This study aimed to address consumers' stereotypical categorizations in the form of essentialist views about foreign cultures and their effect on individual consumers, including their negative or aroused emotions and subsequent retail patronage behaviors. The research mission was to empirically assess the salient dimensions of consumers' states of mind (positive and negative affect, psychological essentialism, epistemic curiosity), states of being (store atmospherics), and states of action (retail patronage behaviors) in a cultural context based on Mehrabian-Russell theory of environmental psychology. Specifically, the retail patronage setting was selected as foreign-based fast-food franchises because it represents both a relevant and timely situational context for consumer behavior. This dissertation makes several contributions to international retail patronage literature. First, it frames curiosity as an aroused emotional state and finds support for the relationship between consumer epistemic curiosity and retail patronage. Second, it provides support for the linkage between consumer affect and retail patronage in an international retail setting. Third, it reveals that affect has a greater impact on retail patronage than epistemic curiosity. The overarching finding of this study is an inability to tie the cultural elements in retail atmospherics, including signs, symbols, and artifacts, to consumer emotions. In addition, we were unable to frame psychological essentialism as a personality trait that would reduce the levels of affect and curiosity in retail store environments characterized by foreign-cultural elements.

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This dissertation uses an organizational approach to examine how new ideas are mobilized in order to become radical innovations. I consider the case of elBulli, an avant-garde, three-Michelin star restaurant that has pioneered the "molecular" or "experimental" cuisine movement in the gastronomic field, to inductively study how innovation is made to work. Based on ethnographic data collected over a period of 16-months in Spain and in the United States, my research proposes that systematic and radical innovation is the result of concrete practices and collective efforts that enable new ideas and epistemic practices to be recognized, understood, and legitimated by the public. The research advances a new distinction in innovation studies between new final products and conceptual innovations and proposes that this distinction can contribute to clarify the dynamics behind the advancement of knowledge within a field. Also, I argue that this distinction can serve as a basis for the future development of a general framework of the different dimensions involved in the production of innovation. Throughout the research, I draw comparisons with different fields such as religion, politics, business, art and music to explore the potential applicability of the main insights obtained from my case study to illuminate innovation processes in general.

The purpose of this research was to evaluate consumer response based on two distances (12 and 24 inches) between tables in a fast-casual restaurant. An onsite survey was conducted to measure customers’ cognitive, emotional, and behavioral responses to questions on pleasure, privacy, stress, arousal, comfort, control, customer satisfaction, and future dining intentions based on their experience with the table spacing. Results showed that table spacing has an effect on diner’s pleasure, feelings of privacy, and sense of comfort and control. The results confirmed a strong correlation between customer satisfaction and future behavioral intentions.

O presente trabalho aborda questões relativas à pluralidade e ao dinamismo da mesa paulistana, explorando a comida para além de sua característica nutricional, em seus aspectos sócio-cultural e econômico. Para tanto, considera as condicionantes que levam a essa diversidade que caracteriza a gastronomia paulistana, como o passado colonial e os intensos fluxos migratórios, destacando também a realidade de uma cidade cosmopolita, global. Discute, igualmente, transformações que vêm ocorrendo na cidade de São Paulo e que impactam o mercado de alimentação; caracterizando-a como o principal polo gastronômico do país e maior mercado brasileiro. Em adição à discussão teórica, expõem-se entendimentos e percepções sobre esse mercado de alimentação em São Paulo, colhidos em entrevistas realizadas com chefs e proprietários de restaurantes e jornalistas especializados na área. Assim, oferece um panorama da mesa paulistana e fomenta uma atitude reflexiva a respeito da gastronomia na cidade de São Paulo. / This dissertation deals with issues regarding the plural and dynamic aspects of the cuisine from the city of São Paulo (paulistana cuisine), approaching food from its sociocultural and economic aspects and going beyond its nutritional content. In order to do so, it considers the factors that have created the diversity that characterises paulistana gastronomy, such as its colonial past, the intense migration flows that marked it, as well as its reality as a cosmopolitan, global, city. It also discusses the changes that have been taking place in the city, as Brazil\'s main gastronomic hub and market, and which have an impact on the food market. In addition to the theoretical investigation, the dissertation presents interviews carried out with chefs, restaurant owners and journalists specialised in gastronomy, showing their opinions and perceptions regarding the food market in São Paulo. Hence, this dissertation portrays São Paulo\'s food scene and foments a reflective attitude towards gastronomy in the city.

