Restaurant's decision to purchase local foods: Influence of value chain activities

In this paper we investigate how restaurant managements’ attitudes and behaviors influence decisions to purchase local foods as inputs to their products. An enhanced investigation of chefs’ and managers’ decision-making criteria could improve understanding of local food systems linkages with the restaurant industry. We apply a value chain framework to investigate activities that influence restaurants’ decision to purchase local foods. Results indicate that attitudes and behaviors associated with sourcing and product characteristics play an important role in local food purchase decisions in the restaurant value chain. Order processing time and uniqueness of products are the most significant reasons in restaurant managements’ decisions to purchase local foods. The implications of these findings for restaurants and producers are discussed. Our study contributes to the literature by expanding upon the criteria used by restaurants to make local food purchasing decisions.     

Top managers’ environmental values,leadership, and stakeholder engagement in promoting environmental sustainability in the restaurant industry

This study examines the role of top managers’ values and leadership in advancing environmental sustainability. It also investigates the effects of stakeholder engagement on restaurants’ environmental sustainability and assesses the impact of related practices on restaurant performance. A web-based survey was administered to collect data from top-level restaurant managers in the United States. The sample was selected from panels recruited by a research company specializing in panel surveys. Invitation emails were sent to 2500 managers and 240 responses were returned, 218 of which were retained for final analysis (response rate: 8.7%). Structural equation modeling was used for testing hypothetical relationships among key constructs in the proposed research model: environmental values, leadership, stakeholder engagement, environmental sustainability, and restaurant performance. Findings confirmed the significant role of top management values and leadership in advancing environmental commitment. The results also demonstrated the strong impact of stakeholder engagement on restaurants’ commitment to environmental sustainability. Finally, they indicated the positive influence of restaurants’ environmental sustainability performance on both financial and nonfinancial performance. The study presents a theoretical framework, integrating theories or models from extant literature, and contributes to an enhanced understanding of restaurants’ environmental sustainability. The findings suggest several practical implications for managers in the restaurant industry.     

Characterizing non-chain restaurants’ Yelp star-ratings: Generalizable findings from a representative sample of Yelp reviews

Previous research has established the importance of positive Yelp reviews for the success of independent, non-chain restaurant. While managers may assume that increasing customer satisfaction will increase star rating, previous research on determinants of satisfaction does not necessarily generalize to Yelp reviews or across Yelp star ratings. Accordingly, we used Multiple Correspondence Analysis with a representative sample of 54,000 reviews to investigate the criteria used by reviewers in their assignment of star-ratings to determine if different star-ratings are characterized by different criteria. Our findings confirm previous research showing the importance of service, food, and environment, but suggest these criteria matter differently at different star ratings. Based on these results, we offer suggestions for improving restaurants’ star-ratings: for 1 and 2-star restaurants, avoid long waits, for 3-star restaurants, focus on improving food quality, for 4 and 5-star restaurants, focus on creating a positive overall experience through service, food, and environmental factors.     

Restaurant purchasing skills and the impacts upon strategic purchasing and performance: The roles of supplier integration

This study was designed to 1) identify essential purchasing skills for restaurant management; 2) investigate how specific purchasing skills impact a more strategic approach to purchasing affecting restaurant performance; 3) examine if supplier integration directly affects restaurant strategic purchasing; 4) investigate if supplier integration moderates the effects of purchasing skills upon restaurant purchasing. Results demonstrated that interpersonal skills and managerial skills had significant and positive effects upon strategic purchasing, but not technical knowledge. In particular, managerial skills were a more significant contributor to the development of strategic purchasing than were interpersonal skills. Results also supported the significant and positive effect of strategic purchasing upon restaurant performance. The relationship between purchasing skills and strategic purchasing were found to be significantly different between those having higher supplier integration, technical skills and process skills when compared to those having lower scores in these areas. Theoretical and managerial implications are provided.     

Paradox of authenticity versus standardization: Expansion strategies of restaurant groups in China

Restaurant customers demand both personalized innovative, yet, affordable service delivery. Accordingly, restaurant groups that seek expansion must consider how to respond effectively to the standardization–authenticity paradox. This paper addresses two questions: what is the relationship between standardization and authenticity? How can restaurant managers use these concepts for the strategic positioning of their restaurant group? Typically, researchers present the two dimensions as a binary. In contrast, this paper first presents a theoretical model and analyzes the variations in the standardization–authenticity relationship. Subsequently, it classifies restaurant group expansion strategies into four categories: standardization of authenticity, authentic alliance, standardized chains and heterogeneity, and examines their respective level of competence required to increase performance. It concludes by presenting suggestions to position restaurants in terms of the extent of standardization and the extent of flexibility.     

