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Impacto da Confeção de Sala no grau de satisfação e intenção comportamental do cliente em restaurantes de hotéis de 5* em Lisboa: estudo de caso Altis Grand Hotel
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| 2.89 MB | Adobe PDF |
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Advisor(s)
Abstract(s)
A gastronomia é, atualmente, uma área tendencialmente digital e cada vez
mais automatizada. A pandemia veio intensificar ainda mais esta noção de mudança e
alteração de hábitos. No entanto, existem ainda restaurantes que optam por um tipo
de serviço mais clássico que privilegiam o requinte e o destaque do colaborador ao
serviço do cliente, o Restaurante Grill D. Fernando no Altis Grand Hotel em Lisboa
que possui o serviço de Confeção de Sala, é disso exemplo.
Atendendo à crescente escassez deste tipo de serviço, este estudo visa
analisar e quantificar os atributos que fazem dele parte e verificar se, através da
recolha de dados de clientes e respetiva análise de correlação dos seus atributos,
ainda existe espaço na gastronomia atual para um serviço deste tipo.
Apoiado na revisão literária realizada sobre este tema, o estudo de caso
apresentado permite, através de investigação aplicável, com abordagem de caráter
quantitativo e aspetos qualitativos, uma melhor compreensão da realidade do serviço
de Confeção de Sala num hotel de cinco estrelas em Lisboa. Contribui também para um
maior aprofundamento desta questão na realidade da gastronomia na hotelaria
portuguesa, proporcionando uma abordagem metodológica mais eficaz e prática que
permite uma melhor compreensão dos atributos que fazem parte deste tipo de serviço,
bem como, das correlações existentes entre eles. O uso do modelo de avaliação,
sentimento e satisfação de Mano & Oliver (1993) foi adaptado para esta pesquisa, pois
o modelo incluía a maioria dos conceitos a serem estudados na mesma. As hipóteses e
o fluxo do seu estudo forneceram muitas informações para este estudo, e parte do
desenho experimental e os inquéritos foram transferidos após adaptação a um ambiente
de restaurante.
Esta investigação permite não só testar a existência ou inexistência de
correlações entre familiaridade, satisfação e intenções comportamentais do cliente,
assim como, determinar e quantificar os atributos que fazem parte de cada um dos
construtos.
Gastronomy is currently an area that tends to be digital and increasingly automated. The pandemic has further intensified this notion of change and changing habits. However, there are still restaurants that opt for a more classic type of service that privilege the refinement and highlight of the employee in customer service, the Grill D. Fernando Restaurant at the Altis Grand Hotel in Lisbon, which has a Display Cooking Service, is the perfect example for this. Given the growing scarcity of this type of dining service, this investigation aims to analyse and quantify the attributes that make part of it and verify if, through the collection of customer data and the respective correlation analysis of its attributes, there is still room in the current gastronomy for a service of this kind. Based on the literature research carried out on this topic, the case study presented allows, through applicable research, with a quantitative approach and qualitative aspects, a better understanding of the reality of the Display Cooking Service in a five-star hotel in Lisbon. It also contributes to a deeper understanding of this issue in the reality of gastronomy in Portuguese hotels, providing a more effective and practical methodological approach that allows a better understanding of the attributes that are part of this type of service, as well as the correlations between them. The use of Mano & Oliver's (1993) evaluation, sentiment and satisfaction model was adapted for this research, as the model included most of the concepts to be studied in it. The hypotheses and flow of their study provided a lot of information for this study, and part of the experimental design and surveys were transferred after adaptation to a restaurant environment. This investigation allows not only to test the existence or inexistence of correlations between familiarity, satisfaction and behavioural intentions of the client, as well as to determine and quantify the attributes that are part of each of the constructs.
Gastronomy is currently an area that tends to be digital and increasingly automated. The pandemic has further intensified this notion of change and changing habits. However, there are still restaurants that opt for a more classic type of service that privilege the refinement and highlight of the employee in customer service, the Grill D. Fernando Restaurant at the Altis Grand Hotel in Lisbon, which has a Display Cooking Service, is the perfect example for this. Given the growing scarcity of this type of dining service, this investigation aims to analyse and quantify the attributes that make part of it and verify if, through the collection of customer data and the respective correlation analysis of its attributes, there is still room in the current gastronomy for a service of this kind. Based on the literature research carried out on this topic, the case study presented allows, through applicable research, with a quantitative approach and qualitative aspects, a better understanding of the reality of the Display Cooking Service in a five-star hotel in Lisbon. It also contributes to a deeper understanding of this issue in the reality of gastronomy in Portuguese hotels, providing a more effective and practical methodological approach that allows a better understanding of the attributes that are part of this type of service, as well as the correlations between them. The use of Mano & Oliver's (1993) evaluation, sentiment and satisfaction model was adapted for this research, as the model included most of the concepts to be studied in it. The hypotheses and flow of their study provided a lot of information for this study, and part of the experimental design and surveys were transferred after adaptation to a restaurant environment. This investigation allows not only to test the existence or inexistence of correlations between familiarity, satisfaction and behavioural intentions of the client, as well as to determine and quantify the attributes that are part of each of the constructs.
Description
Keywords
Confeção de Sala Gastronomia Familiaridade Satisfação e intenção comportamental Display Cooking Service Gastronomy Familiarity Satisfaction and behavioural intention