Using Service Blueprinting to Analyze Restaurant Service Efficiency

Material TypeArticleLanguageEnglish
TitleUsing Service Blueprinting to Analyze Restaurant Service Efficiency Author(S)Emily Hummel (Author)
Abstract  A time and motion study of 152 transactions at six restaurants operated by a full-service casual chain in Florida illustrates the use of service blueprinting as a method for analyzing service process efficiency. At management’s request, the researchers conducted the time and motion study to observe the extent to which individual servers followed company-mandated policies and procedures, and how well those procedures worked. ...Paginationp 265-272
SubjectHome economicsDescriptorsHospitality industry
Journal TitleCornell Hospitality Quarterly  
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