Measuring the Dining Experience: The Case of Vita Nova
Loading...
No Access Until
Permanent Link(s)
Collections
Other Titles
Authors
Abstract
The considerable penetration of computers and internet connections makes it feasible to use electronic surveys to determine whether restaurant guests are satisfied with their meals. As demonstrated by the proprietary software in this case study, electronic surveys can provide rapid and effective feedback regarding guests’ assessment of food and service. Beyond that, correctly designed electronic surveys can gauge customers’ loyalty to a restaurant and raise warning signals when something is amiss. The demonstration takes place in Vita Nova, which is the teaching restaurant at the University of Delaware. Open only during academic terms, Vita Nova was expressly designed to teach restaurant students. Results of the survey showed that guests at this restaurant were highly satisfied and remarkably loyal, as calculated by a new measure, the Loyalty Power Index. This case study underscores the value of customer surveys in ensuring customer satisfaction.
Journal / Series
Volume & Issue
Description
Sponsorship
Date Issued
2009-02-01
Publisher
Keywords
Cornell; tools; case studies; dining; restaurants; guest satisfaction; customer surveys
Location
Effective Date
Expiration Date
Sector
Employer
Union
Union Local
NAICS
Number of Workers
Committee Chair
Committee Co-Chair
Committee Member
Degree Discipline
Degree Name
Degree Level
Related Version
Related DOI
Related To
Related Part
Based on Related Item
Has Other Format(s)
Part of Related Item
Related To
Related Publication(s)
Link(s) to Related Publication(s)
References
Link(s) to Reference(s)
Previously Published As
Government Document
ISBN
ISMN
ISSN
Other Identifiers
Rights
Required Publisher Statement: © Cornell University. This report may not be reproduced or distributed without the express permission of the publisher.
Rights URI
Types
article