American theme restaurants: A study of consumer's perceptions of the important attributes in restaurant selection

In recent years, a number of American theme restaurants have established in Hong Kong. Keen competition exists for this type of restaurants. Customers who visit this type of restaurant seem not only to enjoy their food but also to enjoy their environment. However, little is known about what customers expect and how they select this type of restaurant. In order to have an understanding of customers’ behaviour in relation to the customers’ perceptions of important restaurant attributes in selecting an American theme restaurant in Hong Kong, a study was conducted. The results indicated that ‘Food quality’, ‘Servers’ attitude’, ‘Value for money’, ‘Atmosphere’ and ‘Word‐of‐mouth’ were the five important restaurant dimensions as considered by consumers in selecting an American theme restaurant. Customers for this type of restaurant are likely to be professionals, highly educated and belong to the middle‐income group in the society. Customers usually go to the American theme restaurants for meetings, fun and enjoyment. Marketing implications and directions for future studies are discussed.     

Revenue management strategies under the lunar–solar calendar: Evidence of Chinese restaurant operations

This paper discusses the lunar–solar calendar-driven festivals that affect Chinese restaurant operations. In-depth interviews and a survey were carried out with 50 catering professionals to provide information that was subsequently used to estimate the change of restaurant turnover due to the identified festivals. Four core common lunar–solar calendar-driven festivals that create more demand for dining out across China were identified. They generated extra revenue, which was nearly 10% of total annual business for restaurants. The study also ascertained 21 measures related to revenue management strategies to cope with these demand variations. In addition, a new restaurant revenue management strategy framework was developed. Recommendations based on this study were suggested to multi-functional restaurants and hotel systems.     

Study on the Utilization of Restaurant Services by the Disabled and their Demand for Better Access in Korea

This study is on disabled peoples' utilization of and demands for better access to restaurants, which are a social and cultural activity. A survey was conducted on 172 physically or mentally challenged persons regarding their utilization of restaurants, criteria for choosing a restaurant, inconveniences while visiting restaurants and requests for improvements. For dining to be more accessible to the disabled, mobility within restaurants, accessibility to restaurants and improvements in their facilities are urgently needed. A change in attitude by the people in the restaurant industry and encouragement at the government level are also needed.     

电子口碑对餐厅在线浏览量影响研究

Web 2.0技术和用户创造内容的发展改变了人们搜索和分享信息的方式,电子口碑作为传统口碑在互联网时代的发展产物,日渐成为消费者收集信息和进行决策的主要渠道。特别是近年来第三方点评网站数量不断增加,汇集了海量的信息,形成电子口碑效应,但是目前对这种效应的评价和测量研究不足。因此,文章借助第三方点评网站,研究消费者点评和编辑点评对餐厅网页浏览量的影响以及点评网上呈现餐厅的哪些口碑因素是吸引消费者浏览餐厅网页最重要的因素。研究发现,这两种形式的电子口碑对增加餐厅网页浏览量都具有显著的作用,编辑点评的重要性开始凸显,但消费者点评的作用更强。其中,点评数量是影响消费者浏览餐厅网页的最重要因素,其次是价格因素和消费者在餐厅网页上发布的图片。在餐厅体验的3个基本因素中,食物味道是影响餐厅网页浏览量最重要的因素。研究结果对第三方点评网站和旅游企业都具有重要的现实意义。     

Recruitment and Retention Practices in Independent and Chain Restaurants

Abstract

The management of employees in the restaurant industry is a major challenge that operators must address as companies work to find the best employees in a shrinking labor market. An exploratory study of twenty restaurants (ten independent and ten chain restaurants) investigated similarities and differences in employee recruitment and retention practices. Personal face-to-face interviews with managers disclosed a variety of interesting practices and ideas in the management areas of recruitment, interviewing and hiring, incentives, discipline, and retention. Environmental issues (relating to atmosphere and work environment) were most frequently cited by managers as reasons employees choose to work and remain in restaurants. Compensation and monetary awards were second in importance, followed by work schedule. This analysis provides an understanding from the manager's viewpoint of why employees work in restaurants and offers a perspective in current practices in employee recruitment and retention processes.     

