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Article
Publication date: 11 July 2016

Classifying restaurants to improve usability of restaurant research

Bonnie Farber Canziani, Barbara Almanza, Robert E. Frash, Merrick J. McKeig and Caitlin Sullivan-Reid

This paper aims to review existing restaurant classifications within the literature in the restaurant management field. The authors discuss intra-industry ramifications of…

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Abstract

Purpose

This paper aims to review existing restaurant classifications within the literature in the restaurant management field. The authors discuss intra-industry ramifications of the limited use of recognized typologies and the need to prescriptively guide the description of restaurant context in the literature to communicate the internal and external validity of findings.

Design/methodology/approach

Restaurant categories from accepted typologies are used as keywords to collect 345 empirical studies from ten relevant journals serving the global restaurant management discipline. Content analysis of titles, abstracts and methodology sections is used to examine three propositions regarding the standardization, rationalization and efficiency of restaurant classification in imparting restaurant context in published works.

Findings

Findings show inconsistent use of existing typologies and limited use of effective restaurant descriptors to inform users about the situational context in which data were gathered or hypotheses were tested. There is a general preference for categories commonly associated with those of the National Restaurant Association.

Research limitations/implications

Researchers should standardize descriptions of restaurants in manuscript titles, abstracts and methods sections, thereby enhancing integration of international research, the ability to conduct macro-level industry studies, and communication of findings to practitioners for operational use.

Originality/value

Recommendations are offered to optimize the use of restaurant classification so that the content of empirical studies may be more effectively accessed, digested and compared, thereby enhancing the communication of advances in the restaurant management body of knowledge to practitioners and other researchers.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 7
Type: Research Article
DOI: https://doi.org/10.1108/IJCHM-12-2014-0618
ISSN: 0959-6119

Keywords

  • Restaurant
  • Research methodology
  • Typology
  • Validity
  • Industry classification
  • Food service

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Article
Publication date: 8 July 2019

Does hotel cleanliness correlate with surfaces guests contact?

Haeik Park, Sheryl Fried Kline, Jooho Kim, Barbara Almanza and Jing Ma

This study aims to strengthen implications about hotel cleaning outcomes by comparing guests’ perception of the amount of contact they have with cleanliness of hotel surfaces.

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Abstract

Purpose

This study aims to strengthen implications about hotel cleaning outcomes by comparing guests’ perception of the amount of contact they have with cleanliness of hotel surfaces.

Design/methodology/approach

This study used two data-collection methods, a survey and an adenosine triphosphate (ATP) test. Data were collected from recent hotel guests using Amazon Mechanical Turk. Guests were asked to identify hotel surfaces that they touch most frequently. Actual hotel cleanliness was measured using empirical data collected with ATP meters. The two data sets were used to compare guests’ perceptions about the amount of contact they have with actual cleanliness measurements of those hotel surfaces.

Findings

This study found that amount of guest contact was related to cleanliness of surfaces in guestrooms. Significant differences were found in guest perception between high- and low-touch areas and between guestrooms and hotel public areas. More high-touch areas and higher ATP readings were found in guestrooms than in hotel public areas.

Originality/value

To the best of the authors’ knowledge this study is the first to compare guest contact with hotel surfaces to a scientific measure of hotel cleanliness. In addition, this study is unique because it assesses guest contact and cleanliness of public areas to provide a holistic view of hotel-cleaning needs. The study offers industry empirically based results from guest perception and scientifically based data that can be used to improve hotel housekeeping programs.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 7
Type: Research Article
DOI: https://doi.org/10.1108/IJCHM-02-2018-0105
ISSN: 0959-6119

Keywords

  • ATP test
  • Guest perception
  • Hotel guestrooms
  • Housekeeping

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Article
Publication date: 9 May 2016

Consumer envy during service encounters

Gerardo Joel Anaya, Li Miao, Anna S. Mattila and Barbara Almanza

This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences…

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Abstract

Purpose

This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were examined.

Design/methodology/approach

An online survey was used to collect 311 actual episodes of consumer envy. Both qualitative and quantitative analyses were used to answer the research questions.

Findings

This research identified five different triggers of consumer envy during service encounters, each associated with distinct cognitive appraisal patterns. Moreover, envious customers might experience three qualitatively different shades of envy labeled as “blue envy”, “red envy” and “green envy”. Actions taken by service providers are found to be a major cause of consumer envy, and they elicit emotions associated with complaining, negative word of mouth, lower encounter satisfaction and lower repurchase intention.

Research limitations/implications

While significant contributions are made, this study relied on self-reported data. Given that envy is considered a private and sensitive emotion, participants may have withheld from sharing some of the more socially undesirable details of their envy episodes.

Practical implications

The results stress the importance for service providers to avoid a perception of unfair preferential treatment. This perception of service unfairness is associated with hostility directed at service employees and negative organizational consequences.

Originality/value

This study is among the first to examine consumer envy in the context of service encounters.

