Title: Investigate the impact of
service quality & role of staff training programs in Nando’s Restaurant,
106 Stroud Green road, city of London, Greater London
Table of Contents
1. Introduction
1.1
Research Background
The
assimilation of training methods, comprising of both official and official, in
the hospitality industry is identified as an imperative aspect in attaining
consistently recognized service quality (Becton and Graetz, 2001). However, in
spite of the significance, fairly lesser is acknowledged regarding the scope,
characteristic and influencing factors of training in the sector in London.
Further, restaurants have been more difficult to study due to their huge
numbers and majority of them having low employee strength between five to
twenty five people, and hence have lesser resources in terms of training
methods and techniques and also knowledge.
1.2
Research context
It
is frequently disputed that a well-built staff focus is an imperative element
to serving attain sustainable professed service quality in any restaurant. This
is for the reason that customers of a service are concerned in a minimalist,
but significant, personal and psychosomatic or emotional experience (Schneider,
1994). The association between a booming service quality tactic and a measured
human resource management (HRM) strategy in the UK hospitality industry has
been investigated by a number of researches which have outlined the connection
between a flourishing HRM strategy and service quality results (Haynes and
Fryer, 2000; Lashley, 1998).
An
assessment of the human resource policies and strategies of Nando’s restaurant
is conducted in the research work that has acknowledged that the business
managed by people with a zeal for Portuguese cuisine have training procedures
that are of the efficiency as those of superior and bigger establishments like
big chain of restaurants and despite the fact that these bigger establishments
have superior star rankings. Further, the study has explored the influence of
size of the organization and its resources on taking up official training plans
and also creating and designing a strategy for training.
1.3
Aim
The
aim of the research work is to analyze and present the relationship between
training strategies and service quality in the Nando’s restaurant. The research
work is also aimed at critically examining the role of human resource
strategies related to training and their degree of influence on service quality
in the Nando’s restaurant.
1.4
Research Objectives
Ø To
analyze and critically examine the training strategies and policies of Nando’s
restaurant
Ø To
examine the link between training policies and service quality in Nando’s
restaurant
1.5
Research Questions
Ø What
are the training strategies and policies of Nando’s restaurant & how does
training policies of an organization influence its service quality?
Ø What
changes are required in the human resource management in order to include
training as a vital component?
1.6
Research Organization
The
research organization is the Nando’s Restaurant situated in 106 Stroud Green
roads, city of London, Greater London, UK. The restaurant specializes in
Portuguese Peri Peri chicken and is immensely popular for its assortment of
Peri chicken dishes. The restaurant was established in 1992 with the first
restaurant in earnings with a vision to present to London the delight and
pleasure of Portuguese Peri Peri chicken dishes (Nando’s, 2011). The restaurant
currently offers an assortment of sandwiches, rolls and salads that are made in
traditional Portuguese cooking style using authentic ingredients. The
restaurant also provides home delivery service as well as an online portal wherein
customers can order food items through the website and it is delivered to their
addresses (Nando’s, 2011). The restaurant currently employs around 2500
employees and there are 10 restaurants in UK operating under the Nando’s brand
name (Caterer Search, 2011).
To read more…….
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