Dealing with food allergies in the restaurant industry is becoming important as more customers have needs and restaurants are concerned with corporate social responsibilitiy (CSR). This research discusses how to provide information to facilitate the communication between the restaurant industry that is interested in dealing with food allergies and the patient’s family who wants to enjoy eating at restaurants. The authors used a mixed method, combining qualitative and quantitative research, and divided the research into three steps (Creswell, 2008). First, the authors researched patients’ families and companies to organize communication. The authors conducted an interview with Company A, a big company in the restaurant industry, to parallel the research of patients’ families. In the second step, they developed a tool and verified the method of obtaining information. Lastly, to verify the effectiveness of the information providing measure, they set up a focus group consisting of responders from the questionnaire given to parents who have children with food allergies. They found that the lack of information about ingredients and the lack of knowledge of the employees when patients’ families are selecting from the menu are responsible for the inconsiderate customer service and misses in operation.
Dealing with food allergies in the restaurant industry is becoming more important as more customers have needs, and restaurants are concerned with Corporate Social Responsibility (CSR). The objective of this chapter is to suggest how to provide information to facilitate the communication between the restaurant industry and the food allergy customers' families who want to enjoy dining out. As the first step, the authors conduct an interview with a major company in the restaurant industry to parallel the research of food allergy customers' families in order to identify communication problems. In the second step, they develop a mobile service to support communication between costomers and restaurants. Lastly, as the third step, the authors set up a focus group interview to verify usability of the mobile service. They find that there are many customers (9-55%), who are allergic to the 7 specific allergens, but there are also customers who are allergic to ingredients from the 25 allergens, such as sesame (12%), and who are allergic to multiple ingredients. The authors found that the lack of information about ingredients and the lack of knowledge of the employees are responsible for the inconsiderate customer service and misses in operation, leading to communication problems. The results of the study reveal co-creation strategies enhance customer knowledge of food and create a shared environment of information value. The communication support tool utilizing the touch panel mobile device developed in this study gained favorable reviews from customers' families.
This study proposes an original active learning method using a supply chain management (SCM) game. This method involves human resources to create a trial-and-error approach for obtaining an optimized solution for SCM issues. We develop a cross-platform online SCM game using non-conventional techniques. This study applied the SCM game in lectures delivered in two universities. In one, there were approximately 100 students in two 90-minute lectures, and in the other, there were 20 students in three 180-minut lectures. The results showed that most of the students in both universities realized the bullwhip effect and the importance of information sharing in SCM spontaneously. Particularly, the results of the game correspond to the practical reality regarding the SCM issues.
The network structures of supply chains (SC) are extremely complicated to understand in their entirety. However, complicated social challenges involving a chain of decision making might be realized through gaming simulations. This study uses a supply chain management (SCM) game to define effective strategies for decision making in a SC. The game rules and system architecture should be simple but should capture the true SCM nature. For this purpose, our developed SCM game applies an unbalanced social networking service system platform. In contrast to previous business games, the game is accessible through mobile devices such as smart phones. The new SCM game was tested at two universities, and most of the students spontaneously grasped the bullwhip effect and the importance of knowledge sharing between SC organizations. Furthermore, their realization of various difficulties in a SC exceeded our expectations. In addition to offering educational benefits, our game could become an important tool in future SC research.
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