Does mandatory food safety training and certification for restaurant employees improve inspection outcomes?

The purpose of this study was to explore the relationship between mandatory food safety training and certification and inspection results of chain restaurants and independent restaurants, using current food safety inspection results of food service establishments in Central Florida. More specifically, this study examines whether there is any statistically significant difference in the violation frequency among chain and independent restaurants. Reducing the risk of any foodborne illness is a critical strategy that industry stakeholders should pursue in an area dominated by tourism such as Orlando, Florida. A one-way ANOVA was used to determine the differences between the two types of restaurants. Findings indicate that there is significant difference between chain and independent restaurants for critical violations. No difference was found when comparing chain verses independent restaurants for non-critical violations.     

Positive emotions and behavioral intentions of customers in full-service restaurants: Does aesthetic labor matter?

Based on the Mehrabian–Russell model, this study investigates whether aesthetic labor performance affects the positive emotions and behavioral intentions of customers in full-service restaurants. This research also identifies the mediating effects of positive emotions on aesthetic labor and behavioral intentions. A total of 320 valid questionnaires were collected from the customers of a well-known chain of restaurants in Taiwan. Structural equation modeling was used to estimate a model linking aesthetic labor, positive emotions, and behavioral intentions. The results revealed that aesthetic labor positively and significantly influences positive emotions and behavioral intentions, and that positive emotions positively and significantly influence behavioral intentions. However, when the control variables of food quality, ambiance, and service quality were added, aesthetic labor did not positively influence behavioral intentions. In addition, positive emotions did not mediate the relationship between aesthetic labor and behavioral intentions. Finally, we provide a discussion on practical implications and suggestions for future research.     

Human Capital,Organizational Orientations and Performance: Evidence From the Restaurant Industry

ABSTRACT

The study examines how human capital combines with and influences organizational orientations to determine performance. Specifically, this study investigates small restaurant businesses’ ability to effectively exploit intangible resources and capabilities, rather than tangible resources, in order to produce sustainable competitive advantage. A structured questionnaire was used to survey owners/managers of small independent restaurants in the United States. The results demonstrate that human capital, market orientation and entrepreneurial orientation serve as intangible resources and capabilities that can augment the competitive position of independent restaurants, and thereby improve performance. Human capital also combines with and influences the adoption of market orientation and subsequent performance.     

Managers’ Attitudes Towards People with Disabilities in the Hospitality Industry

People with disabilities face many challenges when incorporating into the workforce, including the attitudes of their employers and coworkers. This study aimed to assess managers’ attitudes about people with disabilities in hotels and restaurants in the United States. Interviews and questionnaires were used for data collection. This study provides information for hospitality industry managers about attitudes towards employees with disabilities. Managers’ ages and years worked for the current organization had an effect on attitudes related to the importance of training people with disabilities.     

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.     

Antecedents and the underlying mechanism of customer intention of co-creating a dining experience

Companies have begun to tap into the resources of their customers to co-create unique and personalized experiences. This study aimed to investigate the influences of openness to experience, known as a customer personality trait, and the perceived physical environment on customers’ intention to participate in a co-creation experience. Positive anticipated emotions were introduced to explain the underlying process of co-creation. The data were collected from full-service restaurant diners in the United States. The results indicated that customers who score high in openness to experience are more likely to participate in the co-creation experience whereas the perceived physical environment did not influence the intention directly. The mediating role of positive anticipated emotions was significant between the perceived physical environment and the intention and between openness to experience and the intention. Theoretical and practical implications were discussed in the study.     

Hotel restaurants’ challenges and critical success factors in Klang Valley,Malaysia: the inseparable roles of support centers and revenue streams

Hotel restaurants are of great importance in hotels, and the factors for this have so far been considerably understudied. This study investigated the challenges and critical success factors (CSFs) of restaurants owned and operated by five-star luxury hotels in Klang Valley, Malaysia. Four exemplar hotels were studied and 10 respondents responsible for hotel restaurants’ planning and operations were sampled in this multiple case study approach. A total of 13 challenges were identified, and thematic analysis found 10 common CSFs crucial to hotel restaurants. Among the 10 CSFs, 2 distinctive CSFs were identified playing exceptional roles, including: (1) the inseparable linkage between hotel restaurants and support centers, as well as (2) the inseparable linkage between hotel restaurants and revenue streams. Moreover, this study broadened the retrospective understanding of the term “inseparability” in service organizations, and also contributed several implications for hotel restaurant managers to incorporate into their businesses.     

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.     

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.     

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.     

Authenticity perceptions,brand equity and brand choice intention: The case of ethnic restaurants

This study examines the relationships between consumers’ authenticity perception and four brand equity dimensions (brand awareness, brand association, perceived quality, brand loyalty), as well as how these four dimensions are interrelated with one another. This study also examines the impact of brand equity on consumers’ brand choice intention for ethnic restaurants. Findings clearly indicate that consumers’ authenticity perception is a critical determinant of brand equity and brand equity has a significant impact on consumers’ brand choice intention. Findings of the present study would provide managers with a better understanding of the important role authenticity plays in ethnic restaurants’ brand equity. Managerial implications for better brand equity management are provided.     

