O segmento de fast-food tornou-se um mercado muito concorrido e com empresas bem conhecidas, tais como: Subway, McDonalds, Burguer King, Bobs e Habibs. Técnicas de inteligência artificial e ciência de dados podem oferecer inúmeros benefícios para este mercado, como por exemplo, permitir o desenvolvimento de modelos computacionais para tomada de decisões. No contexto de finanças onde envolvam a comercialização de determinados produtos, é muito comum deparar-se com cenários que envolvam incerteza, principalmente quando se deseja realizar projeções financeiras, avaliar riscos e estimativas. O objetivo deste trabalho consiste em desenvolver modelos probabilísticos baseados em Redes Bayesianas (RB) para realizar predições em vendas e análise de causalidade entre variáveis que influenciam no processo de comercialização de determinados grupos de produtos no seguimento de fast-food. Nesta análise foram avaliadas Redes Bayesianas com aprendizado de estrutura baseado em restrições, através do algoritmo Grow Shrink (GS), e Redes Bayesianas com aprendizado de estrutura baseado em pontuação, através do algoritmo Hill-Climbing (HC), posteriormente foram comparadas com um modelo de série temporal baseado em Generalized Additive Model (GAM). Os dados para análise foram adquiridos de uma rede de fast-food brasileira que possui cerca de 1100 lojas associadas, destas, foram utilizadas lojas que pertencem ao estado de São Paulo, assim como avaliado variáveis de grupos de vendas no período de 2010 à 2017. Os resultados foram avaliados através da métrica Mean Absolute Percentage Error (MAPE), que considera valores reais alimentados em modelos e valores ajustados a partir do modelo e calcula a diferença absoluta entre os dois como porcentagem do valor real, com base neste cálculo é possível obter a acurácia de cada modelo. A Rede Bayesiana (RB) com aprendizagem de estrutura baseada em pontuação, utilizando o algoritmo Hill Climbing (HC), foi escolhida como o melhor modelo, pois apresentou relações causais mais coerentes entre os vértices que influenciam o processo de venda, bem como combinações de vértices que resultam em combos de produtos, além disso, resultou em 97.60% de acurácia na previsão de vendas das lojas do estado de São Paulo (SP) na amostra de teste avaliada, com base na métrica Mean Absolute Percentage Error (MAPE). / The fast-food segment has become a busy market with well-known companies such as: Subway, McDonalds, Burger King, Bobs and Habibs. Artificial intelligence and data science techniques can offer innumerable benefits to this market, such as allowing the development of computational models for decision making. In the context of finances involving the marketing of certain products, it is very common to come across scenarios where uncertainty is involved, especially when financial projections are desired, to evaluate risks and estimation. The objective of this work is to develop probabilistic models based on Bayesian Networks (BN) to make sales predictions and causality analysis among variables that influence the commercialization process of certain product groups in the fast-food segment. In this analysis we evaluated Bayesian networks with learning of structure based on constraints, through the algorithm Grow Shrink (GS), and Bayesian Networks with learning of structure based on score, through the algorithm Hill-Climbing (HC), later were compared with a model time series based on Generalized Additive Model (GAM). The data for analysis were acquired from a Brazilian fast-food chain with approximately 1100 associated stores, of which stores were used that belong to the state of São Paulo, as well as evaluated variables of sales groups in the period from 2010 to 2017. The results were evaluated by using the Mean Absolute Percentage Error (MAPE), which considers real values fed in models and values adjusted from the model and calculates the absolute difference between the two as a percentage of the real value, based on this calculation it is possible to obtain the accuracy of each model. The Bayesian Network (BN) with scoring based structure learning, using the Hill Climbing (HC) algorithm, was chosen as the best model because it presented more coherent causal relationships between vertices that influence the sales process, as well as combinations of vertices that result in product combos, in addition, achieved a 97.60% accuracy in the sales forecast of stores in the state of Sao Paulo (SP) in the test sample evaluated, based on the Mean Absolute Percentage Error (MAPE) metric.

