基于服务蓝图法的餐厅收益管理时间控制策略研究

Research on Time Control Strategy of Restaurant Revenue Management Based on Service Blueprint Method

文章着眼于餐厅收益管理的时间控制策略,将服务蓝图法与时间控制相结合。通过问卷调研法获得顾客用餐感知数据,研究时间控制在餐厅收益管理中的应用,在服务蓝图的不同服务过程的基础上建立时间控制的策略框架,并针对框架的六个区间提出对应策略。研究发现:一是顾客性别与期望就餐时间、感知较长和较短的就餐时间显著相关;二是就餐频率与顾客能接受的最长等待时间相关;三是顾客感知的用餐时间无差异点有较大差异性。

The article focuses on the time control strategy of restaurant revenue management,combines the service blueprint method with time control,obtains customer's dining perception data through questionnaire survey,studies the application of time control in restaurant revenue management.Establish a time-controlled strategic framework based on the different service processes of the service blueprint,and propose corresponding strategies for the six intervals of the framework.The research shows:1.The gender of the customer is significantly related to the expected meal time,the perceived length and the shorter meal time;2.The frequency of eating is related to the maximum waiting time that the customer can accept;3.There is a big difference in the difference in the meal time perceived by the customer.