Thesis (M. Sc.)--University of Hong Kong, 1993.

Thesis (Ph. D.)--Duke University, 2008.

Thesis (Ph. D.)--Illinois State University, 2002. / Title from title page screen, viewed January 24, 2006. Dissertation Committee: Rodney P. Riegle, George Padavil (co-chairs), Barbara Heyl, Mohamed Nur-Awaleh, Somchai Hiranyakit. Includes bibliographical references (leaves 123-129) and abstract. Also available in print.

Thesis (M.S.)--Ohio State University, 1986. / Includes bibliographical references (leaves 183-184). Available online via OhioLINK's ETD Center.

Doctor of Philosophy / Hospitality Management / SooCheong Jang / Deborah Canter / The physical environment may be an important determinant of customer satisfaction and subsequent behavior when services are consumed primarily for hedonic purposes and customers spend moderate to long periods of time in the physical surroundings. An example of this phenomenon would be in an upscale restaurant setting. This study explored the domain of the physical environment in an upscale restaurant context to develop a DINESCAPE scale. Relevant literature was reviewed on architecture, environmental psychology, psychology, operations management, and marketing, highlighting empirical and theoretical contributions. Conceptualization and operationalization of the DINESCAPE dimensions is presented, and the procedures used in constructing and refining a multiple-item scale to assess DINESCAPE in an upscale restaurant setting are described. DINESCAPE is a six-factor scale that was developed to measure facility aesthetics, ambience, lighting, service product, layout, and social factors. Evidence of the scale’s reliability, validity, and factor structure is presented, along with potential applications of the scale. The second phase of the study attempted to build a conceptual model of how the DINESCAPE factors influenced customers’ behavioral intentions through their emotions. The Mehrabian-Russell environmental psychology model was adopted to explore the linkage of the six dimensions of DINESCAPE to customers’ emotional states (pleasure and arousal) and the linkage between pleasure and arousal with customers’ behavioral intentions. Structural equation modeling was used to test the causal relationships among the hypothesized relationships. Results revealed that facility aesthetics, ambience, and social factors affected the level of customers’ pleasure and ambience and social factors influenced the amount of arousal. In addition, pleasure and arousal had significant effects on subsequent behavioral intentions in the context of upscale restaurant. Finally, implications for restaurateurs and researchers were discussed.

This study examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An extensive literature study was undertaken and aspects that were discussed in the secondary research include the various components of customer service, as well as the marketing environment of restaurants in South Africa and the Tshwane Area. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation. / Business Management / M. Com. (Business Management)

Thesis (MTech (Management))--Cape Peninsula University of Technology, 2005 / This study illustrates the practical value of incorporating the assessment of data obtained from surveys conducted on tourists' views of current service offerings at eating establishments. The findings from such surveys can assist tourism and the hospitality industry managers to identify priorities for product and service improvements. In essence, the research report examines how tourists (both domestic and foreign) make the choice of an eating establishment. It also examines how greater understanding of user-satisfaction (tourists) with the hospitality products or services may improve planning for the development of these service offerings. In order to conceptualise the research problem, a review of literature is provided of selected aspects of visitors perceptions in the Cape Metropolitan region. Moreover, these aspects (facilities for children, persons with disability, special attention for pensioners, African dishes on offer) are also considered based on the argument that the views of visitors on current service offerings should be given far more prominence than generally occurs at present. The survey of two hundred tourists was conducted during the peak holiday season of December 2004 to January 2005 in the Cape Metropolitan region of South Africa. The survey examined views and perceptions of visitors about a range of services at eating establishments. Survey results reported selected aspects of satisfaction or dissatisfaction with the services of eating establishment in the Cape Town city centre, Waterfront and Camps Bay. The researcher concludes that current service offerings at eating establishments in the Cape Metropolitan region do little to accommodate visitors whose primary reasons for visiting are to experience the South African food and wine, especially cultural-specific foods, as well as accommodating the needs of disabled visitors, children and old age pensioners. The implications of the findings will assist relevant authorities to help enhance service offerings.

In the last ten years, the gig economy has become a significant part of the labor market. Consumers depend on the services provided by people performing gig work, particularly as on-demand services are increasingly desired. Another trend that has developed is the rise of fast casual restaurants due to their relatively inexpensive and quick service while simultaneously providing unique and interesting cuisine options. I examined if there was a relationship between the rise of these emerging sectors of the economy through looking at the performance of limited service eating place establishments using a panel data regression model at the Metropolitan Statistical Area level from 2006 to 2015. I concluded that there is a negative relationship between the number gig firms and the number limited service eating places and no relationship between the number gig firms and the annual payroll of limited service eating places. With opposite results from those hypothesized, I recommend ways to improve the research and propose alternative research questions to answer looking at the gig economy and the restaurant industry.

