Service, atmosphere and quality of restaurants in Bogotá. Comparative study of family business and non- family business

Authors

Keywords:

Restaurantes, desempeño, empresa familiar, servicio, ambiente, calidad, cliente

Abstract

The gastronomic industry takes great importance in the country since it is one of the main alternatives of entrepreneurship for many families. For this reason it was decided to research whether the performance of the family-own restaurants in the city of Bogotá and municipalities north of the capital, are better in terms of service environment and quality than non- family restaurants. To do this a service measuring instrument was designed. The instrument contains an evaluation Protocol that was explained to participants, prior to visit of the establishment. This last served as a reference for the quali cations of the mystery clients. With the quali cations a descriptive analysis was performed, nding that in Bogotá and its surroundings there are no signi cant differences in the observed variables between family-owned and non-family owned restaurants (traditional and gourmet). Differences in performance according to the geographical location were identi ed in the ndings of the analysis.

Downloads

Download data is not yet available.

Author Biographies

  • Jose? Bernardo Betancourt-Rami?rez, MBA, Universidad de La Salle

    MBA, Universidad Internacional Iberoamericana, Arecibo, Puerto Rico. MDEEF, Universidad de León, León, España. Administrador de Instituciones de Servicio, Universidad de La Sabana, Chía, Colombia. Miembro del grupo de investigación de empresa familiar, INALDE Business School, Universidad de La Sabana, Chía, Colombia. Profesor de cátedra de posgrados, Maestría en Administración, Facultad de Ciencias Administrativas y Contables, Universidad de La Salle

  • Luzangela Aldana de Vega, Master, Universidad de la Sabana, Chía

    Máster en Dirección Universitaria, Universidad de Los Andes, Bogotá, Colombia. Ingeniera Industrial de la Universidad de América. Miembro del grupo de investigación de Calidad y Servicio. Directora Maestría en Gerencia de Operaciones, Escuela Internacional de Ciencias Económicas y Administrativas, Universidad de la Sabana, Chía, Colombia.

  • Gonzalo Go?mez-Betancourt, PhD., Universidad de la Sabana, Chía

    Ph.D. en Management, Especialidad: Política de Empresa, Sub-especialidad: Empresa Familiar. IESE, Barcelona, España. MBA Executive, INALDE Business School, Universidad de la Sabana, Chía, Colombia. Profesor titular del Área de Política de Empresa y director del grupo de investigación de empresa familiar, INALDE Business School, Universidad de la Sabana, Chía, Colombia.

References

ALBRETCH, Karl. Todo al poder al cliente. España: Paidós, 1994.

ALDANA, Luzangela, VARGAS, Martha Elena y Calidad y Servicio Concepto y Herramientas. 2da Ed. Bogotá: Universidad de La Sabana – ECOE, 2011.

ALDANA, Luzangela. Apuntes de Clase. Área de Calidad, Servicio y Producción. Programa de Administración de Instituciones de Servicio. Bogotá: Universidad de La Sabana, 2010.

ARONOFF, Craig E. Megatrends in family business. En: Family Business Review. 1998. Vol. 11, no. 3, p. 181-186.

ASTRACHAN, Joseph H. and SHANKER, Melissa C. Family Businesses’ Contribution to the U.S. Economy: A Closer Look. En: Family Business Review. 2003. Vol. 16, no. 3, p. 211-219.

ANDERSON, Ronald and REEB, David. Founding-family ownership and rm performance: evidence from the S&P 500. In: Journal of Finance. 2003. Vol. 58, no. 3, p. 1301-1327.

BARNEY, Jay. Firm Resources and Sustained Competitive Advantage. In: Journal of Management. 1991. Vol. 17, no. 1, p. 99-120.

BERRY, Leonard, BENNET, David, and BROWN, Carter. Calidad de servicio, una ventaja estratégica para instituciones nancieras. Madrid: Díaz de Santos. 1989. 203 p.

CHAO, Pei. Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis. In: Service industries journal. 2008. Vol. 28, no. 1, p. 95-115.

