Exploratory Study on Customer-Oriented Service Contact Elements in Foodservice Industry

The purpose of this study was to provide preliminary data for competitive dominance in an institutional foodservice environment. Data were collected from 85 experts and practitioners on customer-oriented service contact elements and contact fields in the foodservice industry. PASW Statistics ver.18 and MS Excel were used for data analysis. From the pilot study, 67 service contact-elements were derived. Contribution rate analysis and frequency analysis in each contact field were performed in order to categorize four factors, including environment-oriented contact, product-oriented contact, service-oriented contact, and image-oriented contact fields. Thirty three contact elements were derived, and environment-oriented contact consisted of eight contact-elements (cleanliness of restaurant/kitchen, etc.), product-oriented contact consisted of twelve contact-elements (food taste, etc.), service-oriented contact consisted of seven contact-elements (service quality, etc.), and image-oriented contact consisted of six contact-elements (image/reputation, etc.). The results of study will be useful to develop an effective marketing program for competitive dominance in an competitive foodservice industry environment.

Perceived Performance of Sanitary Management of School Food Service Managers in the Seoul Area / 대한지역사회영양학회지

Seven constructs of sanitary management :time temperature, storage, cross-contamination, personal hygiene, equipment facility and documentation management were evaluated to investigate the perceived performance of sanitary management for school food service managers, Using a four-part questionnaire containing the seven constructs of sanitary management HACCP program, demographic information and characteristics of food service facilities participants rated their self-perceptions regarding sanitary management. Of the 550 possible respondents, 248(45.1%) completed the study. For the perceived sanitary manage-ment variables, the participants rated them between 2.66 and 4.16(5-point Likert scale). Temperature management presented the lowest performances while storage management showed the highest. The number of years of work experience of the food service managers and the serving location correlated significantly to sanitary management variables. Documentation management was also highly correlated to the other sanitary management constructs. The respondents ranked the managers leadership and professional knowledge regrading HACCP as most important, followed by the facilitys supporting equipment and human resources second, to successfully implement the HACCP system at the school food service facilites, Awareness of this study indicating low performance on temperature management suggests an active training program is needed for sanitary management of school food service.