Application of communication channels by marketing addressing of customers in gastronomy

Abstract

Social and habitual changes of guests and a more difficult competitive situation are forcing the gastronomy industry to change. As one necessary reaction, restaurant operators need to apply a more specific and therefore a more effective communication policy. This research proves that there exist categories of guests, which react strongly positively to a certain mix of information content and information channel. Thus, communication policy is most effective, when such a communication mix is used. The explored factors are dimensions, not types; which means that each guest will show a different rate of interest in each of the defined dimension. The theory behind these dimensions is adopted from the applied personality theory, which has led to the development of the Big Five personality dimensions. The empirical analysis was exclusively conducted on the basis of the existing guests (189) of two pizzerias in Germany. The analysis mainly presents results for the relationship marketing, which focuses on the satisfaction of the already existing customers.