Made available in DSpace on 2017-07-10T16:32:28Z (GMT). No. of bitstreams: 1 Claudelir Clein.pdf: 2049951 bytes, checksum: 1ecd131183f32a95b339bc8d7555969d (MD5) Previous issue date: 2015-11-03 / In organizations, administration of services becomes a necessity for achievement and customer satisfaction, there variáreis that need to be studied and worked so that it can achieve competitive advantage to competitors in the same field of expertise. Given this reality, corporate managers are pressured by the market to develop, implement and monitor strategies to meet the needs and desires of all kinds of customers. Therefore, this study aimed to study the variables that influence the satisfaction of the clients of the city of Francisco Beltrão - PR, in order to: gather information about the degree of satisfaction with the services provided by such establishments; verify that the services provided are of quality; evidence which is the most important variable for choosing a restaurant and; identify the strengths and weaknesses of the companies in relation to the proposed study. To collect information themselves drafted a structured questionnaire, which subsequently applying a pilot test to 30 clients, was then applied to more than 390 customers of dining services, totaling 420 questionnaires. The methodology allowed the cross between variables and detailed analysis of all the variables that comprise this study, enabling the achievement of general and specific objectives. Following were tabulated and analyzed the data through the statistical technique of frequency analysis, which demonstrated to most questions related to customer satisfaction level, a predominance of grade 8 and is indicated with the highest frequency among the factors listed for grading. Finally, having the knowledge of the results of information collected from customers of the restaurants, we tried to show through the final considerations, data and more important and relevant analyzes, we were making some comments and notes in order to provide improvements, to make known the strengths, and draw attention to the existing weaknesses in the provision of restaurants in the town of Francisco Beltrao services in the southwestern state of Paraná region. / Nas organizações, a administração de serviços se torna uma necessidade para a conquista e satisfação de clientes, existindo variáreis que precisam ser estudas e trabalhadas para que se consiga atingir vantagem competitiva frente aos concorrentes do mesmo ramo da atuação. Diante dessa realidade, os gestores das empresas são pressionados pelo mercado a elaborar, executar e controlar estratégias que visem satisfazer necessidades e desejos dos mais diversos tipos de clientes. Portanto, este estudo teve como objetivo estudar as variáveis que influenciam na satisfação de clientes de restaurantes da cidade de Francisco Beltrão PR, visando: levantar informações quanto ao grau de satisfação com os serviços prestados por esses estabelecimentos; verificar se os serviços prestados são de qualidade; evidenciar qual é a variável mais importante para a escolha de um restaurante e; identificar os pontos fortes e os pontos fracos das empresas em relação ao estudo proposto. Para a coleta de informações elaborou-se um questionário estruturado, que posteriormente a aplicação de um teste piloto para 30 clientes, foi então, aplicado para mais 390 clientes de serviços de restaurantes, totalizando 420 questionários aplicados. A metodologia adotada permitiu o cruzamento entre variáveis e a análise detalhada de todas as variáveis que compõem esse estudo, possibilitando o alcance dos objetivos geral e específicos. Na sequência foram tabulados e analisados os dados por meio da técnica estatística de análise de frequência, a qual demonstrou para a maioria dos questionamentos referentes ao nível de satisfação dos clientes, uma predominância da nota 8, sendo indicada com o maior número de frequência entre os fatores elencados para atribuição de notas. Por fim, tendo o conhecimento dos resultados das informações coletadas junto aos clientes dos restaurantes, buscou-se evidenciar por meio das considerações finais, os dados e análises mais importantes e relevantes, fazendo-se alguns comentários e apontamentos com o intuito de proporcionar melhorias, de se fazer conhecer os pontos fortes, e de chamar a atenção para as fragilidades existentes na prestação de serviços de restaurantes da cidade de Francisco Beltrão na região sudoeste do Estado do Paraná.

