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2018 | OriginalPaper | Chapter

9. Learning from a Premium Dining Restaurant to Implement a Delight Strategy in a Bar/Grill: Applying Experiential Learning

Authors : David Bamber, Clay Gransden

Published in: Experiential Learning for Entrepreneurship

Publisher: Springer International Publishing

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Abstract

Episodes of service delight were identified in a UK premium casual dining restaurant chain using 408 mystery diner reports. Skills required in various jobs in the premium casual dining restaurants that promoted service delight were identified. In a second research phase, a yearlong study in a newly opened bar/grill in Liverpool used an experiential learning set that met weekly and implemented business improvements. Phase two showed how the new business continually improved as a result of applying specific skills identified in phase one and implementing improvements following weekly reflections by the learning set on real business encounters. The city bar/grill financial reports and position on TripAdvisor were analysed and showed the business continually improved as a result of putting the learning into action.

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Title: Learning from a Premium Dining Restaurant to Implement a Delight Strategy in a Bar/Grill: Applying Experiential Learning
Authors: David Bamber
Clay Gransden
Publisher: Springer International Publishing
Book: Experiential Learning for Entrepreneurship
Print ISBN: 978-3-319-90004-9

Electronic ISBN: 978-3-319-90005-6

Copyright Year: 2018
DOI: https://doi.org/10.1007/978-3-319-90005-6_9