Willingness to pay in negative restaurant service encounters

The aim of this research is to propose and test a comprehensive research model to understand the influence of food quality, service quality, ambiance, and value on consumer WTP in negative service encounters. Using DINESERV as the theoretical background, a mixed methodology (ANOVA and structural equation modeling) was utilized for the study using a between-subjects experimental design. Data was collected using an online survey from students (Study 1) as well as restaurant consumers (Study 2). The structural equation modeling provided evidence for the arguments that food quality, ambiance, and value are significant predictors of customer WTP in a negative restaurant service encounter. Theoretical and managerial implications were discussed.     

Distinction and omnivorousness in tourists’ food consumption

This study investigates tourists’ cultural tastes in food by applying the sociological theory of cultural distinction and omnivorousness. The consumption of food by Chinese tourists in their travels across Spain is analyzed, with the fieldwork being conducted in Spain. Semi-structured interview was used to collect data about tourists’ food tastes. The results show that distinctive and omnivorous tastes in food coexist, but differently across tourist groups. Snobbish tourists regarded exotic food as distinctive and legitimate, and undervalued familiar food. Omnivorous tourists held a more equal and inclusive attitude towards both exotic and familiar foods. The omnivorous tourists’ openness to familiar food involved many utilitarian purposes. The research results have implications for future research on cultural tastes of tourist class, and destination marketing and management.     

Understanding the relationship between food experiential quality and customer dining satisfaction: A perspective on negative bias

This research explores how food experiential quality of consumers affects their overall dining satisfaction. Drawing on negative bias theory, we propose a nonlinear relationship between food experiential quality and customer dining satisfaction. Moreover, we investigate how restaurant price moderates the nonlinear relationship between food experiential quality and customer dining satisfaction. Results of the threshold model using 10,950 online reviews of 219 restaurants on Dianping.com provide support for the proposed hypotheses. The results suggest that a curvilinear relationship is found between food experiential quality dining satisfaction, and the turning points of nonlinear returns decreases for restaurants that belong to high-priced groups. Theoretically, our findings contribute to the existing literature by considering the nonlinear effect of food experiential quality on customer dining satisfaction in the hospitality area through the lens of negative bias, as well as considering the boundary condition. Practically, our findings suggest that restaurant managements can improve customer dining satisfaction through focusing on the food experiential quality of their customers and enhancing their response to customers who have low-level food experiential quality. In addition, if the restaurant price is high, restaurant managers should provide high-level of food experiential quality.     

Customer Expectations of Casual Dining Restaurants: The Case of Liberty Tap Room

The current research examines the importance of restaurant attributes as rated by customers dining in a casual-style restaurant located in a medium-sized city in the Southeast United States. Previous research and the models used to measure customer perceptions of restaurant attributes were reviewed. The assessment instrument chosen for the current study was adapted from DinEX, developed by Antun, Frash, Costen, and Runyan (2010). A total of 92 customers completed the survey over a 10-day period in late August and early September of 2011. Results showed that customers rate food and service attributes as most important when dining out. Attributes related to atmosphere received moderate importance ratings. In using a confirmatory factor analysis, six latent variables emerged: social connectedness, service quality, atmosphere, food quality, healthfulness, and food value. The only statistically significant differences between the factors related to the demographic variables were that females rated the healthfulness of the food options as more important than males, and dinner customers rated the food value as more important than the lunch customers. Implications for restaurant operators and suggestions for further research are discussed.     

How much do low-scoring food establishments improve after health safety inspections? Not much! Evidence from Los Angeles

There is a growing debate on whether food establishment hygiene inspections are effective. Drawing on the Kano model, hygiene may be a ‘satisfier’ but may not be a ‘delighter,’ and therefore consistent with recent research, high-scoring food establishments will have a limited incentive to improve their hygiene score. However, based on the Kano model, focus on ‘satisfiers’ would be necessary before focusing on ‘delighters’, therefore, we expect that food establishments with lower hygiene scores improve their scores over time. Taking a Bayesian learning framework, we find that food establishments in Los Angeles do not improve their hygiene scores over time and do not find differences in learning for food establishments with grades B or below. Due to limited motivation even for low-scoring food establishments to improve their scores, the Kano model on hygiene scores as ‘satisfier’ may not be supported for lower-scoring food establishments.     

Food Tourism as a Viable Market Segment: It's All How You Cook the Numbers!

This study examines whether food is a special interest or mainstream tourism product. Much of the research on special interest tourism examines the activity in isolation of the broader suite of products available in the destination mix. Such a myopic approach may produce impressive looking numbers, but may not define viable market segments. Instead, based on their research findings, the authors argue that a more holistic approach is required to examine food tourism within the context of other products in the destination to determine its value. Overall, this study suggests that consuming food may be a ubiquitous activity for most visitors to sophisticated urban destinations and may not be representative of a specialist segment.     

Service quality and tipping: The moderating role of the quality of food

A substantial body of empirical research has analyzed the disparity between tip size and service evaluation but there has been surprisingly little emphasis on food quality. Since customers rate food quality relatively high along with service and atmosphere, the present study examined food quality as a moderator in the service–tipping relationship.     