El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / The fast food industry, specifically the service department, has experienced sustainable economic growth and has evolved in the application of substantial methods, however, it has presented a slowdown due to deficient operation level provided in the customer service area. A large number of customers do not make the purchase owing to a series of unmet trends that face the consumer behaviour which leads to significant economic losses and inefficient service. They have therefore focused their efforts on finding impulse mechanisms through allowing them to migrate to less costly processes and/or to achieve better utilisation of available resources without success. This research inquires into the effectiveness of the Lean Thinking Simulation (LTS) model, which consists in the development of a set of methodological phases and the adaptation of the technological support termed as Digital Change to improve the performance of customer service in Peruvian fast food. The main result of this practical study was defined by a Dashboard in real-time, and as a first approximation of the model, a 17.03% improvement can be shown in the performance of customer service on the fast food selected. / Revisión por pares

The South African fast-food industry is growing steadily, and so is the trend towards healthy eating. South Africans are becoming more aware of what they put into their bodies and not only do they want to consume meals that are quick and convenient, but they also want to ensure that what they are eating offers nutritional benefits. Although fast-food outlets have responded to customer demand by adding healthier food options to their menus, customer satisfaction regarding these options has not been investigated sufficiently in South Africa. The purpose of this study was to explore customer satisfaction with the healthier food options available at fast-food outlets in South Africa. An extensive literature review was conducted on the South African fast-food industry (the link between fast-food and obesity was noted, followed by a discussion on the trend towards healthy eating) and customer satisfaction. An empirical study was conducted, in which data was collected from students studying at the University of Pretoria by means of self-administered questionnaires. The study followed a mixed method approach, incorporating both qualitative and quantitative research in order to satisfy the research objectives. The results of this research study indicate that there is a high level of satisfaction amongst South African customers with the healthier food options available at fast-food outlets. / Business Management / M. Comm. (Business Management)

The South African fast-food industry is growing steadily, and so is the trend towards healthy eating. South Africans are becoming more aware of what they put into their bodies and not only do they want to consume meals that are quick and convenient, but they also want to ensure that what they are eating offers nutritional benefits. Although fast-food outlets have responded to customer demand by adding healthier food options to their menus, customer satisfaction regarding these options has not been investigated sufficiently in South Africa. The purpose of this study was to explore customer satisfaction with the healthier food options available at fast-food outlets in South Africa. An extensive literature review was conducted on the South African fast-food industry (the link between fast-food and obesity was noted, followed by a discussion on the trend towards healthy eating) and customer satisfaction. An empirical study was conducted, in which data was collected from students studying at the University of Pretoria by means of self-administered questionnaires. The study followed a mixed method approach, incorporating both qualitative and quantitative research in order to satisfy the research objectives. The results of this research study indicate that there is a high level of satisfaction amongst South African customers with the healthier food options available at fast-food outlets. / Business Management / M. Comm. (Business Management)

