The catering cycle
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The catering cycle

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The catering cycle

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1. The catering cycle

3. Three systems in food and beverage operations

4. Operations hierarchy

5. Dimensions of the hospitality industry?s product Intangibility Perishability Simultaneous production and consumption Ease of duplication Heterogeneity Variability of output Difficulty of comparison

6. Customer satisfactions Physiological needs Economic needs Social needs Psychological needs Convenience needs

7. Customer dissatisfactions Controllable by the establishment e.g. scruffy, unhelpful staff, cramped conditions Uncontrollable e.g. behaviour of other customers, the weather, transport problems

8. Reasons for eating out Convenience Variety Labour Status Culture / tradition Impulse No choice

9. Meal experience factors Food and drink on offer Level of service Level of cleanliness and hygiene Perceived value for money and price Atmosphere of the establishment

10. PESTLE factors P Political E Economic S Socio-cultural T Technological L Legal E Ecological

11. The five competitive forces

12. European Foundation for Quality Management Excellence Model

13. Customer service versus resource productivity

14. Integrated Service Quality Management Model


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