Successful Management Strategies of Global Foodservice Companies

Yoo, Sanghun,Lee, Sanghyeop 경성대학교 산업개발연구소 2023 산업혁신연구 Vol.39 No.4

The purpose of this study is to comprehensively and objectively analyze the success factors of food service companies. It also aims to reduce the probability of failure by accurately identifying the services and products that customers want from food service companies. Since consumers who use food service companies were found to be sensitive to the taste and service of food, it was found that food service companies need to create various strategies to improve consumer satisfaction. The opinions of a total of 13 interviewees are summarized as follows: Food service companies have been shown to offer discount coupons or free food to improve consumers' satisfaction, and consumers are positively aware of these services. In addition, food service companies have been shown to use various methods to promote the brand to consumers, which is effective for consumers to recognize new menus or brands. Food service companies are trying to inform consumers of their products or services, as consumers have been shown to select attractive brands among numerous food service companies. Since consumers make recommendations to people around them or share their opinions on the Internet after visiting a food service company, it is important to improve their satisfaction. In order for food service companies to operate successfully, it is essential to accurately identify and provide what consumers want. Therefore, this study aims to help food service companies continue to survive and is expected to be useful for understanding consumers' purchasing behavior.

외식기업 인터넷 웹사이트의 평가에 관한 연구

김기홍,최상수 국제e-비즈니스학회 2006 e-비즈니스 연구 Vol.7 No.5

Since adopted in the Food service industry the internet technology has rapidly changed Food service business environment. Traditional marketing tools such as location, size, price, and distribution channel may loose their relative importance in the era of information technology which is equipped with high speed of information transaction. The business trend driven by internet will offer not only a treat but a opportunity to the hospitality firms. To cope with consumers' needs most of Food service firms deliver products and services information to their potential customers through the web sites. The internet marketing with web sites now has been a very crucial marketing strategy in the Food service industry. With understanding the importance of internet marketing, this study executed to find out how internet users evaluate the web sites of Food service firms. The study was done with the prepositions that internet users(potential hotel customers) evaluate the hotel web sites with some determinants. The determinants used this study were user interface, variety of information, on-line reservation, and customer service. The first three of them were borrowed from Wan's research and the customer service one was added by the researcher. The study was done with the hypothesis that internet users' evaluation of hotel web sites would be differed depending on the location, ownership, and guest service type of Food service industry. The study found that location, guest type are loosing their strategical importances in the internet marketing. However, ownership are still favorable marketing tools with the internet. The study also found that the location gap between metropolitan and Busan Food service industry is decreasing, and the chance of attracting potential customers will be evenly offered to the two type of Food service industry in the internet oriented business environment. 본 연구는 웹사이트 내용분석을 실시하여 국내 외식기업에서 운영하고 있는 웹사이트에 대한 인터넷 이용자들의 평가를 알아보고, 그 평가에 영향을 미치는 중요한 요인들을 실증 분석하였다. 연구의 결과 외식기업의 위치에 따른 사용자의 외식기업 웹사이트에 대한 평가도 오프라인(off-line) 보다는 차이가 줄고 있음을 알 수 있다. 위치에 따른 사용자 인터페이스는 서울과 지방간의 격차가 없고, 오히려 부산의 외식기업 웹사이트가 서울에 위치한 외식기업의 웹사이트보다 인터페이스의 면에서 더 높은 평가 점수를 받고 있다. 또한 고객에 제공하는 정보에 있어서도 유의한 차이가 나지 않음을 볼 수 있는데 이는 인터넷을 통하여 지방 외식기업들도 서울의 외식기업들과 동등하게 경쟁 할 수 있는 기회가 많아 질수 있다고 사료된다. 외식기업의 경영방식이나 기업유형에 있어서는 대부분 인터넷 평가요인들에 유의한 차이를 보이고 있는데 이는 인터넷을 이용하면 서울에 위치한 외식기업과 지방에 위치한 외식기업간의 차이는 어느 정도 극복 되었다고 볼 수 있다. 지방 외식기업들은 온라인상에서 위치에 의하여 기인되는 전략적 약점이 앞으로 지속적으로 해소될 것이기 때문에 좀 더 많은 인터넷을 통한 마케팅 노력이 양질의 정보제공, 온라인 예약 시스템의 도입과 활용, 적극적인 고객과의 의사소통과 같은 고객서비스 부문에 더 많은 중점을 두어야 할 것이다.