Conceptualising a tourism consumption-based typology of yoga travellers

This paper proposes a new conceptualisation for understanding yoga tourism through a refined typology of yoga travellers. After an extensive literature review, we employed a typological analysis method to evaluate six existing yet diverse yoga typologies. This conceptual paper proposes that yoga travellers can be understood through a new typology with seven categories informed by the Theory of Tourism Consumption. This typology proposes the following types of yoga travellers: Culture Focused Yoga Traveller (CFYT), Initiator, Explorer, Masters, Spirituality Focused Yoga Traveller (SFYT), Philomath Yoga Traveller (PYT), and finally, the Indulgent Yoga Traveller (IYT). This consumption-based perspective can inform and facilitate product development in yoga destinations through a refined understanding of the travel behaviour of yoga tourists.     

Encouraging hospitality guest engagement in responsible action: Building comprehensive theoretical models to support effective action (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management)

Growing concerns about the state of the global environment and growing awareness of issues related to poverty and economic inequality are putting pressure on both the public and private sector to improve their sustainability performance. Hospitality businesses are at the frontline of such pressures on leisure and tourism consumption. In response there has been extensive adoption of corporate environmental and social responsibility programs in accommodation and food businesses. These programs need both the support of consumers to pay for theses initiatives and their participation in a range of behaviors. The challenge for hospitality managers is how to encourage this guest participation in corporate responsibility programs. The challenge for hospitality researchers is provide guidance to these managers based on sound research guided by appropriate theory. While researchers have begun to respond to this challenge with increasing studies focused on guest participation, the area as whole suffers from a number of misuses of psychological theory. The paper reviews the available studies focusing on their use and misuse of psychological concepts and theories. It then seeks to address these issues by setting out a dual-processing theoretical framework that links different pathways to desired guest participation to their appropriate concepts and theories. The aim is to provide researchers in this area with a better understanding of the core aspects of psychology relevant to this research area. It is hoped that the use of more appropriate concepts and theories will both improve the quality of research in this area and through this, provide more practical recommendations for hospitality managers.     

Geography of taste and local development in Abruzzo (Italy): project to establish a training and research centre for the promotion of enogastronomic culture and tourism

Food is not merely a source of nourishment but also one of survival for human beings. Depending on production methods, food can also become a cultural reference point, an element of regional development and a tourist resource. This occurs with “local” food, representing a model of production and consumption that suggests a strong link with the region in which the food is produced. Over the last few years, the field of geographical studies has seen the rise of a specialised branch – the geography of taste – concerned with the study of links between the production of food, seen as a phenomenon of organisation of production, and the territory of reference. The production of food with these qualitative characteristics engages all five senses, assumes cultural significance and thus represents an element of emotional richness – the “gaze” – capable of being transformed into the tourist attraction defined in this paper as the “taste of geography”. These phenomena have been studied in a region of Italy – Abruzzo – in order to obtain the necessary data to plan a training and research centre for the promotion of enogastronomic culture and tourism.     

Photo vs. art? The design of consumption guidance in cultural food consumption

Drawing on mental simulation theory, this research examines the impact of consumption guidance and, in particular, the use of visual illustration in the design of consumption guidance on consumers’ evaluations of cultural food consumption. Through two consecutive studies, our research shows that photo (vs. art) illustration more effectively boosts consumers’ perceived food attractiveness and future purchase intention for cultural food consumption. The advantage of photo (vs. art) illustration is also moderated by ritual practice and consumers’ cosmopolitanism, as well as consumption guidance format. Moreover, we demonstrate that cognitively engaged mental simulation is the psychological mechanism underlying the conditional impact of photo (vs. art) illustration on consumers’ evaluations. These findings offer notable implications for theory and practice and present promising avenues for future research.     

The Influence of Food Expenditure on Tourist Response to Festival Tourism: Expenditure Perspective

Festival tourism, which combines the theme of a festival with the local characteristics of an area, has become an extremely attractive marketing method in recent years. In addition, local food and beverages are items that many visitors enjoy consuming and that can become attractions in their own right. The aims of this study are: (a) based on expenditure theory, to explore how spending on food and beverages and other items such as accommodations and transportation influences intentions to revisit and make positive recommendation; and (b) to examine whether or not tourists with different lifestyles use or experience different sources of information, evaluation criteria and travel expenses. A questionnaire survey was conducted using visitors to the 2009 Penghu Sea fireworks festival, and 308 valid samples were collected. The results were as follows. First, food and beverages had a significant positive influence on revisit and recommendation intentions. Second, the total expenditure on a tourist visit had a significantly negative effect on revisit and recommendation intentions. Third, there were statistically significant differences with regard to information searching, evaluation criteria and tourism expenditure among tourists with different lifestyles. Based on these results, we can conclude that food and beverage expenditure during festival tourism is an important factor in whether or not tourists plan to revisit an area and recommend it to others. The findings also show that more tourists can be attracted if festivals are well suited to local conditions and characteristics (such as the availability of seafood in the example examined in this work).     

