Barista Diary: An autoethnography studying the operational experience of third-wave coffee shop baristas

Lee, Kai-Sean; Ruck, Katherine Jayne

doi:10.1016/j.ijhm.2022.103182

Cited by 16 publications

(16 citation statements)

References 41 publications

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“…The role of the barista in the production process is paramount and indispensable. According to Lee and Ruck (2022), the role of a barista transcends just the making of coffee in shops. Therefore, a barista is an epitome of managing operational chaos through aesthetic displays and the ability to transform coffeemaking services that add value to hospitality services (Lee and Ruck, 2022).…”

Section: What Drives Specialty Coffee Consumers' Revisit Intentions?mentioning

confidence: 99%

“…According to Lee and Ruck (2022), the role of a barista transcends just the making of coffee in shops. Therefore, a barista is an epitome of managing operational chaos through aesthetic displays and the ability to transform coffeemaking services that add value to hospitality services (Lee and Ruck, 2022). Finally, marketing and social media promotions provide the medium for coffee shop owners to reach potential customers in the present turbulent business environment and also ensure co-creation among consumers (Silanoi et al, 2022).…”

Section: What Drives Specialty Coffee Consumers' Revisit Intentions?mentioning

confidence: 99%

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An exploratory study of the experiencescape dimensions and customer revisit intentions for specialty urban coffee shops

Opoku

Tham²,

Morrison³

et al. 2022

BFJ

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PurposeThe main aim of this research was to explore specialty coffee experience dimensions and what drives revisit intentions through experiencescapes. The theoretical framework on experience co-creation in food and wine consumption by Carvalho et al. (2021) was employed to explore the dimensions of specialty coffee shop experiences and specialty coffee consumer revisit intentions.Design/methodology/approachUsing the interpretivist epistemology, this research explored these factors from the perspectives of customers, coffee shop baristas, and managers and owners to better understand consumer behaviour in the context of urban coffee shops. In-depth interviews were employed to collect data to obtain first-hand, emic perspectives.FindingsThe notion of specialty coffee and its experiencescape were examined in the context of a region of tea-dominated landscapes. This research highlighted the significance of baristas as agents of coffee connoisseurship, being able to introduce the beans and the art of coffee making to customers in active ways. The findings amplified that olfactory encounters triggering a myriad of senses are crucial to the specialty coffee experiencescape.Originality/valueThis is among the first studies to explore the driving factors for customer visits and revisit intentions to urban coffee shops. The findings point to greater sophistication and engagement in-person and online for urban coffee shops. More importantly, the olfactory encounters differed for solo and group customer.

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Section: What Drives Specialty Coffee Consumers' Revisit Intentions?mentioning

confidence: 99%

Section: What Drives Specialty Coffee Consumers' Revisit Intentions?mentioning

confidence: 99%

An exploratory study of the experiencescape dimensions and customer revisit intentions for specialty urban coffee shops

Opoku

Tham²,

Morrison³

et al. 2022

BFJ

View full text Add to dashboard Cite

show abstract

“…The importance of genuine small talk is highlighted in various studies. For instance, the role of baristas’ in-depth coffee knowledge in enhancing customer engagement in coffee shops (Adhi and Yunus, 2022; Candra et al , 2022; Lee and Ruck, 2022), and the impact of mutual recognition and familiarity in café encounters (D’Antoni and De Stefani, 2022), both emphasize the value of quality interpersonal exchanges in creating a welcoming atmosphere. The synergy between ambiance, social interactions and communicative authenticity in shaping customer experiences in coffeehouses is crucial (Lim et al , 2020).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Genuine small talk in hospitality services encounter

Saragih

2024

CBTH

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Purpose This study proposes “genuine small talk” in hospitality settings, particularly in coffee shops and its impact on enhancing guest experiences. This study aims to delineate how genuine small talk, characterized by sincerity, mutual respect, truthfulness and empathy, differs from traditional conversational engagements and influences service outcomes. Design/methodology/approach The study adopts a case research approach, focusing on the global coffee shop industry, particularly in high-context cultural settings. Using an abductive research paradigm, it intertwines theoretical concepts with empirical data gathered from face-to-face interviews with coffee shop visitors and managers. Data analysis involved qualitative coding techniques to synthesize and interpret findings related to genuine small talk. Findings Genuine small talk in hospitality, marked by sincerity, mutual respect, truthfulness and empathy, significantly enhances customer experiences. It transforms service encounters, turning negative experiences into positive ones and fostering customer loyalty. The study finds that genuine small talk is a strategic tool for emotional resonance and repeat patronage, yet its effectiveness depends on the staff’s ability to discern and adapt to customer moods and preferences. Social implications This study highlights that genuine interpersonal interactions are key to enhancing customer experiences in hospitality. These genuine exchanges, characterized by sincerity, mutual respect, truthfulness and empathy, not only improve the immediate service encounter but also foster long-term customer loyalty. By transforming transactional interactions into meaningful connections, genuine small talk serves as a strategic tool in the hospitality industry, potentially reshaping service dynamics and elevating the perceived value of customer service. This research underscores the importance of staff training in emotional intelligence and adaptability to customer preferences, crucial for implementing genuine small talk effectively. Originality/value This research contributes to the hospitality literature by elucidating the nuanced role of genuine small talk in service encounters. It extends existing discourses of service interactions by highlighting the potential of genuine small talk in fostering connections and enhancing guest experiences.

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“…Even with refined skill and extraordinary talent, a taxing kitchen environment can distract the artistic process of executing one's culinary craft. Take for example, a heated "rush" during operational peak hours, such environments could turn foodmaking into a pressured, and at times, unforgiving experience (Fine, 1990;Gill & Burrow, 2018;Lee & Ruck, 2022). Not to mention, the repetitive nature of culinary prep-work and its inherent mundanities may render one's reach into the aesthetic difficult (Fine, 1992(Fine, , 1996a(Fine, , 1996b.…”

Section: Culinary Artist: Foodmaking As Artistic Experiencesmentioning

confidence: 99%

“…One could very much attain such stillness under pressure, including the most heated and tempered of foodservice environments. Lee and Ruck' s (2022) narrative portrayal on how baristas navigate the rush provides a vivid example on the matter. Specifically, Lee and Ruck show how the operational rush behind a coffee bar can be a daunting experience, but with poise and a mindful attention to the present, one could read chaos as organized chaos, allowing one to execute one's craft with grace and panache in utter calmness.…”

Section: Culinary Artist: Foodmaking As Artistic Experiencesmentioning

confidence: 99%