Verbesserung der Gastronomieerfahrung. Ein Mystery-Shopping-Projekt zur Steigerung der Servicequalität
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Studienarbeit aus dem Jahr 2021 im Fachbereich BWL - Handel und Distribution, Note: 1,7, AKAD University, ehem. AKAD Fachhochschule Stuttgart, Sprache: Deutsch, Abstract: Mit dem primären Ziel, die Rolle des Service in der Gastronomie zu untersuchen und zu verstehen, wie sie zur Kundenzufriedenheit und letztendlich zum Unternehmenserfolg beiträgt, analysiert diese Arbeit die entscheidenden Faktoren, die die Restaurantwahl beeinflussen. Dabei liegt der Fokus nicht nur auf der Qualität der Speisen, sondern auch auf der Bedeutung des Service. In einer sich ständig verändernden Wirtschaft, in der die Dienstleistungsbranche mit einem Anteil von rund 70% in Deutschland dominiert, hat sich die Servicequalität als wesentlicher Unterscheidungsfaktor etabliert, der Unternehmen hilft, sich im Wettbewerb zu behaupten. In der Gastronomie entscheidet die Kundenbeziehung, die stark von der gebotenen Dienstleistungsqualität abhängt, über den Erfolg eines Restaurants. Daher setzt diese Arbeit ein besonderes Augenmerk auf die Bestimmung der Servicefaktoren, die zur Kundenzufriedenheit und somit zur erfolgreichen Positionierung in der Gastronomiebranche beitragen.
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