IPA 방법을 이용한 외식사업체 서비스품질 향상 방안에 관한 연구

권동극 대한관광경영학회 2011 觀光硏究 Vol.26 No.1

우리나라 외식사업체의 서비스품질 향상과 외식사업체 유형별 소비자을 위한 실질적 기여를 목적으로 외식사업체의 서비스품질을 향상시키는 방안을 도출해 내기 위하여 IPA 기법을 적용하여 연구를 수행하였으며, 현재 실행되고 있는 외식사업체의 서비스품질에 대하여 그 가치를 어떻게 평가하고 있으며, 외식 서비스품질의 중요도는 무엇이며, 성취도에서 만족하는 요소는 무엇인가를 분석하고자 하였다. 이 연구에서는 명확하게 서비스품질 향상을 위하여 개선이 필요한 서비스품질 변수들이 명확하게 IPA매트릭스에 표시되어 IPA기법이 유용함을 알 수 있었다. 연구를 통해 얻은 결론은 3사분면(점진적 개선)에 속하는 외식서비스품질 요소들은 음식메뉴의 독창성 및 전문성-고객요구 대응, 주방의 공개 정도, 실내분위기와 안락함-조명/색상/의자/테이블 등, 내부 공간의 여유로움-면적, 규모 등, 좌석 배치 및 동선의 적절함, 대기실의 확보 여부, 장애인 위한 시설 보유, 유아를 위한 시설 보유, 건물 외관의 매력도 등으로 나타났으며, 점진적 개선되어야 할 것으로 분석 되었다. 이와 같은 전반적 외식사업체의 서비스품질 향상을 위한 연구 결과로서 향후 고객들의 만족도를 높이기 위해서는 3사분면에 속하는 서비스품질 요소에 대해 품질 향상을 위한 예산 투입 등 순차적으로 개선이 필요하다 하겠다. 본 논문에는 IPA 분석을 통하여 어떤 부분에 역량을 집중할 것인가와 지속적으로 관리가 필요한 부분 등을 외식사업체별 서비스품질의 속성을 도출하여 비교할 수 있었다. 이에 기대 효과는 얻을 수 있었지만 보다 서비스품질 개선을 위한 다른 연구방법 등이 필요하다. 또한 표본의 선정과 크기에 한계가 있었다. 외식사업체의 서비스품질을 보다 향상 시킬수 있는 후속연구를 기대한다. This study was made to develop a plan that improve the service quality in the food industry for the purpose of the improvement of the service quality in the food industry in Korea and its actual contribution to the types of customers in the food industry by applying the IPA technique. This study also analyzed how the customer evaluated the quality of service provided in the present food industry, what the significance of the service quality was, and what the factor that meets the attainment was. this study recognized that the IPA matrix was useful to improve the service quality as the variables of service-quality needed the improvement was definitely marked on the IPA matrix. This study came to a conclusion that the service-quality factors that belonged to the quadrant III (from low priority) were the originality of a menu, the professionalism, the response to the request of a customer, the level of a kitchen opening, the interior atmosphere and a comfortableness, a light/a color/the chairs, the tables, the capacity of the interior space, the arrangement of chairs, the moving-line efficiency, the maintenance of a lobby, and the facility for the handicapped and young children, the attraction of a building exterior. The study also concluded that these service-quality factors should gradually be improved. The result of study on the improvement of the service quality in the whole food industry suggested that the improvement like the investment in the service quality factors that belonged to the quadrant III should be made to meet the satisfaction of customers in the future. As the service satisfaction is low In spite that it is an attribute that the consumers belonging to quardrant IV (concentrate here) think significant, the service quality factor that requires intensive improvement was not shown on this study. This study compared which part the capacity should be focused on by the IPA analysis with the part needed for the continuous maintenance by drawing the properties of the service quality classified by the food industry. The further method is needed to improve the service quality, even if expected effectiveness was obtained. There was the limit in the selection and size of the sample. The follow-up study is expected to improve the service quality in the food industry more than now.

외식업서비스 이미지 결정 요인 평가 분석

양만규(Yang, Man-Kyu) 한국문화관광학회 2008 문화관광연구 Vol.10 No.2

This study is focused on the image benefit cost criterion value and the pure image benefit score, of the food service of local franchised V, T, and O industry through the theories and factor-analyses of food service. To accomplish the aim of this study, theoretical and positive research methods have been carried out side by side. The steps of food service image decision projects for the activating of identification on food service have been examined through theories and positive analyses. As the results, ‘the image of menu service’ appears to be the most effectual factor on the pure image benefit score, which is the priority order of the project planning for the food service image marketing of Jeonju area. And on the image benefit cost criterion value, for V industry ‘the image of managemental service system’, for T industry ‘the image of approachability’, and for O industry ‘the service of internal surroundings’, is the most effectual factor. On the other hand, this study shows that V industry manages its image of food service most effectual with 1.7 billion won, T industry with 96 million won, O industry with 7.2 million won, on the image marketing strategy of food service.

