Universidad Católica De Santa María

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Universidad Católica De Santa María UNIVERSIDAD CATÓLICA DE SANTA MARÍA FACULTAD DE CIENCIAS ECONÓMICO Y ADMINISTRATIVAS PROGRAMA PROFESIONAL DE ADMINISTRACION DE EMPRESAS TESIS: “ANALISIS DE LA GESTION DE BRANDING DE LA FRANQUICIA TGI FRIDAY´S Y SU IMPACTO EN LAS PREFERENCIAS DE LOS CONSUMIDORES, AREQUIPA 2015” PRESENTADO POR LOS BACHILLERES: ALENCASTRE FLORES, BRISA MARIA SANCHEZ FERNANDEZ, JOSE DANIEL PARA OPTAR EL TITULO PROFESIONAL DE LICENCIADOS EN ADMINISTRACIÓN DE EMPRESAS AREQUIPA- PERU 2015 “Si no desnudamos nuestra propia mente, jamás podremos desnudar la mente de nuestros consumidores. En un mundo de tanta razón, dejemos de pensar y empecemos a sentir!” Cristina Quiñonez DEDICATORIA A nuestros padres, que nos ayudan siempre y en todo momento. A Dios, por brindarnos la fuerza necesaria. A todas las personas que nos ayudaron de una manera u otra a concluir este trabajo, y finalmente a todo el equipo de TGI Friday’s, que nos ayudaron en toda manera posible. INDICE INTRODUCCION .....................................................................................10 RESUMEN ...............................................................................................11 ABSTRACT ..............................................................................................13 CAPITULO I 1. PLANTEAMIENTO TEÓRICO ..............................................................15 1.1 PROBLEMA ...................................................................................15 1.2 DESCRIPCIÓN ..............................................................................15 1.3 JUSTIFICACIÓN ............................................................................18 1.4 OBJETIVOS ...................................................................................18 1.4.1 OBJETIVO GENERAL ............................................................18 1.4.2 OBJETIVOS ESPECÍFICOS ...................................................18 1.5 MARCO TEÓRICO ........................................................................19 1.6 MARCO CONCEPTUAL ................................................................24 1.7 HIPÓTESIS ....................................................................................39 CAPITULO II 2. PLANTEAMIENTO OPERACIONAL ....................................................40 2.1 TÉCNICAS E INSTRUMENTOS ....................................................40 2.2 ESTRUCTURAS DE LOS INSTRUMENTOS.................................40 2.3 CAMPO DE VERIFICACIÓN..........................................................41 2.3.1 ÁMBITO ..................................................................................41 2.3.2 TEMPORALIDAD....................................................................41 2.3.3 UNIDADES DE ESTUDIO.......................................................41 2.4 ESTRATEGIA DE RECOLECCIÓN DE DATOS ............................43 2.5 RECURSOS NECESARIOS ..........................................................44 CAPITULO III 3. RESULTADO DE LA INVESTIGACION ..............................................46 3.1 COMPORTAMIENTO DEL CONSUMIDOR.......................................46 3.1.1 TÉCNICAS PARA LA REVELACIÓN DE INSIGHTS ................46 3.1.2 SEGMENTACIÓN DEL CONSUMIDOR ...................................64 3.1.3 HÁBITOS DE CONSUMO.........................................................70 3.1.4 MOTIVO DE COMPRA .............................................................76 3.1.5 NIVEL DE SATISFACCIÓN ......................................................78 3.1.6 RESPUESTA AL MIX DE MARKETING ...................................82 3.1.7 PERFIL DEL CONSUMIDOR....................................................88 3.2 COMPORTAMIENTO DEL CLIENTE INTERNO ...............................93 3.2.1 TÉCNICAS PARA LA REVELACIÓN DE INSIGHTS ................93 3.2.2 PERFIL DEL CLIENTE INTERNO ............................................102 3.3 ANÁLISIS DE LA GESTIÓN DE BRANDING....................................105 3.3.1 ESTÁNDARES DEL BRANDING ..............................................105 3.3.1.1 ESTÁNDARES DE LA MARCA NO NEGOCIABLES ........105 3.3.1.2 PROGRAMA S.U.R.F. (OFRECER DIVERSIÓN CON RESPONSABILIDAD)....................................................................106 3.3.1.3 BÁSICOS DEL FOH (FRONT OF HOUSE) .......................107 3.3.1.4 SEGURIDAD DE COMIDA (FOOD SAFETY)....................110 3.3.2 PERSPECTIVA DE LOS GERENTES SOBRE LA OPERATIVIDAD DEL BRANDING EN TGI FRIDAY’S ..................................................112 3.3.3 ENTREVISTAS A ENTRENADORES (COACH).......................134 3.3.4 VALOR DE MARCA ..................................................................147 3.3.4.1 Conciencia de Marca .........................................................147 