THE EFFECT OF STAFF BEHAVIORS IN FOOD AND BEVERAGE ESTABLISHMENTS ON CUSTOMER'S EATING AND DRINKING EXPERIENCE

İrfan Yurt; Yunus Emre Sağır

Makale detayları

THE EFFECT OF STAFF BEHAVIORS IN FOOD AND BEVERAGE ESTABLISHMENTS ON CUSTOMER'S EATING AND DRINKING EXPERIENCE

Yazarlar:

İrfan Yurt | Yunus Emre Sağır

Yayıncı:

Çanakkale Onsekiz Mart University

Ana Başlıklar:

Gastronomi

Dergi:

Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 2, pp.448-460

Belge Tipi:

Makale

Yayın Tarihi:

10/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001303466

pISSN:

2602-4144

Anahtar kelimeler:

Özet:

 Staff behaviour in food and beverage establishments is a critical factor that directly affects customer experience. Especially in the food sector, the relationship between the staff and the customer is of great importance. Considering the physical proximity between the staff and the customer during the service process in the food sector, it becomes critical that the staff exhibit a careful and attentive attitude. Even if all the facilities provided by the business are perfect, negative customer experiences caused by staff behaviour may cause the business to gain a negative reputation. The main purpose of this study is to examine the effects of the behaviours and attitudes of the staff who communicate directly with the customers on the eating and drinking experiences of the customers. In this framework, the study investigates the effects of restaurant staffs behaviours such as hygiene, communication skills, courtesy on customers purchasing decisions, satisfaction level and tendency to recommend the business. The participant group of the study consists of customers who go to restaurants serving street food in Kocaeli province. Using qualitative research method, data collection was carried out by interview technique. The participants were asked questions to evaluate the effect of staff behaviours on their eating and drinking experiences in restaurants and the answers were recorded. The results of this study show how critical staff behaviour is for restaurant businesses to increase customer satisfaction. In this context, it is recommended that businesses should develop strategies for staff training and improving their behaviour.

 Staff behaviour in food and beverage establishments is a critical factor that directly affects customer experience. Especially in the food sector, the relationship between the staff and the customer is of great importance. Considering the physical proximity between the staff and the customer during the service process in the food sector, it becomes critical that the staff exhibit a careful and attentive attitude. Even if all the facilities provided by the business are perfect, negative customer experiences caused by staff behaviour may cause the business to gain a negative reputation. The main purpose of this study is to examine the effects of the behaviours and attitudes of the staff who communicate directly with the customers on the eating and drinking experiences of the customers. In this framework, the study investigates the effects of restaurant staffs behaviours such as hygiene, communication skills, courtesy on customers purchasing decisions, satisfaction level and tendency to recommend the business. The participant group of the study consists of customers who go to restaurants serving street food in Kocaeli province. Using qualitative research method, data collection was carried out by interview technique. The participants were asked questions to evaluate the effect of staff behaviours on their eating and drinking experiences in restaurants and the answers were recorded. The results of this study show how critical staff behaviour is for restaurant businesses to increase customer satisfaction. In this context, it is recommended that businesses should develop strategies for staff training and improving their behaviour.

 Staff behaviour in food and beverage establishments is a critical factor that directly affects customer experience. Especially in the food sector, the relationship between the staff and the customer is of great importance. Considering the physical proximity between the staff and the customer during the service process in the food sector, it becomes critical that the staff exhibit a careful and attentive attitude. Even if all the facilities provided by the business are perfect, negative customer experiences caused by staff behaviour may cause the business to gain a negative reputation. The main purpose of this study is to examine the effects of the behaviours and attitudes of the staff who communicate directly with the customers on the eating and drinking experiences of the customers. In this framework, the study investigates the effects of restaurant staffs behaviours such as hygiene, communication skills, courtesy on customers purchasing decisions, satisfaction level and tendency to recommend the business. The participant group of the study consists of customers who go to restaurants serving street food in Kocaeli province. Using qualitative research method, data collection was carried out by interview technique. The participants were asked questions to evaluate the effect of staff behaviours on their eating and drinking experiences in restaurants and the answers were recorded. The results of this study show how critical staff behaviour is for restaurant businesses to increase customer satisfaction. In this context, it is recommended that businesses should develop strategies for staff training and improving their behaviour.