Foodservice hygiene factors—The consumer perspective

Food safety is important to today's food industry operators as consumers have become increasingly concerned about risks related to food. Unlike foodservice operators or health inspectors, consumers can only rely on the visible cues, particularly those associated with food hygiene to judge the level of food safety in eating establishments. While previous research highlighted the influence of foodservice hygiene perception on consumer dining out decision, study examining the constructs of food safety cues that consumers employed is scant. This research aims to bridge the gap by exploring the topic from the consumer perspective. Results indicate that foodservice hygiene is one of the top three considerations when consumers select a dining place. Results of confirmatory factor analysis reveal a four-factor model encompasses staff and handling, food and location, premise and practices, and scent aspects. Further substantiation in different settings is needed for generalization purpose.     

An exploration of foreign tourists’ perceptions of Korean food tour: a factor-cluster segmentation approach

Food tour in Korea has emerged as a popular program for foreign tourists who learn and experience Korean culture through cuisine, restaurants, and dining customs. The main objective of this empirical research is to investigate foreign tourists’ perceptions of Koran food tour and segment the emerging Korean food tour market. A total of 211 usable responses from foreign tourists who experienced Korean food tour were collected through the purposive sampling approach. The results of an exploratory factor analysis showed 7 food service factors delineated from 30 food tour service attributes and 4 segments of Korean food tour market (authenticity seekers, knowledge seekers, guidance seekers, and utmost experience seekers) were identified through the cluster-discriminant analysis. Detailed implications for the operators and marketers of Korean food tour programs are discussed.     

Planning food services for a campus setting

Providing appropriate food services in a campus setting is increasingly important due to more demanding customers and because clients have less time to go off-campus when they need to eat. Using a university campus as an example, this research looks at customer satisfaction with existing food services and explores various methods for determining where to locate new facilities. This campus currently has great needs for additional food services, and it is shown clearly where additional food services are required. Also, the methods used are compared in terms of their effectiveness in finding the solution.     

An examination of food tourist’s behavior: Using the modified theory of reasoned action

A number of studies have been conducted to examine the behavior of tourists. However, there has been little research done on food tourism examining food tourist’s behavior. Food tourism is one of the fastest growing industries and areas of interest in the tourism industry today. The current study provides an integrated approach to understand the effect of food tourists’ behavior based on perceived value and satisfaction as it relates to their intention to revisit using the modified theory of reasoned action (TRA). The purpose of this study was to examine the effects of perceived value on intention to revisit (H1) and satisfaction (H2), and satisfaction on intention to revisit (H3). Empirical findings indicated that H1, H2, and H3 were supported significantly in this study (p < 0.01). H1 was supported (β = 0.67) showing the perceived value is the antecedent of satisfaction. H2 and 3 suggested that attendees’ intention to revisit is predicted by the perceived value (β = 0.13) and satisfaction (β = 0.67) respectively. The most significant contribution of this study is a theoretical understanding with empirical results using the new factors (i.e., perceived value, satisfaction, and intention to revisit) in the context of the modified TRA rather than using the original factors. The implications will be very useful for food festival organizers as well as destination marketing organizations.     

Food and Tourism: Towards an Understanding of Sustainable Culture

Studies of the social significance of food and eating have mostly been left to social anthropologists and social historians. Often it has not appeared as part of the cultural environment that is offered as a tourist package. If a culture is to prove sustainable in the face of tourism, then traditional and ethnic foods must be preserved along with other art forms. This pilot study shows that in a tourist area of Bali (a) visitors are not necessarily being offered what they want, and (b) traditional food is not being preserved.     

Fueling Green Dining Intention: The Self-Completion Theory Perspective

This study aims to examine how self-identity of consumers influences intention to pay a premium to consume green food. Moreover, this research investigates the relationship between recollection of past dining experience and intention to consume green food. The self-completion theory (SCT) is to explain the compensatory effects of the preference to consume green food. Exposure to environmental information demonstrates the effects of priming. Two experiments were conducted to illustrate the effects of priming and recollection of past behavior that harmed the environment of consumers. The results show that after mere exposure to information on green dining, participants preferred to consume green food (priming effects). Similar results were obtained from the experiment where participants were asked to recall their past behaviors that harmed the environment. Asking individuals to recall past behavior proved to be an effective way to motivate patrons of green dining to find a moral equilibrium (compensation effects).     

Spiritual attitudes and visitor motivations at the Beltane Fire Festival,Edinburgh

Outside the peak season for tourism to Edinburgh, Scotland, during the evening of April 30th, visitors attend a festival with ancient Celtic overtones. Frequently, the evening is cold and windy. Our objectives are to: identify motivations for attending the festival; trial questionnaire items on spiritual attitude; and assess whether spirituality might be relevant in assessing visitor intentions. The method of investigation involved exploration and confirmation phases to test structures in distinct subsamples. Further, a strict approach was applied to identify factors that had theoretical value. Spirituality attitude is found to be a factor, as well as the motivations of cultural adventure and escape. Given the nature of the event, the time of year and composition of the audience, encouraging repeat visitation and using this to develop and manage Edinburgh's tourism strategy has potential. Recommendations are made to management.