Estudos sobre a relação entre Cultura Organizacional (CO) e Qualidade de Vida no Trabalho (QVT) são escassos na literatura científica, principalmente no segmento de restaurantes fast-food. O desenvolvimento de uma investigação que interligue esses dois temas pode contribuir para a gestão da produção e de pessoas nesse segmento de empresas. Portanto, esta pesquisa tem o objetivo de estudar as relações entre a CO e a QVT de funcionários de restaurantes fast-food. Trata-se de um estudo empírico, com delineamento de grupo contrastante (caso e controle) e categórico, com tratamento quantitativo e qualitativo dos dados obtidos. A amostra do estudo foi composta por três organizações localizadas em um mesmo bairro de classe média de uma cidade da região central do estado de São Paulo. A primeira empresa, restaurante fast-food (grupo caso); a segunda, um restaurante vegetariano (grupo controle 1) e a terceira, um restaurante universitário (grupo controle 2). A opção de dispor de um grupo contrastante objetiva facilitar a identificação de características específicas aos restaurantes fast-food. Participaram do estudo um total de 30 funcionários. Instrumentos de pesquisa: a variável CO foi avaliada por meio do Inventário de Valores Organizacionais (IVO) e a variável QVT, avaliada através da Escala de Indicadores de Prazer-Sofrimento no Trabalho (EIPST). A escolha desses instrumentos considerou sua validação e uso em pesquisas brasileiras na área. Além disso, foram utilizadas entrevistas semi-estruturadas com a equipe gerencial do restaurante caso. O estudo qualitativo mostrou-se fundamental considerando o tamanho pequeno da amostra. Os resultados obtidos foram analisados de acordo com as planilhas de cálculos específicas a cada instrumento, e posteriormente relacionados. Os resultados foram discutidos com bases nas contribuições teóricas, empíricas e metodológicas dos estudos referentes à CO, à QVT e à psicodinâmica do trabalho. / Investigations about the relationship between organizational culture and employees\' quality of life are scarce on scientific literature, mainly on fast-food restaurants segment. The development of an investigation which co-relate both issues can contribute to management and human resources practices. This paper aims to study the relationship between organizational culture and employees\' quality of life inside fast-food restaurants. Methodology: empirical and categorical studying, with contrasting group design (case and control). Quantitative and qualitative data treatment was done. Sample: three organizations located on the same region and city, state of Sao Paulo. The first of them was the fast-food restaurant (case group); the second was a vegan restaurant (control group 1) and the third was a university restaurant (control group 2). The contrasting group turns easier the identification of particular fast-food restaurants\' features. Research instruments: organizational culture was assessed by Inventario de Valores Organizacionais - IVO (Organizational Values Inventory) and employees\' quality of like by Escala de Indicadores de Prazer-Sofrimento no Trabalho - EIPST (Pleasure-Suffering Indicators Scale). The instruments \'choice concerns the validation and utilization on Brazilian researches. They were examined according to the calculation spreadsheets specific to each instrument, and then connected. Further partly-arranged interviews were done with the fast food\'s managerial team. The qualitative study was crucial considering the small size of the sample. The results were discussed based on theoretical contributions, empirical and methodological studies related to organizational culture, employees\' quality of life and psychodynamics of work.