Details

Journal of Services Marketing, vol. 30 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/JSM-03-2015-0121
ISSN: 0887-6045

Keywords

  • Emotions
  • Consumer envy
  • Preferential treatment
  • Service encounters
  • Service unfairness
  • Social comparisons

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Article
Publication date: 21 January 2021

The cleanliness of restaurants: ATP tests (reality) vs consumers’ perception

Tony J. Kim, Barbara Almanza, Jing Ma, Haeik Park and Sheryl F. Kline

This study aims to empirically assess restaurant surfaces’ cleanliness and compare them to customers’ perceptions about the cleanliness of surfaces when dining in a restaurant.

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Abstract

Purpose

This study aims to empirically assess restaurant surfaces’ cleanliness and compare them to customers’ perceptions about the cleanliness of surfaces when dining in a restaurant.

Design/methodology/approach

This study used two methods to collect data. The first was a survey method to gauge customers’ perceptions and an empirical test to measure cleanliness using an adenosine triphosphate (ATP) meter. Two data sets were collected to compare customers’ perceptions and actual cleanliness measurements. One data set surveyed respondents as to their perceptions of high- and low-touch restaurant surfaces among 19 areas of the dining room and 15 surfaces from the restroom, and their perceived cleanliness or dirtiness of those same surfaces. The second one conducted empirical measurements of the cleanliness of these surfaces using an ATP meter, which were then compared to customers’ perceptions.

Findings

Although all surfaces had higher ATP readings than a 30 relative light units’ threshold, there were significant differences in ATP readings among surfaces. Results showed a fair amount of consistency between the consumers’ perceptions of cleanliness and the actual results of ATP readings for the cleanest areas, but very little consistency in customers’ perceptions and experimental measurements for the dirtiest areas.

Practical implications

This study empirically demonstrated the need for improved cleaning techniques and the importance of proper training for foodservice employees. Especially during the COVID-19 pandemic, results of this study suggest an additional responsibility on managers and staff to ensure clean environments and the imperative to address the concerns of their customers.

Originality/value

Based on an extensive literature review, to the best of the authors’ knowledge, no prior studies have compared consumers’ cleanliness perceptions with empirical measurements of cleanliness in restaurant settings using an ATP meter. The results of this study provide restaurant managers a better understanding of customers’ perceptions of cleanliness. It also provides restaurant managers and staff information to develop more effective cleaning procedures. In the context of the COVID-19 pandemic, perceptions of cleanliness and measures of actual cleanliness are more important than they have been in the past.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
DOI: https://doi.org/10.1108/IJCHM-08-2020-0822
ISSN: 0959-6119

Keywords

  • Restaurants
  • Perception
  • Sanitation
  • Cleanliness
  • COVID-19
  • ATP testing

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Article
Publication date: 29 May 2009

Identifying the underlying structure of perceived service fairness in restaurants

Young Namkung, SooCheong (Shawn) Jang, Barbara Almanza and Joe Ismail

This paper aims to examine the applicability of fairness concepts as a lens for evaluating services in restaurants addressing service fairness issues within, as well as…

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Abstract

Purpose

This paper aims to examine the applicability of fairness concepts as a lens for evaluating services in restaurants addressing service fairness issues within, as well as outside of, the service failure context.

Design/methodology/approach

Data are collected from two casual dining restaurants in the USA. In order to identify the underlying structure of perceived service fairness in restaurants, this study proposes and tests the fitness of two competing models – a traditional three‐factor model and an alternative four‐factor model.

Findings

A confirmatory factor analysis supports that a four‐factor structure of service fairness, which has integrated a customer benefits and sacrifice perspective with the original fairness theory, would be better for evaluating restaurant services instead of the three‐factor model that has frequently been applied in service failure and recovery contexts.

Research limitations/implications

The data are collected from only casual dining restaurants. Therefore, generalizing the results to other segments of the restaurant industry may not work.

Practical implications

This study offers managers a perspective for how consumers evaluate service from a fairness standpoint. The results also provide the basis for investigating which aspects of service fairness are critical in eliciting favorable emotional and behavioral consequences.

Originality/value

Compared with previous fairness studies, which have focused exclusively on the role of justice after service failure and recovery, this study considers all service delivery contexts (with or without service failure) in order to provide a richer portrait of service fairness. Also, this study contributes to the services marketing and consumer behavior literature by shedding light on the issue of “fairness” as an axiom for evaluating services in restaurants.

Details

International Journal of Contemporary Hospitality Management, vol. 21 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/09596110910955659
ISSN: 0959-6119

Keywords

  • Customer services quality
  • Food service
  • Factor analysis
  • Restaurants

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Article
Publication date: 12 August 2014

Motives for reading and articulating user-generated restaurant reviews on Yelp.com

Anish Parikh, Carl Behnke, Mihaela Vorvoreanu, Barbara Almanza and Doug Nelson

The purpose of this research is to examine why and when restaurant consumers use and contribute user-generated reviews. This research is needed to determine the relevance…

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Abstract

Purpose

The purpose of this research is to examine why and when restaurant consumers use and contribute user-generated reviews. This research is needed to determine the relevance of user-generated restaurant reviews in the current marketplace.

