Finale Restaurant Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

Finale Restaurant

Two alternative data sources that finale may use

Finale Restaurant is at present using survey on the spot for gauging the customer satisfaction at its dessert restaurant. Before that it used to conduct the mystery shopping exercise for which it had to incur a lot of costs as much as $150 per month per visit to the restaurant location. It has also conducted focus groups to evaluate its brand image, which was done in addition to the mystery shopping exercise. The first method that Finale Restaurant can use to collect the data is observational research, which will help it in gauging not only the verbal cues but also the non-verbal cues of customers (Experts, 2012). The other method that the restaurant can use for conducting research in the restaurant industry to check the alignment between the expected customer satisfaction and the received customer satisfaction is Finale’s front line staff (Eric, 2013).

Strengths and Weaknesses of the Above Two Alternatives

The strengths of the observational technique are that it helps in accumulating direct insights from customers on the social phenomenon under consideration. Further, it can be used in several different contexts from highly structured ones to extremely informal ones, which helps the client to have wider applicability and flexibility. It helps in storing the data for further analysis and in any cross-sectional time. In addition to this, an observation can be used along with other approaches through a process called triangulation, which is an overarching research strategy. However, it also has some disadvantages that include costs’ limitations, as this strategy is very time consuming and resource intensive; it is also subject to observer bias and observer effect, which undermines the reliability and validity of the data gathered (Strathclyde, Humanities, & Sciences, 2014).

On the contrary, the front line staff can give useful insights on the customer feedback along with customer requests and complaints. Front line staff can give useful insights in a less costly manner. Moreover, there is a direct relationship between the customer satisfaction levels and front-line staff satisfaction levels (Eric, 2013). The drawbacks include, dissatisfied front line staff that may manipulate the results to favor them. This is ......................................

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