COLLECTION NAME:
Graduate Thesis Collection
Record
Title:
The Impacts of Interior Design on Perceived Customer Service in Restaurants
Creator:
Costello, Riley
Subject:
Thesis (M.F.A.) -- Interior Design
Subject:
Savannah College of Art and Design -- Department of Interior Design
Rights:
Copyright is retained by the authors or artists of items in this collection, or their descendants, as stipulated by United States copyright law.
Abstract:
This thesis focuses on how the perception of customer service in casual dining
restaurants can be affected by the interior environment. The study explores the
psychological evaluation of service from the customer point of view, as well as the
efficiency of service from the employee perspective. Findings reveal that providing a
sense of control through visibility is crucial in maintaining a highly perceived quality of
service. The design discussion outlines how the integration of specific interior design
elements can help mitigate some of the top customer complaints when dining. The
proposed solution aims to create an atmosphere that portrays the impression of
honesty between the customers and business while facilitating an excellent customer
service experience. Addressing this issue can create opportunities that will increase
perception of service, lead to happier customers and employees, and drive business
growth for restaurants.
restaurants can be affected by the interior environment. The study explores the
psychological evaluation of service from the customer point of view, as well as the
efficiency of service from the employee perspective. Findings reveal that providing a
sense of control through visibility is crucial in maintaining a highly perceived quality of
service. The design discussion outlines how the integration of specific interior design
elements can help mitigate some of the top customer complaints when dining. The
proposed solution aims to create an atmosphere that portrays the impression of
honesty between the customers and business while facilitating an excellent customer
service experience. Addressing this issue can create opportunities that will increase
perception of service, lead to happier customers and employees, and drive business
growth for restaurants.
Publisher:
Savannah, Georgia : Savannah College of Art and Design
Date:
2014-05
Format:
PDF : 58 p. : ill