 Yiyecek içecek işletmelerinde personel davranışları, müşteri deneyimini direkt olarak etkileyen kritik bir faktördür. Özellikle gıda sektöründe, personel ile müşteri arasındaki ilişki büyük önem taşımaktadır. Zira, gıda sektöründe hizmet sunulan süreç boyunca, personel ile müşterinin fiziksel yakınlığı dikkate alındığında, personelin özenli ve dikkatli bir tutum sergilemesi kritik bir hal almaktadır. Eğer işletmenin sağladığı tüm olanaklar mükemmel olsa bile, personel davranışlarından kaynaklanan olumsuz müşteri deneyimleri, işletmenin olumsuz bir itibar kazanmasına neden olabilir. Bu çalışmanın temel amacı, restoran işletmelerinde müşteri ile direkt iletişim kuran personelin davranış ve tutumlarının, müşterilerin yeme-içme deneyimlerine olan etkisini incelemektir. Bu çerçevede, çalışmada restoran personelinin hijyen, iletişim becerileri, nezaket gibi davranışlarının, müşterilerin satın alma kararları, memnuniyet düzeyi ve işletmeyi tavsiye etme eğilimleri üzerindeki etkileri araştırılmıştır. Araştırmanın katılımcı grubunu, Kocaeli ilinde sokak yemekleri sunan restoranlara giden müşteriler oluşturmaktadır. Nitel araştırma yöntemi kullanılarak, görüşme tekniği ile veri toplama işlemi yürütülmüştür. Katılımcılardan, restoranlarda yaşadıkları yeme-içme deneyimlerine ilişkin personel davranışlarının etkisini değerlendiren sorular yöneltilmiş ve elde edilen cevaplar kaydedilmiştir. Bu çalışmanın sonuçları, restoran işletmelerinin müşteri memnuniyetini artırmak için personel davranışlarının ne kadar kritik olduğunu göstermektedir. Bu bağlamda, işletmelerin personel eğitimine ve davranışlarını iyileştirmeye yönelik stratejiler geliştirmeleri önerilir.

Makale detayları

THE EFFECT OF STAFF BEHAVIORS IN FOOD AND BEVERAGE ESTABLISHMENTS ON CUSTOMER'S EATING AND DRINKING EXPERIENCE

Yazarlar:

İrfan Yurt | Yunus Emre Sağır

Yayıncı:

Çanakkale Onsekiz Mart University

Ana Başlıklar:

Gastronomi

Dergi:

Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 2, pp.448-460

Belge Tipi:

Makale

Yayın Tarihi:

10/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001303466

pISSN:

2602-4144

Staff Behaviour

Customer Satisfaction

Food and Beverage Businesses

Food and Beverage Experience

Street FoodPersonel Davranışı

Müşteri Memnuniyeti

Yiyecek-İçecek İşletmeleri

Yeme-İçme Deneyimi

Sokak Yemekleri

Sayı

Makale detayları

Yazarlar: İrfan Yurt | Yunus Emre Sağır

Yayıncı: Çanakkale Onsekiz Mart University

Ana Başlıklar: Gastronomi

Dergi: Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 2, pp.448-460

Belge Tipi: Makale

Yayın Tarihi: 10/2023

Belge Dili: İngilizce

Document ID (Org No.): 2001303466

pISSN: 2602-4144

Sayı

Yazarlar:

İrfan Yurt | Yunus Emre Sağır

Yayıncı:

Çanakkale Onsekiz Mart University

Ana Başlıklar:

Gastronomi

Dergi:

Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 2, pp.448-460

Belge Tipi:

Makale

Yayın Tarihi:

10/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001303466

pISSN:

2602-4144