Made available in DSpace on 2017-07-10T16:32:29Z (GMT). No. of bitstreams: 1 Claudelir Ficha correta.pdf: 3681941 bytes, checksum: ce13c51147ff4b9e170db6d1169775ae (MD5) Previous issue date: 2015-11-03 / In organizations, administration of services becomes a necessity for achievement and customer satisfaction, there variáreis that need to be studied and worked so that it can achieve competitive advantage to competitors in the same field of expertise. Given this reality, corporate managers are pressured by the market to develop, implement and monitor strategies to meet the needs and desires of all kinds of customers. Therefore, this study aimed to study the variables that influence the satisfaction of the clients of the city of Francisco Beltrão - PR, in order to: gather information about the degree of satisfaction with the services provided by such establishments; verify that the services provided are of quality; evidence which is the most important variable for choosing a restaurant and; identify the strengths and weaknesses of the companies in relation to the proposed study. To collect information themselves drafted a structured questionnaire, which subsequently applying a pilot test to 30 clients, was then applied to more than 390 customers of dining services, totaling 420 questionnaires. The methodology allowed the cross between variables and detailed analysis of all the variables that comprise this study, enabling the achievement of general and specific objectives. Following were tabulated and analyzed the data through the statistical technique of frequency analysis, which demonstrated to most questions related to customer satisfaction level, a predominance of grade 8 and is indicated with the highest frequency among the factors listed for grading. Finally, having the knowledge of the results of information collected from customers of the restaurants, we tried to show through the final considerations, data and more important and relevant analyzes, we were making some comments and notes in order to provide improvements, to make known the strengths, and draw attention to the existing weaknesses in the provision of restaurants in the town of Francisco Beltrao services in the southwestern state of Paraná region. / Nas organizações, a administração de serviços se torna uma necessidade para a conquista e satisfação de clientes, existindo variáreis que precisam ser estudas e trabalhadas para que se consiga atingir vantagem competitiva frente aos concorrentes do mesmo ramo da atuação. Diante dessa realidade, os gestores das empresas são pressionados pelo mercado a elaborar, executar e controlar estratégias que visem satisfazer necessidades e desejos dos mais diversos tipos de clientes. Portanto, este estudo teve como objetivo estudar as variáveis que influenciam na satisfação de clientes de restaurantes da cidade de Francisco Beltrão PR, visando: levantar informações quanto ao grau de satisfação com os serviços prestados por esses estabelecimentos; verificar se os serviços prestados são de qualidade; evidenciar qual é a variável mais importante para a escolha de um restaurante e; identificar os pontos fortes e os pontos fracos das empresas em relação ao estudo proposto. Para a coleta de informações elaborou-se um questionário estruturado, que posteriormente a aplicação de um teste piloto para 30 clientes, foi então, aplicado para mais 390 clientes de serviços de restaurantes, totalizando 420 questionários aplicados. A metodologia adotada permitiu o cruzamento entre variáveis e a análise detalhada de todas as variáveis que compõem esse estudo, possibilitando o alcance dos objetivos geral e específicos. Na sequência foram tabulados e analisados os dados por meio da técnica estatística de análise de frequência, a qual demonstrou para a maioria dos questionamentos referentes ao nível de satisfação dos clientes, uma predominância da nota 8, sendo indicada com o maior número de frequência entre os fatores elencados para atribuição de notas. Por fim, tendo o conhecimento dos resultados das informações coletadas junto aos clientes dos restaurantes, buscou-se evidenciar por meio das considerações finais, os dados e análises mais importantes e relevantes, fazendo-se alguns comentários e apontamentos com o intuito de proporcionar melhorias, de se fazer conhecer os pontos fortes, e de chamar a atenção para as fragilidades existentes na prestação de serviços de restaurantes da cidade de Francisco Beltrão na região sudoeste do Estado do Paraná.