Submitted by Odilio Hilario Moreira Júnior (odilio@espm.br) on 2016-11-28T17:33:24Z No. of bitstreams: 1 Marina P Koutsantonis.pdf: 4035384 bytes, checksum: 8af0be8105d2aff9362730ac1065e0a2 (MD5) / Approved for entry into archive by Odilio Hilario Moreira Júnior (odilio@espm.br) on 2016-11-28T17:33:38Z (GMT) No. of bitstreams: 1 Marina P Koutsantonis.pdf: 4035384 bytes, checksum: 8af0be8105d2aff9362730ac1065e0a2 (MD5) / Approved for entry into archive by Debora Cristina Bonfim Aquarone (deborabonfim@espm.br) on 2016-11-28T17:36:05Z (GMT) No. of bitstreams: 1 Marina P Koutsantonis.pdf: 4035384 bytes, checksum: 8af0be8105d2aff9362730ac1065e0a2 (MD5) / Made available in DSpace on 2016-11-28T17:36:18Z (GMT). No. of bitstreams: 1 Marina P Koutsantonis.pdf: 4035384 bytes, checksum: 8af0be8105d2aff9362730ac1065e0a2 (MD5) Previous issue date: 2008-04-17 / The purpose of this research is to investigate the communication and consume relations that are established in the restaurants of the Giraffas fast food network in food courts of shopping centers, meaningful meeting and socialization points of contemporaneity. Conceptually, the articulation among authors like Walter Benjamin, Roger Silverstone, Michel Maffesoli e Massimo Canevacci, building the experience of the fast-food culture. Methodologically, the view experience, allowing the analysis of different opinions about the communication impacts of the Giraffas network: the “geography” of the food court, the “ethnography” of the consuming practice and the “biography” of the consumer. For the corpus structure of the research, the West Plaza and Frei Caneca shopping centers, in São Paulo, selected by its geographical proximity (8 kilometers) and distance of cultural consumption. / O objetivo desta pesquisa é investigar as relações de comunicação e consumo que se estabelecem em lojas da rede de fast-food Giraffas em praças de alimentação de shopping centers, significativos pontos de encontro e de socialidade da contemporaneidade. Conceitualmente, a articulação entre autores como Walter Benjamin, Roger Silverstone, Michel Maffesoli e Massimo Canevacci, construindo a experiência da cultura fast-food. Metodologicamente, a experiência do olhar, permitindo a análise das diferentes grafias dos impactos da comunicação da rede Giraffas: a “geografia” da praça de alimentação, a “etnografia” da prática de consumo e a “biografia” do consumidor. Para a estrutura do corpus da pesquisa, os shoppings West Plaza e Frei Caneca, em São Paulo, selecionados por sua proximidade geográfica (oito quilômetros) e distância de consumo cultural.

Tjia Sau-wah, Susana. / Includes Chinese questionaire. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1993. / Includes bibliographical references (leaves 81-83). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.iii / LIST OF EXHIBITS --- p.vi / ACKNOWLEDGMENTS --- p.vii / Chapter I. --- INTRODUCTION --- p.1 / Chapter 1.1 --- Organization of the Study --- p.1 / Chapter 1.2 --- China's Economic Development --- p.2 / Chapter 1.2.1 --- China's Industries --- p.2 / Chapter 1.2.2 --- Effect of the Economic Development --- p.3 / Chapter l .3 --- Fast Food Industry In China --- p.5 / Chapter 1.4 --- Environmental Factors Contributing to the Growth of Fast Food Chains in China --- p.6 / Chapter 1.4.1 --- High Consumption Power --- p.6 / Chapter 1.4.2 --- High Population Growth Rate --- p.6 / Chapter 1.4.3 --- Changing Consumer Taste --- p.8 / Chapter 1.4.4. --- Social Changes --- p.8 / Chapter 1.4.5 --- Keen Competition within the Hong Kong Fast Food Market --- p.9 / Chapter 1.5 --- Investment in China --- p.10 / Chapter 1.5.1 --- Overview of China Foreign Investment --- p.10 / Chapter 1.5.2 --- Doing Business in China --- p.11 / Chapter 1.5.3 --- The Regional Policy of China --- p.13 / Chapter 1.5.4 --- China's Tertiary Industry --- p.15 / Chapter 1.5.5 --- China's Investment Prospects --- p.17 / Chapter II. --- RESEARCH FRAMEWORK AND OBJECTIVES --- p.18 / Chapter 2.1 --- Research Interest --- p.18 / Chapter 2.1.1 --- Why Study Fast Food in China --- p.18 / Chapter 2.1.2 --- Why Shenzhen? --- p.19 / Chapter 2.2 --- Purpose of the Study --- p.21 / Chapter III. --- LITERATURE REVIEW --- p.23 / Chapter 3.1 --- Highlights of Consumer Behavioral Studies --- p.23 / Chapter 3.2 --- Consumer Behavior --- p.24 / Chapter 3.2.1 --- Individual Differences --- p.24 / Chapter 3.2.2 --- Environmental Forces --- p.24 / Chapter 3.2.3 --- Psychological Processes --- p.25 / Chapter 3.3 --- Consumer Decision Making Process --- p.25 / Chapter 3.3.1 --- Problem Recognition --- p.25 / Chapter 3.3.2 --- Information Search --- p.27 / Chapter 3.3.3 --- Alternative Evaluation and Decision --- p.28 / Chapter 3.3.4 --- Post-Purchase Assessment --- p.28 / Chapter 3.4 --- Consumer Behavior's Role in the Design of the Marketing Strategy --- p.29 / Chapter 3.4.1 --- Market Segmentation --- p.30 / Chapter 3.4.2 --- Product --- p.30 / Chapter 3.4.3 --- Pricing --- p.31 / Chapter 3.4.4 --- Promotion --- p.31 / Chapter 3.4.5 --- Distribution --- p.31 / Chapter 3.4.6 --- Conclusion --- p.32 / Chapter 3.5 --- Personal Influences --- p.32 / Chapter 3.5.1 --- The Concept of Group --- p.32 / Chapter 3.5.2 --- Primary and Secondary Reference Groups --- p.33 / Chapter 3.5.3 --- Group Influences --- p.34 / Chapter 3.5.4 --- Word-of-Mouth Influence --- p.35 / Chapter 3.5.5 --- Implications of Personal Influence --- p.35 / Chapter 3.6 --- Fast Food Operations --- p.36 / Chapter 3.6.1 --- Origin of Fast Food --- p.36 / Chapter 3.6.2 --- Considerations in Doing Fast Food Business --- p.36 / Chapter 3.6.3 --- The Definition of Fast Food --- p.37 / Chapter IV. --- METHODOLOGY --- p.38 / Chapter 4.1 --- Before Starting the Secondary Data Search --- p.38 / Chapter 4.1.1 --- Secondary Data Search --- p.38 / Chapter 4.2 --- Primary Data Collection --- p.40 / Chapter 4.2.1 --- Field Observation --- p.40 / Chapter 4.2.2. --- Personal Interviews --- p.41 / Chapter 4.2.3 --- Questionnaire --- p.42 / Chapter 4.2.4 --- Sampling --- p.43 / Chapter 4.2.5 --- Method of Administration --- p.45 / Chapter 4.2.6 --- Data Analysis --- p.45 / Chapter 4.2.7 --- Data Presentation --- p.46 / Chapter V. --- FINDINGS AND ANALYSIS --- p.47 / Chapter 5.1 --- General Purchase and Consumption Patterns --- p.47 / Chapter 5.1.1 --- Definition of Fast Food --- p.47 / Chapter 5.1.2 --- Brand awareness --- p.48 / Chapter 5.1.3 --- Type of Fast Food Available --- p.48 / Chapter 5.1.4 --- Frequency of Visits --- p.49 / Chapter 5.1.5 --- Time of Consumption and Purchase --- p.49 / Chapter 5.1.6 --- Consumer Expenditure on Fast Food --- p.50 / Chapter 5.1.7 --- The Advertising Strategy --- p.51 / Chapter 5.1.8 --- Channels of Communication --- p.51 / Chapter 5.1.9 --- Ideal Location for Fast Food Shops --- p.52 / Chapter 5.1.10 --- Companions in Visiting Fast Food Shops --- p.53 / Chapter 5.2 --- Cross-Tabulation Analysis --- p.54 / Chapter 5.2.1 --- Style of Food Choice --- p.54 / Chapter 5.2.2 --- Frequency of Visits --- p.57 / Chapter 5.2.3 --- Expenditures on Fast Food --- p.60 / Chapter 5.2.4 --- Influence on Visits --- p.61 / Chapter 5.3 --- Marketing Mix Influencing Buying Decisions --- p.62 / Chapter 5.3.1 --- Motivating Factors Influencing Buying Decisions --- p.62 / Chapter 5.3.2 --- Impact of Promotional Activities --- p.63 / Chapter 5.3.3 --- Impact of Location Aspects --- p.64 / Chapter 5.3.4 --- Impact of Product Attributes --- p.65 / Chapter 5.3.5 --- Impact of Service Quality --- p.66 / Chapter VI. --- RECOMMENDATIONS --- p.67 / Chapter 6.1 --- Target Markets for Fast Food --- p.67 / Chapter 6.2 --- Marketing Mix for Fast Food Operators --- p.68 / Chapter 6.3 --- The Recommended Marketing Mix --- p.69 / Chapter 