Using service blueprinting to analyze restaurant service efficiency

Cornell Hospitality Quarterly

Volumn 52, Issue 3, 2011, Pages 265-272

  Hummel, Emily ^a   Murphy, Kevin S ^a  

^a UNIVERSITY OF CENTRAL FLORIDA   (United States)

Author keywords

restaurant management; service blueprint; time and motion studies

Indexed keywords

EID: 79960290797     PISSN: 19389655     EISSN: None     Source Type: Journal    
DOI: 10.1177/1938965511410687     Document Type: Article

References (28)

1. Creswell J. W.Research design: Qualitative and quantitative approaches. Thousand Oaks, CA: Sage; 1994:.
2. Culinary Institute of America. Remarkable service. Hoboken, NJ: Wiley; 2001:.
3. Dossett R. J.Work-measured labor standards: The state of the art.Industrial Engineering. 1995;27 (4): 22.
4. Ebster C.,Wagner U.,Valis S.The effectiveness of verbal prompts on sales.Journal of Retailing and Consumer Services. 2006;13 (3): 169-76.
5. Fließ S.,Kleinaltenkamp M.Blueprinting the service company managing service process efficiently.Journal of Business Research. 2004;57 (4): 392-404.
6. Johnson M.J.,Masotti R. M.Suggestive selling by waitstaff in family-style restaurants: An experiment and multisetting observation.Journal of Organizational Behavior Management. 1990;11 (1): 35-54.
7. Kimes S. E.Developing a restaurant revenue-management strategy.Cornell Hotel and Restaurant Administration Quarterly. 1999a;40 (5): 18-29.
8. Kimes S. E.Implementation of restaurant revenue management: A five-step approach.Cornell Hotel and Restaurant Administration Quarterly. 1999b;40 (3): 15-22.
9. Kimes S. E.Restaurant revenue management: Implementation at Chevys Arrowhead.Cornell Hotel and Restaurant Administration Quarterly. 2004;45 (1): 52-67.
10. Kimes S. E.,Mutkoski S. A.The Express Guest Check: Saving Steps with Process Design.Cornell Hotel and Restaurant Administration Quarterly. 1989;30 (2): 21-25.
11. Kimes S. E.,Chase R. B.,Choi S.,Lee P. Y.,Ngonzi E. N.Restaurant revenue management: Applying yield management to the restaurant industry.Cornell Hotel and Restaurant Administration Quarterly. 1998;39 (3): 32-39.
12. Kizer R.,Bedner G.Suggestive selling equals success.NSSEA Essentials. 2007;:40-41.
13. Kopala M.,Suzuki L. A.Using qualitative methods in psychology. Thousand Oaks, CA: Sage; 1999:.
14. Leidner R.Fast food, fast talk: Service work and the routinization of everyday life. Berkeley: University of California Press; 1993:.
15. Lynn M. J.Tip levels and service: An update, extension, and reconciliation.Cornell Hotel and Restaurant Administration Quarterly. 2003;42:139-48.
16. Martinko M. J.,White J. D.,Hassell B.An operant analysis of prompting in a sales environment.Journal of Organizational Behavior Management. 1989;10 (1): 93-107.
17. Marvin B.Suggestive selling can be risky.The Restaurant Doctor. 1999; (June): 12-14.
18. McCarthy T.Secrets to suggestive selling.Lodging Hospitality. 1998 54;:18-21.
19. Mirman R.Performance management in sales organizations Handbook of organizational behavior management. Frederiksen L. W., ed. New York: John Wiley; 1982:427-75.
20. Noone B. M.,Kimes S. E.,Mattila A. S.,Wirtz J.The effect of meal pace on customer satisfaction: Analysis of restaurant management.Cornell Hotel and Restaurant Administration Quarterly. 2007;48 (3): 231-44.
21. Polonsky M. J.,Cameron H.,Halstead S.,Ratcliffe A.,Stilo P.,Watt G.Exploring companion selling: Does the situation affect customers' perceptions?.International Journal of Retail and Distribution Management. 2000;28 (1): 37-45.
22. Rosenberg J.Dictionary of retailing and merchandising. New York: John Wiley; 1995:.
23. Shostack G. L.Designing services that deliver.Harvard Business Review. 1984;62 (1): 133-39.
24. Sundbo J.The service economy: Standardisation or customization?.Service Industries Journal. 2002;22 (4): 93-116.
25. Trotter C.,Edmund L.Lessons in service. Berkeley, CA: Ten Speed Press; 2001:.
26. Williams C.,Buswell J.Service quality in leisure and tourism. Oxfordshire, UK: CABI; 2003:.
27. Zeithaml V. A.,Bitner M. J.Services marketing. 1st editionNew York: McGraw-Hill; 1996:.
28. Zeithaml V. A.,Bitner M. J.Services marketing. New York: McGraw-Hill; 2000:.