The impact of personal and functional aspects of restaurant employee service behaviour on customer satisfaction

Employee behaviour plays a significant role in satisfying restaurant customers, however, there is a paucity of research highlighted personal and functional aspects of employee behaviour and their influence on customer satisfaction. Accordingly, this study aims to bring a deeper insight of the impact of restaurant employee service behaviour on customer satisfaction. Using survey approach, the current study collected data from 212 tourists who had a dining experience in Jordan. The results of data analysis showed that both functional and personal aspects of service behaviour where able to explain customer satisfaction, with higher contribution of personal aspects over the functional ones. Depending on study’s findings, some implications were suggested including a recommendation to foodservice managers to adopt reinforcement programs that improve functional and personal aspects of their employees. A further recommendation was proposed to marketers, to give a higher attention to personal aspects of foodservices in their marketing activities.     

The role of food service in tourist satisfaction

The paper is based on empirical investigation carried out amongst a 341-sample population visiting the Black Sea resorts of Romania in August 1997. The purpose of the study was to investigate the role and importance of food service in tourist satisfaction and to note any differences in satisfaction levels between regional groups. Analysis of the findings revealed that significant differences existed between three tourist groups’ satisfaction perceptions of value for money, quality of food, number of dishes, standard of food service, variety of dishes, presentation of food and speed of service in general; and of bread, coffee, meat and soup in particular. Overall results further indicated that quality of food, value for money, variety of dishes, attractiveness of surroundings and presentation of food were the attributes that most affected the overall food service experience in Romania. The paper concludes that food service is an important contributor to tourist satisfaction and that there are significant differences in satisfaction levels with food service between eastern and western European, and Romanian tourists.     

Construction of a service quality scale for the online food delivery industry

The main purpose of this study is based on qualitative and quantitative research procedures, and integrates the key service factors for the online food delivery (OFD) industry extracted by Internet Big Data Analytics (IBDA) to construct a OFD service quality scale (OFD-SERV). This study takes OFD customers in Taipei City as the objects. The results show that 20 key service factors for the OFD industry are extracted through IBDA. The OFD-SERV scale contains six dimensions including reliability, maintenance of meal quality and hygiene, assurance, security, system operation and traceability, a total of 28 items. The results from the structural equation modeling showed that the reliability, assurance and system operation have a positive impact on customer satisfaction. Finally, the findings provide knowledge and inspiration for the current OFD, and enable OFD operators and future researchers to more accurately identify the deficiency of service quality.     

Exploring the influence of food safety climate indicators on handwashing practices of restaurant food handlers

Recent models have conceptualized food safety climate as a subcomponent of food safety culture that consists of the shared values and perceptions of employees. The present study sought to understand how food safety climate indicators including commitment, role overload, and contingent rewards affect handwashing frequency of restaurant food handlers (n = 124). Managerial commitment was the only variable significantly correlated with handwashing frequency r(120) = .313, p < .001. A multiple regression model showed managerial commitment was a significant predictor of handwashing frequency, F(1,117) = 12.70, p < .001, R² = .098. Role overload moderated the relationship between goal level and handwashing frequency, but only when role overload was low, b = .530, (115) t = 2.02, p = .046, suggesting the presence of competing subcultures. Managers should prioritize a food safety culture and structure jobs in such a way that promotes food safety behavior execution.     

Apple Pay: Coolness and embarrassment in the service encounter

While Apple Pay as a payment method has become increasingly popular in the hospitality industry, there is scant research examining the psychological processes associated with its use. To address this gap, the present research investigates the interplay between payment method (Apple Pay vs. card payment) and service encounter outcome (success vs. failure) on consumer evaluations. The findings suggest that Apple Pay acts as a double-edged sword that affects satisfaction through distinct psychological processes depending on the service encounter outcome. In contrast to card payment, Apple Pay boosts satisfaction through an elevated sense of coolness in a successful encounter, whereas it diminishes satisfaction through a heightened sense of embarrassment in a failed encounter. Practical implications for managing technology-infused service encounters are discussed.     

Impact of hotel-restaurant image and quality of physical-environment,service, and food on satisfaction and intention

This study developed a theoretical framework in which overall image, image congruence, and quality of physical environment, service, and food affect guests’ satisfaction and intentions to revisit a luxury hotel restaurant and visit other restaurants of the same hotel by considering the influence of conspicuousness as a moderator. The measurement model assessment revealed that all items included an acceptable level of measurement quality. Results of the structural analysis indicated that the research variables were in general significantly associated; quality dimensions and satisfaction had a mediating role; and the impact of satisfaction and overall image on decision formation was greater than that of other variables. Moreover, the structural invariance model assessment indicated that conspicuousness acted as a significant moderator. Overall, our proposed theoretical framework was found to include a sufficient power in predicting patrons’ intentions for luxury hotel restaurant products. Using this quantitative approach, our research objectives were wholly achieved.     