Change in Consumer Patronage and Willingness to Pay at Different Levels of Service Attributes in Restaurants: A Study in India

Consumer patronage and consumer willingness to pay are the two most important criteria for business development. The current study investigates the changing preferences of consumers in a developing economy with respect to three major service attributes from the restaurant industry: food quality, service, and ambiance. Results indicated that consumers give greater preference to quality over service in high-end restaurants and prefer service compared with ambiance in quick-service restaurants. Food quality was found to have strong interaction effect with two other variables. When food quality was improved from low to high, consumer preferences for ambiance and service tended to change accordingly in the same direction, but not necessarily at the same level. Thus, restaurateurs have a strategic advantage when they choose high quality food and an appropriate level of service or ambiance. Consumer expectations are significantly different for high-end, full-service restaurants and quick-service restaurants in service attributes.     

Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment

This study empirically examined not only the relationship between perceived quality and satisfaction/loyalty, but also the role of customer perceptions of atmospherics in an ethnic restaurant segment. Specifically, this study, using hierarchical regression analyses, investigated the direct effects of service quality and food quality on customer satisfaction and loyalty as well as the moderating effect of the perception of atmospherics, in Korean restaurants. As expected, this study showed that service and food quality have positive and significant effects on customer satisfaction and loyalty. This suggested that, similar to other restaurant segments, employee service and food are of great importance for ethnic restaurants as well. Verifying the moderating role of atmospherics, however, this study found that good employee service can be more effective for increasing the satisfaction and loyalty of customers with a low perception of the atmospherics compared to those with a higher perception. Further, providing quality food is particularly critical for creating customer satisfaction in ethnic restaurants where atmospherics are not satisfactory. More detailed findings and implications are also discussed.     

Exploring the Use of Activity Based Costing in the Restaurant Industry

Abstract

Traditional cost accounting systems have been replaced in recent years in the manufacturing sector by Activity Based Costing (ABC) systems. In spite of this trend in manufacturing, ABC systems have made few inroads in the services and hospitality sector, particularly in the restaurant industry. In this study, restaurant controllers in the United States were surveyed to identify their knowledge about, and use of, ABC systems. The results show that the use of ABC in the restaurant industry is almost non-existent for a variety of reasons. However, restaurants may be an ideal setting for the application of ABC tools due to the inherent characteristics of the industry.     

Examining the impact of experiential value on emotions,self-connective attachment,and brand loyalty in Korean family restaurants

ABSTRACT

This study examines how experiential value as perceived by customers of Korean family restaurants influences consumption emotions, self-connective attachment to the restaurant brand, and, ultimately, brand loyalty. Having conducted a comprehensive literature review, the study proposes and estimates a model that specifies the interrelationships among four dimensions of experiential value (i.e., atmosphere, escapism, customer return on investment, and service excellence), and latent variables of positive and negative emotions, self-connective attachment, and brand loyalty. Analysis with structural equation modeling was conducted with data collected from customers of family restaurants in South Korea. The results show that dimensions of experiential value influence either positive or negative emotions. The emotion variables, together with self-connective attachment, also mediate the relationships between perceived value of dining experience and brand loyalty.     

Service Quality Measurement and Triadic Interaction

Abstract

The authors recognise the importance of the service quality encounter and the critical roles played by three direct stakeholders: customers, front-line staff and operational managers, in the assessment of restaurant service quality. The paper therefore argues the merits of adopting a triadic perspective on restaurant service quality assessment and presents the details of a comparative analysis of stakeholder perceptions of service quality performance that was undertaken in three full-service restaurants in Manchester, U.K. The results showed that service providers tended to overrate the quality of service in full-service restaurants, if customer perceptions are used as the standard of comparison. Managers' ratings showed the least convergence with those of customers whilst there was a high degree of convergence between the perceptions of front-line service providers and customers on many of the dimensions. With the exception of the tangible dimension, there were statistically significant differences in service quality performance between the perceptions of stakeholders. Overall, the results have highlighted areas of particular concern and priority which require more in-depth research with qualitative methods; they therefore support the adoption of a triadic perspective in the assessment of restaurant service quality performance.     

