Service quality is a crucial factor affecting customer satisfaction. The importance of service quality was recognized by Parasuraman et al.(1985) and improved in many studies. This research empirically investigates the feasibility of the six various restaurant outlets of the Grand Hi-Lai hotel in Kaohsiung using DINESERV, a 29-item instrument developed in 1995, hoping to explore the relationship between service quality and customers¡¦ satisfaction. A total 210 questionnaries were filled out by the customers of the restaurants and 153 were returned effectively. The data analysis goes to the conclusions presented as follows: (1) the experience of the service quality will positively impact its customers¡¦satisfaction, (2) the assurance and empathy of service quality has more power to influence the customers¡¦ satisfaction, This empirical study gives a guide to the managers of the restaurants that only the unique, surprising and touching service is the key to get customers¡¦ heart.

Den här uppsatsen försöker kartlägga vilka produkt- och varumärkesegenskaper som driverkonsumenternas val av premiumöl på restaurang och redovisar en konsumentstudie gjord irestaurangmiljö. Tidigare forskning menar att det finns en outnyttjad potential förrestauranger som vill utnyttja det snabbt ökande intresset för hantverksöl genom co-brandingmed attraktiva premiumvarumärken. Studien visar att konsumenter av premiumöl pårestaurang värderar både produktegenskaper men också funktionella, sociala och emotionellavarumärkesegenskaper signifikant annorlunda mellan premiumöl och mainstreamöl. Studienvisar också att restaurangens utbud av premiumöl påverkar konsumentens val av restaurangoch att ökade kunskaper om öl kan vara en nyckel till ökad försäljning av hantverksöl. / This paper employs a sample of restaurant customers to explain consumer preferences forpremium beer brands. Previous research has pointed to the underexplored niche marketpotential of craft beer related to Food & Beverage operators and suggest increasing cobrandingwith premium beer brands in order to gain competitive advantage. This studyexplains a significant percentage of variance in premium consumer preferences for premiumbeer to mainstream beer comparing product attribute utitlity to brand equity dimensions(functional, social and emotional dimensions). This study also shows that the beer menu ofthe restaurant is likely to effect premium consumers choice of restaurant and that efforts toincrease consumer knowledge of beer can be the key to increased sales of craft beers. Thispaper is published in Swedish.

This diploma thesis deals with point of food and baverage services in human residences influenced by urbanization processes. It was necessary to analyse primary and secondary data during processing this thessis. Secondary data was got from technical literature and web sites. Primary data was got due to questionare research, managed interviews and my own observing. This information was used for creating business concept which is connected to impact of urbanization processes (especially social atmosphere and social relations between residents). This concept was created for family business based on knowing people in this part of city with aim to contibute to improve social atmosphere.

Crowdsourcing can today be found in practically any industry, but the extent to which it is used differ widely. A report from last year, published by the crowdsourcing platform eYeka (eYeka 2015b), shows that the fashion industry is among the industries using crowdsourcing the least. Brands that are more inclined to using crowdsourcing are those working with fast moving consumer goods (FMCG). That includes many brands from the food & beverage industry such as Coca-Cola, Pepsi, Danone etc. This study builds on this knowledge to explore the use of crowdsourcing in the food & beverage industry to find out if that experience can be used in the fashion industry where it is not widely used today. To identify different approaches of crowdsourcing used in the food & beverage industry 78 crowdsourcing campaigns from 9 brand during a two years period (2014-2015) was analysed. The analysis resulted in the identification of 3 main approaches: crowdsourcing as ideation, customer engagement and crowdsourcing for creation/production. More importantly this study comes to the conclusion that the way crowdsourcing is used by the brands in the food & beverage industry is not formed in such a way that it is exclusive to the industry in question. There are no immediate boundaries for the fashion industry to adopt the same way of working. If the fashion industry would like to follow the trend in food & beverage industry they should focus more on the creative ideation side of crowdsourcing and less on the creation, and most of all on marketing. However, there are also other areas they can learn from like Business Development.