As the attention of ethnic restaurants grow from consumers, researchers have questioned the proper assessment of identifying ethnic restaurant consumer demand and where ethnic restaurants should locate accordingly. For this reason, past literature has focused on demographic features to answer these questions. However, unlike non-ethnic restaurant demand, ethnic restaurant demand cannot be fully explained by demographics since the demand for ethnic restaurants consist of two major groups, which are non-ethnic and ethnic consumers. The two consumer groups differ in location, which ethnic consumers are clustered while other non-ethnic consumers are spread across the geographical plain. The two consumer groups also differ in acceptance which ethnic consumers have a pre-established notion of the ethnic restaurant theme while non-ethnic consumers require acceptance to consume. This study proposes that since ethnic restaurants have these differences ethnic restaurants show difference in clustering patterns. More specifically this study attempts to identify whether higher acceptance from non-ethnic consumers allow ethnic restaurants to expand to other non-ethnic consumer regions while ethnic restaurants are mostly clustered in ethnic communities. In addition, the study further investigates whether ethnic restaurant clustering patterns differ by its restaurant price segment. The empirical results of this study show that acceptance of ethnic food, general restaurant opinion, and country of origin plays a crucial role in ethnic restaurants to diffuse to non-ethnic consumers while ethnic restaurants agglomerate near ethnic communities. However, higher price restaurants were found cluster stronger than lower price restaurants to reduce search cost for consumers which confirms previous studies. Finally, this study found that acceptance of food and general restaurant opinion from non-ethnic consumers affects ethnic restaurants in the ethnic community to diffuse but acceptance of country of origin showed ethnic restaurants in ethnic communities to cluster which suggest that cultural aspects allow ethnic restaurants to cluster stronger in ethnic communities.

Small business owners understand the advantages of using social media as a marketing tool; however, some of these owners do not leverage social media marketing strategies to increase sales. Small business owners who fail to implement social media marketing strategies minimizes the potential to gain new customers; thus, negatively impacting sales. The purpose of this qualitative multiple case study was to explore social media marketing strategies used by five small family-style restaurants in Maryland. Berry's relationship marketing theory was the conceptual framework for this study. Data collection included semistructured interviews, documents pertaining to social media marketing strategies, and social media pages and websites from the participating restaurants. These data were analyzed following Yin's 5-step analysis plan. Key themes that emerged were (a) social media platforms small family-style restaurant owners use to increase sales and were most effective, (b) employees' response to social media marketing strategies small family-style restaurant owners use to increase sales, and (c) relationship marketing. The implications for positive social change include the potential to increase the knowledge of future entrepreneurs and show them how technology can help them launch and grow their businesses faster creating an atmosphere of better customer services. Increasing the demand for employment can have a direct impact on decreasing the unemployment rate within the United States, particularly in the state of Maryland.

Social media has changed the way businesses relate to their customers. Since the beginning of social media, traditional methods of communicating with customers have begun to decline. The purpose of this multicase study was to determine the strategies of 5 owners of small restaurant businesses in Western North Carolina who successfully used social media marketing for 1 year or more. Rogers's diffusion of innovation theory was the conceptual framework for this study. Data collection included semistructured interviews, documents pertaining to social media marketing strategies, and social media pages and websites from the participating restaurants. These data were analyzed following Yin's 5-step analysis plan. The themes that emerged were social media platforms, word-of-mouth, and challenges implementing social media. Facebook, Yelp, and Instagram were the most used social media platforms. The participants implied that word-of-mouth has the potential to increase sales and to grow business. Challenges implementing social media included the ability to be consistent and actively engaged on the social media sites to allow business owners to respond quickly to negative posts made by customers. Small restaurant businesses can be successful if they develop and implement a social media presence, encourage customer feedback, and formulate a plan to overcome obstacles and challenges that may arise with implementing social media marketing strategies. These findings contribute to positive social change by increasing the sustainability of small businesses in the community, which may drive economic development and improve community relations.