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1 – 10 of over 2000
Article
Publication date: 13 February 2024

Cynthia Mejia and Katherine Wilson

The purpose of this study was to examine the global perceptions of social equity in the fine dining business model as a result of the surprise announcement for the 2024 planned…

Abstract

Purpose

The purpose of this study was to examine the global perceptions of social equity in the fine dining business model as a result of the surprise announcement for the 2024 planned closure of the Michelin three-star restaurant, Noma.

Design/methodology/approach

This study used critical discourse analysis to inductively analyze 91 source documents retrieved through a lexical database search. The analysis yielded five overarching themes and six subthemes.

Findings

Findings from this study serve as a benchmark in retrospect for capturing a rapidly accelerating global conversation from January to March 2023 around the long-term viability and social sustainability of the fine dining business model.

Research limitations/implications

Against the backdrop of labor challenges in the restaurant industry due to the Covid-19 pandemic and its aftermath, the announced closure of Noma precipitated criticism of the stage (unpaid intern) system and the intense pressures of attaining and maintaining Michelin star status.

Practical implications

Results from the discourse analysis suggest certification for fine dining restaurants, perhaps through the Michelin Guide, for demonstrating a commitment to social sustainability as a qualifier to achieve a Michelin star.

Social implications

Findings from this research reveal a palpable change in societal tolerance for a more socially sustainable fine dining restaurant business model that advances equitable solutions for its workers while assuring the economic sustainability of restaurants.

Originality/value

This study drew upon a foodscape lens to reveal a juxtaposition between well-executed environmentally sustainable initiatives in the fine dining business model and the threats to the social sustainability among its workers.

Details

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

Keywords

Article
Publication date: 15 January 2019

Sheng-Hshiung Tsaur and Chang-Hua Yen

Service excellence has been recognized as a crucial means of achieving customer delight. Several recent studies have argued that redundant services may be perceived as unnecessary…

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Abstract

Purpose

Service excellence has been recognized as a crucial means of achieving customer delight. Several recent studies have argued that redundant services may be perceived as unnecessary by customers; however, few studies have explored the construct of service redundancy. This study aims to identify and classify service redundancy in the foodservice industry.

Design/methodology/approach

This qualitative study conducted in-depth interviews with 72 participants, namely, 36 customers and 36 managers of fine dining restaurants in Taiwan. Content analysis of the data yielded the classification of service redundancy.

Findings

This study determined 16 categories of service redundancy categorized under three themes: service behavior, service regulations and environmental factors. Furthermore, six causes and four consequences of service redundancy were identified.

Research limitations/implications

Customers and managers of fine dining restaurants were interviewed; thus, the findings may not be fully generalizable to service redundancy in other restaurant types.

Originality/value

The contribution of this research is the construction of a model of service redundancy, which could serve as a theoretical foundation for further examination of service redundancy and the relationships between the related constructs.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 30 June 2022

Xiaodi Sun, Li Ge and Charles Marvil

This study aims to compare customers’ perceived importance of various post-COVID-19 recovery strategies (i.e. sanitary practices, discounts, menu modification and marketing…

Abstract

Purpose

This study aims to compare customers’ perceived importance of various post-COVID-19 recovery strategies (i.e. sanitary practices, discounts, menu modification and marketing strategies) adopted by independent full-service restaurants (casual dining versus upscale/fine dining) using the salience theory. It also assesses the associations between customers’ perceptions and their restaurant spending patterns.

Design/methodology/approach

An online survey was administered to assess 657 US adult participants’ restaurant spending behaviors at different stages of the COVID-19 pandemic using recall questions. Higher-spending versus lower-spending participants’ perceived importance of restaurant recovery strategies were compared in the casual dining versus upscale/fine dining contexts.

Findings

Amid the COVID-19 pandemic, sanitary practices were the most important factor in participants’ restaurant choices, and it was more important for independent casual dining restaurants than for upscale/fine dining restaurants. No significant difference was found in participants’ perceived importance of sanitary practices across different geographic regions. Higher-spending diners (HSD) perceived almost every restaurant recovery strategy as important. Lower-spending diners (LSD) only considered sanitary practices as important.

Practical implications

This study identified important strategies that restaurant operators and public health officials can adopt to help full-service restaurants recover from pandemic losses.

