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Book part
Publication date: 13 August 2012

Yvette Green, John A. Williams and Kim Williams

The April 20, 2010, Gulf Coast Oil Spill was a tragic crisis. This study examined the effect of the 2010 Gulf Coast Oil Spill on the restaurant industry in Louisiana. The…

Abstract

The April 20, 2010, Gulf Coast Oil Spill was a tragic crisis. This study examined the effect of the 2010 Gulf Coast Oil Spill on the restaurant industry in Louisiana. The study quantified key issues affecting state restaurants in the wake of this particular crisis. The study found that oysters were the seafood with the least availability following the crisis. Most of the restaurants, or 54.8%, did not take any menu items off of their menu; however, 24.2% eliminated one or two items and 21% removed three or more items from their menu due to the oil spill. Casual Restaurants at 38.3% and Family Dining Restaurants at 31.2% had the highest percentages of out-of-state purchases of seafood due to the oil spill. Casual Theme Restaurants laid off the most employees due to the oil spill with an average of eight employees. The highest reported costs from the spill were product costs and marketing/advertising.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-78052-936-3

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Article
Publication date: 9 June 2021

Laurie Wu, Alei Fan, Yang Yang and Zeya He

Taking a mixed-method approach, this research developed and validated a novel, value-centric experience framework delineating robotic involvement in the service encounter…

Abstract

Purpose

Taking a mixed-method approach, this research developed and validated a novel, value-centric experience framework delineating robotic involvement in the service encounter and its subsequent impact on customers' experiences.

Design/methodology/approach

Focused on robotic restaurant businesses where robots are mainly involved in food production processes, this research utilized online customer review data and a multistage, mixed-method design for empirical examination. Automated thematic analysis was first adopted to facilitate a comprehensive understanding of the empirical reality as reflected in online customer reviews. Following an analytic induction process, a theoretical framework was developed integrating prior literature with the empirical reality to uncover the relationships across robotic involvement, experiential values and evaluative outcomes. A theory-driven, dictionary-based content analysis together with path analysis further enabled empirical validation of the developed theoretical framework.

Findings

The current research developed and validated a value-centric experience framework to theorize robotic involvement in the service encounter and its downstream impact on customers' experiences. Specifically, this framework conceptualizes robotic involvement as a five-dimensional composition of robotic visibility, competency, performanism, co-creativity and prominence. In addition, the framework specifies seven dimensions of experiential values revolving around high-tech–high-touch robotic service encounters, namely sensorial, utilitarian, hedonic, social, agentic, epistemic and aesthetic values. Following empirical validation, this framework sheds light on robotic involvement and experience design for high-tech–high-touch service businesses aiming to incorporate robots in their service encounters.

Originality/value

Drawing on classic service role theory and consumption value theory, this research developed and validated a novel theoretical model connecting robotic involvement dimensions with experiential consumption values and downstream customer evaluative outcomes. This research and theoretical framework open an exciting avenue for future research in robotic services and customer experiences.

Details

Journal of Service Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 18 June 2021

Xi Y. Leung and Han Wen

The purpose of this study is to examine the role of consumption emotion in the digital food-ordering experience by comparing the performances of the three digital ordering…

Abstract

Purpose

The purpose of this study is to examine the role of consumption emotion in the digital food-ordering experience by comparing the performances of the three digital ordering methods in an experimental design.

Design/methodology/approach

A research model was developed based on the Feelings-as-Information (FaI) theory and the expectancy-disconfirmation theory. A 3 × 2 between-subjects lab experiment was conducted to compare the three digital ordering methods (online, mobile or chatbot) in two different types of restaurants (quick-service or full-service).

Findings

The results indicate that the chatbot ordering method evoked more negative emotions and less positive emotions than the other two methods. The online ordering method worked the best for quick-service restaurants, whereas the mobile ordering method was most suitable for full-service restaurants. Both positive and negative emotions (comfort and annoyance) significantly mediated the relationships between the ordering method and internal responses (satisfaction and behavioral intention). Only one negative emotion (anger) significantly mediated the relationship between the ordering method and order amount.

