Food service 250 exam 1

Commercial foodservice

Selling food is the primary business.

Non-commercial foodservice

Food supports another institution’s mission.

Platinum Rule

Treat guests as they want to be treated.

Knowledge gap

Management misunderstands expectations/ dont know

Service Gap and Standard Gap

Bad system/ fail to meet customer expectations.

Service performance gap:

Not follow standards

Communication gap

Broken promise/ Delivery fails promises

Intangibility

Service cannot be evaluated physically before purchase; use tangible brand cues.

Heterogeneity

Service varies; use training and culture.

Inseparability

Service produced and consumed together; manage the environment.

Perishability

Unused service capacity cannot be stored.

Static menu

Mostly unchanged offerings.

Cycle menu

Repeats on a schedule.

Single-use menu

Designed for a day or event.

Truth-in-Menu

Menu claims about origin, quality, method, portion and labels must be accurate.

Naked pricing

getting rid of currency signs to reduce pain of paying.

Anchoring

Expensive decoy makes mid-price items seem reasonable.

CM per item

Selling price minus food cost per item.

Average popularity

Total units sold / number of menu items.

Popularity hurdle

0.70 × average popularity.

Weighted average CM

Sum of (CM per item × units sold) / total units sold.

Star

High CM, high popularity; maintain quality.

Plow Horse

Low CM, high popularity; reduce cost.

Puzzle

High CM, low popularity; promote.

Dog

Low CM, low popularity; consider removing.