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Walter, Ute
Publications (10 of 17) Show all publications
Sundqvist, J., Walter, U. & Hörnell, A. (2019). Eat, sleep, fly, repeat: meal patterns among Swedish business travellers. Journal of Gastronomy and Tourism
Open this publication in new window or tab >>Eat, sleep, fly, repeat: meal patterns among Swedish business travellers
2019 (English)In: Journal of Gastronomy and Tourism, ISSN 2169-2971Article in journal (Refereed) Accepted
Abstract [en]

Over half of the annual guests at Swedish hotels are supplied by the corporate sector. These guests are made up of individuals who travel for meetings, conferences, or presentations as a part of their job. Access to meals while travelling is essential and introduces added complexity to the business travellers’ everyday lives. These meals, and the pattern in which they are consumed, are part of the individual traveller’s personal and group identities. Therefore, the aim of this article is to study if business travellers deviate from their habitual meal patterns and if so - what changes they make. To further the understanding of this group’s meal patterns, a questionnaire was created and distributed. It was answered by 538 self-identified business travellers. These business travellers were made up of three groups – solo travellers, group travellers, and individuals who travelled both in groups as well as alone. Pearson’s chi-squared test was used to analyse differences in actions related to the meal pattern between groups. The analysis showed that changes in the meal pattern did occur in some instances. However, the majority of the business travellers adhered to their habitual meal pattern while adjusting their behaviour depending on the time of day. Managers of catering suppliers gaining insight into the meal habits of business travellers could help to ease an otherwise stressful situation by supplying meals, as a context, that fit with the business travellers’ habitual patterns and meal contexts.

Place, publisher, year, edition, pages
Cognizant Communication Corporation, 2019
Keywords
meal behaviour, meal practice, business tourism, hospitality management
National Category
Other Social Sciences not elsewhere specified
Identifiers
urn:nbn:se:umu:diva-165528 (URN)10.3727/216929719X15736343324841 (DOI)
Available from: 2019-11-26 Created: 2019-11-26 Last updated: 2019-11-26
Wellton, L., Jonsson, I. M. & Walter, U. (2018). Making meals in small seasonal restaurants. Journal of Culinary Science & Technology, 16(1), 1-17
Open this publication in new window or tab >>Making meals in small seasonal restaurants
2018 (English)In: Journal of Culinary Science & Technology, ISSN 1542-8052, E-ISSN 1542-8044, Vol. 16, no 1, p. 1-17Article in journal (Refereed) Published
Abstract [en]

Since restaurateurs can benefit by analyzing the production of meals, particularly with the dominant framework for meal experiences, the five aspects meal model (FAMM), this study examined FAMM’s relevance as an analytical tool for understanding meal production via field observations and interviews in eight small restaurants in a rural destination in Sweden. Results showed that FAMM’s aspect of the management control system and the factor of time are critical to the entire meal production process in restaurants. This article closes with a discussion of FAMM’s usefulness as a qualitative checklist for restaurateurs.

Place, publisher, year, edition, pages
Philadelphia: Taylor & Francis, 2018
Keywords
Insider perspective, management control system, the five aspects meal model, time use, tourist destinations
National Category
Food Engineering
Identifiers
urn:nbn:se:umu:diva-128020 (URN)10.1080/15428052.2016.1242445 (DOI)000433047200001 ()2-s2.0-84992315736 (Scopus ID)
Available from: 2016-11-22 Created: 2016-11-22 Last updated: 2018-06-26Bibliographically approved
Sundqvist, J. & Walter, U. (2017). Deriving Value from Customer Based Meal Experiences: Introducing a Postmodern Perspective on the Value Emergence from the Experience of the Commercial Meal. Journal of Culinary Science & Technology, 15(2), 171-185
Open this publication in new window or tab >>Deriving Value from Customer Based Meal Experiences: Introducing a Postmodern Perspective on the Value Emergence from the Experience of the Commercial Meal
2017 (English)In: Journal of Culinary Science & Technology, ISSN 1542-8052, E-ISSN 1542-8044, Vol. 15, no 2, p. 171-185Article in journal (Refereed) Published
Abstract [en]

This exploratory article examines the role of the meal experience in the context of the postmodern conditions of marketing as well as customer value emergence and suggests a novel perspective on the commercial meal experience as being customer based. It focuses on how value is idiosyncratically formed, for the customer, based on what the customer experiences. The article draws attention to the need of changing perspectives from the producer to the customer to gain understanding on how value emerges for the customer within the commercial meal experience. It also presents the need for a dynamic understanding of the meal experience and argues that the current paradigm of understanding the meal is lacking due to it being an a priori construct.