Originality/value

This is the first study that attempts to explore and compare consumers’ emotional responses resulting from restaurant digital ordering experiences in the context of the three food-ordering methods. The use of the FaI theory strengthens the theoretical foundation of research on emotion in the hospitality field. This study also pioneers the application of chatbot technology in the restaurant industry.

研究目的

本论文旨在研究消费情感在线上点菜体验中的作用, 采用实验设计中的三种线上点菜方式。

研究设计/方法/途径

本论文基于情绪即信息(Fal理论)和期望-不一致理论创建了研究模型。实验设计为3×2被试间设计来比较三种线上点菜方式(在线、手机、或聊天机器人)在两种不同餐厅类型(快餐vs全服务餐厅)

研究结果:

研究结果表明, 聊天机器人点菜方式相比较其他两种方式, 将带来更多负面情绪和较少的正面情绪。在线点菜方式最适用于快餐类型的饭店, 手机点菜方式最适合全服务餐厅。正面和负面情绪(舒服和烦恼)都对点菜方式和情绪反应(满意度和行为意图)之间的关系起到中介作用。只有一种负面情绪(愤怒)对在线方式和点菜量之间存在显著的中介作用。

研究原创性/价值

本论文是首篇探索和对比消费者面对三种点菜方式, 在餐厅线上点菜体验的情绪反应。本论文使用Fal理论巩固了酒店管理领域中情感研究的理论深度。本论文还探索了饭店中对聊天机器人应用的科研。

Details

Journal of Hospitality and Tourism Technology, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-9880

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Article
Publication date: 14 June 2021

Firdaus Firdaus Halimi, Serge Gabarre, Samar Rahi, Jassim Ahmad Al-Gasawneh and Abdul Hafaz Ngah

The purpose of this paper is to extend the theory of planned behaviour (TPB) to identify the factors influencing Muslim customers’ intention to revisit non-halal certified…

Abstract

Purpose

The purpose of this paper is to extend the theory of planned behaviour (TPB) to identify the factors influencing Muslim customers’ intention to revisit non-halal certified restaurants.

Design/methodology/approach

A purposive sampling method was applied. Self-administered survey questionnaires were distributed around shopping malls in Kuala Lumpur, Putrajaya, the Northern region and the East Coast of Malaysia. From 601 questionnaires collected, only 578 questionnaires were satisfactory. SMART-PLS 3.3.2. was used to analyse the data for this study using a structural equation modelling approach.

Findings

The findings confirmed that price fairness and food quality positively influenced attitude perceived behavioural control and food quality affecting the customers’ intention to revisit non-halal certified restaurants. Subjective norm was found to be an insignificant factor towards revisit intention. In addition, the attitude was found to mediate the relationship between price fairness and revisit intention and between food quality and revisit intention. Trust was highlighted as moderating the relationship between attitude and revisit intention.

Practical implications

The findings of this study will primarily benefit food premises, whether halal-certified or otherwise.

Originality/value

The study extends the TPB with food quality and price fairness to identify the factors of revisit intention for the non-halal certified restaurant among Muslim consumers in Malaysia. The study shows the mediating effects of attitude for the relationship between food quality and price fairness towards revisit intention. On top of that, the study also included the moderating effect of trust on the TPB. The findings also enrich the literature on the non-halal certified context.

Details

Journal of Islamic Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 31 May 2021

Gerson Tontini, Luís Irgang, Adriana Kroenke, Ivan Hadlich, Jaime Dagostim Picolo and Josip Mikulic

The purpose of this study is to demonstrate how to use customer spontaneous comments to identify which aspects influence the overall customer satisfaction with restaurant

Abstract

Purpose

The purpose of this study is to demonstrate how to use customer spontaneous comments to identify which aspects influence the overall customer satisfaction with restaurant services from a nonlinear perspective.

