| Summary: | There are approximately 22 000 restaurants in all of Sweden, including hotel restaurants. The meaning of service in the restaurant business has changed and has been adjusted to satisfy customers and give them quality service directly. In restaurants, service is the key to being able to satisfy a customer. Therefore, the aim of this study is to show how restaurants see the service process and how service is seen from another perspective. The service process has certain terminology such as; the frontline staff, service escape, customer participation, value creation and word-of-mouth. The first person a customer meets is a frontline staff and that is what is called the moment of truth. After having lead the customer to the service escape, customer participation begins, and customers are able to value the service quality and share their experiences with other customers through what is known as word-of-mouth. The purpose of this thesis is to clarify how restaurants manage to create value for the customer and how they understand service quality. The purpose is also to create a wider understanding of the meaning of service quality and relations in restaurant businesses. The thesis is based on a qualitative case study of Restaurant Piccolino in Kalmar. I have done interviews with individuals to gather as much information as possible for the case study. I have done interviews with customers, the owner of Piccolino as well as a restaurant critic. The thesis is written in Swedish.
|
|---|
