Understanding Mature Customers in the Restaurant Business

Summary

The study reported here examined die differences between intangible service experiences of mature and younger customers in quick-service, casual, and fine-dining restaurants. The authors used ten unpleasant service experiences to identify the significant experiences that can impede satisfaction in three types of restaurants. No unpleasant service experiences were significant for either mature or young customers. However, in the casual dining restaurants, the (1) lack of product knowledge and (2) inattentive servers created significantly unpleasant service experiences for mature customers. In the quick service restaurant, the (1) lack of product knowledge, (2) inattentive servers, (3) rudeness, and (4) lack of cleanliness produced significantly unpleasant service experiences which in turn impeded the satisfaction for the mature customer. The reasons for these findings are discussed, and the authors suggest that the restaurant industry pay more attention to the mature population in order to increase both customer satisfaction levels and profits. A literature review precedes a discussion of the characteristics and service requirements of mature restaurant customers.     

Dining Chinese

Abstract

With the growing popularity and consumption of Chinese cuisine, it is crucial for restaurateurs to acquire knowledge of consumer expectations and dining satisfaction. The purposes of this study were: to determine patrons' perceptions and attitudes Chinese restaurant dining and to determine if there is a difference between diners of Chinese descent, other Asians, and all other patrons with regard to their expectations concerning dining at Chinese restaurants. A structured questionnaire was used to determine the dining preferences of 192 customers of eight full service Chinese restaurants. The results indicated that slightly over 60% of the respondents considered themselves to be knowledgeable of Chinese regional cooking. Fifty-one percent of the respondents felt that the food in the restaurants was similar to the food prepared in restaurants in China, Hong Kong, and Taiwan; however, 53% said the food was adjusted for American taste. Over 63% of the respondents wanted the restaurant to appear somewhat authentic. It was found that there were no significant differences between the subgroupsstudiedonthe questions.     

Assessing Service Quality in Korean Casual-Dining Restaurants Using DINESERV

ABSTRACT

This study aimed to validate the five dimensions of DINESERV and evaluate service quality of foreign-brand, casual dining restaurants in Korea using DINESERV. It was hypothesized that DINESERV is a valid instrument in the Korean culture, and service quality differs significantly based upon customers' characteristics and restaurants. The factor analysis indicated that (1) tangibles had three subdimensions, and (2) responsiveness had a substantial overlap with assurance. Restaurants in the chain displayed significantly different service qualities. Gender, average spending, and dining occasions significantly impacted the perceptions of service quality.     

A Thirst for the Real Thing in Themed Retail Environments

ABSTRACT

The restaurant industry is experiencing a trend toward “authentic” ethnic restaurants that promise not only authentic food from a specific culture, but also an authentic dining experience and decor. For many consumers, these ethnic dining experiences constitute their sole contact with foreign cultures. This paper explores the importance of authenticity in ethnicthemed restaurants. It considers the methods employed and the frames of reference used to create these themed environments, consumers' abilities to delineate the real from the fake and the importance of authenticity as a component of the consumption experience. This exploratory study used qualitative research methods to report emerging themes derived from one type of ethnic restaurant, Irish pubs in Savannah, Georgia during St. Patrick's Day festivities. Managerial and research implications are offered.     

Attitudes of Korean College Students Towards Quick-Service,Family-Style,and Fine Dining Restaurants

Abstract

A research instrument was developed to identify attitudes of Korean college students towards quick-service, family-style, and fine dining restaurants. Of the 350 questionnaires distributed, 292 (83%) were returned and usable. Respondents had the most positive attitudes toward fine dining restaurants, followed by quick service and family-style restaurants. Family-style restaurants, however, were most frequently patronized by respondents for their regular meals. “Good taste” was found to be the determining factor in selecting a restaurant for regular meals among Korean college students. Implications for Korean restaurant operators, researchers, and restaurant operators in other countries were provided.     

An investigation of restaurant food safety performance: A comparison between ethnic and nonethnic and chain and independent restaurants in Louisiana

This study examines health inspection data from casual dining restaurants and compares differences of food code violations between ethnic and nonethnic restaurants. A total of 7,415 violations were retrieved from the restaurant inspection reports of 769 restaurants. Ethnic restaurants have more violations than nonethnic restaurant in categories related to food time/temperature violations, cross contamination, and food condition/surface/labels. Nonethnic and chain restaurants had fewer behavioral violations than ethnic and independently operated restaurants. Ethnic restaurants were 1.74 times more likely than nonethnic restaurants to have critical violations. Meanwhile, independent restaurants were 1.64 times more likely than chain restaurants to have critical violations.     

Determinant Factors and Choice Intention for Chinese Restaurant Dining

Abstract

The purpose of this study is to identify important selection attributes for customers dining at Chinese restaurants in the state of Indiana, and the determinant and predicting factors in customers' intentions to return. A closed-ended questionnaire was used, and a systematic sampling approach was employed to survey a sample of customers in three Chinese restaurants in Indiana. The data were analyzed using factor and multiple regression analysis. A four-dimensional structure was established from 14 selection attributes. The results of the study indicated four dimensions that were significantly related to the likelihood of customers returning to the same restaurants, as follows: “Food and Environment,” “Service and Courtesy,” “Price and Value,” and “Location, and Advertising and Promotion.”     

