Resumen

BETANCOURT-RAMIREZ, José Bernardo; ALDANA-DE-VEGA, Luzangela  y  GOMEZ-BETANCOURT, Gonzalo. Service, atmosphere and quality of restaurants in Bogota. Comparative study of family business and non- family business. Entramado [online]. 2014, vol.10, n.2, pp.60-74. ISSN 1900-3803.

The gastronomic industry takes great importance in the country since it is one of the main alternatives of entrepreneurship for many families. For this reason it was decided to research whether the performance of the family-own restaurants in the city of Bogotá and municipalities north of the capital, are better in terms of service environment and quality than non-family restaurants. To do this a service measuring instrument was designed. The instrument contains an evaluation Protocol that was explained to participants, prior to visit of the establishment. This last served as a reference for the qualifications of the mystery clients. With the qualifications a descriptive analysis was performed, finding that in Bogotá and its surroundings there are no significant differences in the observed variables between family-owned and non-family owned restaurants (traditional and gourmet). Differences in performance according to the geographical location were identified in the findings of the analysis.

Palabras clave : Restaurants; performance; family business; service; atmosphere; quality; customer.

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