한 외식 전문지 기자의 외식산업 초기 과정 이해에 대한 자문화기술지

최동주 한국외식경영학회 2022 외식경영연구 Vol.25 No.6

This study is an autoethnography in which ‘I’, who worked as a reporter in a food service journal as the first work life, depicted the birth and development of the domestic food service industry and stories of the field of restaurants. In this article, I tried to vividly reproduce the culture of the food service industry that I saw and experienced in the journal, and I expect readers to understand the attributes and reality of the food service industry through my autobiographical stories. I divided my experience into three stages. In the first stage, 'time of adaptation', I focused on the difficulties for a non-major to write about food service and in the second stage, 'time of discovery', I focused on a story about my search for a field in which I can be interested and immersed in an awkward environment. Finally, in the third stage, 'time of alternatives', I focused on the 'meaning of the 1988 Olympics', 'meanings contained in the food service industry', and 'insight into food service obtained through observation.' I expect that readers will gain an insight to connect the unique situation of the food service industry to the future through the understanding of the situation. 본 연구는 한 외식 저널에 기자로 첫 직장생활을 했던 ‘나’가 국내 외식산업의 태동과 발전 그리고 외식업체 현장 이야기를 그린 자문화기술지이다. 나는 이 글에서 내가 잡지사에서 보고 겪은 외식업계의 문화를 생생하게 재현하고자 했고, 독자들은 나의 자전적 이야기를 통해 외식산업이 처한 속성과 실태를 이해하게 되기를 기대한다. 나는 나의 경험을 세 단계로 나누어서 첫 번째, ‘적응의 시간’에서는 비전공자가 외식 관련 글을 써야 하는 고충을, 두 번째 ‘발견의 시간’에서는 어색한 환경에서 내가 흥미를 느끼고 몰입할 수 있는 분야를 찾아 나선 이야기를, 마지막으로 ‘대안의 시간’에서는 저널 근무를 통해 얻어진 ‘88올림픽의 의미’, ‘요식업에 담긴 뜻’, ‘관찰을 통해 발견한 외식 통찰력’을 집중적으로 이야기하였다. 나는 독자들이 외식업의 독특한 상황에 대한 이해를 통해 이를 미래로 연결할 수 있는 혜안을 얻게 되기를 기대한다.

외식산업 프랜차이즈 활성화 방안에 관한 연구

김원규(Kim, Weon-Gyu) 국제관광산업학회 2014 국제관광산업연구 Vol.7 No.1

Food service industry is an industry that fulfills the basic need of human and is getting more important in the national economy with economic development. Franchise industry has been seeing greater advancement with income growth, cultural exchange, pursuit of convenience, improvement of service, and experimental economy. It can be also combined with manufacturing, distribution, and service industry. In the era of internationalization and globalization, franchise system is playing the role of improving distribution system and co-logistics system. But the importance of franchise industry is not recognized proportionally. In spite of high success rate of setting up a franchise, preliminary founders are experiencing failure due to unfair practices of improperly-run franchise headquarters. This study aims to suggest strategies to activate franchise industry through analyzing current problems and searching for answers to them. In order to attain the objective, previous studies and government policies on franchise industry were reviewed and examined. Following are the strategies drawn from the examination. First, it is required to co-work to activate franchise industry and promote consumption of domestic food materials through connecting food franchises and community farmers. Second, systematic support is needed for food service franchises to enter the global market such as training professionals, providing information and consulting services. Third, Improving management and establishing infrastructure of food service industry are necessary to prevent reckless opening and closing food service business.

Framing Instead of Solving: Approaching the Wicked problem of Restaurant Food Waste through Service Design Research

THAMJAMRASSRI PUNYOTAI,이건표,이용기 서비스사이언스학회 2022 서비스연구 Vol.12 No.3

The hospitality and food service sector is the food sector that generates the most food waste. To deliver a more sustainable service, the food service industry needs to understand and reduce customer plate waste, which is mostly avoidable. Several studies have investigated the drivers of plate waste behaviors and proposed mitigations. However, service designers need actionable insights that inspire innovative solutions. The goals of this study are twofold. The first goal is to identify factors influencing young consumers’food waste behavior in restaurants. The second goal is to frame food waste challenges as design opportunities for service designers. A photo diary was conducted with 10 Korean university students. Participants took before and after photos of two meals and fill out questionnaires. The questions include personal background, considerations when choosing a meal, satisfaction with the meal, and reasons for leaving food. Both qualitative and quantitative data were collected and analyzed. The results suggest that lack of awareness and control are the key drivers of leftovers. The food waste problem is framed into “How Might We” design opportunities for service design. Interventions should focus on improving communication with oneself, dining partners, and restaurants. The paper contributes by demonstrating the service design research approach to framing wicked problems with the example of restaurant food waste.

