Learning from a Premium Dining Restaurant to Implement a Delight Strategy in a Bar/Grill: Applying Experiential Learning

Bamber, D and Gransden, C.A. (2018) Learning from a Premium Dining Restaurant to Implement a Delight Strategy in a Bar/Grill: Applying Experiential Learning. In: Experiential Learning for Entrepreneurship. Palgrave Macmillan, pp. 165-183. ISBN 9783319900049

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Official URL: https://link.springer.com/chapter/10.1007/978-3-31...

Abstract

In the first phase of this research, aspects of service delight were identified in a UK premium casual dining restaurant chain, using mystery diner reports to identify ‘service episodes’. Skills required by different employees in the premium casual dining restaurant that enabled diners to experience service delight were identified. Then, in the second phase, a yearlong longitudinal study was carried out in the new bar grill in Liverpool City Centre. An experiential learning set met weekly and implemented business improvements in the newly opened city centre bar/grill. Phase two showed how the new business continually improved as a result of applying skills identified in phase one and implementing improvements following weekly reflections on real business encounters. The city bar/grill financial reports and position on trip advisor were analysed and showed the business had improved as a result of implementing improvements agreed by experiential learning sets.

Item Type: Book Section
Faculty / Department: Faculty of Arts & Humanities > Business School
Depositing User: Clay Gransden
Date Deposited: 10 Oct 2019 16:39
Last Modified: 10 Oct 2019 16:39
URI: http://hira.hope.ac.uk/id/eprint/2944

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