National Category
Other Social Sciences not elsewhere specified
Identifiers
urn:nbn:se:umu:diva-126000 (URN)10.1080/15428052.2016.1225537 (DOI)000406026300006 ()2-s2.0-84988566306 (Scopus ID)
Available from: 2016-09-26 Created: 2016-09-26 Last updated: 2018-06-07Bibliographically approved
Wellton, L., Jonsson, I. M., Walter, U. & Svingstedt, A. (2017). Restaurant practices: time, planning, knowledge and dreams. Scandinavian Journal of Hospitality and Tourism, 17(3), 297-311
Open this publication in new window or tab >>Restaurant practices: time, planning, knowledge and dreams
2017 (English)In: Scandinavian Journal of Hospitality and Tourism, ISSN 1502-2250, E-ISSN 1502-2269, Vol. 17, no 3, p. 297-311Article in journal (Refereed) Published
Abstract [en]

This paper contributes to research on restaurant work, which plays an important role in culinary arts research. The aim of this study was to make visible and elucidate the daily work practices in eight small restaurants in a seasonal tourist destination on the Southeast coast of Sweden. The central methods used were observations and participant observations and interviews, along with an e-mail questionnaire and examination of published information concerning all the restaurants. By means of practice theory, three central elements were used to identify and understand the configuration of the activities involved in daily work in small seasonal restaurants. These three elements, knowledge/competence, technologies/materiality and creation of meaning, formed four practices. The practices identified in this study were managing time and seasons; planning, strategising and controlling; knowing and having skills; and dreams and lifestyle. The conclusion of the study indicates that small restaurant practices may be conflicting, as they involve an extremely time-consuming workload, vague planning and lingering knowledge growth in contrast to the ideas of creativity and development that are a part of the restaurant owners’ dreams and lifestyle.

Place, publisher, year, edition, pages
Taylor & Francis, 2017
Keywords
Small restaurants, practice theory, lifestyle, seasonality, culinary arts
National Category
Other Social Sciences not elsewhere specified
Research subject
Food and Nutrition
Identifiers
urn:nbn:se:umu:diva-127535 (URN)10.1080/15022250.2016.1176951 (DOI)000404855300005 ()
Available from: 2016-11-15 Created: 2016-11-15 Last updated: 2018-06-09Bibliographically approved
Wellton, L., Jonsson, I. M. & Walter, U. (2016). Culinary collisions: the vision of local food use collides with daily restaurant practice. In: C. Michael Hall & Stefan Gössling (Ed.), Food tourism and regional development: networks, products and trajectories (pp. 273-284). NY: Routledge
Open this publication in new window or tab >>Culinary collisions: the vision of local food use collides with daily restaurant practice
2016 (English)In: Food tourism and regional development: networks, products and trajectories / [ed] C. Michael Hall & Stefan Gössling, NY: Routledge, 2016, p. 273-284Chapter in book (Refereed)
Place, publisher, year, edition, pages
NY: Routledge, 2016
Series
Routledge studies of gastronomy, food and drink
National Category
Other Social Sciences
Identifiers
urn:nbn:se:umu:diva-127543 (URN)9781138912922 (ISBN)9781315691695 (ISBN)
Available from: 2016-11-15 Created: 2016-11-15 Last updated: 2018-06-09Bibliographically approved
Walter, U., Jonsson, I. M. & Sundqvist, J. (2015). Eating out: a study of visitors’ value creating activities related to food and meals. In: : . Paper presented at The 24th Nordic Symposium in Tourism and Hospitality and Research, October 1st‐3rd 2015, Reykjavik.
Open this publication in new window or tab >>Eating out: a study of visitors’ value creating activities related to food and meals
2015 (English)Conference paper, Oral presentation with published abstract (Other academic)
Abstract [en]

