WHAT EFFECT DOES THE AGE OF WAITING STAFF HAVE ON CUSTOMER SATISFACTION WITHIN A HOTEL RESTAURANT?
Author
Gamlin, Lauren
Date
2015Type
Thesis
Publisher
Cardiff Metropolitan University
Metadata
Show full item recordAbstract
This dissertation was set out with the aim to investigate whether age of waiting staff
affects the level of customer satisfaction during a restaurant meal experience. In
order to fulfil the aim a case study approach was adopted to conduct the research.
The case study hotel chosen was Bryn Meadows Golf, Hotel and Spa where the
researcher was employed. Therefore because of employment, an autoethnographic
approach was undertaken, this enabled the researcher to use their previous
experiences in order to gain another view by the which the researcher expanded on
when conducting research. The methodological tools that were used within this
dissertation in order to achieve the aims and objectives were three semi-structured
interviews with customers, three focus groups with nine members of staff and six
customers and direct observations in Bryn Meadows restaurant. The staff members
were also employed at Bryn Meadows.
In this dissertation, a literature review was conducted firstly, the methodological
tools have been explained and then used to gain results which have been analysed
and further discussed in order to draw conclusions.
Many conclusions were drawn from the results obtained. Firstly, customer
satisfaction was fully researched during this dissertation and understood that it is
one of the most important factors during the restaurant service. It is essential that all
efforts are made in order to increase customer satisfaction which in turn will
increase profits and staff morale. Training, confidence, experience and emotional
labour are all an integral part of giving great service and increasing satisfaction. Age
does have an effect on customer satisfaction but is more complex, the combination
of training, confidence, experience and emotional labour can be directly proportional
to the age of waiting staff therefore affecting the level of customer satisfaction
achieved.
Description
BA (Hons) International Hospitality Management
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