Serviço, ambiente e qualidade de restaurantes em Bogotá. Estudo comparativo de empresas familiares e empresas não-familiares
Palavras-chave:
Restaurantes, desempeño, empresa familiar, servicio, ambiente, calidad, clienteResumo
A indústria da gastronomia ganha importância no país, pois é um dos alternativos importante do empreendimento para muitas famílias. Por esta razão, decidiuse investigar se o desempenho de restaurantes de propriedade familiar, na cidade de Bogotá e os municípios ao norte da capital, são melhores em termos de serviço, ambiente e qualidade, do que restaurantes não familiares. Para este efeito, foi projetado um instrumento de medição de serviços, que inclui um protocolo de avaliação que foi explicado aos participantes antes da visita ao local. Este último serviu de referência para aqualicação do cliente surpresa. Com as qualificações foi realizada uma análise descritiva, não encontrando diferenças significativas entre as variáveis observadas em restaurantes (tradicionais e gourmet) de propriedade familiar e não familiar, em Bogotá e arredores. Nos resultados das diferenças de análise de desempenho de acordo com a localização geográfica foram identificados.
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