Search results

1 – 4 of 4
Content available
Article
Publication date: 15 November 2011

Birgit Muskat

915

Abstract

Details

Managing Service Quality: An International Journal, vol. 21 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

Content available
1040

Abstract

Details

Journal of Product & Brand Management, vol. 22 no. 2
Type: Research Article
ISSN: 1061-0421

Keywords

Content available
Article
Publication date: 21 June 2013

Birgit Muskat

292

Abstract

Details

Journal of Consumer Marketing, vol. 30 no. 4
Type: Research Article
ISSN: 0736-3761

Keywords

Open Access
Article
Publication date: 26 August 2020

Bernhard Fabian Bichler, Birgit Pikkemaat and Mike Peters

Quality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase…

27812

Abstract

Purpose

Quality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase revisits. This paper focuses on the foodservice context and explores the relationship between staff-related service dimensions, atmosphere, food quality and revisit in a full-service setting.

Design/methodology/approach

This study combines an often neglected mystery guest approach with partial least square–structural equation modeling (PLS-SEM) to shed more light on customers' service perceptions. The mystery guest approach has been updated with a digitally supported smartphone questionnaire (e-mystery) that provides more reliable results since previous measurements experienced difficulties of feasibility in time-limited settings (N = 247).

Findings

The findings of this study confirm the direct effects of the service quality dimensions reliability, attentiveness and atmosphere on revisit intention and highlight the mediating role of food quality. In detail, the findings showed significant results for service employees' reliability and attentiveness and underlined the role of atmosphere for revisit intention.

Originality/value

The contribution of this paper supplements that mystery guest approaches represent a reliable alternative to convenience sampling, especially in combination with a digitally supported questionnaire (e-mystery). Thereby, this paper suggests the further application of e-mystery for the hospitality and tourism industry. In terms of implications, this study highlights the importance of securing food quality by fostering specialized schools and training programs for career starters. Since the findings stress the importance of service quality and atmosphere, managers need to ensure that employees are trained in culturally sensitive communication and services to excel in service-related dimensions.

Details

Journal of Hospitality and Tourism Insights, vol. 4 no. 3
Type: Research Article
ISSN: 2514-9792

Keywords

Access

Only content I have access to

Year

Content type

1 – 4 of 4