Dit is mijn mystery guest en menu verslag wat gemaakt wordt in het eerste jaar van de opleiding HBO Hotel Management.
Het verslag is geschreven volgens de apa regels en heeft dus ook de quickscan behaald. Ik heb een 8 gekregen voor het verslag en hoop dat jij 'm als voorbeeld kunt gebruiken!
SERVICE QUALITY
Portfolio World of Hotel Management
Loes de Gier 514143
HBS Saxion Apeldoorn 2022
, Service quality
Portfolio World of Hotel Management
Hotel Management
HBS Saxion Apeldoorn
AHM1V.EB
World of Hotel Management
Shira Godfried & Jos Poth
Loes de Gier 514143
Date of completion: 03-04-2022
, Preface
This is a research report based on the service quality of drive-throughs. The research question was
formulated by me. The research was difficult, but managing observation has granted me to answer
the question that I chose. I was engaged in researching and writing this report from December 2021 to
April 2022.
I would like to thank my tutor, Shira Godfried for inspiring me to do this research and making the best
out of it and I would like to thank her for her outstanding counselling and support during this process.
I hope you enjoy reading this report.
Loes de Gier
Apeldoorn, April 05 2022
, Content
Preface.............................................................................................................................................................................................................
Introduction .........................................................................................................................................................................1
Short description of the client ......................................................................................................................................... 1
The objective ........................................................................................................................................................................... 1
Theoratical framework ....................................................................................................................................................2
Hospitality at drive-througs.............................................................................................................................................. 3
Aspects and subaspects of hospitality at a drive-through.................................................................................. 3
Tree diagram ........................................................................................................................................................................... 4
Method....................................................................................................................................................................................5
Definition and type of observation ................................................................................................................................ 5
Description of research units: drive-throughs ......................................................................................................... 5
Description of measurement procedure and instrument .................................................................................... 5
Description of role as mystery guest ............................................................................................................................ 5
Results ....................................................................................................................................................................................6
Field research .......................................................................................................................................................................... 6
Results per firm ...................................................................................................................................................................... 6
Comparison of the firms ..................................................................................................................................................... 7
Conclusion and discussion ..............................................................................................................................................8
Conclusion ................................................................................................................................................................................ 8
Discussion ................................................................................................................................................................................. 8
Advice .....................................................................................................................................................................................9
McDonalds Doetichnem ...................................................................................................................................................... 9
McDonalds Winterswijk ..................................................................................................................................................... 9
McDonalds Zutphen .............................................................................................................................................................. 9
Literature list ......................................................................................................................................................10, 11, 12
Appendices ........................................................................................................................................................................ 13
Hospitality checklist ............................................................................................................................................13, 14, 15
Mystery guest report McDonalds Doetichnem ......................................................................16, 17, 18
Mystery guest report McDonalds Winterswijk ...................................................................... 19, 20, 21
Mystery guest report McDonalds Zupthen ..............................................................................22, 23, 24
AAOCC ................................................................................................................................................................ 25 ,26, 27, 28
The literature search process ................................................................................................................................ 28, 29
Menu ..................................................................................................................................................................................... 30
Explanation of the choice of course and its matching drink..................................................................... 31, 32
Profit margin calculation of the main courses ................................................................................................ 32, 33
Feedback, conclusion and reflection ................................................................................................................... 34, 35
Literature List................................................................................................................................................. 36, 37, 38, 39
Voordelen van het kopen van samenvattingen bij Stuvia op een rij:
√ Verzekerd van kwaliteit door reviews
Stuvia-klanten hebben meer dan 700.000 samenvattingen beoordeeld. Zo weet je zeker dat je de beste documenten koopt!
Snel en makkelijk kopen
Je betaalt supersnel en eenmalig met iDeal, Bancontact of creditcard voor de samenvatting. Zonder lidmaatschap.
Focus op de essentie
Samenvattingen worden geschreven voor en door anderen. Daarom zijn de samenvattingen altijd betrouwbaar en actueel. Zo kom je snel tot de kern!
Veelgestelde vragen
Wat krijg ik als ik dit document koop?
Je krijgt een PDF, die direct beschikbaar is na je aankoop. Het gekochte document is altijd, overal en oneindig toegankelijk via je profiel.
Tevredenheidsgarantie: hoe werkt dat?
Onze tevredenheidsgarantie zorgt ervoor dat je altijd een studiedocument vindt dat goed bij je past. Je vult een formulier in en onze klantenservice regelt de rest.
Van wie koop ik deze samenvatting?
Stuvia is een marktplaats, je koop dit document dus niet van ons, maar van verkoper LoesDG. Stuvia faciliteert de betaling aan de verkoper.
Zit ik meteen vast aan een abonnement?
Nee, je koopt alleen deze samenvatting voor €6,99. Je zit daarna nergens aan vast.