6.3.1 --- Product Strategy --- p.69 / Chapter 6.3.2 --- Pricing Strategy --- p.71 / Chapter 6.3.3 --- Place (Location) Strategy --- p.72 / Chapter 6.3.4 --- Promotional Strategy --- p.74 / Chapter 6.4 --- Concluding Comments --- p.76 / Chapter VII. --- LIMITATIONS OF THE STUDY AND SUGGESTIONS FOR FURTHER STUDY --- p.78 / Chapter 7.1 --- Heterogeneous Population in China --- p.78 / Chapter 7.2 --- Time and Resource Constraints --- p.78 / Chapter 7.3 --- Sampling Method --- p.79 / Chapter 7.4 --- Small Sample Size --- p.79 / Chapter 7.5 --- Seasonal Factor --- p.79 / Chapter 7.6 --- Response and Non-response Bias --- p.80 / Chapter 7.7 --- Reliability and Validity --- p.80 / BIBLIOGRAPHY --- p.81 / APPENDICES --- p.84

by Tam Wing-Yi, Yung Nga-Lai Anna. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 88-90). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.ii / LIST OF CHARTS --- p.v / LIST OF FIGURES --- p.v / CHAPTER / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- THE BUSINESS ENVIRONMENT OF CATERING INDUSTRY --- p.3 / Demographic Environment --- p.4 / Economic Environment --- p.5 / Social-cultural Environment --- p.7 / Chapter III. --- THE INDUSTRY ENVIRONMENT OF CATERING MARKET IN HONG KONG --- p.8 / Rivalry among Competing Firms in Industry --- p.9 / Cafe de Coral --- p.9 / Fairwood Holdings --- p.10 / Maxim's Group --- p.11 / Local small individual fast food restaurants --- p.11 / McDonald's --- p.12 / Kentucky Fried Chicken --- p.13 / Delifrance --- p.13 / Threats of New entrance --- p.14 / Bargaining Power of Customers --- p.14 / Threats of Substitutes --- p.16 / Influence of Stakeholder --- p.17 / Comments from nutrition specialists --- p.18 / Government regulations --- p.18 / Environmentalists --- p.19 / Bargaining Power of Suppliers --- p.20 / Summary of the analysis on Industry Environment --- p.21 / Chapter IV. --- THE EXISTING CUSTOMER RELATIONSHIP MANAGMENT IN FAST FOOD INDUSTRY --- p.23 / The current role of CRM in fast food industry in Hong Kong --- p.24 / Chapter V. --- CUSTOMER SURVEY --- p.27 / Positioning of fast food restaurants ranked by customers --- p.28 / Customers' consumption behaviours --- p.29 / Number of visits --- p.30 / Factors influencing the choice --- p.30 / Factors creating negative experience --- p.37 / Summary of results --- p.40 / Chapter VI. --- RECOMMENDATION ON IMPLEMENTING CRM IN FAST FOOD INDUSTRY --- p.41 / Consideration of Implementing CRM --- p.41 / Define the objective --- p.43 / Define the customer --- p.44 / Design of the CRM business model in the business operation --- p.45 / Implementation and Training --- p.47 / Data collecting from customers --- p.48 / Data Analysis for Branch Control --- p.50 / Data Transfer to Suppliers --- p.51 / Data Flow to Financials and Accounting --- p.51 / Data used by Sales and Marketing --- p.52 / Data Analysis for Procurement and Inventory Control --- p.52 / Staff Arrangement --- p.53 / "Measure Results, Maintain and Operate " --- p.53 / Chapter VII. --- THE IMPORTANCE OF CRM TO THE FAST FOOD INDUSTRY --- p.55 / Winning in the Competition --- p.56 / Easy to define target customers --- p.58 / Retain Loyal Customers and Attract New Customers --- p.59 / Improve Customer Service --- p.60 / Improved marketing and cross-selling effectiveness --- p.60 / Improve brand / corporate image --- p.61 / Utilization of resources --- p.62 / Coordination with external parties --- p.63 / Facilitate of internal operation --- p.63 / Chapter VIII. --- THE REASON FOR LOW USAGE OF CRM IN THE INDUSTRY --- p.65 / Chapter IX. --- CONCLUSION --- p.68 / APPENDIXES --- p.69 / Appendix 1 Exhibit 1 ： The statistics of restaurant receipts & purchase for 2Q 2002 --- p.69 / Appendix 2 Exhibit 2： The movement of total restaurant receipts 2Q 2002 --- p.69 / Appendix 3 Exhibit 3: The GDP of Hong Kong from (2001 -2002) --- p.70 / Appendix 4 Exhibit 4： The Employment distribution --- p.70 / Appendix 5 Exhibit 5： The population structure in year 2001 --- p.70 / Appendix 6 Exhibit 6: The 5-Year Financial Summary of Cafe De Coral --- p.71 / Appendix 7 The English and Chinese version of the questionnaire --- p.73 / Appendix 8 Results of the survey： Part 1 --- p.79 / Appendix 9 Results of the survey： Part II --- p.80 / Appendix 10 Results of the survey： Part III --- p.85 / Appendix 11 Results of the survey： Implication --- p.87 / BIBLIOGRAPHY --- p.88

