Table 1 – Observation grid

Subject Categories Subcategories Codes

Implementation S.I.
Services
Well-trained staff S.W.S
The taste G.T.
Excellence Concept
Gastronomy The sophistication of the G.S.P.
preparations
Impressive P.V.I.
The perceived value
Not impressive P.V.N.I.
Modern E.M.
Environment Traditional E.T.
Unconventional E.U.
Authenticity With gastronomic specificity E.G.S
Events
Special guests E.S.G.
Unique R.U.
Recipes
Common R.C.
Local P.L.
Procurement
National P.N.
Suppliers
The only customers U.O.C.
Uniqueness More customers U.M.C
Good reviews O.G.R
Opinions
Bad reviews O.B.R.
High R.R.H.
Customers
Response rate Low R.R.L.
Conflict related- Invites back C.M.I.B.
movement Talk through C.M.T.T.
Everyday A.E.
Availability
Certain Days A.C.D.
Positioning Cultural D.C.
Diversity Different styles of music D.D.S.M.
Adaptation of recipes D.A.R
 Table 1 – Observation grid

Subject Categories Subcategories Codes

Evolved over time
Services
Continuous improving
Italian Cousine
Excellence
Kitchen Organic quality supplies

Intimacy
The brought value
Total quality
High standard
Environment Italian Theme
Charming
Authenticity Flexibility
Events
Themes
Longevity
Dishes
For everyone
Confidentiality
Parking
Competitive advantage Value proposition
Word of mouth
Customer retention rate
Very good reviews
Feedback
Staff’s care
Customers Retention rate reasons

Over medium income

Targeted clients
Any nationality
English and Italian
Key skills
Passioned
Personnel