Il presente lavoro di tesi ha l’obiettivo di approfondire la conoscenza dei diversi aspetti del marketing del food & beverage, in considerazione dei molteplici cambiamenti occorsi e derivanti non solo dalla tecnologia ma anche dalle preferenze dei consumatori. A tal proposito, la ricerca adotta una triplice prospettiva, prendendo in considerazione l’analisi degli attori fondamentali esperti delle dinamiche del settore: gli insegnanti di educazione alimentare nelle scuole italiene; i professionisti di marketing, trade marketing e vendite nei loro processi di integrazione; le startup digitali coinvolte nello sviluppo di progetti che innovano i canali e le modalità distributivi. Pertanto, ogni capitolo di questo lavoro si focalizza in modo indipendente su ognuno degli attori proposti, presentando evidenze empiriche e spunti di ricerca futuri. L’obiettivo dell’intero studio è dunque di analizzare l’evoluzione del settore food & beverage a livello empirico e di fornire degli avanzamenti dal punto di vista teorico. / This research project deepens the knowledge around many aspects of the marketing of the food and beverage industry to address the new challenges deriving from both incremental and disruptive changes and more unpredictable consumers’ preferences. The research adopts different perspectives of three fundamental actors: consumers, established firms, and new ventures. The first study examines teachers’ perceptions and feelings around nutrition education, to what extent these professional figures can affect students’ behavior and how they perceive the relationship with families. The second study focuses on the integration of marketing, trade marketing, and sales functions within established firms. The third paper analyzes digital startups, and it contributes to the entrepreneurial literature on startups development and survival and the development of dynamic capabilities. The aim of the study is twofold, both empirical and theoretical. At a more empirical level, the goal is to provide an in-depth understanding of the evolution of marketing in the changing and complex environment of the food and beverage system, regarding competition, channels and institutions and consumers. At a theoretical level, it tries to provide some explanatory propositions for each analyzed setting.

綜觀1997年亞洲金融風暴之後的泰國，泰國政府設法改善以農立國的機會點，運用大量農產品輸出提升國家整體經濟，這其中最為驚人的成就便是世界廚房的執行，政府透由單一窗口的溝通，明定清楚的營運績效指標，讓泰式料理躍上舞台成為關鍵字的搜尋，也成功的吸引無數的觀光旅客前往泰國一窺究竟，深入探訪學習泰式料理與體驗泰國文化。然而在看了別人的成功經驗之後，台灣的餐飲業是否有機會可以學習呢？因此本研究試圖由相關文獻與資料的蒐集，並深入訪問在餐飲領域學有所長的專家意見，藉由泰國政府世界廚房的營運經驗中找出成功關鍵，進而反思台灣餐飲業可以學習的作為，當中也加上中小企業鼎泰豐的營運方式說明，並引用了白地策略的商業模式思考我們日後可以運作的方法與營運法則。 經過這一連串的研究探討，茲將歸納總結出三方向的建議 一. 政府端：建議政府單位能夠仿效學習成立專責單位，儘可能簡化作業時間與文書往返的營運模式，讓權責單位能夠更具效能的執行餐飲業的推廣；再者近來的食品加工風波，亦是政府單位需要改善制度，設法成立食材履歷的改善作為，好讓餐飲業的經營除了美味更具安心。同時我們透由泰國世界廚房的營運經驗也可以發現，維護品質的稽核制度不可少。 二. 企業或組織端：透由連鎖化的營運模式壯大自己的營運成績，讓自己形塑品牌深化才能有機會在日益變遷的餐飲環境中紮根。再者應該結合台灣科技化的優勢，架構資訊平台讓營運的經驗法則能夠累積成自己的創新價值，形成關鍵流程與資源，讓自己的營運評斷基準更具說服力。 三. 顧客端：日益成熟的台灣社會，我們更應該努力成為有同理心的消費者，在購賣決策形成時，除了廉價思維之外，更應該思考商品的附加價值，讓整體的經營環境，不光只有法令、業者的努力，更有許多消費者的認可，才能讓餐飲業的發展朝光明面邁進。 關鍵詞：泰國世界廚房、白地策略、鼎泰豐、個案研究、餐飲業 / After Asian financial crisis, Thailand’s government tried to improve the department of agriculture in1997 and found the opportunity. They increased the economic growth by exporting the product of agriculture. The most of achievements is the implement of the Center for Thailand kitchen of the world. What can we learn from f the Center for Thailand kitchen of the world？What are the major reasons of their achievement? This paper will use the literature review and interview expert of restaurant industry. We also choose Din Tai Fung to be our case study and use the rules of white space. After our empirical study, we have three conclusions: 1. We thought that our government can reduce the process of paper work and provide the organization of one stop service. After the crisis of food processing，we can set up the food pedigree to improve the quality of food & beverage. According the business model of Center for Thailand kitchen of the world, we need to build the system of quality auditing. 2. The franchise system can expand the scale of business. Through the franchise model, the enterprise will have the opportunity to increase the market share in the food & beverage industry. We have the advantages of hi-tech technology in Taiwan. We can run the successful business model by accumulating these experiences on web site. 3. We should follow our consumer’s preference. On the consumption decision, we can try to add value on the product. We also need to build the suitable environment and law. Keywords：Center for Thailand kitchen of the world、White Space、Din Tai Fung、Case study、Food & Beverage Industry )