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1 – 10 of 11Bendegul Okumus, Ahmet Bulent Ozturk and Anil Bilgihan
The purpose of this research is to examine the dining out activities of Gen Y's in the United States. In particular, it focuses on dining frequency, restaurant selection…
Abstract
Purpose
The purpose of this research is to examine the dining out activities of Gen Y's in the United States. In particular, it focuses on dining frequency, restaurant selection, restaurant segments and demographic features of Gen Yers.
Design/methodology/approach
Empirical data for this study were collected from 631 Gen Y's living in the United States.
Findings
The research findings reveal a nascent exploration of eating out preferences of the Gen Y population in an industrialized country in the food service context.
Research limitations/implications
Generation Y is a lucrative and growing customer group for the US foodservice industry. They dine out more frequently than the rest of the population and their dining out preferences are different from other cohorts.
Originality/value
This study offers some practical implications on Gen Y's dining out behavior for food service industry and restaurateurs.
Details
Keywords
Anupama Sukhu and Anil Bilgihan
The purpose of this research is to investigate the effects of service recovery experiences on customer engagement in negative word-of-mouth (WOM) in the hotel industry and explore…
Abstract
Purpose
The purpose of this research is to investigate the effects of service recovery experiences on customer engagement in negative word-of-mouth (WOM) in the hotel industry and explore the psychological motives and mediating mechanisms driving consumer behavior.
Design/methodology/approach
A scenario-based experimental design on Qualtrics was used, with a pre-test (N = 200). The main study data were collected using Amazon's Mechanical Turk platform.
Findings
Findings reveal that negative service experiences lead to higher engagement in negative WOM compared to positive and satisfactory recovery service experiences. Even well-executed recovery efforts may not completely eliminate negative WOM. The mediating role of emotional responses is substantiated, as heightened negative service experiences result in more intense negative emotional responses, leading to increased engagement in negative WOM.
Originality/value
The study emphasizes the importance of service recovery strategies and the need for businesses to consistently strive for exceptional service quality. It also highlights the complexity of customer reactions to service experiences, suggesting that further research is needed to explore the factors that minimize negative WOM across various service contexts.
Details
Keywords
Faizan Ali, Satish Kumar, Riya Sureka, Vidhu Gaur and Cihan Cobanoglu