Restaurant experiences are an important part of a destination’s service offer and restaurants play an important role for visitors’ well-being. High quality of food is essential, but feeling welcome, meeting skillful employees and enjoying the atmosphere are likewise important. Visitors’ experiences related to eating out are multifaceted and could be related to many aspects such as traveling for leisure or in business, meals as social and cultural events and eating out as an urban experience.

This project aims to regard the customer as a person who actively integrates different opportunities in order to create value in a specific context, a customer-dominant-view.

The purpose of this project is to examine drivers of business travellers’ resource integrating activities during their stay at a destination with a special focus on eating out.

Methodological an ethnographical inspired field study approach will be applied, in dialogue with a multidisciplinary research group and representatives from the industry.

The results will illustrate customers’ value creation and resource integration processes related to eating out activities, and give a holistic understanding of visitors’ drivers, interactions and activities regarding eating out. The results will contribute to the development of companies as well as destinations with regard to eating out and meals.

Keywords
Customer value, restaurant experience, resource integration
National Category
Social Sciences
Identifiers
urn:nbn:se:umu:diva-112213 (URN)
Conference
The 24th Nordic Symposium in Tourism and Hospitality and Research, October 1st‐3rd 2015, Reykjavik
Available from: 2015-12-03 Created: 2015-12-03 Last updated: 2018-06-07
Walter, U., Jonsson, I. M. & Sundqvist, J. (2015). Eating out: a study of visitors’ value creating activities related to food and meals. In: Juho Pesonen, Raija Komppula (Ed.), Tourism engagement: co-creating well-being. Proceedings of the 6th Advances in Tourism Marketing Conference. Paper presented at 6th Advances in Tourism Marketing Conference, Joensuu, Finland, 8.-10.9.2015 (pp. 327-329). Joensu
Open this publication in new window or tab >>Eating out: a study of visitors’ value creating activities related to food and meals
2015 (English)In: Tourism engagement: co-creating well-being. Proceedings of the 6th Advances in Tourism Marketing Conference / [ed] Juho Pesonen, Raija Komppula, Joensu, 2015, p. 327-329Conference paper, Oral presentation with published abstract (Refereed)
Place, publisher, year, edition, pages
Joensu: , 2015
Keywords
Customer value, restaurant experience, business traveller
National Category
Social Sciences
Identifiers
urn:nbn:se:umu:diva-112212 (URN)978-952-61-1861-1 (ISBN)
Conference
6th Advances in Tourism Marketing Conference, Joensuu, Finland, 8.-10.9.2015
Projects
Eating out
Available from: 2015-12-03 Created: 2015-12-03 Last updated: 2018-06-07Bibliographically approved
Walter, U. & Edvardsson, B. (2012). The physical environment as a driver of customers' service experiences at restaurants. The International Journal of Quality and Service Sciences, 4(2), 104-119
Open this publication in new window or tab >>The physical environment as a driver of customers' service experiences at restaurants
2012 (English)In: The International Journal of Quality and Service Sciences, Vol. 4, no 2, p. 104-119Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this study is to analyze and describe the drivers in the physical environment that help to form customers' service experiences at restaurants, as described by customers in their own words.

Design/methodology/approach – A critical incident study was conducted through 122 interviews resulting in a total of 195 favourable and unfavourable customer service experiences in restaurants. Data were analysed inductively in accordance with the principles of constant comparison and the results were interpreted by regarding customers as creators of their own meaning.

Findings – The physical environment has both a functional and a social dimension and it is an important driver of customer service experiences in restaurants. Customers interact with these drivers individually and create their own meanings and value expressed as feelings, thoughts, imagination and behaviour.

Research limitations/implications – The results develop the tenets of service-dominant logic by offering some insight into customers' own logic in value creation and the design of the physical restaurant environment.

