DIFFERENCES IN CUSTOMER BEHAVIOUR AND EXPECTATIONS BETWEEN FINLAND AND GERMANY
Ober, Martina (2011)
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The purpose of this thesis was to find out differences in the behaviour and expectations of customers in restaurants in different countries, and how those differences affect the restaurant industry. The countries Finland and Germany were chosen to be compared with each. Respondents of both countries were asked in questionnaires about their preferences of service, complaining and tipping behaviour. In addition restaurant owners/managers were asked about their way of conducting service in their restaurants. The evaluation of the questionnaire showed few differences between the German and the Finnish respondents. In the research Finns tended to be more open towards self service, while the German respondents would rather get service by a waiter. Differences were also shown in the complaining and tipping behaviour. The quantitative research interviews did not show any differences between the countries. There were similarities and differences within the countries noticeable and also overlapping answers among the Finnish and German interviewees.