Made available in DSpace on 2016-08-02T21:42:33Z (GMT). No. of bitstreams: 1 Augusto Sueiro dos Santos.pdf: 500399 bytes, checksum: 5efddf0dfc7bc231818c8eafbc8d69f0 (MD5) Previous issue date: 2013-11-07 / In the modern world, comfort and convenience have been factors directly linked to everyday needs of people, where time is increasingly scarce and the search for facilities becomes a constant. Considering this scenario, the same way increasing the number of people in food courts, there is intense competition among fast food companies located in those shopping centers. In this context, this study identifies and analyses determining factors of quality of fast food restaurant services, from the perspective of customers. The fast food industry was divided into three categories: thematic, serve and pay and cafeterias, to identify possible differences in these sectors. The research focuses on customers of fast food restaurants located in the main shopping center of the city of Mauá. The research type is descriptive and exploratory, which data were collected through a questionnaire, based on the analysis instrument SERVQUAL, applied on a non-probabilistic sample of 390 users of the food court. Factor analysis was performed using the statistical software SPSS v19, extracting five determining factors of the quality of fast food restaurants. Among the chosen factors, it is highlighted those connected to Excellence and Customization of services. The analyzed sectors showed convergences in their results, such as the high expectations from the customers, besides the gap in the perceived quality of the service in fast food restaurants, as well as showed differences in their individual analysis, highlighting peculiarities from each of these. / No mundo moderno, comodidade e conveniência têm sido fatores ligados diretamente às necessidades cotidianas das pessoas, onde o tempo é cada vez mais escasso e a busca por facilidades se torna uma constante. Tendo em vista esse cenário, na mesma medida crescente do número de frequentadores em praça de alimentação, há uma concorrência intensa travada pelas empresas de fast food estabelecidas nesses centros de compras. Nesse contexto, esse trabalho identifica e analisa fatores determinantes da qualidade dos serviços de restaurantes fast food, sob a ótica dos consumidores. O setor de fast food foi dividido em três categorias: temáticos, por quilo e lanchonetes, visando identificar possíveis diferenças nesses segmentos. O universo da pesquisa concentra-se nos consumidores dos restaurantes fast food situados no principal shopping center da cidade de Mauá. A pesquisa é de caráter descritivo e exploratório, cujos dados foram coletados por meio de questionário, baseado no instrumento de análise SERVQUAL, aplicado junto a uma amostra não probabilística de 390 usuários da praça de alimentação. Foi realizada análise fatorial por meio do software estatístico SPSS v19, extraindo cinco fatores determinantes da qualidade dos serviços de restaurantes fast food. Dentre os fatores extraidos, ressaltam-se os que estão ligados à Excelência e à Personalização dos serviços. Os segmentos analisados apresentaram convergências em seus resultados, como a elevada expectativa por parte dos consumidores, além do déficit na qualidade percebida de serviços dos restaurantes fast food, assim como apresentaram divergências em suas análises individuais, evidenciando peculiaridades a cada um desses.