Design/methodology/approach

The research methodology is based on a quantitative approach, and focused on current Yelp.com users as its population. Questions focused on the amount of usage, motives for usage, level of trust, users’ tendencies to seek novelty in restaurants and motives for contribution.

Findings

Users tend to trust the reviews on Yelp.com and engage in the community aspects of the platform. Yelp.com users also are altruistic in their motivation for contributing reviews to Yelp.com. Yelp.com users who access it tend to act on the information found within the reviews.

Originality/value

Research articles have focused on user-generated reviews in the past; however, few have examined motivations of using and posting restaurant reviews. The value of conducting research comes from being able to understand the importance of user-generated restaurant reviews for customers in a comprehensive manner.

Details

Journal of Hospitality and Tourism Technology, vol. 5 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/JHTT-04-2013-0011
ISSN: 1757-9880

Keywords

  • Virtual communities
  • Motivation
  • e-WOM
  • Restaurant reviews
  • User-generated reviews
  • Yelp

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Article
Publication date: 1 September 2006

Motivational factors of gender, income and age on selecting a bottle of wine

Nelson Barber, Barbara A. Almanza and Janis R. Donovan

To explore the attributes of wine packaging that are enticing to consumers and the influence of age, gender and income on the wine‐buying decision.

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Abstract

Purpose

To explore the attributes of wine packaging that are enticing to consumers and the influence of age, gender and income on the wine‐buying decision.

Design/methodology/approach

To evaluate how wine packaging interplays with age, gender and income to influence consumers’ decision to purchase. A self‐administered questionnaire with closed‐ended and five‐point Likert‐type scale questions was conducted in the State of Connecticut at two retail shops and five wineries. The questionnaire was pilot‐tested at a local retail wine store in Connecticut to ensure reliability and clarity of the questions.

Findings

Results showed that label design and bottle closures were important to respondents and that self‐confidence was a significant factor for age and gender, with females and respondents between 31 and 40 years of age more concerned about making a wine‐buying decision.

Research limitations/implications

The selection of the state of Connecticut and the testing sites may not represent the general US wine consumer, and therefore results may not be generalizable. Future research projects could include: comparing label configurations and bottle‐packaging choices with the situational use and sensory testing of wines to determine if the novice consumer can evaluate a wine characteristic such as “peachy” or “floral” as described on wine labels.

Originality/value

This paper fulfils an identified need by offering practical advice to wine producers on the necessity to understand what packaging characteristics or cues are important to consumers and to focus their marketing efforts towards simple wine packaging and label designs.

Details

International Journal of Wine Marketing, vol. 18 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/09547540610704774
ISSN: 0954-7541

Keywords

  • Wines
  • Labelling
  • Packaging
  • Consumer behaviour

Content available
Article
Publication date: 1 September 2006

Editorial

Michael Howley

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Abstract

Details

International Journal of Wine Marketing, vol. 18 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/ijwm.2006.04318caa.001
ISSN: 0954-7541

Content available
Article
Publication date: 29 May 2009

Editorial

Fevzi Okumus

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Abstract

Details

International Journal of Contemporary Hospitality Management, vol. 21 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/ijchm.2009.04121daa.001
ISSN: 0959-6119

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Article
Publication date: 1 April 2019

Evolution of the social structure of hospitality management literature: 1960-2016

Mehmet Ali Koseoglu

This study aims to address how the social structure of the hospitality management field has evolved from 1960 to 2016.

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Abstract

Purpose

This study aims to address how the social structure of the hospitality management field has evolved from 1960 to 2016.

Design/methodology/approach

The informal social structure of the hospitality management literature was analyzed by collecting authorship data from seven hospitality management journals. Co-authorship analyses via network analysis were conducted.

Findings

According to the findings, throughout the history of hospitality management, international collaboration levels are relatively low. Based on social network analysis, the research community is only loosely connected, and the network of the community does not fit with the small-world network theory. Additional findings indicate that researchers in the hospitality management literature are ranked via degree centrality, closeness centrality and betweenness centrality. Cliques, which contain at least five researchers, and core researchers are identified.

Practical implications

This study helps both scholars and practitioners improve the informal structure of the field. Scholars must generate strong ties to strengthen cross-fertilization in the field; hence, they collaborate with authors who have strong positions in the field. Specifically, this provides a useful performance analysis. To the extent that institutions and individuals are rewarded for publications, this study demonstrates the performance and connectivity of several key researchers in the field. This finding could be interesting to (post)graduate students. Hospitality managers looking for advisors and consultants could benefit from the findings. Additionally, these are beneficial for journal editors, junior researchers and agencies/institutions.

Originality/value

As one of the first study in the field, this research examines the informal social structure of hospitality management literature in seven journals.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/IJCHM-03-2018-0205
ISSN: 0959-6119

Keywords

  • Network analysis
  • Hospitality
  • Co-authorship
  • Social structure
  • Small-world network theory

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