IMF 이후 국내 외식 산업의 현황과 발전방향에 관한 연구 : Current status and further implications

김상진 경복대학 2000 京福論叢 Vol.4 No.-

음식문화는 그 나라의 사회경제적인 환경을 판단할 수 있는 좋은 지표가 되며 소득수준과 직결된다. 우리 나라의 외식산업은 97년 말 IMF 체제이후 우리 사회 전체가 그러했듯 엄청난 시련을 겪어야만 했다. 하지만 급격한 변화로 어려움은 있었지만 외식업계의 거품을 제거하는 계기가 되었으며 부실한 외식업체들을 정리하는 기간이었다. 지난 세기 동안 외식업계는 매출중심의 경영에만 치중하여 내실 있는 경영에 소홀한 점이 많았으며 그후 원가 절감의 개념을 가진 이익중심의 경영으로 변화하였다. 21세기를 맞이한 오늘날 고객의 요구가 다변화하고 상품의 고급화추구로 이익 중심의 경영에서 고객가치중심의 경영으로 변화하고 있다. 본 연구는 전반적인 외식업계의 현황을 살펴보고 지금까지 외식업계의 문제점에 대한 개선방향과 21세기 외식 업계가 걸어가야 할 새로운 방향을 제시하고자 하였다. Not only is a nation's culinary culture an effective tool for measuring its socioeconomic environment, it is also closely interrelated with a nation's personal income. As such continuous study into the food service industry, as an important socioeconomic factor, is important in understanding the changes and current condition of a nation. The Korean food service industry, like most other elements of Korean economy, was drastically effected by the recent Asian financial crisis. However, despite obvious difficulties the crisis was not entirely detrimental to the industry in that it played the role of a catalyst for much needed restructuring of the industry. During the past century, the primary driving force behind the food service industry was the achievement of outwardly growth through increased sales. Base line profits, including BEP(Break Even Point) requirements were consistently sacrificed for such growth. The 1997 financial crisis in turn finally forced the Korean food service industry to face the profit conundrum, enabling many prominent firms to employ cost saving tools in return. The 21st century promises further changes. The diversification of consumer needs and their movements towards higher quality promises to change the situation even further. Simple profit based strategies are quickly become obsolete in the face of consumer satisfaction based corporate strategies, namely CRM(Customer Relationship Marketing) and permission marketing. The purpose of this paper in turn is based upon looking at the current situation of the Korean food service industry ; by providing insight into the current status of the service, identifying key problems and possible solutions and in conclusion providing direction for the industry in the dynamic new millenium.

메가트렌드 분석을 통해 예측한 외식상품의 미래

마정아(Ma, Jeong-A),손미희(Son, Mi-Hee),조현영(Cho, Hyun-Young),김종근(Kim, Jong-Keun) 한국상품학회 2012 商品學硏究 Vol.30 No.3