Understanding How the Web Works!

ABSTRACT

Creating dining environments that make customers feel comfortable is a key goal of restaurant designers and operators. By applying basic precepts of environmental psychology to restaurant seating configurations, foodservice managers may be able to enhance the guest experience without sacrificing operational efficiency. This paper reviews the environmental psychology literature related to seating behavior, and analyzes the designs of ten representative chain restaurants to determine if these psychological principles appear to be supported in a successful foodservice operation. It also examines the seating behavior of different cultures, and suggests approaches to foodservice design that may appeal to an international market. While environmental psychology literature rarely addresses foodservice environments directly, many of its findings can be applied to restaurant settings. An analysis of the floor plans of five quick service restaurants and five table service restaurants outlines how some operations have provided seating configurations that assist customers in defending personal territory. Research that examines seating behavior in a wide range of foodservice settings and across cultural groups would be a valuable addition to the literature while providing foodservice managers and designers with excellent data for making seating layout decisions.     

The Challenges That Face Restaurants in Attracting and Meeting the Needs of the Mature Customer

Abstract

The physiological and psychological changes that older customers experience demand a more sedulous look by restaurants in order to better understand the wants and needs of this consumer. This paper discusses factors that affect appetite and nutrition of older customers and obstacles that inhibit their restaurant patronage. The paper provides ways of addressing these issues to attract this segment of the population and increase the quality of their dining experience.     

餐饮型物流企业前景分析

随着经济的飞速发展,现代人的生活水平逐渐提高且生活日益繁忙,处于快速生活节奏中的人们越来越重视餐饮的质量与形式,也越来越需要省时、高效、正规的外送餐饮服务,餐饮物流配送方式则成为最便利受欢迎的用餐方式。可以预见,创建专业的餐饮物流型企业,与不具备送餐业务能力的餐饮连锁或个体餐厅形成合作,将具有广阔的市场发展空间。     

An Examination of the Relationship Between Employee Behavior/ Non-Behavior and Customer Satisfaction in Quick Service Restaurants

ABSTRACT

The major objective of this research is to explore the relationship between employee behavior/non-behavior and customer satisfaction in quick service restaurants. Four behavioral components (employee reliability, employee responsiveness, employee assurance, and employee empathy) and one non-behavioral component (the physical environment) are identified.

The survey questionnaire included the modified SERVQUAL instrument (Parasuraman, Zeithaml, and Berry, 1991) in addition to questions about satisfaction. A convenience sample of 125 participants was used to collect data by frequenting selected quick service restaurants. The results identified significant positive correlations between three of the five behavior/non-behavior constructs (employee responsiveness, employee assurance, and the physical environment) with three of the four identified dimensions of customer satisfaction (satisfaction with the food, satisfaction with the task/service, satisfaction with the price, and overall satisfaction).     

Independent Restaurant Manager Correctness in Assessing the Legality of Selected Activities

ABSTRACT

This study examined the degree to which independent restaurant managers were able to correctly judge which of a series of potential unethical activities were illegal, under federal regulations and which were not. Mail survey results indicated that the managers were unable to accurately identify more than half of the selected practices under study. Managers of smaller independent restaurants were less accurate than their counterparts in larger independent restaurants, in making these judgments.     

Investigating the importance and cognitive satisfaction attributes of service quality in restaurant business - a case study of TASTy steakhouse in Taiwan

ABSTRACT

In this research, we proposed an effective approach to investigate the importance and satisfaction attributes of service quality of a restaurant business. For understanding the gaps of service quality cognition between consumers and servers, our work can be used as a reference for helping restaurants improve their service quality and reuse their resources effectively. We applied DINESERV scales and five-point Likert scales as quantitative research tools. The Kano model, customer satisfaction index, regression analysis, improvement effort index, and importance-performance analysis (IPA) were applied as measurement tools to examine the importance of various service attributes. Our approach was implemented in a famous restaurant in Taiwan: TASTy Steakhouse. The relative priority of service quality attributes for improving this chain restaurant and its competitiveness are ranked and discussed.     

The Foodservice Supplier's Sales Environment

ABSTRACT

This study is designed to assist small meat processors seeking to expand their sales volume. The analysis pertains to a procurement survey of 191 restaurants. Fifty-one different variables are analyzed by means of cross-tabulations among different restaurant groups. For example, three restaurant annual sales groupings (under $500,000, $500,000 to $2,000,000, and over $2,000,000) are used to examine which of these fifty-one restaurant variables significantly differ by group. Other cross-tabulations are also presented regarding dinner ticket price levels, management structure, and chain affiliation, respectively. Many significant differences are found to exist in terms of food quality, delivery methods, product types, and more. Small meat processors will be able to develop more effective sales growth strategies through gaining an understanding of such differences. This study should be of value to small food manufacturers interested in direct marketing to restaurants. For example, based on the general findings of this study, small food manufacturers should place greater emphasis on product quality rather than price when selling their products to larger restaurants since supply quality is of greater importance than cost to these restaurants.     

