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Department ofManagement & Entrepreneurship

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Hector Robles' MGMT 199 Research Project

Over the course of the Spring quarter, management student Hector Robles undertook his own research project under the guidance of Professor Hooria Jazaieri.

Over the course of the Spring quarter, Hector Robles undertook his own research project under the guidance of Professor Hooria Jazaieri. His research question was, “When it comes to the customer experience, what are the strengths and weaknesses for the Menlo Park location of Charlie’s Mexican Restaurants?” “Charlie’s” is a pseudonym for his family’s chain of Mexican restaurants located in the San Francisco Bay Area. To answer this question, Hector used a mixed method of interviewing current customers and conducting archival data analysis of past customer reviews on Google and Yelp. Some of Hector’s findings included that Charlie’s customers are mostly concerned with the food and service they receive, which is one of the restaurant’s strengths. Although not as common in the reviews, interviews suggested that the restaurant environment was a factor that could be improved at the restaurant. A few future directions he hopes to undertake include doing the same analysis for other restaurant locations and determining how the employee experience affects the customer experience

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