The Effect of Alcohol Consumption and Patronage Frequency on Restaurant Tipping

ABSTRACT

The National Restaurant Association projected $376 billion in sales and 11 million employees for the restaurant industry in the year 2000. For the servers and bartenders in the industry, tipping is an important part of their income. Results of this study suggest there are several variables that affect the tip amount by party including the amount of the total bill, customer tipping potential, alcohol consumption, the presence of children in the dining party, patronage frequency, and the age of the patron paying the bill. Patron frequency and the amount of the total bill have a strong influence on tipping, as does the customer's tipping potential as judged by the server. A server can expect larger tips from patrons with no children as opposed to those with children. Also, tips are larger when the patron paying the bill has consumed alcohol. The gender and ethnicity of the patron were found to be nonsignificant, as were seating preference and method of payment.     

An Evaluation of Fast Food Restaurant Satisfaction

Abstract

The researchers interviewed 300 customers of a fast food restaurant. The respondents indicated that quality, cleanliness and value are the three most important attributes of a fast food restaurant. The study reported the respondents' ratings of competitive brands. Cross-tabulations of satisfaction rating by various customer traits are provided.     

The Effects of Coupon Promotion on Repeat Visits in Restaurants

Abstract

Will customers' intention to return to a restaurant increase with coupon promotion? To answer this question, this study examines the hypothetical effects of coupon promotion on return visits to restaurants. Based on a literature review, three hypotheses were developed to test the effect of a coupon, its face value, and a patron's prior dining experience on return intention. The authors found that neither coupon use nor coupon face value contributed to explaining respondents' return intentions. However, repeat customers have a greater likelihood of returning to the restaurant than new customers. The study also showed that the quality of food and service were key indicators of return intention.     

Restaurant tipping and service quality A tenuous relationship

The connection between service quality and tip sizes is tenuous at best, as shown by an analysis of 14 studies (involving 2,645 dining parties at 21 different restaurants) that examined the relationship between service and tips. The meta-analysis of the studies sought to statistically combine 24 correlations between tipping and service. While the studies taken together found that, indeed, tips increased with the perceived quality of service, the relationship was weak enough to raise doubts about the use of tips to motivate servers, measure server performance, or identify dissatisfied customers.     

Simulation Study on the Queuing System in a Fast-Food Restaurant

Abstract

The fast-food industry has experienced prosperous growth over the last three decades. In fast-food operations, the term “fast” refers to “quickservice.” The customers coming to a fast-food restaurant do not expect to wait for a long time to receive the food service. The waiting time for customers to receive the food service becomes one of the key quality characteristics in a fast-food restaurant. However, waiting lines always exist in a fast-food restaurant during peak hours. In this article, a simulation model is built to study the queuing system in a fast-food restaurant, which is located in the downtown area of the city of Touliu, Taiwan. From the results of the study, the manager of the restaurant should recruit another server during peak hours such that the customers' waiting time can be reduced. Meanwhile, the validation procedure for a simulation model is also briefly reviewed in this article.     

Investigating the importance and cognitive satisfaction attributes of service quality in restaurant business - a case study of TASTy steakhouse in Taiwan

ABSTRACT

In this research, we proposed an effective approach to investigate the importance and satisfaction attributes of service quality of a restaurant business. For understanding the gaps of service quality cognition between consumers and servers, our work can be used as a reference for helping restaurants improve their service quality and reuse their resources effectively. We applied DINESERV scales and five-point Likert scales as quantitative research tools. The Kano model, customer satisfaction index, regression analysis, improvement effort index, and importance-performance analysis (IPA) were applied as measurement tools to examine the importance of various service attributes. Our approach was implemented in a famous restaurant in Taiwan: TASTy Steakhouse. The relative priority of service quality attributes for improving this chain restaurant and its competitiveness are ranked and discussed.     

Empowerment and Customer Satisfaction Strategies in Multi-Cultural Hotel Restaurant Environments

ABSTRACT

The paper addresses empowerment issues for hotel restaurant managers, as they affect: (a) quality service, (b) customer satisfaction, and (c) financial implications. It investigates empowerment in restaurant management in Dubai five star hotels, how managers operating in Dubai's multi-cultural environment perceive empowerment in their operations, and how this perception relates to their organization's quest for service quality, customer satisfaction, and financial return. Primary data was collected in focus group interviews with (n = 24) managers. Findings suggest managers are well informed, see empowerment as beneficial, support its application, but harbour some concerns, and as literature suggests, there are ambiguities and disagreements over its application.     

