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Article
Publication date: 19 August 2020

Rocío Carranza, Estrella Díaz, David Martín-Consuegra and Pilar Fernández-Ferrín

The development of Information Systems (IS) and Information and Communication Technologies (ICT) is offering new opportunities for businesses to implement promotion…

Abstract

Purpose

The development of Information Systems (IS) and Information and Communication Technologies (ICT) is offering new opportunities for businesses to implement promotion strategies focused on customer attraction and retention. In this sense, mobile coupon usage has increased as a promotion tool, especially in the fast-food sector. However, the use by consumers of these coupons is not homogeneous and it is conditioned by prior experience. Thus, this study aimed to examine variations between Fast Food Restaurant (FFR) customers based on their prior experiences with the use of mobile coupon (expert vs novice users).

Design/methodology/approach

A sample of 400 fast-food customers was collected using a structured questionnaire. In order to compare the proposed relationships between expert and novice users, a multigroup approach was applied through new, recently proposed evaluation procedures designed for PLS–SEM.

Findings

The results show that the two groups of consumers (expert vs novice users) have notable differences regarding the relationship between perceived ease of use and perceived usefulness. This relationship was the strongest in both groups. However, there are no differences found in other aspects considered as antecedents to mobile coupons usage, for instance, usage intention and attitude.

Practical implications

This work emphasises the importance of considering differences based on experience between mobile coupon users. Ease of use, perceived consumer utility and increased mobile coupons in apps can be the key to driving effective business strategies based on promotional tactics by FFRs. Likewise, this study can help other researchers in their empirical applications of PLS–SEM analysis.

Originality/value

This study is the first to provide an in-depth analysis of differences based on users' experience with mobile coupons at FFRs. It is innovative in its introduction of the consumer's coupon proneness variable.

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Article
Publication date: 13 July 2018

Rocío Carranza, Estrella Díaz and David Martín-Consuegra

The purpose of this study is to verify the existence of loyalty among fast-food customers and its dependence on fast-food service quality, comprising service quality, food…

Abstract

Purpose

The purpose of this study is to verify the existence of loyalty among fast-food customers and its dependence on fast-food service quality, comprising service quality, food quality and store atmosphere. This study also examines the direct and mediating role of constructs such as satisfaction and trust in creating loyalty in fast-food restaurants (FFRs).

Design/methodology/approach

A sample of 456 fast-food customers was collected using a structured questionnaire. This paper uses partial least squares path modeling to test and validate the study’s research model and hypotheses.

Findings

The results suggest that fast-food service quality has a positive influence on satisfaction, trust and loyalty among fast-food customers. The findings also reveal a mediating effect of trust (partial mediation), increasing the effect of satisfaction on loyalty.

Practical implications

This study reinforces the importance of considering the attributes that influence customer loyalty. Specifically, food quality is considered key to increasing loyalty among FFR customers.

Originality/value

This study proposes an integrated model influenced by three factors that contribute to fast-food service quality (i.e. food quality, service quality, atmosphere) along with classical variables used in the marketing literature (i.e. satisfaction, trust) in the creation of FFR loyalty. This study also follows modern procedures in PLS-SEM by challenging conventional methods.

研究目的

本论文旨在验证快餐消费者的忠诚度及其与快餐质量之间的关系, 其中质量包括服务质量、食物质量、和饭店氛围。本论文还旨在检验满意度和信任度在快餐饭店(FFRs)的消费者忠诚中的直接和间接作用。

研究设计/方法/途径

本论文采用结构问卷采样形式, 456位快餐消费者为问卷样本。本论文采用偏最小二乘回归(PLS)的路径建模数据分析方法来分析和验证模型及假设。

研究结果

快餐服务质量对于快餐消费者的满意度、信任度、和忠诚度有着积极促进作用。此外, 本论文发现信任度对于增加满意度对忠诚度的影响有着中介调节作用(部分中介调节)。

研究实践意义

本论文重新提出了影响消费者忠诚度的各种因素。具体是, 食物质量是增加FFR消费者忠诚度的重中之重。

研究原创性/价值

本论文提出一体化模型包括三种快餐服务衡量因子(食物质量、服务质量、环境)以及营销文献中常用变量(满意度、信任度), 来检验FFR忠诚度。本论文还挑战传统研究方法, 采用PLS-SEM现代程序来进行分析研究。