Switching intention model development: Role of service performances,customer satisfaction,and switching barriers in the hotel industry

The intricate relationships among core service and service encounter performances, customer satisfaction, and switching barriers in the formation of satisfaction and switching intention were examined in this study. A field survey was conducted at upper-midscale hotels. The results of the structural analysis revealed that both core service and service encounter performances significantly affected customer satisfaction, and satisfaction completely mediated the effects of service performances on switching intention. In addition, findings from the tests for metric invariances indicated that components of switching barriers (switching costs, relational investment, and lack of alternatives’ attractiveness) moderated the relationships between satisfaction and switching intention. In particular, the role of satisfaction derived from service performances in decreasing hotel guests’ intention to switch is greater when they perceive high switching costs, relational investment, and lack of alternatives’ attractiveness. Based on study findings, theoretical and practical implications are identified and discussed.     

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.     

A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots

This study aims to develop a conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world. Several theoretical approaches such as resource-based view, value chain analysis, stakeholder theory, PESTEL analysis, positioning strategy, and service delivery system design were adopted. The paper identified three service delivery system designs (robotic, human-based, and mixed) and analyses their requirements, advantages, disadvantages, and potential target markets. According to the suggested model, hospitality firms need first to explore the expectations of tourists. Then comes the analysis phase (based on a holistic perspective, and consisting of RBV, Value chain, Stakeholder, and PESTEL analyses), which helps hospitality firms to identify how they should differentiate and position themselves in the market. Following, companies decide on what kind of service delivery system they should offer to their target customers, and position themselves in the market according to the chosen system.     

Role of service encounter and physical environment performances,novelty, satisfaction,and affective commitment in generating cruise passenger loyalty

This research developed a theoretical model explaining the relationship between service encounter performance, physical environment performance, novelty, overall satisfaction, and loyalty in the cruise context. The results of structural equation modeling (SEM) analysis showed that service encounter performance and physical environment performance were significant predictors of novelty, which in turn affected overall satisfaction and loyalty. The mediation test indicated that novelty significantly mediated the effect of service encounter performance and physical environment performance on satisfaction; and overall satisfaction significantly mediated the relationship between novelty and loyalty. The relationship between physical environment performance and novelty and the relationship between novelty and overall satisfaction were significant in the high affective commitment group. In addition, the relationship between novelty and loyalty was only significant in the low affective commitment group.     

Customers’ cognitive,emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type

This article explores the psychological processes by which the servicescape influences perceived service quality, pleasure-feeling, situational factor, and revisit intention. Drawing on Bitner's framework of environmental perception, the following questions are hypothesized: (1) Will the servicescape have a significant effect on customers’ perceived service quality and pleasure-feeling? (2) Do customers’ perceived service quality and pleasure-feeling positively influence revisit intention? (3) Does the situational factor, namely, the theme restaurant type have a moderation role among perceived service quality, pleasure-feeling, and revisit intention? The results emphasize that theme restaurant managers should seek an understanding of customers’ perception process in relation to emotion and cognition.     

Building a model of local food consumption on trips and holidays: A grounded theory approach

This study examines the factors influencing consumption of local food and beverages in destinations. The study used grounded theory to obtain insight into the local food experiences though interviews with 20 individuals and used these data to propose a model of local food consumption. The model constitutes three categories: ‘motivational factors’ (i.e. exciting experience, escape from routine, health concern, learning knowledge, authentic experience, togetherness, prestige, sensory appeal, and physical environment); ‘demographic factors’ (i.e. gender, age, and education); and ‘physiological factors’ (i.e. food neophilia and food neophobia). This study established an in-depth understanding of consumption of local food in destinations.     

The importance of human-related factors on service innovation and performance

Firm size, collaboration, foreign ownership and the level of formal training for employees are just some of the key inputs considered to be important in the amount of Service innovation in Tourism firms. However work has called for a greater empirical understanding on service innovation in Tourism and deeper consideration of employment focused practices as front line employees are crucial to innovation. The relationship customers have with service providers is a key determinate of satisfaction and as such the aim of this research is to unpick further the human-related factors associated with this area of study. Data for this research paper were gathered from 201 tourism service firms located throughout Japan. Whilst the results indicate that committed front-line employees and leadership are found to be the primary antecedents of service innovation, knowledge management and instilling creativity through the firm are also key. Our results suggestion that organizations can leverage the benefits associated with human-related factors to enhance service innovation behaviours and increase business performance.     

Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers

This research aims to determine the relationship between the quality of airline service attributes and overall satisfaction. Although a number of relevant studies have reported a linear relationship (or symmetric effect) between the two concepts, this work suggests that attribute quality exerts heterogeneous effects on satisfaction or dissatisfaction. A total of 157,035 consumer data from online reviews have been analyzed to achieve the research objective. In accordance with Herzberg, Mausner, and Snyderman’s (1959) two-factor theory, the findings of this research have determined that the quality of certain service attributes, such as cleanliness, food and beverages, and in-flight entertainment, affects the variations of positive ratings as a satisfier. Other airline service attributes, such as customer service and check-in and boarding, influence the deviations of negative ratings as a dissatisfier. Apart from airline attributes, the individual features and types of airline products have been estimated to improve the understanding of such relationships. In this regard, this study provides important implications to customer-centric marketing in an airline marketplace.     

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.     

The use and acceptability of convenience and fast-foods in the food service industry in Scotland

A questionnaire was circulated at random to six sectors of the catering industry in Scotland. The types of convenience foods used, frequency of use, relative importance of several processing factors and customers' views of catering establishments were studied. Some fifteen ideas for ‘new’ products are listed, the main requirement being for higher quality products at lower cost. Most caterers feel that customers mainly look for value for money and good presentation.     

A holistic view of the service experience at coffee franchises: A cross-cultural study

Service quality alone is no longer a sustainable advantage in today's competitive hospitality industry, and marketers are paying more attention to strategically managing the customer's experience. The purpose of this study is to examine the customer service experience from a holistic standpoint, and further consider how different components of the customer service experience influence perceived value, attitudes, and loyalty at coffee franchises. Further, this study conducts a comparative analysis to find the similarities and differences that exist cross-culturally between Americans and Koreans. This study develops a self-administered questionnaire for data collection: we adopt a convenience sampling method and collected data at two Starbucks franchises and two Coffee Bean franchises in both Seoul, South Korea, and Miami, US. Further, the study implements structural equational modeling to analyze the data. Overall, the results support the study hypotheses, and indicate that nationality has a moderating effect on the relation between the latent variables.     

The state of technological sophistication and the need for new specialised tertiary degrees in food services

Hospitality management graduates have limited insights into latest operational/technological concepts such as Industrial Cuisine, Molecular Gastronomy and Personalised Nutrition. In fact, ‘hard’ or equipment-based technologies support the two major strategic options, cost leadership and differentiation. At present, suppliers and governments, but not operators, drive research and development in the field. In the education sector, new specialised curricula incorporating pathways stemming from natural science are needed to equip future graduates with ‘cutting edge’ skills for innovation at product, process and system levels. The research-teaching cycle can be strengthened by sharing degrees with departments of science and engineering across tertiary institutions.     

Identifying the strategic implications of service attributes of wedding banquet halls for market competition and risk management

This study aims to identify the strategic implications of service attributes of wedding banquet halls by developing a “competitive service quality and risk early warning (CSQ-REW) model” based on the service gap, competitive quality gap and failure mode and effects analysis. There are eight strategy patterns in the CSQ-REW model. This study uses two major wedding banquet halls in Taiwan as the cases to verify the CSQ-REW model. For Wedding Banquet Hall A (i.e. the benchmarking company), most service attributes of the “venue styles and layouts” and “dining delivery” factors are competitive advantages with a lower risk of service failure. Most service attributes of the “reassurance” factor are false advantages with a higher risk of service failure. This study expects that the strategic implications of service attributes of the wedding banquet halls can be evaluated and identified more specifically and effectively using the CSQ-REW model to improve the service quality.     

The determinants of more responsible restaurant food choice in Poland

In the context of emerging markets, restaurant food choice needs to be better architected in order to minimise the negative societal and environmental implications. For effective consumer choice architecture, the determinants of restaurant food choice need to be first established. This study explores the determinants of restaurant food choice in Poland, a transitional economy in East-Central Europe with a rapidly growing pattern of out-of-home food consumption. It finds that the low level of public environmental awareness in Poland translates into low consumer recognition of the environmental implications of restaurant food choice. Although customer preference for locally produced and organic food is recorded, this preference is not associated with public environmental awareness, but attributed to possible media effect. In contrast, the level of public awareness of the health repercussions of restaurant food choice is higher in Poland, especially among younger consumers, which is reflected in the desire to see the nutritional and calorific values of food to be displayed on restaurant menus. Implications for policy-making and hospitality management are discussed.