Estudos sobre a relação entre Cultura Organizacional (CO) e Qualidade de Vida no Trabalho (QVT) são escassos na literatura científica, principalmente no segmento de restaurantes fast-food. O desenvolvimento de uma investigação que interligue esses dois temas pode contribuir para a gestão da produção e de pessoas nesse segmento de empresas. Portanto, esta pesquisa tem o objetivo de estudar as relações entre a CO e a QVT de funcionários de restaurantes fast-food. Trata-se de um estudo empírico, com delineamento de grupo contrastante (caso e controle) e categórico, com tratamento quantitativo e qualitativo dos dados obtidos. A amostra do estudo foi composta por três organizações localizadas em um mesmo bairro de classe média de uma cidade da região central do estado de São Paulo. A primeira empresa, restaurante fast-food (grupo caso); a segunda, um restaurante vegetariano (grupo controle 1) e a terceira, um restaurante universitário (grupo controle 2). A opção de dispor de um grupo contrastante objetiva facilitar a identificação de características específicas aos restaurantes fast-food. Participaram do estudo um total de 30 funcionários. Instrumentos de pesquisa: a variável CO foi avaliada por meio do Inventário de Valores Organizacionais (IVO) e a variável QVT, avaliada através da Escala de Indicadores de Prazer-Sofrimento no Trabalho (EIPST). A escolha desses instrumentos considerou sua validação e uso em pesquisas brasileiras na área. Além disso, foram utilizadas entrevistas semi-estruturadas com a equipe gerencial do restaurante caso. O estudo qualitativo mostrou-se fundamental considerando o tamanho pequeno da amostra. Os resultados obtidos foram analisados de acordo com as planilhas de cálculos específicas a cada instrumento, e posteriormente relacionados. Os resultados foram discutidos com bases nas contribuições teóricas, empíricas e metodológicas dos estudos referentes à CO, à QVT e à psicodinâmica do trabalho. / Investigations about the relationship between organizational culture and employees\' quality of life are scarce on scientific literature, mainly on fast-food restaurants segment. The development of an investigation which co-relate both issues can contribute to management and human resources practices. This paper aims to study the relationship between organizational culture and employees\' quality of life inside fast-food restaurants. Methodology: empirical and categorical studying, with contrasting group design (case and control). Quantitative and qualitative data treatment was done. Sample: three organizations located on the same region and city, state of Sao Paulo. The first of them was the fast-food restaurant (case group); the second was a vegan restaurant (control group 1) and the third was a university restaurant (control group 2). The contrasting group turns easier the identification of particular fast-food restaurants\' features. Research instruments: organizational culture was assessed by Inventario de Valores Organizacionais - IVO (Organizational Values Inventory) and employees\' quality of like by Escala de Indicadores de Prazer-Sofrimento no Trabalho - EIPST (Pleasure-Suffering Indicators Scale). The instruments \'choice concerns the validation and utilization on Brazilian researches. They were examined according to the calculation spreadsheets specific to each instrument, and then connected. Further partly-arranged interviews were done with the fast food\'s managerial team. The qualitative study was crucial considering the small size of the sample. The results were discussed based on theoretical contributions, empirical and methodological studies related to organizational culture, employees\' quality of life and psychodynamics of work.