Human resources administration processes in commercial restaurants and food safety: The actions of administrators

The study analyzed of the human resources administration processes at commercial restaurants, focusing on the provision of safe foods to consumers. Interviews were conducted with 105 restaurant managers at the city of Florianópolis, Brazil. Three types of restaurants were studied; 45.7% were buffets by weight, 39.1% fast-food restaurants and 15.2% churrascarias. A questionnaire was used with close-ended questions to characterize the restaurants and identify the human resources administration processes for hiring, evaluation, training and provision of benefits to employees. It was found that 89.4% of the restaurants adopt criteria for hiring of employees and 81.9% conduct periodic evaluations. Benefits were offered by 85.7% of the restaurants and 74.3% of the establishments provided employee training. The results indicate that human resources management processes at restaurants can contribute to the provision of safe food, although some establishments still need to adopt professional procedures for recruitment, selection, evaluation and training of their employees.     

The role of nostalgia-evoking stimuli at nostalgia-themed restaurants in explaining benefits,consumption value and post-purchase behavioral intention

This study focuses on nostalgia-evoking stimuli at nostalgic restaurants and their influence on customers’ consequent evaluation and post-purchase behavioral intention. Through in-depth interviews and a survey, the present study identified a factor structure of nostalgia stimuli that includes four dimensions and 18 items. Then, nostalgia stimuli, benefits, consumption value and post-purchase behavioral intention were incorporated into the model. Among the important results, the hypothesized relationships between nostalgia stimuli and epistemic, emotional and nostalgia-seeking benefits were partially supported. The benefits sought from dining in a nostalgic restaurant positively lead to consumption value, which further has a positive effect on post-purchase behavioral intention. These findings have theoretical and practical implications for capitalizing on nostalgia management in the hospitality industry.     

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.     

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.     

Workplace incivility in restaurants: Who’s the real victim? Employee deviance and customer reciprocity

This study expands upon previous literature that focused on examining the impact of managers’ incivility towards their employees and the effects on employee behavior and attitudes, as well as customers’ perceptions and behavior intentions following workplace incivility from the maltreated employees. Using mixed-methods of sequential incident techniques and a scenario-based experiment, the study found that when customers received a good service from the employee who was maltreated by his/her supervisors, customers are more likely to revisit the restaurant and tend to provide more tips to the employee compared to customers who received a bad service from the employee. Also, employees who try to continuously provide a good service to customers regardless of their mistreatment from the manager, trigger customers’ moral unease, thus lead them to give more tips.     

The role of frequency of patronage and service quality of all-you-can-eat buffet restaurant: A perspective of socio-economic and demographic characteristics of African American consumers

While the sub-cultural group of African American consumers form a large and growing market segment, relatively little study has been done on their attitude and consumption behavior toward the ever popular all-you-can-eat Buffet restaurants. Paper examines the frequency of patronizing all-you-can-eat Buffet restaurants by the African Americans, the criteria that they use to evaluate service quality in those restaurants, as well as, socio-economic and demographic factors that determine their frequency of patronage and service quality evaluation. Results show that “freshness,” “hygiene,” “variety and reliability,” and “value,” are the top four dimensions of service quality most important to this group of consumers. Gender, age, income, and marital status were found to influence their patronage frequency, as well as their service quality evaluation. Managerial implications of findings for targeting and promotional strategies are discussed.     

Sustainability implementation in restaurants: A comprehensive model of drivers,barriers, and competitiveness-mediated effects on firm performance

This study examines sustainability implementation in restaurants by theorizing and testing a comprehensive model of antecedents and effects. It represents positive and negative pressures toward sustainability respectively by entrepreneurs’ attitude and barriers to sustainability, while hypothesizing that customer satisfaction and competitiveness mediate effects of these practices on firm performance. Covariance-based structural equation modeling is used to analyze survey data on 334 restaurants in North Italy. Results show that sustainability attitude exerts pressure toward sustainability, while barriers in terms of costs, fear of regulation or skepticism about benefits have negative, but lower, effects. Sustainability implementation positively contributes to firm performance, but only via two intermediate measures of business success: competitiveness and customer satisfaction. The study fills a gap in the literature by presenting a whole construct of sustainability, by testing two mediating effects not yet hypothesized and by highlighting in the same model the role of factors enabling and deterring sustainability.     

“How was your meal?” Examining customer experience using Google maps reviews

The purpose of this research is to examine the effects of restaurant attributes and the underlying factors impacting overall customer experience within a range of different restaurant types. To understand their experiences, this study analyses online reviews of restaurants which have become important sources of customer experience data. This current research utilises a combination of quantitative analyses to examine 935,386 Google Maps reviews of 5010 restaurants in London, Birmingham, and Manchester. The authors used the VADER sentiment analysis algorithm to measure the sentiment of four key restaurant attributes: food, service, atmosphere, and value. Logistic regression was conducted to test the relationships between these attributes and a 5-star rating. Furthermore, logistic regression was used to compare the changes of odds at different star rating levels. To understand the factors that drive positive and negative reviews, the top 30 food items of 8 types of restaurants were analysed.     