Design/methodology/approach

The authors collected data from 399 spontaneous comments about a chain of fast-food restaurants in Brazil. The comments are freely available on the TripAdvisor portal and were extracted and classified according to seven dimensions related to the quality of services: tangibles, reliability, responsiveness, assurance, empathy, quality of the food and price. Next, the authors combine the critical incident technique (CIT) and the penalty-reward contrast analysis (PRCA) to investigate the nonlinear relationship between service quality assessment and overall customer satisfaction.

Findings

The method of integrating CIT with PRCA explains 64.7% of the variation in the customer's assessment of the services provided (RAdj2 = 0.647). This shows that spontaneous comments from customers are related to their overall satisfaction with the service provided. Besides, the findings suggest that consumers tend to comment more about positive than negative experiences regarding aspects related to food, attendants' empathy and service assurance, and more negative comments about aspects related to responsiveness and price. However, it was found that negative comments have a stronger influence on overall satisfaction than positive comments.

Originality/value

Using comments available for free on the Internet and evaluating how positive and negative comments can jointly influence customer satisfaction, the proposed methodology demonstrates how restaurants can use their customers' spontaneous comments to identify critical aspects to be managed and improved. To the best of authors’ knowledge, this is the first study presenting how restaurants can use customer spontaneous comments, freely available on the internet, to identify the relevance of different aspects of the services provided from a nonlinear perspective. In addition, the present study shows that although customers spontaneously tend to share more positive than negative comments about restaurant services, events related to negative experiences have a stronger influence on overall satisfaction.

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 31 May 2021

Swati Dabas, Savita Sharma and Kamal Manaktola

This paper aims to explore the experience of adoption of digital marketing and related tools by restaurant entrepreneurs or owners of restaurants in the UK and India.

Abstract

Purpose

This paper aims to explore the experience of adoption of digital marketing and related tools by restaurant entrepreneurs or owners of restaurants in the UK and India.

Design/methodology/approach

This study is based on qualitative research. In-depth interviews were conducted with restaurant owners to understand the extent of adoption of digital marketing tools and how they have embraced the digital change in running their business operations.

Findings

Findings shed light on major changes in consumer behaviour and the readiness of restaurant owners to adopt digital tools for marketing restaurant businesses. Additionally, this paper also probes restaurant owners’ apprehensions in the process with an objective of retaining customers for a longer period.

Originality/value

It is also evident that there is a clear gap in the restaurant space in India and the UK as far as the adoption of digital marketing tools is concerned. The restaurants in India are yet to adequately harness the digital medium as a strategic tool for marketing. This research can potentially form the basis of further research in terms of using technology and digital tools to reach customers and creating a more personalized experience for them.

Details

Worldwide Hospitality and Tourism Themes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1755-4217

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Article
Publication date: 10 May 2021

Anupama Sukhu and Anil Bilgihan

When customers decide to dine out, they choose a restaurant for both physiological and psychological reasons. The psychological reasons include the hedonic/enjoyment goal…

Abstract

Purpose

When customers decide to dine out, they choose a restaurant for both physiological and psychological reasons. The psychological reasons include the hedonic/enjoyment goal of the consumer. The purpose of this paper is to investigate whether dining experiences that provide a positive or negative hedonic value will influence positive word of mouth (PWOM), switching intentions (SI) and willingness to pay (WTP).

Design/methodology/approach

Two survey-based experiments using student (N = 112) and general restaurant consumer samples (N = 270) were conducted to test the proposed theoretical model. The student sample provided internal validity, whereas the general consumer sample provided external validity for the study. Two types of manipulations were used to manipulate positive and negative restaurant service encounters. The second study randomly assigned participants into positive or negative scenarios.

Findings

The results suggest that positive (negative) service encounters lead to higher (lower) hedonic value. Higher hedonic value leads to PWOM, WTP and reduced SI. The findings of this study would assist restaurant managers and service scholars by bridging the gap between experiential and relationship marketing.

Originality/value

The current research investigates the dining out experience with a holistic lens.

