Eat Me, Bangkok: A Successful Restaurant Business Operation

Abstract

Eat Me is an independent restaurant located in the heart of Bangkok and has been operating successfully for 16 years, since 1998. This success is underscored by statistics which claim that independent restaurants face a higher failure rate than franchised ones. In-depth interviews undertaken for this study reveal indications that the restaurant’s success is founded on its operational Servuction System. The research also sets out detailed information about the success factors for this challenging area of business.
“Practicing” and “observing” are the most significant benchmarks for back-of-the-house employees, while the front-of-the-house staff are trained to focus on customer engagement through “positive thinking” and a “service-mind” attitude. Along with this dining service philosophy, Eat Me is set within an “art gallery” atmosphere which creates a friendly environment, attracting new customers and motivating employees. Above all, the concept of shared restaurant ownership is considered to be a key factor driving the success of a restaurant business such as Eat Me.

Keywords: Eat Me, Restaurant, Servuction System, Service