Title

Getting Guests To Work For You

Keywords

Advisory board; Customer co-production; Customer information; Restaurant management; SST; Word of mouth

Abstract

The authors discuss how managers can take a proactive approach to using guests to benefit foodservice operations. Applications of customer co-production, customers as marketers and customers as providers of information are investigated. Each area includes a review of relevant literature, examples from the foodservice industry and discussions on how managers can best utilize customers to produce benefits for the organization. The paper closes with a discussion on how employees must be managed to accommodate customer interaction in the service delivery system. © 2003 by The Haworth Press, Inc. All rights reserved.

Publication Date

9-8-2003

Publication Title

Journal of Foodservice Business Research

Volume

6

Issue

3

Number of Pages

37-53

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1300/J369v06n03_04

Socpus ID

37949018801 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/37949018801

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