CRONIN, Joseph y TAYLOR, Steven. Mesuring Service Quality: A Rexamination and Extension. In: Journal of Marketing. 1992. p. 55-68.

CROSBY, Philip B. La organización permanece exitosa. México: McGraw-Hill Interamericana S.A. de C.V. 1988.

CHRISMAN, James J., CHUA, Jess H. and SHARMA, Pramodita. Trends and theory in the development of a strategic management theory of the family rm. In: Entrepreneurship Theory and Practice. 2005. Vol. 29, no. 5, p. 555-576

DANE. Encuesta anual de servicios 2006. Boletín de prensa. Dic. 2008. [Citado 11 nov. 2010]. Disponible desde: http://www. dane.gov.co/files/investigaciones/boletines/eas/bolet_EAS_ temp_2006.pdf

DANIES, Rodolfo. Trabajo de estadística sobre sociedades de familia en Colombia. Bogotá: Superintendencia de Sociedades. 2005. p. 10.

DEMING, Edwards. Calidad, productividad y competitividad. La salida de la crisis. Madrid: Díaz de Santos. 1989.

DUQUE, Edison J. Revisión del concepto de calidad del servicio y sus modelos de medición. En: Innovar. Enero a Junio, 2005. p. 64-80.

EIGLIER, Pierre. y LANGEARD, Eric. Servucción. El marketing de servicios. Madrid: McGraw Hill. 1989.

GALLO, Miguel Á. La empresa familiar: textos y casos. Barcelona: Estudios y Ediciones IESE. 1995, p. XIII-XIV

GÉLINIER, Octave. Estrategia y Motivación. Barcelona: Civilización Ediciones. 1989.

GÓMEZ, Gonzalo, LÓPEZ, María P. y BETANCOURT, Jose. Estudio exploratorio sobre la in uencia de la visión familiar y la visión patrimonial en el crecimiento en ventas de la empresa familiar colombiana. En: Cuadernos de Administración. 2009. Vol. 22, no. 39, p. 163-190.

GÓMEZ-BETANCOURT, Gonzalo. Typologies of family business: A conceptual framework based on trust and strategic management. Family Business Casebook Annual 2004. 2004. p. 27-52.

GÓMEZ-BETANCOURT, Gonzalo. ¿Son iguales todas las empresas familiares?: caminos por recorrer. Madrid: Granica. 2005.

GRÖNROOS, Christian. An Applied Service Marketing Theory. In: European Journal of Marketing. 1982. Vol. 16, No. 7, p. 30–41.

GRÖNROOS, Christian. Service Quality: The Six Criteria of Good Service Quality. Review of Business. New York: St. John’s University Press. 1988.

GRÖNROOS, Christian. Marketing y gestión de servicios: la gestión de los momentos de la verdad y la competencia en los servicios. Madrid: Editorial Díaz de Santos. 1994.

GRÖNROOS, Christian. The perceived service quality concept – a mistake? Managing Service Quality. 2001. Vol. 11, no. 3, p. 150-152.

HABBERSHON, Timothy and PISTRUI, Joseph. Enterprising families domain: family-in uenced ownership groups in pursuit of transgenerational wealth. In: Family Business Review. 2002. Vol.15, no. 3, p. 223-238.

HABBERSHON, Timothy and WILLIAMS, Mary. A resource- based framework for assessing the strategic advantages of family rms. In: Family Business Review. 1999. Vol. 12, no. 1, p. 1–22.

HOROVITZ, Jacques. La calidad del servicio. Madrid: McGraw- Hill Interamericana. 1990.

IMAI, Masaaki. Cómo implementar el kaizen en el sitio de trabajo (Gemba). Bogotá: McGraw-Hill Interamericana. 1998.

INSTITUTO COLOMBIANO DE NORMALIZACIÓN Y CERTIFICACIÓN. Sistemas de gestión de la calidad: fundamentos y vocabulario. NTC-ISO 9000. Bogotá: ICONTEC, 2005.