Restaurantes comerciais geram, ao preparar e servir refeições, resíduos diversos que são administrados de diferentes formas. Buscou-se investigar o nível de planejamento adotado para a implantação, o comportamento no aproveitamento de matérias-primas, o aproveitamento das sobras e, finalmente, os resíduos gerados em restaurantes das cidades de Campos do Jordão, São José dos Campos e Taubaté. Para investigar estas questões realizou-se pesquisa de campo, com aplicação de entrevistas em gestores ou proprietários, sendo escolhidos restaurantes de diferentes tipologias, que apresentassem formalidade na gestão e operação, empresas legalmente registradas em órgãos públicos e com elevados índices de ocupação, ressalvadas as especificidades das tipologias. O volume de sobras dos restaurantes pesquisados correspondem entre 5 e 30% das quantidades produzidas, independentemente da tipologia do empreendimento. Observou-se que restaurantes informalmente conduzidos geram quantidades maiores de sobras e menor preocupação com o seu reaproveitamento e destinação adequada dos resíduos, e que empreendimentos mais sofisticados buscam direcionar esforços para reduzir os resíduos gerados. Concluiu-se que os serviços de alimentação não são excluídos dos meios de produção que agridem o ambiente com os excedentes e consumo das matérias primas, devendo, portanto, ser parte integrante de estudos que visem colaborar para a redução desses impactos. / Commercial restaurants produce, when they prepare and serve meals, several residues, which are managed by different ways. It was search to investigate the planning grade adapted to the implantation, the behavior of the utilization on the raw material, the utilization of the leftovers and finally, the residues generated in restaurants from Campos do Jordão, São José dos Campos and Taubaté. To achieve these objectives, it was carry out a field research, with the application of interviews with managers or owners, and it was chosen restaurants from different typologies witch present formality in management and operation, enterprises that are lawful at public institutions and with elevated rates of occupation, safeguard the specificity from the typology of the undertaking. The remains quantity from the restaurants on research corresponds between 5 and 30% of the produced quantities, independent of the enterprise typology. It was observed that the restaurants informally conducted generate bigger remains quantities and have smaller preoccupation with the reuse of the remains, and the adequate destination of residues and that the most sophisticated restaurants aims to direct efforts to reduce the generate residues. It was concluded that the food services arent excluded from the production ways with damage the environment with the excedent and consume from the raw material, owing, therefore, to be full part of studies that aims to collaborate to the reduction of these impacts.

