Using simulations in the optimisation of fast food service delivery

British Food Journal

Volumn 102, Issue 5-6, 2000, Pages 398-405

  Church, Ivor ^a   Newman, Andrew J ^b  

^a LEEDS METROPOLITAN UNIVERSITY   (United Kingdom)

^b Department of Textiles   (United Kingdom)

Author keywords

Customer loyalty; Customer profiling; Customer records; Databases; Loyalty cards

Indexed keywords

EID: 84986173163     PISSN: 0007070X     EISSN: None     Source Type: Journal    
DOI: 10.1108/00070700010329308     Document Type: Review

References (19)

1. Ball, S. (1992), “Fast food technology and systems of operation”, in Ball, S. (Ed.), Fast Food Operations and Their Management, Stanley Thornes, Cheltenham, pp. 65-82.
2. Bioa, C.J., Pegden, C.D. and Rosenshire, M. (1993), “Planning timely arrivals to a stochastic production or service system”, IIE Transactions, Vol. 25 No. 6, pp. 63-73.
3. Bruneel, H. (1993), “Performance of discrete time queuing systems”, Computers and Operations Research, Vol. 20 No. 3, pp. 15-26.
4. Corporate Intelligence on Retailing (1997), Fast Food in Europe: The Quick Service and System Catering Markets, Corporate Intelligence on Retailing, London.
5. Davis, M.M. and Heineke, J. (1994), “Understanding the roles of the customer and the operation for better queue management”, International Journal of Production & Operations Management, Vol. 14 No. 5, pp. 21-34.
6. Davis, M.M. and Heineke, J. (1998), “How disconfirmation, perception and actual times impact customer dissatisfaction”, International Journal of Services Industry Management, Vol. 9 No. 10, pp. 64-73.
7. Davis, M.M. and Maggard, M.J. (1990), “An analysis of customer satisfaction with waiting times in a two-stage service process”, Journal of Operations Management, Vol. 9 No. 3, pp. 324-34.
8. Davis, M.M. and Vollmann, T.E. (1990), “A framework for relating waiting time and customer satisfaction in a service operation”, The Journal of Services Marketing, Vol. 4 No. 1, pp. 61-9.
9. Dawes, J. and Rowley, J. (1996), “The waiting experience: towards service quality in the leisure industry”, International Journal of Contemporary Hospitality Management, Vol. 8 No. 1, pp. 16-21.
10. Donno, L. and Swart, W. (1981), “Simulation modelling improves operations, planning and productivity of fast food restaurants”, Interfaces, December, pp. 33-47.
11. Fitzsimmons, J.A. and Maurer, G.B. (1991), “A walk through audit to improve restaurant performance”, Cornell Hotel and Restaurant Administration Quarterly, Vol. 31 No. 4, pp. 94-9.
12. Haynes, P.J. (1990), “Hating to wait: managing the final service encounter”, Journal of Services Marketing, Vol. 4 No. 4, pp. 20-6.
13. Jones, P. and Dent, M. (1994), “Improving service: managing response time in hospitality operations”, International Journal of Operations & Production Management, Vol. 14 No. 5, pp. 52-8.
14. Lawson, F. (1994), Restaurant, Clubs and Bars. Planning, Design and Investment for Food Service Facilities, Butterworth Architecture, Oxford.
15. Maister, D. (1985), “The psychology of waiting lines”, in Czepiel, J., Solomon, M. and Surprenant, C. (Eds), The Service Encounter, Lexington Books, Lexington, MA, pp. 113-23.
16. Pickworth, J.R. (1988), “Service delivery systems in the food service industry”, International Journal of Hospitality Management, Vol. 7 No. 1, pp. 43-62.
17. Price, S. (1992), “Fast food provision in the UK”, in Ball, S. (Ed.), Fast Food Operations and Their Management, Stanley Thornes, Cheltenham, pp. 39-61.
18. Proctor, R.A. (1994), “Queues and the power of simulation: helping with business decisions and problems”, Management Decision, Vol. 32 No. 1, pp. 50-5.
19. Taylor, S. (1994), “Waiting for service: the relationship between delays and the evaluations of service”, Journal of Marketing, Vol. 54 No. 4, pp. 56-69.