Consumer Confidence Regarding the Safety of the US Food Supply

ABSTRACT

This study assessed the perceptions of Kentucky consumers regarding the safety of the nation's food supply. Data were collected through a telephone survey of 728 respondents. Overall, most consumers were very or somewhat confident in the nation's food supply. Significant differences were noted among consumers based on age, gender and household income. The most likely locations for food safety problems were identified as food processing plants, followed by restaurants. Respondents that were most confident in the nation's food supply believed food poisoning occurred less frequently than those who were not confident in the food supply. Those consumers who were very confident and somewhat confident in the food supply had a significantly different perception of health risks in food from germs, pesticide residues and preservatives than those who had no confidence in the food supply. Respondents with someone in the household working in the foodservice industry were not significantly different in their confidence of the nation's food supply, or in their opinion of where food safety problems occur, than those who did not. Implications for the foodservice and hospitality industry are discussed.     

Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations

This study empirically examined which restaurant experiences trigger customers to engage in positive electronic word-of-mouth (eWOM), where the quality of restaurant service (food quality, service quality, atmosphere, and price fairness) is the antecedent of eWOM communication. The results of this study suggest that (1) restaurants’ food quality positively influences customers to spread positive eWOM, motivated by their desire to help the restaurant; (2) satisfactory restaurant experiences with service employees triggered positive eWOM, motivated by the need to help the restaurant or to express positive feelings; (3) a superior atmosphere in restaurants elicited positive eWOM motivated by a concern for others; and (4) price fairness in restaurants did not drive restaurant customers toward eWOM. Additionally, this study investigated sources of positive eWOM and types of eWOM media used among opinion leaders in the restaurant industry to enhance the practical implications of the study regarding online marketing. Because of the small number of opinion leaders in the study sample, specifying who the opinion leaders were (the source of eWOM) and the type of eWOM media the opinion leaders used had no effect. Further discussion and implications are provided in the text.     

Sexual Harassment in the Hospitality Industry: Perceptions of Restaurant Employees

Abstract

With the cost of litigation and the dollar amount of settlements both increasing substantially, it is with a pro-active view to look at the perspective of sexual harassment by restaurant employees. The purpose of this study is to measure female restaurant employees' and male restaurant employees' perceptions and attitudes on sexual harassment in the restaurant industry. By analyzing the responses of the female restaurant employees and male restaurant employees, a better understanding of the similarities and differences among these two distinct employee segments could be obtained. This research paper will try to provide some useful information when it comes to sexual harassment in the restaurant industry and what policies should be implemented.     

Developing green management standards for restaurants: An application of green supply chain management

Hospitality businesses influence the sustainability of their natural environment by consuming significant amounts of natural resources. However, research on applying green supply chain management (GrSCM) with process of food production to construct green management indicators for restaurants is lacking. This study thus establishes a green management standard with GrSCM that green restaurants can implement. This study combines GrSCM and food and beverage management to develop green restaurant standards, and primarily adopts the Delphi Technique to develop green standards of restaurant management. A total of 23 experts from government, industry, and academia were invited to participate. The results show that green restaurant management standards comprise three facets (green foods; green environment and equipment; and green management and social responsibility), nine sub-facets, and 81 indicators: besides five indicators for the new established restaurant, the remaining 76 were standards for existing restaurants in Taiwan. In addition to its practical implications, an important contribution of this study is its application of GrSCM to establish a green management standard for restaurants.     