Originality/value

This study differs from previous consumer choice studies; in that it compared HSD with LSD regarding their perceived importance of various restaurant recovery strategies. This study also provides new insights for understanding the salience theory of choice under the impact of COVID-19.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 12 April 2013

Jooyeon Ha and SooCheong (Shawn) Jang

The purpose of this study is to identify consumer‐dining values for each restaurant segment (fast food restaurants, casual restaurants, and fine dining restaurants) using a…

7748

Abstract

Purpose

The purpose of this study is to identify consumer‐dining values for each restaurant segment (fast food restaurants, casual restaurants, and fine dining restaurants) using a means‐end approach and to suggest useful information for restaurant operators to develop differential marketing strategies for each segment.

Design/methodology/approach

This study applied a means‐end chain approach to identify underlying consumer values across three different restaurant segments. The participants responded to questions in a one‐on‐one interview procedure regarding attributes of restaurants, consequences, and values. Based on the responses, hierarchical value maps were developed to better understand consumer value patterns across the three restaurant segments.

Findings

The results suggested that attributes of fast food restaurants were largely associated with convenience, success, and economic values; attributes of casual dining restaurants were related to emotional and belonging values; and attributes provided by fine dining restaurants were linked to emotion and quality life values.

Practical implications

This research suggested what customers really want from the dining experience so that restaurant operators in each restaurant segment can develop effective marketing strategies, such as advertisements or promotions, which are distinguished from other competitive restaurants.

Originality/value

By using a means‐end chain approach, this study showed a holistic picture of the consumer dining values customers desire when they visit each restaurant segment, which is a unique contribution of this study.

Details

International Journal of Contemporary Hospitality Management, vol. 25 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 13 February 2019

Yang Xu and EunHa Jeong

This study identifies an effective communication strategy for promoting restaurants’ green efforts to customers by using different types of green advertisement messages. This…

3581

Abstract

Purpose

This study identifies an effective communication strategy for promoting restaurants’ green efforts to customers by using different types of green advertisement messages. This study aims to investigate the relative persuasiveness of attribute-based versus benefit-based appeal messages in green restaurant advertisements and their matching effect with different types of green practices in the restaurant (environment-focused green practices vs food-focused green practices) and with different types of restaurants (fine dining vs fast casual dining) on customers’ attitude and visiting intention toward green restaurants. Furthermore, the study examines a moderating effect of restaurant types to assess whether the matching effects between types of messages and types of green practices work differently within the different types of restaurants.

Design/methodology/approach

A 2 (attribute-based vs benefit-based messages) × 2 (food-focused vs environment-focused green practices) × 2 (fast casual vs fine dining restaurants) between-subject experimental design was used to test the proposed hypotheses. An online scenario-based survey was developed and distributed to online panel members in the USA. Ultimately, 363 responses were used for data analyses. ANOVA and t-test were conducted to analyze the data.

Findings

The results indicate that benefit-based messages are generally more persuasive than attribute-based messages in green restaurant advertisements. For restaurants with food-focused green practices, an advertising message emphasizing the benefit of food-focused green practices (benefit-based message) would be more effective than an advertising message describing their tangible efforts to show the greenness of the restaurant (attribute-based message). For fine dining restaurants, a green advertisement with benefit-based information would be more persuasive than attribute-based information. This study further showed that the aforementioned interaction effect between types of green practices and types of messages was salient for fine dining restaurants.

Originality/value

This research is one of the few studies in restaurant management to examine the green communication effectiveness in terms of the types of green practices and the types of advertising message framing. By comparing the relative persuasiveness of green advertisements on consumers’ attitudes and behavior intentions, this study provides suggestions for restaurant professionals to make effective green communication strategies based on the type of green practices the restaurant primarily uses and the type of restaurant the manager is operating.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 5 March 2018

Mariam Shahzadi, Shahab Alam Malik, Mansoor Ahmad and Asma Shabbir

The purpose of this paper is to explore the relationship between restaurant key attributes, customer satisfaction and behavioral intentions. The mediating role of customer…

4478

Abstract

Purpose

The purpose of this paper is to explore the relationship between restaurant key attributes, customer satisfaction and behavioral intentions. The mediating role of customer satisfaction is assessed between restaurants’ key attributes of service quality and behavioral intentions.

