The role of emotional service in the restaurant business
https://doi.org/10.26425/1816-4277-2021-11-164-167
Abstract
The article considers the restaurant business from the point of view of not only the entrepreneurial aspect, but also the service aspect, which is fundamental. The reasons why people visit restaurants have been revealed. In addition to physical need, restaurants are an element of cognition and a way of experiencing positive emotions. The importance of the restaurant business in shaping people’s positive emotional state has been formulated. Two forms of emotional labor of an employee and the influence of emotional states on work performance have been highlighted. The role of emotional intelligence and communicative competence in customer satisfaction with a restaurant visit has been determined. The importance of developing emotional intelligence has been concluded. Recommendations for its development has been formulated.
About the Author
N. A. Ofitserova
State University of Management
Russian Federation
Russian Federation
Assistant,
Moscow
References
1. Anikina E. N., Makarova A. N., Fomenko O. C., Uspenskaya M. E. The role of emotional service in restaurant business, Scientific Bulletin MSIIT, 2020, no. 2 (64), pp. 59–70. (In Russian).
2. Batsyna Ya. V. Emotional aspect of the quality of services in the hospitality industry, Success of Modern Science and Education, 2017, no. 6, pp. 67–70. (In Russian).
3. Vakhromeeva A. G. The role of the restaurant business as part of the tourism industry, Sinergiya Nauk, 2017, no. 9, pp. 77–83. (In Russian).
4. Gevorkyan G. G. Psychological determinants of restaurant functioning effectiveness as a service industry enterprise, Humanization of Education, 2016, no. 2, pp. 107–113. (In Russian).
5. Rozhdestvenskaya L. N., Glavcheva S. I., Cherednichenko L. E. Hospitality and service in the food industry: training manual, Moscow, Infra-M, 2020, 179 p. (In Russian).
6. 7 key “emotional” skills for restaurant staff, Restoranoff.ru. Available at: https://restoranoff.ru/solutions/management/7-klyuchevykh-emotsionalnykh-navykov-personala-restorana/ (accessed 12.08.2021).
Review
For citations:
Ofitserova N.A. The role of emotional service in the restaurant business. Vestnik Universiteta. 2021;(11):164-167. (In Russ.) https://doi.org/10.26425/1816-4277-2021-11-164-167
Views:
830
Email this article 