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
Full text not available from this repository.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 Business, Law and Criminology > Liverpool Hope Business School |
| Depositing User: | Clay Gransden |
| Date Deposited: | 10 Oct 2019 16:39 |
| Last Modified: | 10 Oct 2019 16:39 |
| URI: | https://hira.hope.ac.uk/id/eprint/2944 |
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