Design/methodology/approach

Data were collected from a sample of 296 customers dining in the fine dining restaurants of Pakistan through a self-administered questionnaire. The data were then analyzed through regression analysis and gap analysis. Model fitness was checked in SPSS AMOS through CFA.

Findings

The findings suggest that the key restaurant attributes have a significant positive effect on behavioral intentions. Customer satisfaction partially mediates the relationship between key restaurant attributes and behavioral intentions. The findings also suggest that there is a significant gap between the perceptions of customers regarding the importance and performance of key restaurant attributes.

Practical implications

The result indicates that food taste and environmental cleanliness are the cornerstones of fine dining restaurants’ success in Pakistan and are among the strongest predictor of customer satisfaction and behavioral intentions; while improvement efforts should be made in four key areas, i.e., healthy food option, food freshness, food safety and fair price.

Originality/value

No comparative study has been directed in fine dining restaurants of Pakistan with respect to the key restaurants attributes, i.e., food quality attributes, service quality attributes, atmospheric quality attributes, and other attributes which have been analyzed in the current study. This research was conducted to investigate the perceptions of customers toward the fine dining restaurants of Pakistan to measure the key restaurants’ attributes that influence customers’ satisfaction and their post-dining behavioral intentions. This study will facilitate restaurants’ managers to understand the stronger and as well as the weaker aspects of service quality and permit them to investigate the factors which contribute toward customers’ satisfaction and their post-dining behavioral intentions in order to build and maintain long-term relationship between restaurants and customers.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 3
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 16 April 2019

Jason Tang, Toni Repetti and Carola Raab

Restaurants typically have small profit margins and with the pressure of increasing food and labor costs, management is looking to revenue as a way to maintain and drive profits…

1666

Abstract

Purpose

Restaurants typically have small profit margins and with the pressure of increasing food and labor costs, management is looking to revenue as a way to maintain and drive profits. One technique to increase revenue is through revenue management practices, but management needs to be aware of their customers’ reactions to these practices prior to implementation. The paper aims to discuss this issue.

Design/methodology/approach

This study utilizes linear regression to determine the impact of select restaurant revenue management practices, customers’ familiarity with revenue management in general and in restaurants specifically, and customers’ demographics on perceived fairness of revenue management practices in casual and fine-dining restaurants.

Findings

Results indicate that customers find certain restaurant revenue management practices, such as charging premium prices on certain days of the week, fair in both casual and fine-dining restaurants, while others are not in either. Non-refundable reservation fees were found to be fair for fine-dining establishments only. Increased familiarity with restaurant revenue management was associated with higher perceptions of fairness for both casual and fine dining. Age was the only demographic studied that affected perceived fairness.

Originality/value

This study is the only known study to simultaneously evaluate the impact of price and duration restaurant revenue management techniques in combination with customer demographics and revenue management familiarity on consumer perceptions of fairness.

Details

Journal of Hospitality and Tourism Insights, vol. 2 no. 1
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 12 September 2020

Yang Xu, EunHa Jeong, Ahmed E. Baiomy and Xiaolong Shao

This study aims to investigate consumers’ intention to use onsite restaurant interactive self-service technology (ORISST) using a modified value attitude-behavior model. To extend…

2572

Abstract

Purpose

This study aims to investigate consumers’ intention to use onsite restaurant interactive self-service technology (ORISST) using a modified value attitude-behavior model. To extend the understanding of how consumers’ dining value focus could influence their intention to use ORISST, this study examines the conditional indirect effects of restaurant type (quick-service vs fine-dining) within the proposed model.

Design/methodology/approach

An online survey was developed and distributed to randomly selected respondents in the USA. A total of 588 (quick-service: 295; fine-dining: 293) responses were used for the data analysis. Structural equation modeling with a robust maximum likelihood method was used to examine the proposed model. To investigate the moderated effects of restaurant type, a latent moderated mediation model was used.

Findings

The results showed that consumers’ value perceptions toward technology use in restaurants influenced their intention to use ORISST via both hedonic and utilitarian expectations. Latent moderated mediation analyzes revealed that the mediation effect of hedonic expectation between perceived value and the intention was stronger in fine-dining than in quick-service restaurants.