소득수준이 향상되고 여성의 사회진출이 증가하면서 외식에 대한 중요성이 빠르게 확대되고 있다. 연간 약 70조에 이르는 거대 산업으로 성장하면서 미래 외식산업의 잠재력은 쉽게 판단되지 않을 정도이며 미래 사회, 문화 및 기술발전이 밑바탕이 되어 외식산업의 성장가능성은 무궁무진하다. 하지만 이토록 외식산업의 미래가 밝은데도 불구하고 현재 외식 연구 분야에서 미래의 외식산업을 예측하고자 하는 연구가 미흡한 실정이다. 이에 본 연구는 미래 대한민국의 외식을 예측하여 현재의 외식산업이 발전할 방향을 예측하고자 진행되었으며, 구체적인 미래 시점으로서 10년 후를 가정하였다. 먼저 현재 외식산업의 모습을 분석한 뒤 2011년 외식산업의 키워드를 정리하였는데 크게 한식의 세계화, 치열한 저가전쟁, SNS 마케팅 확산 그리고 웰빙의 지속으로 정리해 볼 수 있다. 다음으로는 10년 후 대한민국의 전반적인 메가트렌드의 모습을 보여주기 위해 사회ㆍ기술ㆍ경제ㆍ환경ㆍ정책(STEEP)을 예상하고 메가트렌드를 예측하였다. 사회(S)분야에서는 유비쿼터스 기술이 일상화 되는 네트워크 사회가 등장하고, 새로운 가치관을 추구하는 사회구성원들의 변화가 일어난다. 또한 소득수준의 증가와 함께 삶의 질 추구경향이 계속된다. 기술(T)분야에서는 IT, BT, NT,ET를 의미하는 4T의 발전과 IT가 다양한 분야와 연계되어 발전하는 IT융ㆍ복합이 이루어질 것이다. 경제(E) 분야에서는 양극화로 인한 소비패턴의 변화가 예상되고 지식기반 경제와 같은 경제 신 패러다임이 등장할 것이다. 환경(E) 분야에서는 자원고갈로 인한 에너지 위기와 개인의 건강과 사회를 함께 생각하는 경향이 생길 것이다. 정책(P) 분야에서는 여성의 사회진출과 기업들의 CSR 활동을 지원하는 국가지원 그리고 소비트렌드에 영향을 미칠 양극화의 심화가 예측된다. 마지막으로 4개의 2011년 외식 키워드와 11개의 10년 후 미래의 메가트렌드를 접목시켜 최종적으로 미래 대한민국 외식상품의 모습을 7가지로 유추하였으며, 1인식의 발달, 스마트 테이블의 보급, 외식 소비트렌드의 양극화, 패스트푸드 개념의 변화, 식품클러스터, CSR의 정착, 한식의 세계화 등으로 정리할 수 있다. The importance of eating out increases rapidly with increasing the level of incomes and the entry of women in public affairs. As it grows huge industry about 70 trillion every year, the potential of food service industrymay be infinite. Especially, globalization, social network service(SNS), smart-technology make possible the endless growth of food service industry. Even though it has a lot of potential, the study of food service industry's future is not sufficient. So this research will predict the korea's eating out in 2020 and then it will give a direction for development of the food service industry. We analyzed our current food service industry and predict the mega-trend in 2020 based on the expectation of the Society, Technology, Economy, Environment, Policy(STEEP). And then, we infer the future of food service industry from this research data. It may be summarized as follows: development of single foods, dissemination of smart table, polarization of consumer's consumption, changes in the concept of fast-food, food Industry luster, establishment of Corporate Social Responsibility, globalization of Hansik.

외식산업 연구동향에 대한 탐색적 연구

성백순 한국외식경영학회 2022 외식경영연구 Vol.25 No.4

The purpose of this study is to find a way to develop the food service industry through analysis of research trends related to the restaurant industry. In this study, through detailed search on RISS, 269 papers related to 'food service' with English abstracts were analyzed using R package to analyze keyword frequency, word clouding, keyword network analysis, LDA topic modeling, and TF, TF.-IDF verification was performed. The analysis results are as follows. First, as a result of keyword frequency analysis and word clouding, it was found that keywords related to food, service, restaurant, customer, intention, consumer, relationship, industry, satisfaction, company, etc. were frequently used. Second, as a result of word network analysis, service, restaurant, customer, and quality are connected centering on food. Management and performance, sns and type are separately connected. Brand, life, trust, menu, franchise, risk, etc. are being studied separately. Third, as a result of TF and TF-IDF analysis, the words in TF-IDF (eg, consultant, justice, blog, honbob, shop, globalization, leisure, coaching, complain, dakgalbi, label) in TF-IDF were not found in studies related to food service. It can be seen that related studies across various industries are also included. Finally, as a result of LDA topic modeling, the appropriate number of topics is 8, and each characteristic is defined as purchasing behavior, franchise, corporate strategy, workers, well-being, tourism, selection attributes, and environment. Topics 1 to 4 account for 74.2% of the total IDM. 본 연구의 목적은 외식산업과 관련된 연구동향에 대한 분석을 통해 외식산업 발전 방안을 찾고자 하는 것이다. 첫째, food, service, restaurant, customer, intention, consumer, relationship, industry, satisfaction, company 등과 관련된 키워드가 빈번하게 이용된 것을 알 수 있었다. 둘째, food를 중심으로 service, restaurant, customer, quality 등이 연결되어 있었으며 management와 performance, sns와 type이 별도로 연결되어 있으며, brand, life, trust, menu, franchaise, risk 등이 별도로 연구되는 것으로 나타났다. 셋째, consultant, justice, blog, honbob, shop, globalization, leisure, coaching, complain, dakgalbi, label 등이 TF-IDF에 출현한 것을 볼 때 외식과 관련된 연구가 다양한 산업 전반에 걸쳐 관련된 연구들도 포함되어 있음을 알 수 있다. 넷째, 외식산업 연구는 구매행동, 프랜차이즈, 기업전략, 종사자, 웰빙, 관광, 선택속성, 환경 등의 분야에서 연구가 진행되고 있음을 확인하였다.