Practical implications – Customers actively construct their own individual meanings from the physical environment, throughout the whole service process, indicating that the customer service experience is not controlled solely by restaurant management. As some drivers are only experienced in their absence or when they are noticeably disturbing or pleasing, it is important for managers to understand these dimensions in order to treat them appropriately. Both favourable and unfavourable service experiences need to be considered.

Originality/value – The physical environment can be described as a dynamic driver which includes a social dimension and customers are regarded as active creators of their own experience.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2012
National Category
Social Sciences Interdisciplinary Food Science
Identifiers
urn:nbn:se:umu:diva-84498 (URN)10.1108/17566691211232864 (DOI)
Note

Online from: 2009.

Available from: 2014-01-08 Created: 2014-01-08 Last updated: 2018-06-08Bibliographically approved
Walter, U. & Edvardsson, B. (2012). The role of the physical Environment as a driver of restaurant customers’ service experiences. In: : . Paper presented at 21st Nordic Symposium in Tourism and Hospitality Research, Umeå University.
Open this publication in new window or tab >>The role of the physical Environment as a driver of restaurant customers’ service experiences
2012 (English)Conference paper, Oral presentation with published abstract (Other academic)
National Category
Social Sciences Humanities
Identifiers
urn:nbn:se:umu:diva-84500 (URN)
Conference
21st Nordic Symposium in Tourism and Hospitality Research, Umeå University
Available from: 2014-01-08 Created: 2014-01-08 Last updated: 2018-06-08Bibliographically approved
Walter, U. (2011). Drivers of customers' service experiences: A customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities. (Doctoral dissertation). Örebro: Örebro University
Open this publication in new window or tab >>Drivers of customers' service experiences: A customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities
2011 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

It is essential for service companies to understand how their customer service experiences are formed. This is especially important since service experiences are highly subjective and involve customers cognitively, emotionally and behaviorally. Although customer service experiences are a well recognised research topic in both, culinary arts and service research, dynamic interactions, activities and the customers’ active involvement have so far gained little attention. As a consequence the approach in previous research paints a rather static picture of customer service experiences. By introducing the principles of service dominant logic a first person view and the understanding of drivers of customer service experiences could be facilitated. The overall aim of the thesis is to extend and deepen the understandin of drivers of favourable and unfavourable customer service experiences.The context selected is the restaurant context. The overall aim is reflected in four intermediate aims. Two separate studies were conducted. First a two-stage questionnaire based study, describing the phone reservation encounter compared to dining satisfaction; second a critical incident technique study including 195 short narratives of customers’ favourable and unfavourable service experiences at restaurants. Interview data were analysed according to constant comparative analysis principles.The main empirical contributions of this thesis are the move from static descriptions of service to examining dynamic drivers of favourable and unfavourable customers’ service experiences, and especially the analysis of social interactions as a driver of service experiences and the categorisation of drivers. Theoretically the thesis introduces the experience driver constellation, reflecting the dynamic process of co-creation in specific situations,when favourable and unfavourable customer service experiences are formed. Suggestions are made to develop the Five Aspects Meal Model and the Experience Room Framework through the addition of actors, the exterior environment and organisational routines to the models.

Place, publisher, year, edition, pages
Örebro: Örebro University, 2011. p. 108
Series
Örebro Studies in Culinary Arts and Meal Science, ISSN 1652-2974 ; 8
Keywords
customer service experience, experience driver, dynamic, restaurant, co-creation, critical incident technique, phone encounters, experience room, servicescape, social interaction
Identifiers
urn:nbn:se:umu:diva-84545 (URN)978-91-7668-790-1 (ISBN)
Public defence
2011-05-20, Grythyttan, 17:16 (Swedish)
Opponent
Supervisors
Note

Avhandlingen med fulltext och alla delarbeten finns även på sidan

http://oru.diva-portal.org/smash/record.jsf?pid=diva2:403140

Available from: 2014-01-21 Created: 2014-01-08 Last updated: 2018-06-08Bibliographically approved
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