Customer service requirements in the food service sector in Ireland: A conjoint analysis

Sinead O’Connell; Maeve Henchion; Alan Collins

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Customer service requirements in the food service sector in Ireland: A conjoint analysis

In: Dynamics in chains and networks

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Sinead O’Connell

Sinead O’Connell
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Maeve Henchion

Maeve Henchion
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Alan Collins

Alan Collins
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Type:: Chapter

Pages:: 586

DOI:: https://doi.org/10.3920/9789086865260_071

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A structured questionnaire administered to the main food buyers in 100 hotels in Ireland was used to identify the key customer service requirements and their relative importance for this sector, and to attempt to segment the market based on its service requirements. All specified supplier attributes were considered important, however significantly more importance was attached to the condition of goods on arrival and product quality than all other specified attributes. Conjoint analysis was conducted for short and long shelf-life products using four attributes: price, on-time deliveries, frequency of deliveries and ability to perform emergency deliveries. The results indicate that customer service requirements vary by product type. Cluster analysis performed on the utilities derived from the conjoint analysis identified two distinct segments in terms of customer service. However, these clusters are not operable in any demographic sense, i.e. customer service strategies cannot be developed on the basis of grade status, size, etc.

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Dynamics in chains and networks

E-Book ISBN:: 9789086865260

Publisher:: Wageningen Academic

Print Publication Date:: 10 Oct 2004

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- Life Sciences

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Customer service requirements in the food service sector in Ireland: A conjoint analysis

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Dynamics in chains and networks

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