Food Services in the Tourism Industry in Terms of Customer Service Management: The Case of Poland

Abstract

The catering market in Poland, especially in such areas as the Old Town in Gdańsk, is constantly developing, and in recent years there has been a great development in gastronomic offerings; therefore, the potential in this sector is significant. The gastronomic services market in Gdańsk is subject to segmentation due to the diversity of consumer needs and the location of the outlets. New points are constantly appearing on the gastronomic map of this historical part of Tri-City, where every tourist, regardless of the adopted form of tourism, can satisfy his or her needs without any problems. The authors aimed to analyse the impact of catering services on the tourism industry. In particular, the study is an attempt to identify the functioning of the contemporary culinary market and the conditions for the development of catering services and to describe the forms of enterprises providing this service. The variety of aspects of the research subject matter, oscillating around the main objective, made it necessary to formulate the following research hypotheses: first hypothesis (H1)—catering services influence the management of the tourism industry; second hypothesis (H2)—the tourist is the main determinant shaping demand; third hypothesis (H3)—the tourist contributes to benefits in the sphere of supply. The research tool was two structured, short survey questionnaires used to verify the hypothesis. The survey was conducted during the summer of 2018. The survey involved 20 restaurateurs from the Old Town in Gdańsk and 438 random tourists over 15 years old. The survey of tourists can be characterised as randomised focus groups. The questionnaire addressed to owners of catering establishments was a representative survey. The implication of research carried out among representatives of the tourism segment is the development of a foodservice market based on a marketing strategy that takes into account the specific needs of consumers and the constant monitoring of market behaviour in order to keep up with the changes that occur in it.