V. V. Filatov,
Doctor of Economics, Associate Professor, Professor of the Department of Commerce and Service Kosygin Russian State University (Technology. Design. Art)”, Russia, Moscow
N. Yu. Logunova,
Candidate of Technical Sciences, Associate Professor, Associate Professor of the Department of Computer Science and Computer Technology of Food Production Moscow State University of Food Production, Moscow, Russia
M. V. Buzulutskaya,
Candidate of Economic Sciences, Associate Professor, Associate Professor of the Department of Management, Economics and History of Physical Culture and Sports Moscow State Academy of Physical Culture, Moscow, Russia
V. A. Gert,
Member of the temporary scientific and practical group Kosygin Russian State University (Technology. Design. Art)”, Russia, Moscow
The purpose of the work. In this article, the Michelin star is considered as an international criterion for the
quality of catering and service enterprises. The purpose of the article is to show the importance of customer
service for increasing competitiveness in the hotel and restaurant business market and its further development.
Materials and methods. Currently, the food industry uses a few methods for determining the quality of services, the most common of which are “secret guest” and SERVQUAL.
Results. The peculiarity of the Michelin guide is that due to the multi-stage restaurant evaluation system and the frequency of release, new establishments do not get into it immediately. Therefore, the guide is suitable for finding good restaurants with delicious food, and not to find a new popular place with big ambitions.
Conclusion. Thus, the above research shows that quality standards lead to healthy competition and moves companies forward. After all, to get into the Michelin guide, you need to prove your exclusivity, not only the chef, but the whole team must obey a special quality standard to eventually stand out among competitors and make them think about their system of work.
customer service, Michelin stars, company, guide, cuisine, guidebook, image, restaurant.