Details

British Food Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 21 May 2021

Meehee Cho, Mark A. Bonn and Hyo Sun Jung

This study identified essential drivers of competitive productivity (CP) within the restaurant context at the meso-micro levels. Following evidence from previous research…

Abstract

Purpose

This study identified essential drivers of competitive productivity (CP) within the restaurant context at the meso-micro levels. Following evidence from previous research, this paper aims to discover if the relationships between the proposed drivers and restaurant competitive productivity (RCP) would differ based upon years in operations as a restaurant business (startup vs established).

Design/methodology/approach

Data analysis was conducted using responses obtained from US restaurant managers. Structural equation modeling assessed the hypothesized relationships. Additionally, multi-group analyses were conducted to test the proposed moderating roles of restaurant firm age within the proposed model.

Findings

Results documented that competitive personality, development and motivation were positively associated with employee competitive productivity (ECP) at the micro-level. Also, ECP, employee training, resource rareness, brand image and organizational culture were significantly and positively related to RCP at the meso-level. Additionally, the positive relationships between ECP and organizational culture, and RCP were greater in the established restaurant group compared with the startup group. However, the relationship between brand image and RCP was greater in the restaurant startup group than in the established group.

Practical implications

This study offered empirical evidence regarding a combination of meso and micro level drivers and their roles in improving RCP. Findings can be adopted to develop effective operational strategies to improve RCP.

Originality/value

Although RCP is critical and is proposed to be created by a comprehensive set of drivers considering organizational (meso-) and individual (micro-) situations, no literature has yet to adopt this comprehensive approach to assess RCP. This study focused on firm age and offered new knowledge about the need for developing specific strategies to improve RCP.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 13 February 2007

Carola Raab and Karl Mayer

This research paper aims to examine whether using menu engineering (ME) together with activity‐based costing (ABC) for menu analysis gives new insights about true menu…

Abstract

Purpose

This research paper aims to examine whether using menu engineering (ME) together with activity‐based costing (ABC) for menu analysis gives new insights about true menu profitability. The traditional ME approach only uses food cost to determine the contribution margin of individual menu items. This combined approach uses both food and traceable operating costs to estimate contribution margins more accurately.

Design/methodology/approach

An improved menu engineering model was developed and tested in a buffet restaurant in Hong Kong. Direct observation of restaurant activities allowed most costs to be traced (not simply allocated) to individual menu items.

Findings

The results found that only three of 20 dinner menu entrées were profitable. This unique insight would not have been possible using traditional ME methods alone. The results also showed that ABC methods are applicable to a buffet‐style restaurant.

Research limitations/implications

Only a single restaurant and only the dinner menu were examined in this study. Future research should apply the model used herein to other restaurant types located in different geographical areas in an effort in order to validate the approach.

Practical implications

The paper suggests that ME can be improved upon by first assessing variable costs using ABC methods. Thus, the extra effort required to apply ABC in a restaurant appears to be worthwhile.

Originality/value

The paper combines two disparate analytic techniques (ME and ABC) in a new approach that reveals a menu's true profit and loss picture. The paper also makes several modifications to the traditional ME approach.

Details

International Journal of Contemporary Hospitality Management, vol. 19 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 8 June 2012

John L. Stanton, Martin S. Meloche and Peter Charette

This paper aims to provide a base line of the types of menu items that are sold in American chain restaurants that have bars. The term “bar food” is defined for these…

Abstract

Purpose

This paper aims to provide a base line of the types of menu items that are sold in American chain restaurants that have bars. The term “bar food” is defined for these types of foods.

Design/methodology/approach

The research method used the internet to collect all data listed in the appetizer section of the menu. Restaurants were also anecdotally coded as to type of restaurant.

Findings

There were 66 restaurants with a total of 67 unique bar menu items. The conclusion was that among all restaurants there were very few bar items that appeared on “most” menus. Only four items were statistically greater than 50 percent of all menu items. When restaurants were coded by ethnic type or style the number of common menu items increased.

Practical implications

This paper defines bar food and for restaurant managers points out the possibility of using bar food offerings as a differentiating factor relative to competitors.

Originality/value

This paper defines bar food and its use in food service.

Details

Worldwide Hospitality and Tourism Themes, vol. 4 no. 3
Type: Research Article
ISSN: 1755-4217

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