Orientador: Lucila Chebel Labaki / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Civil, Arquitetura e Urbanismo / Made available in DSpace on 2018-08-26T04:17:09Z (GMT). No. of bitstreams: 1 Coutinho_BrendaRodrigues_M.pdf: 4158549 bytes, checksum: 3a4377f2afd89c8a67f1e657243a94e6 (MD5) Previous issue date: 2014 / Resumo: No Brasil, a avaliação do conforto térmico é uma área que tem sido cada vez mais abordada pelos pesquisadores. As condições de conforto são regulamentadas por normas técnicas nacionais e internacionais, as quais indicam os parâmetros para que os usuários estejam em condição de conforto em função dos valores-limite de temperatura do ar, umidade do ar e velocidade do ar. Estes padrões também estão relacionados ao tipo de atividade exercida e à vestimenta utilizada. Os índices PMV ¿ Predicted Mean Vote e PPD ¿ Predicted Percentage of Dissatisfied adotados pela norma ISO 7730 (2005), são utilizados como meio de avaliação para o conforto térmico para ambientes termicamente moderados. A versão da ASHRAE 55 do ano de 2010 se baseia nas mesmas condições determinadas pela ISO 7730, mas incorporou pesquisas relevantes como a de DeDear, Brager e Cooper (1997), como o modelo adaptativo, o qual relaciona as temperaturas internas de conforto ao clima externo para ambientes naturalmente ventilados. Ambas as normas citadas não utilizaram dados provenientes de medições em restaurantes onde há uma carência literária sobre o assunto. Além disso, trabalhos como o de Humphreys (1976), Voltani (2009) e Maiti (2014) mostraram discrepâncias entre os votos de sensação térmica real e prevista, A proposta deste trabalho é a realização de um estudo do conforto térmico em dois restaurantes da Unicamp, Restaurante Universitário (RU) e Restaurante da Saturnino (RS), em Campinas ¿ SP, fazendo uma comparação entre as sensações térmicas reais dos trabalhadores e usuários com o modelo PMV e o modelo adaptativo. Para a realização deste trabalho foi feita a escolha do lugar, contextualização do ambiente aonde se localizam os restaurantes, coletou-se as variáveis ambientais simultaneamente em todos os pontos em cada restaurante e estimou-se as variáveis pessoais no momento das medições de acordo com as normas ISO. Simultaneamente foram aplicados questionários sobre a sensação de conforto e preferências térmicas da população pesquisada. Após esta etapa, realizaram-se análises comparativas entre os resultados gerados pelo método PMV e adaptativo e os votos da sensação térmica real. Utilizou-se análise Probit para avaliar os dados obtidos estabelecendo uma correlação entre as normas e a sensação real. Neste trabalho foram coletadas mais de 1400 entrevistas e mais de 750 medições das variáveis ambientais. Foi feita uma comparação das porcentagens de satisfação e insatisfação dos entrevistados. Além disso, calcularam-se as temperaturas de neutralidade térmica. As conclusões mostraram que as faixas de conforto térmico e temperatura de neutralidade foram próximas as recomendadas pelas normas nos pontos dos usuários. Nos pontos dos funcionários houve divergência entre a temperatura de neutralidade da ISO 7730 (2005) obtida por questionário e a calculada por análise Probit, todavia a maior discrepância encontrada foi entre os resultados analisados segundo as normas ISO 7730 (2005) e ASHRAE 55 (2010). Outra conclusão foi que as temperaturas internas do RS foram superiores as do RU nos pontos dos usuários no verão e o modelo proposto pela ISO 7730 (2005) não foi adequado para avaliar os índices de conforto no RS, pois ultrapassava seu limite máximo de desconforto pelo calor / Abstract: In Brazil, the evaluation of thermal comfort is a subject that has been increasingly addressed by researchers. Comfort conditions are regulated by national and international technical standards, which indicate the parameters for users are in a comfort condition in the limit values of air temperature, air humidity and air velocity. These standards are also related to the kind of activity and used clothing. The PMV rates (Predicted Mean Vote) and PPD rates (Predicted Percentage of Dissatisfied) adopted by ISO 7730 in 2005, are used as a way to evaluate the thermal comfort for moderate thermal environments. The version of ASHRAE 55, in 2010, is based on the same conditions determined by ISO 7730, but incorporated some relevant research as the De Dear, Brager and Cooper's (1997) as adaptive model, which relates comfort internal temperatures with external climate for naturally ventilated environments. Both standards cited did not use data from restaurants measurements which there is a literature shortage about the subject. Moreover, works such as Humphreys (1976), Voltani (2009) and Maiti (2014) showed discrepancies between actual and expected thermal sensation votes. The purpose of this research is to conduct a thermal comfort study in the two Unicamp¿s restaurants, University Restaurant (RU) and the Saturnino Restaurant (RS), in Campinas - SP, making a comparison between the actual thermal sensations of workers and users with the PMV model and the adaptive model. In order to do this work, it was chosen the place, it was made the context analysis of the environment where restaurants are located, it was collected environmental variables simultaneously at all points in every restaurant and it was estimated personal variables at the time of the measurements according to the ISO standard. Simultaneously it was applied questionnaires about the comfort feeling and thermal preferences of the population surveyed. After this step, there were comparative analysis among the results generated by PMV and adaptive method and the actual thermal sensation votes. Probit analysis was used to evaluate the data obtained by establishing a correlation between the rules and the real feel. This research collected over 1400 questionnaires interviews and more than 750 measurements of environmental variables. A comparison of the percentages of satisfaction and dissatisfaction of respondents was made. Furthermore, were calculated the thermal neutrality temperatures. The findings showed that the ranges of thermal comfort and neutrality temperature were close to the recommended by the standards in user¿s points. In the employees points there was disagreement between the obtained ISO 7730 (2005)¿s neutrality temperature by questionnaire and the calculated by Probit analysis, nevertheless the biggest discrepancy was found between the results analyzed according to the ISO 7730 (2005) and ASHRAE 55 standards (2010). Another conclusion was that the internal temperatures of RS were higher than those in RU¿s users points in the summer and the ISO 7730 (2005)'s model was not adequate to evaluate the comfort level in RS, because exceeded its maximum heat discomfort / Mestrado / Arquitetura, Tecnologia e Cidade / Mestra em Arquitetura, Tecnologia e Cidade