Abstract
Episodes of service delight were identified in a UK premium casual dining restaurant chain using 408 mystery diner reports. Skills required in various jobs in the premium casual dining restaurants that promoted service delight were identified. In a second research phase, a yearlong study in a newly opened bar/grill in Liverpool used an experiential learning set that met weekly and implemented business improvements. Phase two showed how the new business continually improved as a result of applying specific skills identified in phase one and implementing improvements following weekly reflections by the learning set on real business encounters. The city bar/grill financial reports and position on TripAdvisor were analysed and showed the business continually improved as a result of putting the learning into action.
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Bamber, D., Gransden, C. (2018). Learning from a Premium Dining Restaurant to Implement a Delight Strategy in a Bar/Grill: Applying Experiential Learning. In: Hyams-Ssekasi, D., Caldwell, E. (eds) Experiential Learning for Entrepreneurship. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-319-90005-6_9
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DOI: https://doi.org/10.1007/978-3-319-90005-6_9
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