German full-service Restaurants: Do they satisfy customers' expectations?
Knöfler, Manuela (2018)
Knöfler, Manuela
Haaga-Helia ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201804084262
https://urn.fi/URN:NBN:fi:amk-201804084262
Tiivistelmä
Standardising service processes is a lot more challenging than standardising a product. The more knowledge a company possess on their products and services, combined with the actual market situation and the knowledge of their customers’ expectations, the more successful a company can be.
In this thesis the author analyses what a successful restaurant should know about their customers in order to implement a whole new understanding of their expectations and therefore be successful in today`s highly competitive market.
Customer relationship management is an opportunity to build an effective working environment for a company.
The theory of this thesis describs how a company, in this case a restaurant, creates a customer focus by working on the intangible, customer expectation of service. Furthermore, it discusses how a company can gain customer satisfaction and the importance of its impact on retaining customers.
This thesis aims to develop strategies on how companies can work towards meeting customer expectations in their businesses.
In order to present practical results, the author concludes with a quantitative research of close ended questions.
The focus of the questionnaire was to analyse customer experiences at full service restaurant stays and identify factors which had a positive effect as apposed to factors that would require significant change to enhance experience.
In this thesis the author analyses what a successful restaurant should know about their customers in order to implement a whole new understanding of their expectations and therefore be successful in today`s highly competitive market.
Customer relationship management is an opportunity to build an effective working environment for a company.
The theory of this thesis describs how a company, in this case a restaurant, creates a customer focus by working on the intangible, customer expectation of service. Furthermore, it discusses how a company can gain customer satisfaction and the importance of its impact on retaining customers.
This thesis aims to develop strategies on how companies can work towards meeting customer expectations in their businesses.
In order to present practical results, the author concludes with a quantitative research of close ended questions.
The focus of the questionnaire was to analyse customer experiences at full service restaurant stays and identify factors which had a positive effect as apposed to factors that would require significant change to enhance experience.