Multi-Attribute Dimensions of Service Quality in the Fast Food Restaurant Industry

Abstract

As the fast food restaurant industry grows in the Western industrialized world, it has also become increasingly competitive. In such an environment, marketers are concerned about how to increase or maintain market share through better service quality and effective segmentation strategies. This paper reports a two-phase exploratory study conducted to determine the dimensions of service quality in the fast food industry, from the consumer's perspective. Factor analysis revealed 10 dimensions made up of 57 different attributes. The 10 dimensions were able to discriminate among three groups of fast food patrons, namely: frequent, less frequent, and more frequent patrons. Managerial implications of these findings, for market segmentation, targeting, positioning, and promotional strategies are discussed.     

Unpacking the Ethical Product

Acknowledging the increasing attention in the literature devoted to the incorporation of ethical considerations into consumers' purchase decisions, this paper explores the notion of an ethical product. It is argued that ethical issues have long been involved in consumers' product evaluations, but that there has been little academic investigation of ethics in terms of product concepts and theories. Ethics are thus examined in the context of the augmented product concept, and two dimensions of ethical augmentation are identified: direction and content. These dimensions are set out and discussed at some length, and then they are used to construct an ethical product matrix. It is shown how this could be used to provide structure and coherence to examinations of the perceived ethics of any given product offering. The implications of the analysis offered in the paper are discussed, and a number of limitations of the ethical product notion are identified. Finally some conclusions and directions for future research are suggested.     

Examining customer perceptions of restaurant restroom cleanliness and their impact on satisfaction and intent to return

Competition in the Canadian restaurant industry is unyielding. Restaurant cleanliness is one of the most important aspects when a customer evaluates restaurant quality and return intention. In particular, restaurant restroom cleanliness (RRC) is often considered the central factor that leads to overall perception of cleanliness. This study examined how RRC affects restaurant customers. Restroom appearance had the greatest impact on cleanliness followed by personal hygiene items. In addition, RRC impacted customer satisfaction and did not vary based on customer segmentation. However, older restaurant patrons were more likely to report RRC issues than younger patrons. The research demonstrates that RRC is an essential element to the success and viability of a food service operation and is an important aspect of academic research in foodservice operations. Future directions for both industry and academic research in this area are discussed.     

A Study of Factors Influencing Parental Patronage of Quick Service Restaurants

Summary

This study identified factors influencing parental quick service restaurant patronage. Results indicated that parents are influenced to patronize quick service restaurants most often by speed of service, menus that offered their childrens' favorite food items, and parents' lack of time for meal preparation at home. Children preferred French fries, pizza, hamburgers, cheeseburgers, and chicken nuggets at quick service restaurants. French fries, the favorite childrens' fast food menu selection, was ranked by respondents as one of the least healthy food items, while mashed potatoes, one of childrens' least favorite fast food menu selections, was perceived to be one of the healthier food selections by parents. Restaurateurs were encouraged to develop newer, healthier methods of preparing these popular menu items while offering more nutritious menu selections for children.     

饮食美的创造论(上)

饮食美的创造活动实际上是主体人在饮食生活、生产实践中按“美的规律”来构筑满足自己的“饮食审美化”的活动。因此,在餐饮生产劳动中饮食劳动主体美既是饮食美创造的出发点,也是饮食美创造的归宿点,贯穿于饮食美创造活动始末,为饮食造美的第一要素。具体对于饮食“造美”活动中的劳动主体美的内涵把握,依据社会主体人“生物人”与“社会人”的双重属性,将其划分为“劳动主体美的生理基础”和“劳动主体美的心理要求”两个层次。     

Changing consumption patterns in rural Bangladesh

Bangladesh is one of the most densely populated countries in the world. Despite rapid urbanization, more than 75% of the people still live in rural areas. The density of the rural population is also one of the highest in the world. Being a poor and low‐income country, however, Bangladesh's main challenge is to eradicate poverty by increasing equitable income. The gross domestic product of Bangladesh is growing steadily, and the country has outperformed many low‐income countries in terms of several social indicators. Bangladesh has achieved the Millennium Development Goal of eliminating gender disparity in primary and secondary school enrolment. A sharp decline in child and infant mortality rates, increased per capita income, and improved food security have placed Bangladesh on the track to achieving the status of a middle‐income country in the near future. All these developments have influenced the consumption patterns of the country. This study explored the consumption scenario of rural Bangladesh. Data were collected through direct observations and semi‐structured interviews. Information regarding the consumption of food, clothing, housing, education and medical facilities were collected, and qualitative methods were applied to the data analysis. The findings of this study suggested that the consumption patterns of rural Bangladeshis are changing over time along with economic and social development.     

Drawing on “Producer-Tours”: A Technique for Addressing Consumer Uncertainty Surrounding the Consumption of Fair Trade Food Products?

Despite the global increase in both fair trade sales and awareness, actual market shares of some fair trade products remain disappointing. A number of authors have suggested various reasons for this, including the complexity of the situational context affecting actual purchase behavior (Carrington, Neville, &; Whitwell, 2010 Carrington, J. M., Neville, A. B. and Whitwell, G. J. 2010. Why ethical consumers don't walk their talk: Towards a framework for understanding the gap between the ethical purchase intentions and actual buying behaviour of ethically minded consumers. Journal of Business Ethics, 97: 139–158. [Crossref], [Web of Science ®] , [Google Scholar]), the disconnect between producers and consumers (Dickinson, 2001 Dickinson, M. A. 2001. Utility of no sweat labels for apparel consumers: Profiling label-users and predicting their purchases. Journal of Consumer Affairs, 35(1): 96–119. [Crossref], [Web of Science ®] , [Google Scholar]), and the problems associated with the depersonalization of ethics in mainstream distribution (Bezencon &; Blili, 2011). This article introduces the drawing method into the field of research on fair trade consumption. Using this method, this study explores student perceptions of both fair trade consumers and how fair trade works. In doing so, the drawing method unveiled two potential consumer types; namely, the dreamer and the angel. On this, we argue that our study reveals some of the possibilities inherent in the use of the drawing method to explore uncertainty surrounding fair trade consumption.     

Reconceptualizing risk perception: perceiving Majority World citizens at risk from ‘Northern’ consumption

The premise of this paper is that the consumption behaviour of ‘Northern’ citizens places Majority World citizens at great risk. A theoretical evolution suggested in this paper is the extension of the notion of risky consumption to include the impact of consumption on the human security of others. Until people can envision that their consumption behaviour places others at risk of exposure to harm, they will not see the need to perceive, assess and manage the risk. The paper tenders a preliminary reconceptualization of risk perception, using the conventional consumer behaviour model constructs of personal, distribution channel and situational factors. From this new perspective, instead of judging whether the good or service is risky for a ‘Northern’ citizen to consume, risk perception scholars would examine people's perceptions of whether their consumption places fellow citizens at risk, the people labouring and producing the goods and services.