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2018 | OriginalPaper | Buchkapitel

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

verfasst von : David Bamber, Clay Gransden

Erschienen in: Experiential Learning for Entrepreneurship

Verlag: 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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Vorheriges Kapitel Experiential Learning in Entrepreneurial Families: Lessons from Mexico

Nächstes Kapitel Do Intrapreneurs Learn by Doing?

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Titel: Learning from a Premium Dining Restaurant to Implement a Delight Strategy in a Bar/Grill: Applying Experiential Learning
verfasst von: David Bamber
Clay Gransden
Verlag: Springer International Publishing
Buch: Experiential Learning for Entrepreneurship
Print ISBN: 978-3-319-90004-9

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

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