Elements of Designed Customer Experience in Ethnic Themed Restaurants : Case Study of Thai Restaurants in Jyväskylä
Lakos, Anett (2013)
Lakos, Anett
Jyväskylän ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013060412739
https://urn.fi/URN:NBN:fi:amk-2013060412739
Tiivistelmä
The purpose of this thesis was to reveal the elements and important factors of a customer experience oriented service delivery process in an ethnic themed restaurant. When a service delivery process is designed, there are many crucial elements which need to be considered, such as interior design, the selection of personnel, and the goods and services provided.
As our economy is in a state of continuous change, which can be followed through history and general business actions and processes, there is a need for change in Food Services as well. The theories were collected to provide a united and structured view of the relevant literature, starting with the economic changes suggested by Joseph Pine and James Gilmore, through the design tools of a service delivery process and the significance of the created authentic image for the customers. This thesis includes an introduction of the Thai culture, and as the case companies add cultural elements to the dining experience, it is essential to know the relevant cultural elements, manners and etiquettes.
A survey was made to provide proof of the mentioned trends and factors in the customer-centered service delivery process during March 2013. The collected data, 277 answers, were analyzed by the SPSS Program to help improve the present services on those premises and to show the clear actions which should be taken when a culturally oriented dining experience has been designed.
Finally, some further action and changes have been suggested to the restaurant management for promoting the provided services.
As our economy is in a state of continuous change, which can be followed through history and general business actions and processes, there is a need for change in Food Services as well. The theories were collected to provide a united and structured view of the relevant literature, starting with the economic changes suggested by Joseph Pine and James Gilmore, through the design tools of a service delivery process and the significance of the created authentic image for the customers. This thesis includes an introduction of the Thai culture, and as the case companies add cultural elements to the dining experience, it is essential to know the relevant cultural elements, manners and etiquettes.
A survey was made to provide proof of the mentioned trends and factors in the customer-centered service delivery process during March 2013. The collected data, 277 answers, were analyzed by the SPSS Program to help improve the present services on those premises and to show the clear actions which should be taken when a culturally oriented dining experience has been designed.
Finally, some further action and changes have been suggested to the restaurant management for promoting the provided services.