1. The catering cycle
Figure 1.1
After Cracknell et al. 2000

2. Comparison of traditional and systems approaches
Table 1.1
Source: Records and Glennie (1991)

3. Three systems in food and beverage operations
Customer process
Service sequence
Food production
Arriving
Leaving
Preparation for service
Clearing after service
Purchasing

4. Operations hierarchy
Table 1.2

5. Dimensions of the hospitality industry’s product
Intangibility
Perishability
Simultaneous production and consumption
Ease of duplication
Heterogeneity
Variability of output
Difficulty of comparison

6. Customer satisfactions
Physiological needs
Economic needs
Social needs
Psychological needs
Convenience needs

7. Customer dissatisfactions
Controllable by the establishment e.g. scruffy, unhelpful staff, cramped conditions
Uncontrollable e.g. behaviour of other customers, the weather, transport problems

8. Reasons for eating out Convenience Variety Labour Status
Culture / tradition
Impulse
No choice

9. Meal experience factors
Food and drink on offer
Level of service
Level of cleanliness and hygiene
Perceived value for money and price
Atmosphere of the establishment

10. PESTLE factors P Political E Economic S Socio-cultural T Technological
L Legal
E Ecological

11. The five competitive forces
Figure 1.4  
Adapted with the permission of The Free Press, a Division of Simon & Schuster, Inc., from Competitive Advantage: Creating and Sustaining Superior Performance by Michael E. Porter. Copyright © 1985, 1998 by Michael E. Porter

12. European Foundation for Quality Management Excellence Model
Figure 1.6  
Adapted from EFQM, 1999

13. Customer service versus resource productivity
Customer service Resource productivity
Figure 1.7

14. Integrated Service Quality Management Model
Figure 1.8