Consumer perceptions of the Michelin Guide and attitudes toward Michelin-starred restaurants

The Michelin Guide (MG) review is considered the most authoritative indicator in the global gastronomy industry. However, academic studies on restaurant reviews are mostly qualitative and interview based. This quantitative study attempted to fill the research gap in understanding consumers’ attitudes toward the MG and Michelin-starred restaurants (MSRs). We used the source credibility model as a theoretical foundation. The results showed that consumers’ perceptions of MG had a positive impact on their attitudes toward MG and a negative impact on their perceived risk of MSRs. Perceived risk did not significantly affect their attitudes toward MSRs. Furthermore, their attitudes toward MSRs had a stronger impact on purchase intentions than did their attitudes toward MG. This study has significant implications for the restaurant industry and seeks to inspire further academic research on restaurant reviews.     

Integral decision analysis in mutually exclusive capital investment projects. Case study: Hard Rock Cafe at Riviera Maya

Brands that have worldwide recognition are perceived as profitable businesses. One of the reasons for this perception might lie in the belief that these companies usually employ some degree of financial evaluation to make the right choice in terms of investment; Hard Rock Cafe is no exception. The brand opened one restaurant in the Riviera Maya in 2011 which closed within nine months. Could a better investment decision have been made if the Hard Rock Cafe Mexico management had followed the Integral Decision Analysis (IDA) method? This method gives decision-makers a chance to analyze mutually exclusive capital budgeting projects. The case study illustrates the type of elements that the model can yield, it provides a brief explanation on how this process could have been used by the Hard Rock Cafe management and it offers an explanation on how this knowledge might have helped in supporting a final investment decision. In conclusion, the IDA method used to analyze this project might reduce the risks in capital investments.     

The Challenges of Full-Service Restaurant Brand Internationalization: A United States/Canada Perspective

The purpose of this research is to identify the challenges faced by full-service restaurant brands internationalizing across the border between the United States and Canada. Semi-structured interviews were used to collect data from 54 senior executives across the US and Canada. The results show differences in the challenges faced by U.S. versus Canadian full-service restaurant brands when they are expanding across the border based upon the context of the full-service restaurant and how they are internationalizing. This is the first empirical study about cross border expansion challenges for U.S. and Canadian full-service restaurant brands.     

Fissures in the marketing strategies of South Asian restaurants in Edinburgh

This exploratory study sought to investigate South Asian restaurants in Edinburgh, Scotland, UK in order to obtain a preliminary identification of marketing gaps compromising their future profitability. The aims of the study were to expose and understand the relative importance attached by owners and managers of South Asian restaurants in Edinburgh to the different elements of the marketing mix. South Asian restaurants form a small but important sector of the restaurant in market in towns throughout the UK and are characteristically of disproportionate financial and social importance to the communities who run them. South Asian restaurants in Edinburgh, as in most towns in the UK, are run primarily by the Bangladeshi community and are under increasing pressure as the variety of restaurants operating in the sector increases. The results of the study make evident that any initiatives taken to support South Asian restaurants should include awareness‐raising actions. Building awareness, which is perceived to be currently partially understood, of the importance of studying markets, customers and competitors is essential before any advice is given on how to accomplish these monitoring tasks. Equally, a fundamental priority is to encourage self‐critical and proactive approaches to business, thus increasing the capacity to identify possible problems and implement correcting measures.     

Economic aspects of hotel and catering industry changes

Changes in the hotel and catering industry are analysed within the context of technical change and economic growth in the economy. The implications of economic growth for the industry depend on the causes of economic growth and the disposition of increased output through the changing pattern of demand. Increasing relative demands on the service sector will lead to increasingly capital-intensive and standardised production away from the point of service. The greater flow of market goods relative to household time resources causes adjustments in household activities, with more market-oriented consumption. In the restaurant sector, less on-site more off-site large-scale production will necessitate a new approach to the organisation of labour. There will be a continuing upgrading of consumer demands. The development of pub catering is seen as just one aspect of this. The hotel sector will face increasing competition from self-catering accommodation facilities, and customers will rely less on the catering facilities provided.     

Image consultancy in the United Kingdom: recipe knowledge and recreational employment

A person's image incorporates three principal elements: how you look, sound and present yourself. Alterations in the world of work have increased the importance of image in the work place and have created a demand for a new form of recipe knowledge – impression management. This has encouraged the formation of specialist image consultancy companies, as well as the development of new techniques of image construction and management. This article provides an analysis of the image consultancy industry in the United Kingdom. It explores the geography of the industry, motivations for establishing an image consultancy firm, the networks consultants develop and the methods of client acquisition. The results of a postal survey of image consultants are reported.     

Contingent effects of close relationships with suppliers upon independent restaurant product development: A social capital perspective

Despite recommendations that the restaurant industry more readily engage suppliers within their operations in order to expand capabilities, associations with restaurant business performance and supplier relationships remain unexplored in today’s current restaurant literature. This study assessed restaurant-supplier relationships from the social capital perspective and evaluated roles social capital played in product enhancement and new product development within the independent restaurant context. Results demonstrated that independent restaurant product enhancement was positively and linearly associated with social capital derived from restaurant-supplier relationships. Results also found that building social capital within restaurant-supplier relationships positively influenced new product development, but when taken to an extreme, it exhibited a negative association through an inverted curvilinear effect. Results provide new insights for future research and practice regarding independent restaurant supply management practices.     

SERVQUAL and PAT

Abstract

Two approaches to measuring the quality of restaurant services are compared, both of which employ the expectancy-discon-firmation paradigm. A SERVQUAL style of questionnaire provided quality measures, which were used to differentiate foodservice establishments, but the data showed several statistical weaknesses, and respondents had trouble contextualizing the questions. Profile Accumulation Technique (PAT) was similarly able to distinguish between different restaurants, and the data had greater internal validity. However this methodology is based upon different assumptions from those underlying SERVQUAL, and there are also implications of cost and expertise. The paper concludes that instruments derived from SERVQUAL cannot claim to apply the theoretical basis of the expectancy- disconfirmation paradigm, whereas PAT is capable of assessing quality according to the paradigm. However, at present it cannot always be assumed that restaurant customers use the expectancy disconfirmation mechanism for evaluating all meal experiences. The advantages and disadvantages of both methods are discussed and implications for further research are identified.     

Relationship between customer complaint behavior and demographic characteristics: A study of hotel restaurants' patrons

This study documented customer complaint behavior in hotel restaurants in Deadwood, USA, and examined the relationship between complaint behavior and demographic characteristics. The sample consisted of 250 hotel restaurant customers. It was found that the hotel restaurant customers tended to complain privately rather than taking public actions. Older, well-educated, customers with higher incomes tended to take private action to complain about their dissatisfaction more than younger, less educated customers with lower incomes. Based on results of the study, implications were suggested for industry practitioners to diminish the negative impact of complaint on hotel restaurants.