Exploring user-generated content related to dining experiences of consumers with food allergies

The purpose of this research was to explore and assess factors influencing perceptions of consumers with food allergies toward restaurants when accommodating allergen-free requests. Mixed approaches, including big data analytics (i.e., topic modeling), content analysis, and multiple regression analyses were performed to analyze user-generated reviews for restaurants listed on AllergyEats.com, an information-sharing platform for consumers with food allergies. Among the 40 topics identified, “knowledgeable staff” was the most prevalent topic. Results of topic correlation analyses revealed five groups of topics: customized orders, efforts of staff, menu options, fried foods and oil, and communication with shared latent features. Four topics in the group of “efforts of staff” had the highest positive impact on restaurant ratings, while two topics in the group of “communications” had the strongest negative impacts. Foodservice managers and educators may use the results of this study to better accommodate consumers with food allergies and develop appropriate training programs.     

To cluster or not to cluster?: Understanding geographic clustering by restaurant segment

This study tested whether geographic clustering differs by restaurant segment due to the differences in consumers’ hedonic and utilitarian values by using Ripley’s K function and a Tobit model. This study found that higher priced restaurant segments have stronger clusters than lower priced restaurants, which implies that restaurants that focus on hedonic values tend to cluster more than utilitarian focused restaurants. However, the results differ depending on whether or not restaurants are located within a central business district (CBD). For example, quick service restaurants have stronger clusters than casual restaurants outside CBDs. Practical applications may apply to new restaurants that are attempting to open. Up-scale restaurants have the advantage of reducing research costs by locating near similar restaurants. Moreover, casual restaurants do benefit by clustering near existing ones under the condition that demand is not severely hurt by competition, while quick service restaurants benefit by diffusing from each other.     

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.     

Critical food safety violations in Florida: Relationship to location and chain vs. non-chain restaurants

This study explores the relationship between the number of critical food safety violations and the restaurant's status as either a chain or independent foodservice provider and location. The State of Florida categorized the restaurant operations according to the type of license obtained, chain or independent. Chain restaurants are defined as multi-unit restaurants owned or operated by the same company or individual that total seven locations or more. Data for the current study was retrieved from the public records for the fiscal years 2009–2010 and 2010–2011. The study found that both the aggregate number of critical violations and risk factors and the number of individual critical violations and risk factors were significantly different among chain and non-chain restaurants in the state of Florida. Results indicate that the number of critical violations received is impacted by both the location of the restaurant and whether the restaurant is independently operated or a chain. The current study assists in explaining underlying reasons for repeated food safety violations despite Florida's required food safety training certification of restaurant managers and training of their staff; providing implications for academics and foodservice practitioners alike.     

Self-service technology kiosk design for restaurants: An QFD application

Self-service technology (SST) has been increasingly integrated into today’s service industry. The ability to understand how customers perceive SST and improve its quality is therefore important for both researchers and practitioners. Applying the Quality Function Deployment (QFD) methodology, this research established an SST House of Quality (HoQ) structure for restaurants by synthesizing the inputs of consumers and restaurant industry experts, the managers. This HoQ presents a relationship matrix that allows restaurants to assess SST attributes in relation to SST technical design specificities in a measurable way. Such a relationship matrix can assist in designing restaurant SST to deliver better service and customer experiences. This research thus provides an illustration of how the QFD method can be a useful tool in SST service design in restaurants.     

Determinants of a restaurant average meal price: An application of the hedonic pricing model

This study applies the hedonic pricing model to examine important attributes influencing average customer meal prices in restaurants in Seoul, Korea. Data from 185 restaurants were collected via Internet, phone interviews, site inspections, and ZAGAT Survey, and analyzed using OLS regression. The log-linear model was found to be most suitable for the data, and the proposed hedonic model accounted for as much as 73.7% of the variation in meal prices. The results indicate that food quality and décor were important determinants of restaurants’ average meal prices while service was not. Furthermore, the study found that a restaurant's location within the building (1st floor), the types of cuisine served (Japanese and Italian), parking facilities, private dining settings, franchising, and the number of blogger reviews (e-WOM) have significant effects on restaurants’ average meal prices. The model will provide useful information for restaurateurs in deciding effective menu pricing strategies.     

Restaurant revenue management: Do perceived capacity scarcity and price differences matter?

Revenue management (RM) has become an indispensable strategic tool in capacity-constrained service industries whose total revenue often depends on the abilities of firms to use capacity efficiently. The restaurant business is similar enough to traditional RM industries such as hotels and airlines, but restaurants also have unique characteristics that pose special challenges to restaurant operators. Among the unique characteristics of restaurants are the relative flexibility of service capacity and the flexible duration of a meal, which are important subjects to be considered in the implementation of RM practices. In addition, when a restaurant operator practices a demand-based variable pricing policy to adjust demand, the magnitude of the price differences may influence fairness perceptions of the policy. Based on the commodity theory and the equity theory, this study hypothesizes that two main effects, namely, perceived scarcity of capacity in a restaurant and price differences, influence the perceived value of a restaurant's offerings and the fairness perceptions of a restaurant's RM practices. As hypothesized, the negative effects of price difference on fairness perceptions are supported by the results. However, findings suggest that perceived scarcity of capacity influences neither the perceived value of a restaurant's expected offering nor the fairness perceptions for a restaurant's RM practices.