南澳大学论文代写:Benihana

Benihana的概念是基于一个真实的日本的气氛。使用美国食品最爱(鸡肉、牛排等)结合“hibatchi”方法的表现让这家餐厅非常与众不同(震荡波,2004)。Glushko和塔巴(2008)状态,服务管理和设计的成功取决于员工和客户之间的互动。因此“服务体验”的质量依赖于“舞台前沿”活动显示在一个餐厅。此外,弗雷(2006)补充说,“行可见性”因素,区分“前台”和“后台”(附录3)。如果Benihana是比较麦当劳和美食餐厅服务遇到会非常不同(附录4)(弗雷,2006)。对于麦当劳的可见性的“舞台前沿”是非常小的,取决于等待线和自助服务,而所有的生产线发生后面的阶段,因此客户的经验非常有限(出处同上)。客户的经验在一个美食餐厅之间有一个平衡的“舞台前沿”,餐厅的经验,和“kitchen-backstage-area”(同前)。这两个相比,Benihana增强顾客把厨师的经验作为一个表演者和拥有不同的生产线服务(出处同上)。前阶段是最大的部分操作,厨师烹饪和服务盘子一起服务员,而厨房准备是一个很小的一部分的过程(震荡波,2004)。这不同的概念增加客户满意度:9

如图2所示,客户满意度被评为优秀,这意味着Benihana服务理念是成功的。为了进一步发展这方面的业务,Benihana还开发了其他几个概念与他们的设计,他们的酒吧和客户批处理组,将进一步讨论在3.2.2章Benihana餐厅设计。10

南澳大学论文代写:Benihana

Benihana’s concept is based on an authentic Japanese atmosphere. The use of American food favourites (chicken, steak, etc.) combined with the “hibatchi” method of presentation makes this restaurant very different from others (Sasser, 2004). Glushko and Tabas (2008) state that service management and design success depend on the interaction between employees and customers. Thus the quality of the “service experience” relies on the “front stage” activities displayed in a restaurant. Furthermore, Frei (2006) adds that the “line of visibility” is the factor that separates “the front stage” and the “back stage” (Appendix 3). If Benihana was to compare with a McDonalds and a Gourmet Restaurant the service encounters would be very different (Appendix 4) (Frei, 2006). In the case of McDonalds the line of visibility for the “front-stage” is very small and depends on waiting lines and self-service, whereas all the production lines occur in the back stage, thus the customer’s experience is very limited (ibid.). A customer’s experience in a gourmet restaurant has a balance between the “front-stage”, dining room experience, and the “kitchen-backstage-area” (ibid.). Compared to both of these, Benihana enhances the experience of their customers by treating the chef as a showman and having a different production line to service (ibid.). The front stage is the largest part of the operations with the chef cooking and serving the dishes together with the waiter, whereas the kitchen preparation is a very small part of their process (Sasser, 2004). This different concept increases customer satisfaction: 9

As seen in Figure 2, customer satisfaction is rated as excellent, which implies that the Benihana service concept is successful. In order to further develop this aspect of their business, Benihana also developed several other concepts in relation to their design, their bar and their customer batching in groups, which will be further discussed in Chapter 3.2.2 Benihana’s Restaurant Design. 10