Do expectations and provisions of service quality levels by staff change in differing food and beverage sectors industry? A case study based in Cardiff.
Davies, Danielle Kaitlyn
Cardiff Metropolitan University
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This dissertation was set out with the aim of identifying if there were differing perceptions and expectations of levels of service quality and also the in the actual service provided from staff within the pub, hotel and restaurant sectors of the Hospitality Industry. This aim was achieved through the use of a case study approach to research. The case study approach was carried out in three differing venues within Cardiff City Centre all of which ran a food and beverage operation; firstly a national restaurant/bar chain, secondly a commercial chef affiliated restaurant and thirdly the restaurant within an 4* International hotel group. Given that the author of this research project has many years of experience within the hospitality industry, from pubs to hotels, it gave her the opportunity to put her knowledge of the industry from experience together with academic experience. The research tool adopted to achieve the aim of this project was the use of demographic interviews and focus groups with eight members of staff from each establishment. To aid in completing this research a relevant review of academic literature has been made and justification has been made for the choice of the research tool adopted within the methodology. Following on from this a discussion has been structured which covers the points made in reference to the objectives of this study.
BA (Hons) International Hospitality Management
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