Service Quality Management in Catering Industry

by

Table of Contents

1) Introduction1

2) Aims and Objectives3

3) Literature Review4

Employee Attitudes4

Survey of Catering Industry5

Managing Employees5

Service Quality in Catering Industry6

Measurement of Service Quality7

Role of Perceptions and Attitude in Determining the Service Quality8

Customer Attitude towards Hotels9

Hotels Services9

Effectiveness of Good Customer Service Management9

4) Research Design11

Research Philosophy11

Research Approach11

Data Collection Method12

Ethical Consideration12

5) Gantt Chart13

6) Data Analysis14

7) Anticipated Result15

8) References16

1) Introduction

Food industry is one of the most competitive industries in the UK. The Catering business is also experiencing competition in the UK. The Catering Industry is growing at a rapid pace throughout the world. It no longer remains a household affair where a mom used to cook for her children and husband in whatever ways possible. The industry has grown manifolds and has become one of the chief industrial and business segments of the world. The industry of Catering earns annual revenues of more than a trillion dollars and has been the focus of economic activities throughout the globe. While the importance of Catering's hygienic preparation and consumption has gained substantial importance in recent times, different production and service systems relating to the same industry has been devised to incorporate health food production and distribution practices that can result in nutrition and health of every consumer. The catering industry has been the mainstay in any country's economy. Whether it is the genetic and bio tech companies, chemical and pesticide firms, restaurants, hotels, inns, or even supermarkets like Kroger, Costco and Wal-Mart; each industry and business segment revolves around Caterings (Wang, 2011, pp. 119-129).

If we take a look on the global agricultural scene, we will find out that about 200 million metric tons of grains and 400 million metric tons of meat are being produced. These raw materials are then processed in the Catering factories and finally their marketing and merchandizing takes place. In this process a variety of foods and beverages are produced. Like any other industry, technological advances have transformed the look of food industries and brought changes in the way the food is produced, processed, packaged, transported, purchased and cooked. Methods have been successfully devised to reduce the wastage and spoilage of foods and beverages and technologies like refrigerated containers and modern means of transportation have significantly helped in preserving the desired quality of Catering for the end-consumer. Moreover, globalisation has extended the reach of food industries to a dozen other countries and has led to the formation of many multinational and international food processing chains (Littler and Melanthiou, 2006, pp. 431-443).

The Catering industry encompasses a wide variety of markets. From local food producers to international managers, markets vary dramatically depending on the company. For many Catering companies with complex supply chain systems, international pressures and regulations are important to keep apprised of and are key contributors to the decision making process. As business progresses into the 21st century, some international leaders are beginning to develop packaging regulations to reduce material consumption and waste generation (Benítez, 2007, pp. 544-555).

The catering industry is remarkably diverse and ...