Methodology- Qualitative Investigation
Qualitative data was obtained by interviewing five full-time restaurant employees, all who have worked at the restaurant for at least one year. This includes the restaurant owner, the only one who has been there for the past sixteen years, representing the longest working period at the restaurant. To capture the concept of the Servuction System, the qualitative study is divided into two areas. These include the service operation system, the invisible stage or back-of-the-house which includes staff training in the kitchen operations; and the visible service delivery system stage, the front-of-the-house. In-depth interviews were conducted with Owner Darren Hasuler, experienced Restaurant Managers Wutti Pinsiri and Felipe Orellana, Sous Chef Wasun Sinthorin, and Restaurant Server Bhuntaned Dirakrittikul. These individual face-to-face interviews, administered at Eat Me during the relatively slow period of November 2013, averaged seventy minutes in length.