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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 qual...

This study develops and tests a dining involvement model based on the involvement construct and elaboration likelihood model. Our model links the perceived importance of dining attributes with dini...

This study examines the content of professional, semi-professional, and user-generated reviews. By comparing these three review types, this study was able to identify characteristics and factors unique to each type of review. Although, the amount of discourse in a particular factor varied, food is clearly the most important review factor regardless of review type. Semi-professional reviews emphasize atmosphere and decor more than both newspaper and user-generated reviews, while price factors were more prevalent in semi-professional reviews and user-generated reviews than in newspaper reviews. Understanding the varied structures of review types provides guidance for both restaurateurs and review users.

The purpose of this study is to investigate the relative importance of tangible service attributes toward diners’ satisfaction within the upscale dining segment. Based on previous studies on tangible service quality, a total of 29 tangible service attributes were identified. Through the exploratory factor analysis (EFA), five underlying dimensions of tangible service attributes were first delineated: presentation value, table aesthetics, sensory perceptions, hygiene purity, and vehicle convenience. The results of multiple regression analyses indicate that statistically significant causal relationship between tangible service factors and the diners’ satisfaction exist within the upscale dining segment. Detailed empirical findings and implications are discussed.

In this research the authors examine the importance of server behaviors and time expectations of restaurant patrons through analysis of consumer preferences in an urban and less urbanized market. R...

This study examined consumer value in three different restaurant segments: fast food, casual dining, and fine dining restaurants. Specifically, the study identified perceived importance and performance regarding consumer values using importance-performance analysis. In addition, the effects of the restaurant segments' performance of each consumer value on customer satisfaction and behavioral intentions were examined. This study adds to the present restaurant marketing literature by identifying customer's end goals for visiting each restaurant segment. The findings of the study present the current situation for each restaurant segment in terms of consumer value and offers effective marketing strategies to satisfy customers' desired values.

The current generation of college students has grown up with many quick-service restaurants. In the United States, the top three quick-service restaurants are McDonald's, Burger King, and Wendy's. A survey of 499 college students was conducted regarding their satisfaction levels with quick-service restaurant foods and services. The results indicated that if the quick-service restaurant wants to attract college students, they must concentrate on providing outstanding “quality value” and “practical value.” Wendy's received the highest satisfaction scores over McDonald's and Burger King. The results from this study can assist executives and managers in developing strategic plans appropriate for the college student market.

Over the years, those studying the restaurant industry have attempted to accurately assess what expectations are most important to restaurant patrons. The results have been centered on the domains of food, service, and atmosphere. This research adds the domain of social connectedness and homophily to the model. A scale to accurately and efficiently measure these concepts was created utilizing both qualitative and quantitative research techniques and engaging 5 samples numbering 2,500 respondents. Five stages were employed to provide validity, reliability, stability, and homogeneity. A 20-item sale—DinEX—was created using a two-step confirmatory analysis approach.

In light of the growing popularity of Asian foods in the United States, this study highlights six Asian foods: Chinese, Indian, Japanese, Korean, Thai, and Vietnamese. This study briefly examines the developmental stages of each type of Asian food in the United States and further investigates the socio-demographic profile of Asian food customers in the United States and their experiences with Asian foods. As one of the major findings, each Asian food serves its own part of the ethnic market: the customers of Indian food are Caucasian-dominant, while customers of Korean and Vietnam foods are Asian and Hispanic Americans, in addition to Caucasians. Word-of-mouth is the major source of information about restaurant decisions, indicating the importance of customer satisfaction. This study indicates that Asian food customers appear to be motivated by a variety of factors. Restaurateurs need to understand these motives and incorporate significant motives into communications with potential customers. More finding...

The intuition of most restaurant operators is that table location matters. Using a survey delivered in a virtual reality restaurant, we measured the relationship between participants' privacy and table preferences and their overall satisfaction. Participants preferred anchored tables that secure privacy and provide a good view, and were willing to pay more for these tables. Additionally, tables exposed to other tables were preferred to tables located in high-traffic areas, particularly among privacy-seeking customers. Customers who placed high importance on table location presented high satisfaction with the most private table locations. These results confirm that table location does matter.

Long waiting times can be a major source of customer dissatisfaction. Restaurant table management is an effective operational strategy that can be used to reduce waiting time, improve seat turnover, and increase customer satisfaction without costly capacity expansion. This study investigated the impact of table assignment polices on waiting time performance and the effects of key demand features (party size distribution and arrival rate) on best policy selection. A restaurant simulation model with the spatial priority concern for table location and combination showed the best policy varied by party size distribution and arrival rate.

The purpose of this research study was to investigate brand attitudes, which are associated with customer satisfaction, and the relationships between brand attitude, consumer satisfaction, and revisiting intentions of university students to coffee chain stores situated in the areas adjacent to universities. The purpose behind doing so was to provide appropriate marketing plan suggestions to the stores. The dimensions pertaining to brand attitude included cognitive, affective and conative components. The affective component mean value proved to be much higher than those of the cognitive and conative components. Regression analysis showed that customer satisfaction was a positive predictor of the affective, cognitive and conative components. The effect of brand attitude on participants' willingness to revisit was mediated by their perceived level of satisfaction.

Chain restaurants in the United States now represent the majority of dollars spent in terms of overall sales when compared to independent restaurants. As a result, independents struggle to remain competitive in the marketplace. This paper reports the findings of an exploratory study that was conducted to compare consumer perceptions toward the casual dining experience between chain and independent restaurants. The results clearly show consumers view dining experiences at chain units more favorably than dining experiences at independent units. Food quality has the greatest impact on satisfaction levels in terms of chain restaurants, whereas, server responsiveness is the driving force behind satisfaction as it relates to independent restaurants.

Tipping is generally regarded in the industry as more of a server concern than a managerial one. For this reason, it is the rare restaurant executive or manager who tries to actively influence the level of his or her servers' tip incomes. I believe that is a mistake—that restaurant executives and managers can and should increase their servers' tip incomes. First, I present several tactics that servers can use to increase their own tips. Then, I describe the role that executives and managers can play in encouraging servers' use of these tactics. Finally, I explain how executives and managers will benefit from encouraging servers to try these tactics.

A conceptual model of the relationships between employee misbehavior or deviance and consumer satisfaction is developed and presented in this paper. Drawing on previous research, direct causal connections between employee deviant behavior and consumer satisfaction are proposed. Employees' deviant behaviors reduce consumers' perceptions of control and therefore their satisfaction with an exchange. In order to improve consumer satisfaction, it is important to investigate potential causes of deviant behavior. Individuals' perceptions of organizational support and psychological empowerment are described as antecedents to employee deviant behavior. The paper presents arguments for the various relationships proposed in the paper and emphasizes the role of organizational practices including empowerment in improving consumer satisfaction.

The major objective of this research is to explore the relationship between employee behavior/non-behavior and customer satisfaction in quick service restaurants. Four behavioral components (employee reliability, employee responsiveness, employee assurance, and employee empathy) and one non-behavioral component (the physical environment) are identified. The survey questionnaire included the modified SERVQUAL instrument (Parasuraman, Zeithaml, and Berry, 1991) in addition to questions about satisfaction. A convenience sample of 125 participants was used to collect data by frequenting selected quick service restaurants. The results identified significant positive correlations between three of the five behavior/non-behavior constructs (employee responsiveness, employee assurance, and the physical environment) with three of the four identified dimensions of customer satisfaction (satisfaction with the food, satisfaction with the task/service, satisfaction with the price, and overall satisfaction).