Crucial elements for small-sized restaurant operations in Helsinki, Finland

Abstract

In recent years, Finland has experienced a significant downturn in the restaurant industry. This thesis examines three key components of small-scale restaurant operations in Helsinki, the capital of Finland: marketing, service design, and system management. Marketing includes essential factors for an effective marketing strategy. Service design enhances the dining experience for customers. The management system organizes the entire operation. The study aims to investigate how marketing, service design, and management systems are utilized in the operations of small-sized restaurants in Helsinki by employing qualitative interview methods; this thesis serves as a reference for restaurant entrepreneurs and researchers.

While various elements contribute to restaurant operations, the study focuses on these three components. A qualitative method using semi-structured interviews is conducted at three different restaurants, each with distinct service models and concepts, to determine whether these elements are applied or needed in restaurant operations.

The results illustrate that the three elements are essential in a restaurant operation. There are some common practices and different practices among the three restaurants interviewed, but the framework applied for marketing and service design is quite similar. The management system is applied depending on the service model and the specific attributes of the restaurant.