Food terrorism in public catering: essence of the phenomenon, classification, management methods

Such a phenomenon in the catering market as food terrorism as well as its classification and impact on management processes have been described. 
The subject of the research are unfair consumer behaviour, goals and methods of manipulation of restaurant managers. A survey of experts working in different Russian regions allows us to estimate the average amount of damage to restaurants from actions of food terrorists and describe risks that businesses face in this sphere. The authors of the article propose a methodology that allows to calculate losses from consumer terrorism depending on the restaurant’s traffic and revenue. The main direction for managing this process among managers of the catering industry is to better and more thoroughly study the legislation in the relevant field, apply tools to prevention problems, and review approaches to customer behaviour management processes. As recommendations, the authors propose an algorithm for dealing with claims. based on studying the legal framework and the opinion of practitioners, that allows restaurant managers to respond effectively to such situations. Received from dishonest guests, developed taking into account the opinions of experts working in this field and familiar with the problems existing in this area. These results are relevant for entrepreneurs seeking to minimise the risks and losses caused by unscrupulous consumers. The prospects of the study are further in-depth analysis and development of recommendations to strengthen business protection in the context of the growing influence of consumer terrorism.

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