Kształtowanie jakość usług gastronomicznych w dobie pandemii Covid-19 na przykładzie DINESERV - nowe kryteria oceny

• Autorzy: Ewa Malinowska

Warianty tytułu

The Quality of Catering Services During Covid-19 Pandemic Based on the Example of DINESERV - New Criteria of Assessment

• Języki publikacji: PL

Abstrakty

Obecność wirusa SARS-Cov-2 spowodowała paraliż usług sektora gastronomicznego, który charakteryzuje się stosunkowo wysoką migracją ludzi oraz bezpośrednim kontaktem z żywnością. Rekomendowane przez rządy wielu krajów, podstawowe zasady zachowania należytej higieny: dystans, maseczka, dezynfekcja powinny zagościć podczas realizacji tych usług na stałe, niezależnie od rozwoju sytuacji pandemicznej. Wśród metod badań jakości usług gastronomicznych wyróżnia się m.in. metodę DINESERV, w której nie wyodrębniono szczególnego miejsca na ocenę zachowania czystości i higieny. Celem artykułu jest przedstawienie możliwości uzupełnienia istniejących wymiarów metody DINESERV o wymiar określający sposób zapewnienia odpowiednich warunków higienicznych podczas świadczenia usług gastronomicznych. Zaproponowano uzupełnienie modelu o wymiar "Hygiene Standards", gdzie klient będzie mógł ocenić zaproponowane na podstawie rekomendacji WHO kryteria, dotyczące szczególnych standardów higieny. Zaproponowane w artykule rozszerzenie metody oceny jakości usług gastronomicznych może być przydatne w praktyce działalności lokali gastronomicznych, które podkreślając dbałość o bezpieczeństwo klientów mogą zdobyć ich zaufanie i lojalność. (abstrakt oryginalny)

EN

The COVID-19 pandemic has paralyzed the sector of catering services that is characterised by high migration of people and direct contact with food. Basic hygiene requirements that were recommended by the governments were; social distance, masks and disinfection. Those basic rules should become everyday routine in catering services regardless of pandemic situation. DINESERV is one of methods of customer satisfaction in catering services. There are no areas of assessment of hygiene and cleanliness in this method. The aim of this article is to present the opportunities to extend the areas of assessment by customer in DINESERV method to ensure the proper hygienic conditions during catering services. The area of "Hygiene Standards" has been suggested and added to the model in which customer may present its attitude (expectancy and perception) to criteria based on WHO recommendations. This allows us to verify the information on society's attitude towards pandemic regulations as well as direct assessment in catering unit. The article presents new approach in researching customer satisfaction in catering services. The next step will be researching new suggested solutions and its modifications. This new approach of catering services assessment may be valuable tool in increasing the satisfaction of conscious customers and deepen their loyalty. (original abstract)

Słowa kluczowe

PL

Jakość usług; Gastronomia; Pandemia; COVID-19; Ocena jakości usług

EN

Quality of services; Gastronomy; Pandemic; COVID-19; Service quality assessment

• Czasopismo: Management and Quality
• Rocznik: 2022
• Tom: 4
• Numer: nr 2
• Strony: 163--174

Twórcy

autor

Ewa Malinowska

• Uniwersytet Gdański

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