레스토랑의 서비스品質管理에 관한 硏究

• 영문명: A Study of Quality Control of Services at Restaurants - Around quality control of the employees -
• 발행기관: 한국문화관광학회
• 저자명: 홍석환(Hong, suk hwan) 서재원(Seo, jae won) 이홍경(Lee, hong kyung)
• 간행물 정보: 『문화관광연구』제6권 제1호, 373~424쪽, 전체 52쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2004.06.30

영문 초록

With overall changes in the food service market, we have to shift our attention on the aspect of just providing meals for customers but should concentrate on what processes the meals are served to the customers. What becomes interesting to us in connection with managing the food service market from such perspective is the management policy stressing the importance of the services offered at the restaurants and quality of the food. More than anything else, the high quality of services, taste of the food, cleanliness and cozy atmosphere in the restaurant lead to the growth in the food service market. However, the issue of securing the brand image is expected to up and this will require changes in managing the restaurants. I have attempted to limit the scope of this study to the quality of the services offered at the restaurants and management method for the service quality. In order to conduct in-depth inquiry into the topic area, I presented problems as an introduction and described the purpose and scope of study in Chapter 1, examined the concept and features of the restaurants and theoretical research of the quality control of the services in the restaurants for theoretical examination of the service quality control in Chapter 2, organized survey and design for an empirical analysis in Chapter 3, identified the empirical analysis results, and summary and discussion of the analysis results in Chapter 4, and in Chapter 5, described summary of research results, issues suggested by the research results and the methods for controling the service quality in the restaurant and presented directions for continuing researches for the conclusion of this study. At the stage of experimental research, I limited the target of the research to the restaurants and dining halls located in Seoul and limited the research period to the month of July of 2003. Since the quality of services offered at the restaurants is not only an approach to satisfy the customers but also a method to improve on the competitiveness of restaurants and therefore can help sustain the management goals of restaurants, the ultimate purpose of the study is to propose management methods for service quality at the restaurants.

목차

1. 서론

2. 레스토랑의 서비스품질관리에 관한 이론적 고찰

3. 조사설계

4. 실증분석

5. 결론

참고문헌