关键词

质量、满意度、信任度、忠诚度、快餐饭店(FFRs)、PLS-SEM

Details

Journal of Hospitality and Tourism Technology, vol. 9 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

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Article
Publication date: 20 April 2010

Hong Qin, Victor R. Prybutok and Qilan Zhao

The objective of this study is to modify the SERVPERF scale by incorporating the additional dimension of recoverability, and to empirically test and refine the modified…

Abstract

Purpose

The objective of this study is to modify the SERVPERF scale by incorporating the additional dimension of recoverability, and to empirically test and refine the modified SERVPERF instrument using survey data from China. The study aims to assess the potential antecedents of customer satisfaction in the fast food industry in China. The antecedents include service quality, food quality, and perceived value. Finally, it seeks to examine the relationship between behavioral intentions and customer satisfaction in the fast food industry in mainland China.

Design/methodology/approach

A survey was used to evaluate customer perceptions of the service quality in fast‐food restaurants (FFRs). Exploratory factor analysis and confirmatory factor analysis were used to assess the reliability and validity of the modified Chinese FFR SERVPERF instrument. Structural equation modeling was employed to assess the hypothesized relationships.

Findings

Reliability, recoverability, tangibles, and responsiveness were all significant dimensions of perceived service quality. Food quality, perceived value and service quality all had a direct and positive relationship with satisfaction, which in turn influenced behavioral intentions.

Originality/value

Western‐style fast food franchises are increasingly crossing national boundaries and looking for growth among customers in China. China is becoming a major player in the global market because of its size and growth potential, particularly after its accession to the World Trade Organization. The transference of a western business model is not appropriate in the context of China without testing because of dietary and cultural differences. The study modified the SERVPERF instrument and empirically validated the instrument using data from China. The results contribute to the understanding of service quality in China's fast food industry and provide insight about service management and improvement opportunities in Chinese service operations.

Details

International Journal of Quality & Reliability Management, vol. 27 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 20 March 2009

Hong Qin and Victor R. Prybutok

This study aims to explore the potential dimensions of service quality, and examine the relationship among service quality, food quality, perceived value, customer…

Abstract

Purpose

This study aims to explore the potential dimensions of service quality, and examine the relationship among service quality, food quality, perceived value, customer satisfaction and behavioral intentions in fast‐food restaurants (FFRs).

Design/methodology/approach

The construct reliability and validity was assessed using exploratory factor analysis and confirmatory factor analysis. Structural equation modeling was employed to estimate the relationship among service quality, customer satisfaction, and behavioral intentions.

Findings

Results indicated that five dimensions were significant: tangibles, reliability/responsiveness, recovery, assurance, and empathy. Service quality and food quality were two main determinants of customer satisfaction. The insignificance of perceived value is potentially due to the homogeneous nature of the construct within the FFR group rather than the importance of the perceived value construct within food service.

Originality/value

The FFR success model, using the original five in the SERVPERF scale and another new dimension “recovery” to measure service quality, was empirically examined in the fast food industry. Several potential antecedents of satisfaction, including service quality, food quality and perceived value were also tested.

Details

International Journal of Quality and Service Sciences, vol. 1 no. 1
Type: Research Article
ISSN: 1756-669X

Keywords

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Article
Publication date: 8 July 2014

Kittipong Boonme, Bartlomiej Hanus, Victor R. Prybutok, Daniel A. Peak and Christopher Ryan

The purpose of this paper is to investigate the influence of visual information cues such as a heart icon vs the calories and fat content on the selection of healthy food…

Abstract

Purpose

The purpose of this paper is to investigate the influence of visual information cues such as a heart icon vs the calories and fat content on the selection of healthy food in fast-food restaurants (FFRs).

