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.

Thesis (MPhil)--Stellenbosch University, 2012. / ENGLISH ABSTRACT: The main aims of this thesis were to focus on the restaurant system in Cape Town with a view to creating a support mechanism for a move to more sustainable practices. A review of the literature found that despite a growing global population, the pressure on resources and consumption has been driven by the global middle class. Over half the world lives in cities and dualistic urban systems reinforce access to resources by excluding the poor and favouring the wealthy. Resource flows and consumption have degraded ecosystems, created waste and emissions. We use resources faster than they can be replenished and have exceeded the earth’s regenerative capacity. Counter to this, there is evidence of decoupling resource use from economic growth. Similarly, the industrialised food system has been created on external inputs such as fertiliser and insecticides, largely derived from fossil fuels. Food produced in the system uses energy, produces waste, depletes the soil and thwarts biodiversity. The global food system counters local food economies. This thesis argues that a sustainable system would have the economy as a basis for a better and equitable environment for current and future generations within ecological and regenerative capacity. As a city Cape Town reflects the inequalities and unsustainability of the global system, with vast disparities in wealth and opportunity. Restaurants can control flows of energy, food and waste, support people and the environment, as well as communicate and educate consumers. By collaborative efforts they can lay the basis for local food economies. Restaurants connect consumers to their food and make decisions about where the food comes from, how it will be prepared and disposed of and who will engage in that preparation. The restaurant sector can contribute to sustainability in its use of resources as well as its employment, community engagement and communication practices. This in turn supports local economies and impacts on the broader sustainability of the city. Research into the restaurant system in Cape Town showed that there is consumer interest in sustainability. There is evidence of restaurants making efforts towards sustainable endeavours. Within Cape Town there is the opportunity to look for more sustainable energy, work around local and seasonal menus, support local food economies, and control wastage. Local food economies can be supported while staff can also be treated fairly and given growth opportunities. Endeavours can be communicated as a way of shifting current unsustainable consumption patterns. The conclusions drawn from the thesis suggest that like the Sustainable Restaurant Associations (SRA) and Dinegreen there is space for a support mechanism for the restaurant industry where individual restaurants can be helped to move to sustainability and collaborate with other stakeholders. The recommendations of the thesis are to create an organisation that can evolve into a co-operative that will bring restaurants together and map out the changes they make. They need to be supported with expertise and audits of their current practice so that they can set goals for the future with regard to their environmental and social actions. / AFRIKAANSE OPSOMMING: Die hoof doel van hierdie dissertasie was om die restaurantstelsel in Kaapstad te ondersoek met die oog daarop om ‘n ondersteuningsmeganisme vir meer volhoubare praktyke te skep. ‘n Literatuuroorsig het getoon dat ten spyte van ‘n groeiende wereldbevolking, die druk op natuurlike en ander hulpbronne deur die wereldwye middelklas uitgeoefen word. Meer as die helfte van die wereld woon in stede en dualistiese stedelike stelsels versterk toegang tot sulke hulpbronne deur die armes uit te sluit en voorkeur te gee aan die reikes. Die vloei en verbruik van hulpbronne het ekologiese stelsels gedegradeer en afskeidings en afval vergroot. Ons verbruik hierdie hulpbronne vinniger as wat hulle vervang kan word en het die aarde se herstelkapasiteit oorskry. Aan die ander hand is daar bewyse dat die verbruik van hulpbronne ontkoppel is van ekonomiese groei. Insgelyks is die industrieele voedselstelsel gegrond op externe inset soos kunsmis en insekdoders, wat grootendeels van fossiele brandstof bekom word. Voedsel wat in hierdie stelsel geproduseer word verbruik energie, skep afval, put die grond uit en werk biologiese verskeidenheid tee. Die globale voedselstelsel is in teenstand teenoor plaaslike voedselekonomiee. Hierdie dissertasie redeneer uit die oogpunt dat ‘n onderhoudbare stelsel die ekonomie as ‘n basis vir ‘n beter en billike omgewing vir huidige en toekomstige geslagte, binne die ekologiese kapasiteit, sou he. Die stad Kaapstad weerkaats die ongelykhede en onvolhoubaarheid van die wereldwye stelsel, met sy ongelykhede in welstand en geleenthede. Restaurante kan beheer uitoefen oor hulle vloei van energie, voedsel en afval, kan mense en die omgewing ondersteun, sowel as verbruikers inlig en oplei. Deur pogings om saam te werk kan hulle die grondslag le vir plaaslike voedselekonomiee. Restaurante kan verbruikers verbind tot hulle voedsel en kan besluite neem oor waarvandaan die voedsel verkry word, asook hoe dit berei en afgedoen sal word en wie dit sal berei. Die restaurantsektor kan bydra tot volhoubaarheid in sy gebruik van hulpbronne sowel as inwerkneming, gemeenskapsbetrokkenheid en kommunikasiepraktyke. Dit sal op sy beurt dan plaaslike ekonomiee ondersteun en ‘n wyer impak he op die volhoubaarheid van die stad. Navorsing oor die restaurantstelsel in Kaapstad het getoon dat die verbruiker belang stel in volhoubaarheid. Daar is tekens daarvan dat restaurante pogings aanwend in die rigting van beter volhoubaarheid. In Kaapstad bestaan die geleentheid om te soek na meer volhoubare energie, rondom seisoenaangepaste spyskaarte, die ondersteuning van plaaslike voedselekonomiee, en die beheer van afval. Plaaslike voedselekonomiee kan ondersteun word terwyl werknemers regverdig behandel word, en moontlikhede tot vooruitgang het. Hierdie pogings kan oorgedra word as ‘n manier om die huidige onvolhoubare verbruikspatrone te verander. Die afleidings wat gemaak word in hierdie dissertasie stel voor dat daar plek is vir ‘n ondersteuningsmeganisme vir die restaurantindustrie, soos die “Sustainable Restaurant Associations” (SRA) en “Dinegreen”, waar die individuele restaurant gehelp kan word in rigting volhoubaarheid te beweeg en om saam te werk met ander belangstellendes. Hierdie dissertasie stel voor om ‘n organisasie te skep wat kan ontwikkel tot ‘n kooperatiewe wat restaurant saam kan bring en die veranderings wat hulle aanbring kan uiteensit. Hulle sal moet ondersteun word met kennis en ouditering van hulle huidige praktyke, sodat hulle doele kan stel vir die toekoms met betrekking tot hulle omgewings en sosiaal gerigte handeling.

