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The catering cycle

Figure 1.1After Cracknell et al. 2000

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Comparison of traditional and systems approaches

Table 1.1Source: Records and Glennie (1991)

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Three systems in food and beverage operations

Customer process

Service sequence

Food production

Arriving

Leaving

Preparation for service

Clearing after service

Purchasing

Clearing after service

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Operations hierarchy

Table 1.2

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Dimensions of the hospitality industry’s product

1. Intangibility

2. Perishability

3. Simultaneous production and consumption

4. Ease of duplication

5. Heterogeneity

6. Variability of output

7. Difficulty of comparison

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Customer satisfactions

• Physiological needs

• Economic needs

• Social needs

• Psychological needs

• Convenience needs

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Customer dissatisfactions

• Controllable by the establishmente.g. scruffy, unhelpful staff, cramped conditions

• Uncontrollablee.g. behaviour of other customers, the weather,transport problems

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Reasons for eating out

• Convenience

• Variety

• Labour

• Status

• Culture / tradition

• Impulse

• No choice

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Meal experience factors

• Food and drink on offer

• Level of service

• Level of cleanliness and hygiene

• Perceived value for money and price

• Atmosphere of the establishment

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PESTLE factors

• P Political

• E Economic

• S Socio-cultural

• T Technological

• L Legal

• E Ecological

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The five competitive forces

Figure 1.4  Adapted with the permission of The Free Press, a Division of Simon & Schuster, Inc., from Competitive Advantage: Creating and Sustaining Superior Performance by Michael E. Porter. Copyright © 1985, 1998 by Michael E. Porter

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European Foundation for Quality Management Excellence Model

Figure 1.6  Adapted from EFQM, 1999

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Customer service versus resource productivity

Figure 1.7

Customer service Resource productivity

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Integrated Service QualityManagement Model

Figure 1.8