‘단골손님’과 한국적 외식서비스에 대한 접근

Abstract

The purpose of this study was to conduct in-depth interviews with restaurant owners regarding the concepts of “eating out service” and “dangol customers” and academically analyze the inherent views and factors that are considered when providing eating out services. First, the study found, from the restaurant owner's perspective, the values and philosophies of restaurant services, the difficult reality of small self-employed businesses, and the responsibilities and missions of the restaurant industry. Second, in terms of restaurant operation, the results highlighted the importance of improving and maintaining food tastes and employees to the restaurant's reputation and longevity. Third, in terms of technology, themes included the imperfection of robots and innovative smart devices, as well as positive considerations of serving and cooking robots to fight labor shortages. Finally, regarding dangol customers, this study identified humane and affective feelings that the restaurant owners exchange with them. Food was stressed as fundamentally important in food service, and to overcome the difficult reality of small self-employed businesses, the restaurant owners tried to find an appropriate service position and demonstrate consistent, humble, and pro-customer attitudes. In addition, efforts were made to remember and recognize dangol customers, maintain their trust, and exchange positive sentiments with them, so the relationships can last long. Despite the current technological and physical limitations, a gradual introduction of restaurant service technologies may complement the weakness of the Korean restaurant service industry and enhance its operational efficiency.