Design/methodology/approach

An online survey design providing a fast-food menu was implemented to collect responses from the participants. The survey respondents were recruited from a large South-western university in the USA. The research model was tested using logistic regression.

Findings

Data analysis shows that visual information plays a significant role in healthy food selection in FFRs. The authors findings show that the heart icons have a statistically significant effect on food choices, while calories and fat content information did not affect the participants’ selections vs no information.

Originality/value

Dietary choices and obesity are a serious social concern. This study provides support for the effect of a heart icon symbol on food choice in fast-food selection. The implication is that labelling FFR menus with symbols such as our heart icon will have a positive impact on healthy food selection vs the more usual inclusion of calorie and fat information.

Details

Nutrition & Food Science, vol. 44 no. 4
Type: Research Article
ISSN: 0034-6659

Keywords

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Article
Publication date: 4 January 2019

Jan Mei Soon

Appropriate hand hygiene technique is a simple and effective method to reduce cross contamination and transmission of foodborne pathogens. The purpose of this paper is to…

Abstract

Purpose

Appropriate hand hygiene technique is a simple and effective method to reduce cross contamination and transmission of foodborne pathogens. The purpose of this paper is to investigate the frequency of hand hygiene activities among food handlers and consumers in fast food restaurants (FFRs).

Design/methodology/approach

A total of 25 FFRs and cafes were visited between May and August 2017 in North West England. A hand hygiene observational tool was adapted and modified from previous studies. The observational tool was designed to record 30 sequential hand activities of consumers and employees. Each transaction consisted of an observed action (e.g. touch with bare hands), object (e.g. exposed ready-to-eat (RTE) foods) and observed hand hygiene practice (e.g. handwashing or cleaning with wipes or sanitisers). Adenosine triphosphate (ATP) swabs of hand-contact surfaces of restaurants’ restrooms were carried out.

Findings

Findings revealed that both food handlers and consumers have low-hand hygiene compliance rate in FFRs. Consumers were more likely to clean their hands with napkins after handling exposed RTE food. Food handlers were observed to change into new gloves without washing their hands before handling exposed RTE food. The mean results for all hand-contact surfaces in restrooms were higher than 30 Relative Light Units indicating unhygienic surfaces. Male restroom exit doors’ ATP levels were significantly higher than females.

Originality/value

This study revealed the lack of hand hygiene practices among food handlers and consumers at FFRs and cafes. Restroom hand-contact surfaces revealed high ATP level indicating unhygienic surfaces. This can potentially re-contaminate washed hands upon touching unhygienic surface (e.g. exit door panel/handle) when leaving the restroom.

Details

British Food Journal, vol. 121 no. 3
Type: Research Article
ISSN: 0007-070X

Keywords

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Article
Publication date: 1 January 1993

Per V. Jenster and Lars Jenster

The article on European Wine Industy provides an analysis of the wine industry with particular focus on Europe, although more global trends are indicated. The focus is on…

Abstract

The article on European Wine Industy provides an analysis of the wine industry with particular focus on Europe, although more global trends are indicated. The focus is on the business aspect of the wine industry and how various segments of the market are addressed by different sectors of activities. Readers of this article may want to think about how the industry is going to evolve over the next decade and how the major players are going to defend their position. It also highlights how the power in the industry has moved from the producers to the retailers and when the brandholders are key players.

Details

International Journal of Wine Marketing, vol. 5 no. 1
Type: Research Article
ISSN: 0954-7541

Keywords

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Article
Publication date: 1 July 1995

Ian Lyle

Considers the issues affecting retail and distribution in the newEurope. Analyses ways in which retailing will change in the nextcentury. Classifies the retail…

Abstract

Considers the issues affecting retail and distribution in the new Europe. Analyses ways in which retailing will change in the next century. Classifies the retail distribution chain into three stages: growth, maturity and regeneration. Describes the characteristics of each stage. Forecasts the developments that are likely to take place in the retail environment in the next decade, including growth in home shopping and narrowcasting.

Details

British Food Journal, vol. 97 no. 6
Type: Research Article
ISSN: 0007-070X

Keywords

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