Gap Analysis of Service Quality of a Curbside Restaurant. Case of Aunty's Cafe

      Аннотация: Over the past several years the way people eat out has really evolved. The snack category continues to be a growth opportunity in the food industry. This seems to give an opportunity to the small scale and medium sized entrepreneurs functioning in this segment. However there has been a threat to small and medium size food retailers by the global expansion of multinational food retailers. With the major players of fast food industry as Mac D, Dominos and Pizza Hut which are strong in terms of core competencies smaller players need to redefine their business strategies. This could have an impact on the viability of small and medium sized food retailers. These retailers therefore have to galvanize their service quality and effectiveness to face their competitors in the emerging market. Organizations have been pushed into restructuring and culture building practices to survive the tough competition. The main objective of the study is to reveal the facets of a small curbside restaurant which has successfully survived competition and positioned successfully in the minds of the customers. This research is based on the case study of a small curbside fast food joint called Aunty's Cafe.

Ключевые слова: service marketing, Entrepreneurship, gap analysis, OCTAPACE model