Originality/value

This study extends the understanding of consumer intentions to use interactive self-service technology in restaurants by building on a model that is customer-oriented instead of tech-specific. Furthermore, the conditional effects of restaurant type are investigated using the latent moderated structural equation method. The findings of this study provide guidelines for managers of quick-service and fine-dining restaurants to better incorporate ORISST in their restaurants, to boost customer experiences and to increase operational efficiency.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 10
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 19 March 2018

EunHa Jeong and SooCheong (Shawn) Jang

This study aims to examine the effects of self-image congruities (i.e. the match between the image of a product or brand and a customer’s image of themselves) as an affective…

1795

Abstract

Purpose

This study aims to examine the effects of self-image congruities (i.e. the match between the image of a product or brand and a customer’s image of themselves) as an affective psychological process in the context of a restaurant setting. The study proposed that a customer’s perception of congruity between his or her self-image and a restaurant could be a salient antecedent for eliciting positive affects toward restaurants, which may influences customers’ evaluations of the functional attributes of a restaurant. The relative effects of actual versus ideal self-image congruity on positive affects, along with the moderating effect of the type of restaurant, were also investigated.

Design/methodology/approach

An online survey was developed and distributed to randomly selected respondents in the USA and a total of 376 responses were used for the data analyses. Structural equation modeling (SEM) was used to examine the relationships among five constructs: actual self-image congruity, ideal self-image congruity, positive affect, evaluation of the restaurant experience and revisiting intentions. To investigate the moderating effect of the restaurant type – more specifically, to examine differences in relative importance of actual versus ideal self-image congruity based on the type of restaurant (casual dining versus fine dining) – multiple group analyses were executed.

Findings

The results showed that both actual and ideal self-image congruity significantly influence positive affect, which has a significant influence on customers’ evaluations of the functional attributes of a restaurant. Actual self-image congruity effect on positive affect was significant in casual dining restaurants, but it was not significant in fine-dining restaurants. Ideal self-image congruity effect on positive affect was significant in both casual and fine-dining restaurant.

Practical implications

This study provides practical implications for developing an effective marketing communication in terms of promoting different segments of restaurant (casual dining vs fine-dining) based upon the customers’ perception of self-image congruity.

Originality/value

This paper includes a theoretical model that explains whether self-image congruity is a salient antecedent influencing restaurant customers’ positive feelings toward a restaurant brand. It also examined the relative effects of actual versus ideal self-image congruities in different restaurant settings.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 27 July 2012

Raj Arora

This paper aims to use a mixed method approach to understand the role of emotions and sensual delight in influencing satisfaction and intention. The setting for the study is…

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Abstract

Purpose

This paper aims to use a mixed method approach to understand the role of emotions and sensual delight in influencing satisfaction and intention. The setting for the study is restaurants. Three types of restaurants form the basis of investigation: fine dining, family dining and fast food restaurants. Using three categories of restaurants affords the opportunity to understand the differential impact of sensual delight and emotions in these settings. Furthermore the mixed method approach helps to validate the quantitative findings and also to offer additional insight in consumption emotions.

Design/methodology/approach

The study is based on a concurrent, two‐studies design where quantitative and qualitative data are both collected (concurrently or sequentially) and analyzed separately. Four independent investigations are reported in this paper. The first three investigations (fine dining, family dining and fast food dining) are based on quantitative modeling using LISREL. The last investigation provides a richer narrative using phenomenological approach.

Findings

The quantitative findings show a strong influence of sensual delight and emotions in affecting satisfaction and intentions. The qualitative findings show how managers may enhance the dining experience and customer satisfaction.

Research limitations/implications

Caution is advised in extrapolating the results beyond the issues investigated in the study.

Practical implications

The findings provide a framework for managers in creating a delightful dining experience.

Originality/value

There are several important contributions from this study. First the role of emotions in various dining aspects is new in this study. It has not been investigated in dining situations. Next, while the role of sensual delight in hedonic situations is understandable, it has not been systematically investigated using causal models. Third, this study uses a mixed method approach. The quantitative study is followed by a qualitative study to add further insights that will help understand drivers of satisfaction or dissatisfaction. Thus it is a very comprehensive study on sensual delight in the restaurant industry.

Details

Journal of Consumer Marketing, vol. 29 no. 5
Type: Research Article
ISSN: 0736-3761

Keywords

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