JURAN, Joseph. Juran y la calidad por diseño. Madrid: Ediciones Diaz de Santos. 1990.

KOTLER, Philip y ARMSTRONG, Gary Fundamentos de Mercadotecnia. 11ra Ed. México: Prentice Hall. 1997.

LAMATA, Fernando Marketing Sanitario. Madrid: Editorial Diaz de Santos. 1987. 380 p.

LARREA, Pedro. Del Marketing a la estrategia. Madrid: Ed. Díaz de Santos. 1991. 274 p.

LE BRETON-MILLER, Isabelle and MILLER, Danny. Why do some family businesses outcompete?: Governance, long-term orientations, and sustainability capability. In: Entrepreneurship Theory and Practice. 2006. Vol. 30, no. 6, p. 731-746.

LIPPMAN, Steven and RUMELT, Richard. Uncertain Imitability: An analysis of Inter rm Differences in Ef ciency Under Competition. In: Bell Journal of Economics. 1982. Vol. 13, p. 418-438.

LOVELOCK, Christopher. Administración de Servicios. 4ta Ed. México: Pearson Education. 2004.

MCDANIEL, Carl y GATES, Roger. Marketing research essentials. Ohio: International Thomson Publishing. 1998.

MCGONAUGHY, D., WALKER, M. and HENDERSON, G. The impact of founding family control upon corporate ef ciency. Documento no publicado. University of Cincinnati. 1993.

MILLER, Danny. Firms’ technological resources and the performance effects on diversi cation: A longitudinal study. In: Strategic Management Journal. 2004. Vol. 25, no. 11, p. 1097- 1119.

NEUBAUER, Fred. and LANK, Alden. G. The family business: Its governance for sustainability. London: Macmillan Press. 1998.

PARASURAMAN, A., ZEITHAML, Valarie, and BERRY, Leonard. A Conceptual Model of Service Quality and its Implications for Future Research. In: Journal of Marketing. 1985. Vol. 49, no. 4, p. 41-50.

PARASURAMAN, A., ZEITHAML, Valarie, and BERRY, Leonard. SERVQUAL: a multiple-item scale for measuring consumer perceptions of services quality. In: Journal of Retailing. 1988. Vol. 64, no. 1, p. 12-40.

PUNTOS SUSPENSIVOS. Guía Visto Bueno Restaurantes Bogotá. Bogotá: Panamericana Formas e Impresos S.A. 2010.

RIVERA, Jaime, RODRÍGUEZ Miguel, y ROURE, Juan. Calidad: de nirla, medirla y gestionarla. Barcelona: IESE. 1997.

SCHOELL, Wiliam and IVY, Thomas. Marketing: Contemporary Concepts and Practices. Boston, MA: Allyn & Bacon, Incorporated. 1981. 685 p.

SIRMON, David and HITT, Michael. Managing resources: Linking unique resources, management, and wealth creation in family rms. In: Entrepreneurship Theory and Practice. 2003. Vol. 27, no. 4, p. 339-358.

STANTON, William, ETZEL, Michael and Walker, Bruce. Marketing. 11th Ed. NY: McGraw-Hill Education; 1996.

TSCHOHL, John. Alcanzando la excelencia del servicio. Ed. Diaz de Santos. 1994.

VAVRA, Terry. Cómo medir la satisfacción del cliente. Madrid: FC Editorial. 2002.

WERNERFELT, Birger. A Resource Based View of the Firm. In: Strategic Management Journal. 1984. Vol. 5, p. 171-180.

Downloads

Published

2014-06-30

Issue

Vol. 10 No. 2 (2014): Entramado

Section

Articles

How to Cite

Service, atmosphere and quality of restaurants in Bogotá. Comparative study of family business and non- family business. (2014). Entramado, 10(2), 60-74. https://revistas.unilibre.edu.co/index.php/entramado/article/view/5543

Similar Articles

1-10 of 95

You may also start an advanced similarity search for this article.