Thesis (MBA)--Stellenbosch University, 2003. / ENGLISH ABSTRACT: Quality, service and ambience are concepts synonymous with the restaurant industry. Whilst the importance of these, and the integral function they perform in ensuring guest satisfaction and ultimately the success of a restaurant can hardly be denied, how effectively these inextricable concepts have been integrated within restaurants of Hermanus is of particular interest to various stakeholders. In a recent article submitted to an impact study conducted by GHACT (Greater Hermanus Association for Commerce and Tourism) titled: "Restaurateurs and Other Catering Outlets - February 2002", the Chairman of the Restaurateurs Association of Hermanus stated: "Restaurateurs usually are very impulsive individual personalities, working long hours - they do not comply with regulations; do their own thing and do not plan their strategies for the future - seat of the pants. We urgently need to start managing and policing our industry similar to accommodation establishments (e.g.... cleanliness, quality control and star ratings.)" The aim of this study project, originally commissioned by GHACT, is to contribute to GHACT's aim of stimulating commerce and tourism to Hermanus as part of their functions of core marketing, project development (impact studies), environment maintenance, and complaint resolution. A review of related literature as well as information gathered from 273 interviews, concerning 43 out of approximately 51 restaurants, forms the backdrop to this document. Definitions of key terms, investigation into previous empirical research, and identification of various excellence and guest satisfaction techniques, are the major focal points of this literature review. Four quality, service and ambience related assessments form part of the research, namely: 1) industry consistency in dealing with seasonality; 2) competitiveness between six specific restaurants; 3) tourist versus resident perceptions of restaurant excellence; and 4) individual restaurant excellence development areas. It was concluded that, although consistency throughout 2002 does not appear to be a concern for the Hermanus restaurant industry, the actual levels of quality, service and ambience offered by certain restaurants are below an acceptable standard. The Quality Matrix intervention presented in Chapter 5 integrates the tangible and intangible product and service standards essential for service excellence and guest satisfaction within all restaurants of Hermanus. / AFRIKAANSE OPSOMMING: Kwaliteit, diens en atmosfeer is konsepte wat sinoniem is met die restaurantbedryf. Alhoewel die belangrikheid van hierdie konsepte sentraal is om tevredenheid by gebruikers te verseker en uiteindelik om sukses te bepaal, is dit ook belangrik vir belanghebbendes om te sien hoe effektief hierdie konsepte in die restaurantbedryf van Hermanus ingeburger is. In 'n onlangse artikel deur GHACT (Greater Hermanus Association for Commerce and Tourism), getiteld: "Restauranteurs and Other Catering Outlets - February 2002", sê die voorsitter van die Restauranteurs Assosiasie van Hermanus dat "Restaurateurs usually are very impulsive individual personalities, working long hours - they do not comply with regulations; do their own thing and do not plan their strategies for the future - seat of the pants. We urgently need to start managing and policing our industry similar to accommodation establishments (e.g.... cleanliness, quality control and star ratings.)" Hierdie projek is deur GHAT aangepak in 'n poging om toerisme en koophandel in Hermanus te stimuleer deur impak studies, bemarking, omgewingsbeheer en klagte oplossing. 'n Oorsig van soortgelyke literatuur sowel as informasie wat versamel is van 273 onderhoude met betrekking tot 43 restaurante vorm die agtergrond van hierdie dokument. Die fokuspunt van hierdie literatuuroorsig was om die kern begrippe te definiëer, die bevindings van ander empiriese navorsing te analiseer, en tegnieke wat uitstaande diens en tevredenheid by gebruikers te verseker, te ondersoek. Vier kwaliteit, diens en atmosfeer verwante evalueringsareas vorm deel van die ondersoek, naamlik: 1) die eenvormigheid van die industrie in die hantering van seisoensverandering; 2) mededinging tussen ses spesifieke restaurante; 3) toeriste se persepsie teenoor die plaaslike inwoners se persepsie van restaurant kwaliteit en 4) individuele restaurant ontwikkelings areas. Alle gevolgtrekkings wat gemaak is in hierdie dokument is gebaseer op die bevindings van bogenoemde toetse. Daar is tot die gevolgtrekking gekom dat alhoewel betroubaarheid nie 'n probleem blyk te wees vir die Hermanus restaurantbedryf nie, werklike kwaliteit, diensvlakke en atmosfeer deur sekere restaurante aangebied, wel onder aanvaarbare standaarde was. Die kwaliteitsmatriks voorgestel in Hoofstuk 5 integreer die tasbare en ontasbare produk en noodsaaklike standaarde vir kwaliteit diens en tevredenheid by gebruikers by al die restaurante in Hermanus.

