Service design for Chinese restaurant management in Finland
Yang, Yan (2011)
Yang, Yan
HAAGA-HELIA ammattikorkeakoulu
2011
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2011111914841
https://urn.fi/URN:NBN:fi:amk-2011111914841
Tiivistelmä
The main objective of the thesis is focused on understanding the service and operation model of Chinese restaurants in Finland, identifying the gaps between the service suppliers’ and the customers’ view on service quality and trying to find out the best Chinese restaurant service design in Finland.
The conceptual framework of the thesis is based on the service design, the scale to measure the service quality - SERVQUAL model, and the comparison of Finnish and Chinese food culture and restaurant management.
A combination of the qualitative and quantitative methods has been applied to analysis the research results. The face to face interviews on three Chinese restaurant owners give the qualitative perspective of the restaurant entrepreneurs and the surveys on 70 students from Haaga-Helia University of Applied Science give the quantitative view of the restaurant customers.
In conclusion, the more than 200 Chinese restaurants in Finland are sharing the same service and operation model – the excessively localized Finnish-Chinese food with slightly different serving styles. From the restaurant entrepreneurs’ point of view, the lack of raw material and expensive labour cost in Finland are the main reasons for missing the taste of genuine Chinese food. They hope to present the authentic Chinese culture and offer the genuine Chinese cuisine. On the other hand, the customers are eager to experience the authentic Chinese cuisine and food culture in Finland. Wishes from both parties merged into one goal, which is to offer the genuine Chinese food to customers in the Chinese restaurants in Finland. This should serve as the main strategy for future Chinese restaurant management in Finland.
The conceptual framework of the thesis is based on the service design, the scale to measure the service quality - SERVQUAL model, and the comparison of Finnish and Chinese food culture and restaurant management.
A combination of the qualitative and quantitative methods has been applied to analysis the research results. The face to face interviews on three Chinese restaurant owners give the qualitative perspective of the restaurant entrepreneurs and the surveys on 70 students from Haaga-Helia University of Applied Science give the quantitative view of the restaurant customers.
In conclusion, the more than 200 Chinese restaurants in Finland are sharing the same service and operation model – the excessively localized Finnish-Chinese food with slightly different serving styles. From the restaurant entrepreneurs’ point of view, the lack of raw material and expensive labour cost in Finland are the main reasons for missing the taste of genuine Chinese food. They hope to present the authentic Chinese culture and offer the genuine Chinese cuisine. On the other hand, the customers are eager to experience the authentic Chinese cuisine and food culture in Finland. Wishes from both parties merged into one goal, which is to offer the genuine Chinese food to customers in the Chinese restaurants in Finland. This should serve as the main strategy for future Chinese restaurant management in Finland.