Quick Service Restaurants, Franchising, and Multi-Unit Chain Management

by Kwansa; Francis A

• ISBN13: 9780789017055
• ISBN10: 0789017059
• Edition: 1st
• Format: Nonspecific Binding
• Copyright: 2002-06-07
• Publisher: Routledge

Summary

Quick Service Restaurants, Franchising, and Multi-Unit Chain Management provides a multifaceted view on the one-hundred-billion-dollar industry with worldwide appeal. Quick-service restaurants (QSRs) have been the dominant segment of the food service industry since their inception in the 1920s. This book focuses on the QSR industry, its historical roots in America, consumer acceptance, management practices, international expansion, and co-branding opportunities. A nationwide survey of mature customers highlights the characteristics, unpleasant service experiences, and service requirements that diminish their satisfaction in QSRs. There is a chapter on airline food and what companies are doing to improve food quality and customer satisfaction. There are also chapters focusing on food safety, sanitation, and consumption trends. A case study of Billy Ingram and White Castle restaurants shows how hamburgers became a staple menu item in American restaurants.

Table of Contents

Foreword	xvii
The Restaurant Revolution-Growth, Change and Strategy in the International Foodservice Industry	1	(34)
Michael D. Olsen
Jinlin Zhao
Food Safety: A Public Crime	35	(30)
Kim Harris
Changing Food Consumption Patterns and Their Impact on the Quick Service Restaurant Industry	65	(16)
Sung-Pil Hahm
Mahmood A. Khan
Understanding Mature Customers in the Restaurant Business: Inferences from a Nationwide Survey	81	(18)
WonSeok Seo
Vivienne J. Wildes
Fred J. DeMicco
Consumer Attitude Toward Adding Quick-Service Foods to In-Flight Meals	99	(14)
Juline Mills
Joan Marie Clay
A Study of Factors Influencing Parental Patronage of Quick Service Restaurants	113	(10)
Lisa R. Kennon
Johnny Sue Reynolds
A REVIEW ARTICLE
White Castle: How Billy Ingram Made Hamburger ``The America's Choice''	123	(14)
Dave Hogan
Creating Consumer-Driven Demand Chains in Food Service	137	(18)
Roger D. Blackwell
Kristina S. Blackwell
The Restaurant Industry in China: Assessment of the Current Status and Future Opportunities	155	(18)
Jinlin Zhao
Lan Li
Impact of Mentoring and Empowerment on Employee Performance and Customer Satisfaction in Chain Restaurants	173	(22)
Jerrold Leong
Strategic Information Systems in the Quick Service Restaurant Industry: A Case Study Approach	195	(16)
Marsha Huber
Paul Pilmanis
A Conceptual Model for Quantifying the Effects of a New Entrant in a Competitive Restaurant Market	211	(14)
Radesh Palakurthi
Study of the Changing Role of Multi-Unit Managers in Quick Service Restaurant Segment	225	(14)
W. Terry Umbreit
An Exploratory Study of Determinant Factors for the Success of Chinese Quick Service Restaurant Chains	239	(24)
Sandy Changfeng Chen
John T. Bowen
Integrating ``My Fair Lady'' with Foodservice Management: A Theoretical Framework and Research Agenda	263	(40)
Dennis Reynolds
RESEARCH NOTES
Quick Service Chain Restaurant Managers: Temperament and Profitability	303	(18)
Nancy Swanger
Strategic Alliances: The Economics of Dual Branding in Restaurant Franchising	321	(12)
Yae Sock Roh
Cathrine Smestad
Index	333