3.3.4.2 Imagen de la Marca ..........................................................148 3.3.4.3 Fortaleza Financiera .........................................................149 3.3.4.4 Análisis Competitivo de la Marca ......................................150 3.4 IMPACTO EN LAS PREFERENCIAS DE LOS CONSUMIDORES ...152 3.4.1 PERCEPCIÓN DEL CONSUMIDOR FRENTE A LA MARCA TGI FRIDAY’S...........................................................................................152 3.4.1.1 Penetración de la marca ................................................152 3.4.1.2 Recordación de marca...................................................153 3.4.1.3 Productos más recordados ............................................154 3.4.1.4 Fidelización del Consumidor..........................................155 3.4.1.5 Perfil del Consumidor de TGI Friday’s ...........................156 3.4.2 PERCEPCIÓN DEL CLIENTE INTERNO FRENTE AL BRANDING INSTITUCIONAL................................................................................157 3.4.2.1 Evaluación del Cliente Interno .......................................157 3.4.2.2 Insight de marca – consumidor interno ..........................166 3.4.2.3 Perfil del Cliente Interno de TGI Friday’s .......................167 3.5 CONSTRUCCIÓN DE LA MARCA ....................................................168 3.5.1 BLOQUES CONSTRUCTORES DE MARCA ...........................168 3.5.1.1 Prominencia...................................................................168 3.5.1.2 Desempeño ...................................................................169 3.5.1.3 Imágenes .......................................................................171 3.5.1.4 Juicios............................................................................172 3.5.1.5 Sentimientos ..................................................................173 3.5.1.6 Resonancia....................................................................173 3.5.2 ETAPAS DE LA CONSTRUCCION DE MARCA ......................174 COMPROBACIÓN DE HIPÓTESIS .........................................................184 CONCLUSIONES.....................................................................................185 RECOMENDACIONES ............................................................................187 BIBLIOGRAFIA ........................................................................................189 ANEXOS ..................................................................................................192 INDICE DE IMÁGENES Imagen 3.1-1 ............................................................................................51 Imagen 3.1-2 ............................................................................................51 Imagen 3.1-3 ............................................................................................51 Imagen 3.1-4 ............................................................................................52 Imagen 3.1-5 ............................................................................................52 Imagen 3.1-6 ............................................................................................53 Imagen 3.1-7 ............................................................................................53 Imagen 3.1-8 ............................................................................................53 Imagen 3.1-9 ............................................................................................54 Imagen 3.1-10 ..........................................................................................54 Imagen 3.1-11 ..........................................................................................55 Imagen 3.1-12 ..........................................................................................55 Imagen 3.1-13 ..........................................................................................56 Imagen 3.1-14 ..........................................................................................57 Imagen 3.1-15 ..........................................................................................58 Imagen 3.1-16 ..........................................................................................58 Imagen 3.1-17 ..........................................................................................58 Imagen 3.1-18 ..........................................................................................58 Imagen 3.1-19 ..........................................................................................60 Imagen 3.1-20 ..........................................................................................60 Imagen 3.1-21 ..........................................................................................60 Imagen
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