published_or_final_version / Environmental Management / Master / Master of Science in Environmental Management

Given unprecedented shifts in the U.S. demography marked by rapid growth in Hispanic, Asian and other ethnic market segments, marketing scholars and practitioners are confronting ways to cultivate ethnic consumers' brand preference formation, retail patronage and their ensuring consumption choices. Food is cited as a common signifier for consumers’ ethnic/cultural identity because food itself is a cultural symbol. However, little research has examined the influences of ethnic identities on consumers’ patronage behaviors of ethnic-themed restaurants. Thus, this dissertation critically explores the impact of ethnic identity and motivational factors to better understand consumers' choices of ethnic-themed restaurants with a mix-method approach. The present research investigates how ethnic identity and consumers’ need for uniqueness interplay with perceived authenticity in consumers’ patronage intention of ethnic-themed restaurants. The findings advocate the interplay among ethnic identity, consumers’ need for uniqueness, and perceived authenticity of general consumers in decision making choices of patronizing ethnic-themed restaurants. The findings have important implications for market segmentation guiding the owners of ethnic-themed restaurant the choice of environmental cues to encourage patronage intentions among general consumers. Furthermore, this study provides additional insights about motivating factors affecting decision making of patronizing ethnic-themed restaurants and contributes to the stream of research by enhancing understanding of marketing ethnic-themed restaurant in a multi-cultural society.

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.

