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



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Jan 7th, 3:15 PM Jan 7th, 4:00 PM

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.