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.     

Multiunit restaurant productivity assessment using three-phase data envelopment analysis

This paper focuses on uncontrollable variables’ effects on multiunit restaurant productivity using data envelopment analysis (DEA). We argue the importance of first considering managerially uncontrollable (nondiscretionary) variables as inputs in the actual DEA model, with managerially controllable variables considered post hoc for their relationship to the efficiency scores. We illustrate the merits of this approach using data from a chain of 62 full-service restaurants. From a large number of candidate inputs, we arrive at a short list of uncontrollable inputs: hourly server wage, restaurant seats, and a coding variable representing whether the restaurant is a stand-alone facility. Output variables in our model were daily sales and tip percentage. We find that just under 12% of the restaurants operate efficiently and that the average efficiency for the chain is 82%.     

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.     

The role of perceived corporate social responsibility on providing healthful foods and nutrition information with health-consciousness as a moderator

As customers become more health conscious and governments create legislation requiring restaurants to provide nutrition information, the restaurant industry can no longer ignore demands for healthful eating environments. This study considers providing healthful food options and nutrition information as strategies for creating healthful eating environments at restaurants, and aims to develop a theoretical explanation of consumer reactions to such actions that incorporates perceived corporate social responsibility. Data were collected using a between-subjects experimental design with scenarios. The results show that customers perceive restaurants to be socially responsible when they are provided with healthful foods and nutrition information; highly health-conscious customers react more strongly to provision of healthful foods than their counterparts. Consequently, customers have favorable attitude toward and high willingness to visit restaurants providing healthful foods and nutrition information. Restaurateurs should consider taking such initiatives to entice more customers and develop a socially responsible image.     

The effects of the minimum wage on the operating performance of hotels in the U.S.

The economic effects of the minimum wage have been the focus of ongoing contradictory debates among policymakers and researchers. This study finds a positive effect of the minimum wage on the operating profitability of hotels in the U.S. However, the pricing practices of full-service hotels are dissimilar to those of limited-service hotels. Although the burden of the minimum wage is substantial, full-service hotels can spread the weight onto other departments, while limited-service hotels mainly rely on rooms revenue. Thus, the effects of the minimum wage on room price (average daily rate; ADR) are more substantial at limited-service hotels than at full-service hotels even though operating profitability (gross operating profit per available room; GOPPAR) is not substantially different between them. Eventually, increased minimum wage can play a beneficial role not only for the hotel industry but also for local society, since minimum wage employees take home a larger salary.     

Food safety inspections results: A comparison of ethnic-operated restaurants to non-ethnic-operated restaurants

This study examined the proposition that cultural differences between ethnic-operated restaurants in high tourism areas of the United States (US) compared to non-ethnic operated restaurants explains the differences in food safety and sanitation inspection scores in five US cities considered popular tourism destinations. It was hypothesized that ethnic-operated restaurants, composed of people from different cultural norms than that of the indigenous US population, would result in significantly higher rates of critical regulatory violations than non-ethnic-operated restaurants. Food safety inspection data was obtained from five cities in the west, mid-west, east and two from the south for the years 2009 and 2010. Results confirmed the hypotheses that ethnic-operated restaurants have significantly higher rates of inspection and critical violations. Implications for regulators, trainers, ethnic restaurants and organizations seeking to manage diversity are discussed.     

Impact of Restaurant Experience on Brand Image and Customer Loyalty: Moderating Role of Dining Motivation

This study seeks to determine which restaurant experiences influence the image of a restaurant's brand and formation of customers' loyalty. The research examines the connections among restaurant experiences, brand image, satisfaction, and loyalty in the context of full-service restaurants. This study also investigates the moderating effect of customers' dining motivations on the formation of brand image. The results of this study suggest that: (a) A restaurant's environment and food quality positively influences brand image and customers' satisfaction, (b) customers' perceptions of price fairness do not influence brand image but does affect customers' satisfaction, (c) development of customers' positive brand image does not drive satisfaction but does influence loyalty in full-service restaurants, and (d) customers' dining motivations moderate the relationship between restaurant experiences and perceptions of brand image. These results provide a basis for investigating which restaurant experiences are critical in eliciting development of a positive brand image and which have behavioral consequences. This study also offers mangers a perspective for developing marketing strategies to strengthen brand image in full-service restaurants.     

Differences in social evaluations and their effects on employee job attitudes and turnover intentions in a restaurant setting

The current research examines the effects of employees' social evaluations of their coworkers and managers on job satisfaction, organizational commitment, and turnover intentions. This study enhances existing literature on the perceived work environment of restaurants, with the inclusion of two fundamental social dimensions that people often use in order to evaluate other individuals or groups, namely: their perceived warmth and competence. Hierarchical cluster analyses demonstrated that employees tend to perceive their coworkers and managers in two opposing ways, and independent-samples t-tests showed that employees' job satisfaction, organizational commitment, and turnover intentions differ significantly according to such divergent social perceptions. Managerial and academic implications are discussed in detail.     

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.