Setor de alimentos e bebidas e a fidelização do cliente em Primavera (SP)
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Data
2022-12-15
Autores
Cunha, Roni Ferreira da
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Universidade Estadual Paulista (Unesp)
Resumo
O presente trabalho tem como objetivo discutir a importância da qualidade da prestação de serviços voltado ao setor de Alimentos e Bebidas (A&B) em dois estabelecimentos comerciais, que denominaremos de A e B no Distrito de Primavera (SP) e os processos que envolvem a fidelização do cliente. O setor de A&B, consolida-se como uma das áreas do turismo mais importante no que diz respeito a relação prestador de serviço e cliente e contribui muito para o aumento das receitas em hotéis e restaurantes e ou empresas. O atendimento e o espaço estrutural deste setor devem estar adequados aos produtos que são ofertados, uma vez que um conjunto de boas ações, tais como: receptividade, bom atendimento, higiene do espaço, qualidade dos alimentos, cardápio variado e ambientes confortáveis – fazem total diferença quanto a fidelização do cliente. Como metodologia foi utilizada a pesquisa de caráter exploratório e observações que partiram das experiências vivenciadas como garçom nos dois estabelecimentos em análise durante o período de sete anos. Como resultado final, podemos concluir que os dois estabelecimentos comerciais precisam melhorar a gestão em diferentes aspectos que envolvem o trabalho cotidiano das empresas. O aprimoramento dos aspectos negativos apontados acarretaria em benefícios para o empreendedor e para os clientes, assim favorecendo o processo de fidelização dos mesmos.
The present work aims to discuss the importance of the quality of the services offered in the food and beverage sector (A&B) in two commercial establishments, which we will call A and B in the District of Primavera (SP) and the processes that involve customer loyalty. The A&B area is, among others that involve tourism, consolidated as one of the most important in the relationship between service provider and customer and contributes a lot to the increase in revenues in hotels and restaurants and/or companies that work in the sector. The service and the structural space of this sector must be adequate to the products that are offered, since a set of good actions - such as receptivity, good service, hygiene of the space, good accommodations, with comfortable environments - make all the difference when it comes to customer choice and loyalty. The methodology used was exploratory research and observations based on the experiences as a waiter in the two establishments under analysis during a period of seven years. As a final result, we can conclude that both commercial establishments need to improve management in different aspects that involve the daily work of the companies. The improvement of the negative aspects pointed out would result in benefits for the entrepreneur and for the customers, thus favoring the process of customer loyalty.
The present work aims to discuss the importance of the quality of the services offered in the food and beverage sector (A&B) in two commercial establishments, which we will call A and B in the District of Primavera (SP) and the processes that involve customer loyalty. The A&B area is, among others that involve tourism, consolidated as one of the most important in the relationship between service provider and customer and contributes a lot to the increase in revenues in hotels and restaurants and/or companies that work in the sector. The service and the structural space of this sector must be adequate to the products that are offered, since a set of good actions - such as receptivity, good service, hygiene of the space, good accommodations, with comfortable environments - make all the difference when it comes to customer choice and loyalty. The methodology used was exploratory research and observations based on the experiences as a waiter in the two establishments under analysis during a period of seven years. As a final result, we can conclude that both commercial establishments need to improve management in different aspects that involve the daily work of the companies. The improvement of the negative aspects pointed out would result in benefits for the entrepreneur and for the customers, thus favoring the process of customer loyalty.
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Alimentos e Bebidas, Atendimento, Fidelização, Clientes, Primavera (SP), Food and Drinks, Attendance, Loyalty, Customers