The Effects of Coupon Promotion on Repeat Visits in Restaurants

Abstract

Will customers' intention to return to a restaurant increase with coupon promotion? To answer this question, this study examines the hypothetical effects of coupon promotion on return visits to restaurants. Based on a literature review, three hypotheses were developed to test the effect of a coupon, its face value, and a patron's prior dining experience on return intention. The authors found that neither coupon use nor coupon face value contributed to explaining respondents' return intentions. However, repeat customers have a greater likelihood of returning to the restaurant than new customers. The study also showed that the quality of food and service were key indicators of return intention.     

Using Focus Groups to Determine Specific Attributes That Influence the Evaluation of Quality Food and Service Quality in Continuing Care Retirement Communities

Abstract

Residents' perceptions of the specific quality attributes of food and service that affect the quantity of food consumed and their satisfaction with the dining service were explored. Eight focus groups composed of 45 residents were conducted in three continuing care retirement communities. When asked to identify the two most important attributes affecting food quality, the participants identified flavor/taste and texture/tenderness of meat. Appearance of staff and attentiveness of service were the most important attributes affecting service quality. These results can be used in identifying strategies to enhance the quality of food and service and overall satisfaction and developing an instrument to evaluate residents' satisfaction.     

Factors Contributing to Internal Customer Satisfaction and Commitment in Quick Service Restaurants

Abstract

The fast-paced, highly competitive nature of quick service restaurants (QSRs) has motivated members of the industry to develop creative ways to optimize customer satisfaction. This search for competitive advantage has fueled an increased interest in employees as “internal customers” who are primarily responsible for external customer satisfaction. The hospitality industry is unique in that employees are part of the product; they directly provide the service component. This project surveyed over 900 hourly and salaried employees at 61 QSRs. The results indicate strategies and tactics to maintain satisfied and “actively” as well as “passively” committed employees. In turn these employees may be an employer's greatest marketing tool.     

Assessment of the environmental sustainability of restaurants in the U.S.: The effects of restaurant characteristics on environmental sustainability performance

ABSTRACT

This paper investigated the current levels of environmental sustainability in restaurants across the U.S. to determine whether a restaurant’s proclivity for environmental sustainability depended on its characteristics such as chain affiliation or restaurant type.

A web-based survey was administered to 2,500 top-level restaurant managers, from which a total of 218 responses were judged as usable. The data were analyzed using independent

sample t-tests and ANOVA. This study presents an in-depth account of the environmental sustainability in restaurants across the U.S. based on an evaluation of top-level managers. This study also highlights the differences in restaurant environmental sustainability across different restaurant segments.     

Food safety attitudes and practices of chefs in Cappadocia region,Turkey

ABSTRACT

Chefs working at hotels, restaurants, and public institutions play a major role in food safety. The aim of this study is to explore attitudes and practices regarding food safety issues among chefs in the Cappadocia region, Turkey. The data was collected using a convenience sampling method of the non-probability sampling technique. The survey was conducted between the period of September 2018 and November 2018, and 108 chefs working at hotels, restaurants, and public institutions participated. The data were analyzed using frequencies, exploratory factor analysis, independent sample t-test, ANOVA, correlation, and simple linear regression analyses. Most of the chefs (79.6%) had taken a basic food safety training course. The findings reveal that there are statistically significant (p < .05) differences between groups: (a) demographics and attitudes, and (b) demographics and practices. The findings also show that there is a significant (p < .05) and positive correlation (r = 0.48) between the attitudes and practices of chefs. This study posits that food safety trained chefs have higher scores in terms of both attitudes and practices than those who have not received. It is recommended that all chefs should be encouraged to attend food safety training programs. Practical and academic implications are discussed in detail.     

Marketing luxury services beyond affluence in the new normal: Insights from fine dining during the coronavirus pandemic

The market for luxury is no longer exclusive to the affluent society and the prevalence of conspicuous consumption among the mass society is a testament to the rise of mass prestige (masstige). Of particular interest in this study is fine dining, a luxury service that consumers pursue and enjoy in the hospitality industry. Though many studies on luxury goods avail, few studies have investigated luxury services such as fine dining, with little insights on the impact of the coronavirus pandemic on its consumption. We argue that research in this direction is important given the unprecedented impact that the pandemic has had on humanity and the need to respond to potential changes in customer expectations for luxury services such as fine dining in a post-pandemic era. Hence, in this study, we investigate the antecedents and consequences of customer satisfaction with fine dining using a Delphi study to acquire and examine field data from customers who continue to dine in fine-dining restaurants during the pandemic. Our findings suggest that fine diners place an emphasis on food quality (sensory experience, satiety value, menu selection), hygiene, and price when evaluating their satisfaction of the fine-dining experience during the pandemic, which significantly influences their future recommendation of the fine-dining restaurant to others. No significant differences in customer behavior based on income were observed, thereby lending credence and support to the idea of masstige marketing.