Paper Title
Service to-go: The Customer Experience in the Street Food Sector through the Eyes of its Operators
Start Date
7-1-2011 3:15 PM
End Date
7-1-2011 4:00 PM
Track
2. Track 2 - Poster Session
Subject Area
Food Service
Faculty Member
Denver Severt, PhD dsevert@mail.ucf.edu
Abstract
Since the proclamation of the experience economy (Pine & Gilmore, 1998), companies have turned their focus from selling goods to selling experiences. The street food sector has been serving up experiences since the 1700s. Yet very little is actually known in regards to how these business entities deliver these experiences. The purpose of this study is to explore street food vendor operators’ perception of the factors that contribute to the customer experience in the street food sector. In doing so, this paper provides valuable information about demographics of street food operators and customers, what kinds of experiences they are opt to deliver, and the reasons why their customers eat street food.
Keywords
street vendor, service delivery, experience, qualitative
Service to-go: The Customer Experience in the Street Food Sector through the Eyes of its Operators
Since the proclamation of the experience economy (Pine & Gilmore, 1998), companies have turned their focus from selling goods to selling experiences. The street food sector has been serving up experiences since the 1700s. Yet very little is actually known in regards to how these business entities deliver these experiences. The purpose of this study is to explore street food vendor operators’ perception of the factors that contribute to the customer experience in the street food sector. In doing so, this paper provides valuable information about demographics of street food operators and customers, what kinds of experiences they are opt to deliver, and the reasons why their customers eat street food.