cornerstones of conventional marketing are inadvertently flouted. Different sets of rules of engagement seem to apply to their customers, who are also their most ardent advocates. A unique philosophy and business ethos also appears to prevail. In the study, the idiosyncratic characteristics which socially and competitively differentiate such a business were identified, explored and expiated. The constituents were then harmonised in an effort to establish what ‘it’ was that magnetically attracted patrons back despite the owner’s unintentional dismissive predisposition towards fundamental theory. As a result of this in-depth qualitative study, an holistic model encompassing all of the dimensions of a dining out experience at a niche restaurant have been proposed. Consequently the pillars upon which a sustained, enduring, loyal staunch customer base can be bed-rocked have been identified. Further, for the study unit, a typology of its diner corpse has been developed. The owners of the establishment under investigation have succeeded to provide an intimate family haven for their patrons. They, and their diners have collectively given strong, descriptive voice to the psychogenic need satisfying elements that have always existed, but to date have been unarticulated and unrecorded. This thesis brings the milieu of the iconoclast niche restaurant marketing practitioner to life.

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Notre recherche débouche sur une analyse thématique de la scène alimentaire dans deux romans québécois: La Scouine d'Albert Laberge et Un homme et son péché de Claude-Henri Grignon. Vers la fin, nous étudions rapidement Trente arpents de Ringuet. Les trois romans ont été écrits à l'époque où l'idéologie traditionnelle terrienne restait le discours social dominant, alors que la terre était généralement perçue comme une mère nourricière avec ses attributs de générosité et de fécondité, et sa valeur de fondement de la survie nationale lorsque fleurit le roman régionaliste. Notre approche emprunte son modèle de lecture à la théorie sémiotique de la Logigue de Port-Royal telle que comprise par Louis Marin dans La Parole mangée. Ce qui nous intéresse plus particulièrement dans cette étude, c'est la richesse sémiotique que la pensée théologique investit dans la formule rituelle eucharistique par l'énoncé consécratoire <<ceci est mon corps>>. Louis Marin a su découvrir la dimension sémiotique du dogme catholique en recourant au concept de <<la double-représentation>> du signe et en décrivant un processus selon lequel chaque signe "enferme deux idées, l'une de la chose qui représente, l'autre de la chose représentée et sa nature consiste à exciter la seconde par la première". Dans ce sens-là, le signe est à la fois <<objet>> et <<opération>> et le fonctionnement spécifique de son insertion dans un système signifiant où gravitent les formes esthétiques et les discours sociaux, offre des pistes intéressantes à la lecture des oeuvres littéraires. En nous servant des concepts mis au point par Louis Marin, nous allons tâcher d'abord de découvrir ce que signifie la nourriture dans la scène alimentaire des romans de Laberge, de Grignon et de Ringuet et puis de trouver quelle <<idée de chose>> est à la fois cachée et représentée par le signe, afin de mettre à jour l'arrière-plan idéologique des trois romans que nous étudions. / Arts, Faculty of / French, Hispanic, and Italian Studies, Department of / Graduate

Thesis (M. Tech. (Tourism and Hospitality management)) -- Central University, Free State, 2014 / The formal full-service restaurant industry in South Africa is undergoing a period of anaemic growth due to the after effects of the 2009 global economic recession. Since the recession, industry growth has been subdued as diners seek more for their money when spending at restaurants. Consequently, industry revenue declined 1.8% in 2013 as diners tightened their purse strings. It is for this reason that it was decided to investigate diners’ expectations and experiences in selected formal full-service restaurants in Port Elizabeth. A pilot study was conducted among five diners in two formal full-service restaurants in Port Elizabeth, and the empirical study was conducted in December 2011 and January 2012 among 400 diners of eight formal full-service restaurants in Port Elizabeth. The research findings revealed that respondents with a tertiary diploma recorded the highest expectation score (4.25) whilst those who spoke languages other than Afrikaans, English, IsiZulu and IsiXhosa recorded the lowest (3.69). Respondents in the age group 55 to 64 years recorded the highest experience score (4.53) whilst those who spoke IsiXhosa recorded the lowest (3.84). Altogether 44.5% of the respondents frequented restaurants at different intervals two to four times in the previous six months whilst 51.2% spent on average, R200 to R299 per person and 18.5% held occupations in business, commerce and finance. Respondents who spent more than R399 had the highest expectation score (4.53) whilst those who frequented restaurants at different intervals more than 10 times in the previous six months had the lowest (3.97). Respondents with an occupation in education reported the highest experience score (4.36) whilst those who frequented restaurants at different intervals of nil to one time in the previous six months reported the lowest (4.04). A total of 22% of the respondents patronised restaurants because of good service. Restaurant B obtained the highest expectation (4.39) and experience (4.51) scores whilst restaurant C recorded the lowest expectation (3.71) and experience (4.03) scores. All diners’ experiences were below expectations giving an overall gap of -0.47. The strongest correlation with diners’ expectations was level of service whilst the strongest correlation with diners’ experiences was food quality. The regression model showed that the level of service was rated as the most important variable for diners’ expectations whilst the quality of food was rated as the most important for diners’ experiences. However, recommendations were made to improve diners’ experiences in the selected formal full-service restaurants in Port Elizabeth. The results of this study would help restaurateurs to identify areas of improvement and increase customer satisfaction.

El presente proyecto desarrolla una idea de negocio, la cual fue creada por todo el equipo de trabajo ante la percepción de una problemática en la sociedad peruana a raíz de la pandemia de la Covid-19. Debido a que actualmente, los restaurantes ha sido uno de los rubros más afectados económicamente. Por una parte, tenemos los comensales, los cuales se espera mejorar la gestión de promociones que existen en los restaurantes durante las horas menos transcurridas, ya que mayormente se promocionan solamente durante las horas pico. Por otra parte, en cuanto a los restaurantes esperamos incrementar su ticket promedio a través del aumento de la afluencia de comensales durante las horas “muertas”. Por lo cual, se decidió crear un aplicativo móvil llamado A Comer!, el cual espera brindar un gran servicio para los comensales y restaurantes. Para lograr la validación, fue necesario realizar diversos experimentos como entrevistas, encuestas, interacción mediante redes sociales, las cuales permitieron darle validez al modelo de negocio, asimismo se buscó validar el interés de compra por parte de los usuarios potenciales. Finalmente, se realizó un plan financiero que permitió la valorización económica mediante los flujos de caja positivos. / This project develops a business idea, which was created by the entire work team due to the perception of a problem in Peruvian society as a result of the Covid-19 pandemic. Because currently, restaurants have been one of the most economically affected areas. On the one hand, we have the diners, who are expected to improve the management of promotions that exist in restaurants during off-peak hours, since they are mostly promoted only during peak hours. On the other hand, as for the restaurants, we expect to increase their average ticket through the increase of the affluence of diners during the "dead" hours. Therefore, it was decided to create a mobile application called A Comer! which is expected to provide a great service for diners and restaurants. To achieve validation, it was necessary to conduct various experiments such as interviews, surveys, interaction through social networks, which allowed to validate the business model, also sought to validate the interest of purchase by potential users. Finally, a financial plan was developed that allowed the economic valuation through positive cash flows. / Trabajo de investigación