This Article Full Text (PDF) References Alert me when this article is cited Alert me if a correction is posted Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Add to Saved Citations Download to citation manager Request Permissions Request Reprints Add to My Marked Citations Citing Articles Citing Articles via Google Scholar Google Scholar Articles by Cho, V. Articles by Wong, J. Search for Related Content Social Bookmarking                   What's this?

Measuring Service Quality of the Computerized Food and Beverage Cost Control System in Hong Kong Hotels Using a Gaps Model Approach

The Hong Kong Polytechnic University

James Wong

The Hong Kong Polytechnic University

Computerized food and beverage cost control systems have evolved rapidly during recent years. These computerized systems are designed to remove much of the calculation drudg ery in manual cost control systems, such as budgeting, inventory control, and recipe cost ing. However, many users complain that these systems do not meet their needs. This sug gests that there is a gap in the performance of computerized systems compared with users' actual needs. This article explores the expectations and experience of users of the comput erized Food and Beverage Cost Control Systems (FBCCSs) in some Hong Kong hotels. With the application of the Information System (IS) Service Perception Gap Model bor rowedfrom the marketing discipline, the major problems in the areas of data/information, hardware/software environment, operational procedures, technical support, and security are identifted. A number of suggestions are proposed for system developers to improve the existing computerized FBCCSs.

Key Words: gaps model • service management • food and beverage cost control management.

CiteULike    Connotea    Del.icio.us    Digg    Reddit    Technorati    What's this?