Made available in DSpace on 2016-04-28T18:23:26Z (GMT). No. of bitstreams: 1 Silvia Cristina Zanata.pdf: 581654 bytes, checksum: bd335be2ca6e8bee731a89595a6db90f (MD5) Previous issue date: 2007-03-30 / This study, part of Project Direct - Towards the language of business communication (LAEL/PUC-SP), aims to present the results of a needs analysis carried out in the professional context of 40 waiters and two managers of two sophisticated restaurants in the city of São Paulo. To collect the data, three questionnaires were used two were answered by the waiters, and the third, by the restaurant managers. In order to conduct the needs analysis of these professionals, we looked for support in Hutchinson s & Waters (1987) languages for specific purposes approach (1987). These authors argue that the needs analysis is extremely important, as it enables not only the implementation of a course but also its continuous evaluation. The linguistic analysis of the work is based on the Functional Grammar proposed by Halliday (1994, 2004) and his collaborators - among others, Eggins (1994) and Martin & White (2005). Functional Grammar is a language theory that focuses on the effective use of language, that is, the manner in which the user uses language in different contexts. Functional Grammar was employed to analyze the appraisal items that occur in the waiters answers to the questionnaires, based on the Appraisal System of Martin & White (2005) and on the analysis model proposed by Eggins & Slade (1997). The results of the needs analysis and of the Appraisal System analysis revealed that the most important items to be included in a professional qualification course, according to the waiters, are: assistance to restaurant clients, self-evaluation, and performance. The present work intends to have contributed to the suggestion of a course proposal for the professional development of waiters that takes into account the needs considered by the waiters who participated in this study as relevant for professionals who intend to work in the area / Este estudo, parte do Projeto Direct - Em direção à linguagem dos negócios (LAEL/PUC-SP), tem como objetivo a apresentação dos resultados obtidos com a análise de necessidades no contexto profissional de 40 garçons e dois gerentes de dois restaurantes sofisticados da cidade de São Paulo. Para consecução de tais objetivos, foram utilizados 3 questionários, sendo que dois foram aplicados aos garçons e o terceiro foi aplicado aos gerentes dos restaurantes. Para a realização do levantamento de necessidades desses profissionais, apoiamo-nos na abordagem instrumental de Hutchinson & Waters (1987), que afirmam que a análise de necessidades é de extrema importância, pois é ela que, além de possibilitar a implementação de um curso, também possibilita a sua avaliação contínua. A análise lingüística do trabalho está fundamentada na Gramática Sistêmico- Funcional proposta por Halliday (1994, 2004) e seus colaboradores, como Eggins (1994), Martin & White (2005), dentre outros e foi utilizada para a análise dos itens avaliativos que ocorrem nas respostas dos garçons aos questionários, tendo como base o Sistema de Avaliatividade (Appraisal System) de Martin & White (2005) e o modelo de análise proposto por Eggins & Slade (1997). Os resultados da análise de necessidades juntamente com o resultado da análise do Sistema de Avaliatividade possibilitaram-nos identificar que os itens considerados prioritários em um curso de aperfeiçoamento profissional pelos garçons são: o atendimento, a auto-avaliação e o desempenho. O presente trabalho pretende ter contribuído para a sugestão de uma proposta de curso para desenvolvimento profissional de garçons, que considere as necessidades apontadas pelos garçons participantes desta pesquisa como relevantes para os profissionais que pretendem atuar na área

This study examines how regional cuisine is being self-consciously constructed in the Pacific Northwest and discusses the ways in which it contributes to identity in the region. I identify the characteristics-foods, dishes, and culinary practices-of this "new" Northwest cuisine, as well as social and cultural values associated with it, and explore how together they create a sense of regional distinctiveness and loyalty. Because this type of regional cuisine is closely associated with the professional cooking community, I look to restaurants in Portland, Oregon that self-identity as representative of the Pacific Northwest and to regional cookbooks, in order to pinpoint the characteristics of Northwest cuisine and explore their regional associations. I draw on a number of qualitative methods: an analysis of regional cookbooks, a restaurateur survey, interviews with restaurateurs, and a restaurant menu analysis. The use of the region's many specialty agricultural products-berries, orchard fruits, hazelnuts, and mushrooms-in meat, game, fish and seafood dishes, as well as salads, are defining aspects of Northwest cuisine. Salmon, more so than any other foodstuff, is the quintessential Northwest food. It is historically significant and has reached iconic status in the Pacific Northwest. Because of their association with the region's agricultural history and in some cases its cultural history, regional foodstuffs and the dishes they are used in help satisfy a growing hunger for regional identity and a sense of place among Northwesters. The past these foodstuffs are associated with is idealized and based on the same "Eden" metaphor that brought many settlers to the region during the mid-nineteenth century. By emphasizing the use of regional foodstuffs rather than a shared culinary history, Northwest cuisine embraces new residents from diverse backgrounds as well as "natives."

Surviving past the first year of operation is a growing concern for independent, full-service restaurants. Some restaurant leaders lack the marketing strategies necessary to develop a loyal customer base and survive beyond the first year of operation. The purpose of this multiple case study was to explore the marketing strategies that independent, family-oriented, full-service restaurant leaders located in the Pittsburgh, PA, metro area in business for at least 5 years have used to develop their customer base during the first year of operation. This study was guided by the 7Ps of marketing theory, which emphasizes how people, including customers and employees, influence the marketing process. Data were collected through in-depth semistructured interviews with 3 restaurant leaders and secondary documentation that included marketing and business strategies, customer base data, and profitability records during the first year of operation. Data were analyzed using a comparison analysis method to establish 3 emergent themes: immediate influence of word of mouth, power of consumer-driven marketing and social media, and the need for an integrated marketing mix. Findings indicate that these family-oriented, full-service restaurants were able to develop a customer base during their first year of business by integrating marketing strategies including word of mouth, social media, and limited print advertising. This study could assist these restaurant leaders in creating best practices for developing a customer base and surviving past the first year of operation. The implications for positive social change include the potential to empower restaurant leaders to engage in cause-related marketing, increase viability in local communities, and promote development of independent restaurants and small businesses.

Bibliography: leaves 92-98.