Revisiting customers' perception of service quality in fast food restaurants

This research is an extension to previous work in fast food restaurant marketing. The population of this research consists of actual fast food restaurant customers. Following the literature, data are analyzed using Confirmatory Factor Analysis, Structural Equation Modeling, and Path Analysis. Findings of this work identify factors impacting customer satisfaction, as well as dimensions of service quality and their rankings in the fast food restaurant context. Results indicate that there is no direct way of increasing behavioral intentions through improving service quality for fast food restaurants. Rather, behavioral intentions can be improved through customer satisfaction as an intermediary. Further, this work finds evidence that customer satisfaction can be improved through service quality, food quality, and price-value ratio, which in turn would pave an indirect path toward improvement in behavioral intentions in this industry. Results of this research shed light on prioritizing managers’ focus and resource allocation for customer satisfaction and different dimensions of service quality and can be used by fast food restaurant managers to set guidelines and strategies in providing better service to their customers.     

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.     

Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian-Russell model to restaurants

In order to address a lack of comprehensive evaluation of restaurant quality, this study extends Mehrabian and Russell's stimulus-organism-response framework by incorporating restaurant-specific stimuli and including restaurant-specific measures of emotion. Using structural equation modeling, this study shows that atmospherics and service function as stimuli that enhance positive emotions while product attributes, such as food quality, act to relieve negative emotional responses. Results also suggest that positive emotions mediate the relationship between atmospherics/services and future behavioral outcomes. The results are theoretically and practically meaningful because they address the relationships among three types of perceived quality (product, atmospherics, and service), customer emotions (positive/negative), and behavioral intentions in the restaurant consumption experience. Managerial implications, limitations, and future research directions are also suggested.     

Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty

ABSTRACT

As the number of tourists continues to grow globally, the hospitality industry players inevitably face more challenges. High competition among the competitors and the emergence of new technologies such as online booking platforms make the competition more intense among players in the hospitality sector. The quality of services provided is undoubtedly crucial to the success of the hotel. Hence, any service failure has to be addressed appropriately in order to maintain a high level of customer satisfaction and to keep the image of the hotel intact. It is therefore vital that service recovery programs are carefully planned to meet various types of service failures which may inevitably occur. In this study, questionnaires were distributed to customers who had experienced service failures. The aim was to investigate the influence of service quality and service recovery on satisfaction and, ultimately, the effect on customer loyalty. The research also tested the mediating effect of corporate image between the relationship of customer satisfaction and customer loyalty. The findings showed that both service recovery and service quality had a significant impact on customer satisfaction. Similarly, it was found that customer satisfaction induced customer loyalty towards the hotel operator. The result also showed that corporate image mediated partially between the relationship of customer satisfaction and customer loyalty.     

Perceived Importance Factors of Restaurants in Relation to University Customers' Demographic Characteristics

Abstract

This research examines the attributes which influence customers' decisions to return to a restaurant for another meal. Quality of food was rated as the most important attribute, followed by quality of service, cost/value of the meal, and ambiance of the restaurant. Nutritional value was rated as the least important attribute. Male customers did not rate the attributes differently from the female customers.     

Validating Restaurant Service Quality Dimensions

Abstract

Service-based industries such as hotels and restaurants are spending a tremendous effort to measure and improve the service quality of their businesses. Service quality is one of the key factors in achieving competitive advantages in the restaurant industry since high service quality presumably results in increased customer satisfaction, and thus increased future patronage. The purpose of this study was to examine the two generic service-quality dimensions: physical quality and staff behavior/attitude in restaurants by employing the confirmatory factor analysis approach. The findings indicated that the two-factor model of restaurant service quality was successfully validated and also, the predictive accuracy of the model was established.     

