• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.8
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• pp.1088-1096
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• 2006

The purpose of this study was to identify the service encounter blueprint by types of restaurants in order to manage moment of truth when customers who visit a restaurant encounter services. The service encounter blueprint gives an overall picture of the service provision to visualize an entire service process and its integrated structure. The blueprint is used for service process analysis technique. The random samples of 15 customers were observed by types of restaurants and the records were collected for three-days' observation. Interviews were performed by 3 managers, 3 service encounter employees, 3 cashiers, 3 cooks and 10 customers by types of restaurants. After drawing the first service blueprint, it was revised by the interview with the 3 managers and 6 service encounter employees. In this paper, restaurant service processes are reviewed and analyzed. By use of service blueprint, the processes are analyzed to find a fail point, customer wait, employee decision. As a result of making a blueprint of service encounter by types of restaurant, blueprints of fine-dining restaurants and family restaurants were similar, while fast-food restaurants showed a little difference. In particular, difference was indicated in a point where interaction of service encounter occurred. Difference was indicated depending on types of restaurants. Therefore, the efforts to improve this problem were needed. The blueprint is a map or flowchart (called a process chart in manufacturing) of all transactions constituting the service delivery process. The results showed that service encounter blueprint can be used to improve the service process in the restaurant's encounter.

• Journal of the East Asian Society of Dietary Life
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• v.21 no.1
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• pp.134-145
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• 2011

The purpose of this study was to examine the work values of undergraduate-level foodservice major students. In order to assess work values of the participating students, this study adopted 'Maryland Work Values Inventory'. Data from a total of 290 surveys were collected. The participants consisted of 146 commercial foodservice major students and 144 institutional foodservice major students. Among the seven work values, both groups ranked 'job advancement' as the most important work value. Commercial foodservice major students rated 'altruism' as the least important work value, whereas it was 'stimulation' for institutional foodservice major students. 'Need for work' was evaluated statistically higher by junior and senior students compared to sophomore students of commercial foodservice major (p<0.05). In both foodservice majors, a positive relationship was found between work value scores and grade levels. All work value scores tended to be higher for students in higher grades. This tendency was especially statistically clear for the value 'need for work' for commercial foodservice major students and 'money and prestige' for institutional foodservice major students (p<0.05). There were some gaps in the work values between students with different career field choices. For the commercial foodservice majors, those interested in fine dining perceived 'satisfaction and accomplishment' and 'altruism' as more important [4.33 (p<0.05) and 4.05 (p<0.01), respectively] compared to students who had interests in fast food restaurants (4.06 and 3.67 respectively). Scores for 'satisfaction & accomplishment' (p<0.05), 'money & prestige' (p<0.001), and 'stimulation' (p<0.001) were significantly different among institutional foodservice major students. In addition, students more interested in industrial foodservice field regarded 'money & prestige' and 'stimulation' as less important as indicated by noticeably lower scores (3.74, 3.55 respectively) in comparison to the other group (p<0.001). The results of this study, which explored foodservice major students' work values, suggest that there is an increased need for the students to build up their work values as well as for the foodservice industry to offer appropriate work values to future foodservice employees.