Independent restaurant operator perspectives in the wake of the COVID-19 pandemic

The purpose of this study was to assess the perceptions and attitudes of South Carolina independent full-service restaurant operators in relation to the operational and economic effects of the COVID-19 pandemic. The study utilized a mixed-methods approach that first partnered with local administrative and governmental bodies to disseminate a short survey. The survey was open to respondents for a 5-week period, beginning May 4th, 2020, which was when restaurants were permitted to reopen indoor dining, but with seating capacity restrictions to ensure social distancing. The second qualitative stage employed semi-structured post-survey interviews with selected independent restaurant operators from across the state. The results indicated that 25% of the restaurants polled did not survive the nearly two-month closure. Less than a quarter of respondents were unable to bring back their company’s employees to pre-pandemic levels. The CARES Act financial relief programs were favored by most (81%) of the surveyed restaurant operators. Approximately 65% of the respondents did not feel they could keep their restaurants open if the pandemic restrictions remained in place until 2021. The respondents were split as to the future viability of the hospitality and tourism industry. The study offers guidance and managerial strategies for other independent full-service restaurant operators, as the COVID-19 pandemic continues to evolve.     

Why Do People Leave? a Study Of Nonsupervisory Restaurant Employees’ Polychronic Time Use Preference and Turnover Intention

ABSTRACT

The purpose of the study was to present a comprehensive view on the associations among polychronicity, job satisfaction, work engagement, and turnover intention within a restaurant context. Using a sample of 252 servers in full-service restaurants, structural equation modeling results found that polychronicity positively linked with job satisfaction, work engagement, and turnover intention. An indirect effect from polychronicity to job satisfaction to turnover intention was found. Results can assist restaurant managers in selecting candidates that best fit their organization. It will also assist employees in determining which career path best matches their personality traits.     

Measurement of Satisfaction with ICT Services Implementation and Innovation in Restaurants (Case Study: Isfahan,Iran)

Nowadays, Restaurant is one of the most important factors in the choice of holiday destinations for tourists and contributes to the development of the local economy. This research is an initial attempt to investigate consumer behavior (tourist behavior) and the attitude of restaurant managers to the application of innovation and information and communication technology (ICT) in hotel restaurants. On the basis of the results of this study it can be concluded that tourists and restaurant managers in the city of Isfahan are interested in exploiting the application of innovation and ICT in hotel restaurants.     

Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?

This study investigates American customers’ perceptions of Chinese restaurants in the U.S., using the Importance–Performance Analysis (IPA) approach. This study also examines which attributes of Chinese restaurants influence American customers’ satisfaction and behavioral intentions. The IPA shows that environmental cleanliness and attentive service are two important areas where Chinese restaurateurs can make improvements. In addition, food taste and service reliability appear to be key attributes for Chinese restaurants’ success. Overall, this study indicates that food quality, service reliability and environmental cleanliness are three pivotal attributes to create satisfied customers and positive post-dining behavioral intentions. Chinese restaurant managers should reasonably allocate their limited resources to restaurant attributes based on their contributions to customer satisfaction and behavioral intentions.     

Strategy Communication in Family-Owned Restaurants: Ad Hoc and Ad-Lib

ABSTRACT

Most New Zealand restaurants are small family-owned businesses, which could be expected to communicate their purpose, business strategy, and goals to their employees. However, this expectation may be at odds with the informal mode of a family operation. This exploratory study therefore examines the communication of strategies in family-owned restaurants to determine the likely impact of family ownership on strategy communication. Interview data from family business owners and employees indicate that communication was largely ad hoc, relating to tactics more than strategies, and that many owners lacked the skills needed to operate a profitable and successful business. The weak understanding of strategic business skills identified may explain the high rate of failures identified in the New Zealand restaurant industry.     

Perceptions of restaurant employees in Asia Pacific on sexual harassment in the hospitality industry

A major issue facing all of the hospitality industry is that of sexual harassment and the explosion of the number of sexual harassment lawsuits being filed. According to the National Restaurant Industry (U.S.) in 1998, in certain states there are more sexual harassment lawsuits than slip and fall cases filed within the restaurant industry. With the cost of litigation and the dollar amount of settlements both increasing substantially, it is with a pro‐active view to look at the perspective of sexual harassment by restaurant employees. The purpose of this study was to measure the perceptions and attitudes of service personnel, specifically restaurant employees in Hawaii on sexual harassment.