How do economic,cultural, and global-connectedness distances moderate the effect of customers’ experiences on their intention to revisit non-indigenous restaurants? Evidence from Korean restaurants

In this study, we evaluate how the effect of customers' experiences on revisit intention for non-indigenous restaurants can be moderated by economic distance (ED), cultural distance (CD) and global-connectedness distance (GD) between the country of origin for a given non-indigenous restaurant and the customer’s resident country. Surveys were conducted in seven countries across three continents, and the levels of ED, CD and GD between Korea and the seven countries were used as moderators. The findings suggest that the types of food and staff are two elements that should be emphasized in countries that are relatively close to Korea. Conversely, elements like the atmosphere of the restaurant and word of mouth should be emphasized in countries that have greater distances from Korea. Of the three distances considered in the study, GD had the strongest moderating effect on the relationship between customers’ experiences and their intentions to return to the restaurant. As a whole, the results imply that ED, CD and GD are important points of reference when considering prior experience while selecting a target country based on the strength of the restaurant’s experience management.     

Buyer-Seller Interaction,Capacity Management,and Relationship Marketing

Abstract

This paper provides insight into the dynamic sales processes that occur in the restaurant industry. Its primary purpose is to provide hospitality marketers and managers a framework tor improving overall sales in food and beverage organizations. After outlining this framework for increased restaurant sales, a detailed overview of buyer-seller interaction, relationship marketing, and restaurant management literature is provided to give the reader an understanding of previous Studies.     

Predicting satisfaction and intentions to use online food delivery: What really makes a difference?

ABSTRACT

Online food delivery (OFD) is no longer a new concept for the majority of Americans. Large food delivery companies make millions in revenues and those numbers are expected to increase. This study was conducted to investigate customer intentions to use OFD services through the evaluation of satisfaction, food quality, and OFD service quality. The OFD service quality was assessed via e-SELFQUAL dimensions, and included perceived control, service convenience, customer service, and service fulfillment. The study determined that food quality, control, customer service, and service fulfillment affect customer satisfaction in online food delivery services. Customer satisfaction showed a strong positive impact on behavioral intentions to use OFD.     

Testing servers' roles as experts and managers of tipping behaviour

This article studies the ability of servers to predict their own tips. A distinction is made between the two roles of servers with regard to tipping behaviour: the role of expert and the role of manager. As experts, servers understand the relations between several predictors and tip size, and are able to predict the tip they are about to receive. As managers, servers designate certain tip amounts, and then manage the service encounter so that their predictions are realised. This study maps the necessary conditions for an expert position and outlines the process for managing a service encounter. Empirical testing suggests that servers have an impressive predictive ability. The findings also offer some support to the view of the role of the server as manager.     

The Foodservice Supplier's Sales Environment

ABSTRACT

This study is designed to assist small meat processors seeking to expand their sales volume. The analysis pertains to a procurement survey of 191 restaurants. Fifty-one different variables are analyzed by means of cross-tabulations among different restaurant groups. For example, three restaurant annual sales groupings (under $500,000, $500,000 to $2,000,000, and over $2,000,000) are used to examine which of these fifty-one restaurant variables significantly differ by group. Other cross-tabulations are also presented regarding dinner ticket price levels, management structure, and chain affiliation, respectively. Many significant differences are found to exist in terms of food quality, delivery methods, product types, and more. Small meat processors will be able to develop more effective sales growth strategies through gaining an understanding of such differences. This study should be of value to small food manufacturers interested in direct marketing to restaurants. For example, based on the general findings of this study, small food manufacturers should place greater emphasis on product quality rather than price when selling their products to larger restaurants since supply quality is of greater importance than cost to these restaurants.     

Book Reviews

This study examines whether the restaurant food expenditure patterns of two-earner Canadian households are consistent with a hypothesis that restaurant meals are convenience rather than luxury items. Results of the study indicate a positive relationship between the proportion of total food expenditures allocated to discretionary restaurant meals and the wage rates (value of time) of both the household head und spouse and a negative relationship between proportionate restaurant food expenditures and unearned income. Both results support the hypothesis. The study also examines relationships between proportionate restaurant food expenditures and a set of household characteristics variables.     

The Effects of Race,Education, and Income on Tipping Behavior

ABSTRACT

The purpose of this study is to find out if African Americans do tip less frequently than Whites and if income and education influence the relationship. Respondents were asked about the frequency of tipping and the reasons for tipping. The results suggest that race was a significant factor in the frequency of tipping servers, bartenders, luggage handlers, taxi drivers, and parking attendants. However, income and education tend to nullify these results. Overall the results suggest that while race may be a factor in some service transactions, much of the race effect be nullified by education and income.