for the dining industry and customers
1. Most consumers have a low awareness of reservation.
2. There is No Preceding study on No-show in the domestic restaurant business until 2016.
1. Change the perception of the reservation that the consumer has.
2. Study the No-Show and suggest an adequate solution.
1. No-show is a person or a situation that reserves space but neither uses nor cancels the reservation.
2. A domestic ratio of No-Show in service industry compared with Europe and North America.
3. A domestic ratio of No-Show in dining industry is increasing.
4. The big effect of reducing the No-Show by one percent.
5. Existing preventions
No-Show is NO!
Korea foodservice industry association
No-Show is NO!
Korea foodservice industry association & Hite Jinro
No-Show No Chef
Star chef SNS
Charging sum of money to confirm reservation.
Cancellation fee(Credit information)
Charging for failing to fulfill reservation.
Charging for a portion of food and etc.
Taking reservation a small amount of portion or none of the whole seats.
Taking more reservation than available seats.
Membership service to give point to punctual customers.
Providing a better seat to punctual customers.
Making a list of No-Show then taking reservation based on the list.
Showing a list of No-Show on the internet.
No-Show causes economic damage amounts to 8.3 trillion won a year in production losses as well as a hundred thousand job losses.
Customers do not perceive No-Show as a social problem and they have lack of understanding reservation system.
A shortcoming of current No-Show campaign and difficulty to apply policy exist.
Interviewed 15 customers and 15 restaurant owners. And surveyed 85 people. Research of 51 news, 7 blogs, and 27 papers are included.
Viewers felt public campaign messages as a coercive notice and this result in adverse effects due to psychological resistance. So the new design solution tried to approach viewers in a friendly manner. It is an AR campaign that can be experienced with smartphones which have high portability and media accessibility. In AR, cute characters explain various information about the show to customers in a fun way. We used AR service since it increases the existing sense of learning activity, and enables intuitive and empirical learning.
Both consumers and restaurant owners have been negative about the anti-No-Show policies, but the following simple IT solutions can reduce No-Show damage. Previously, consumers were burdened with canceling reservations by phone call, and it was inconvenient for businesses to make phone calls to check. However, it is possible to reduce the damages caused by No-Show by providing text-notification service that automatically notifies reservation contents before reservation time. Reservation contents induce consumers to fulfill reservation and users can simply implement cancellation and reservation changes in text messages.
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