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Article
Publication date: 7 March 2022

Tan Vo-Thanh, Mustafeed Zaman, Rajibul Hasan, Shahriar Akter and Thac Dang-Van

This study aims to examine the perceived value of service digitalization in fine-dining restaurants in France. No study exists on this topic, and its aim is to address this…

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Abstract

Purpose

This study aims to examine the perceived value of service digitalization in fine-dining restaurants in France. No study exists on this topic, and its aim is to address this research gap. To do so, a conceptual framework of the perceived benefits and costs of the service digitalization was developed. This study also provides actionable recommendations for fine-dining restaurant managers to create and manage an optimized fine-dining experience for their customers.

Design/methodology/approach

To obtain in-depth information, the authors opted for a qualitative research approach. The authors interviewed 24 fine-dining restaurant managers (listed in the Michelin Guide) and 29 customers of fine-dining restaurants using a video titled “The Restaurant of the Future.”

Findings

The findings underline the perceived benefits and costs of service digitalization for both restaurant managers and their customers. This study highlights that fine-dining restaurants are highly experience-centric compared to other types of restaurants and recommends which services should be digitalized and which should not be to create and manage experiences throughout the customer journey.

Practical implications

This research provides restaurants with actionable recommendations in terms of service digitalization to enhance customers’ fine-dining experiences.

Originality/value

This research fills a gap by proposing a conceptual framework to examine the digitalization of services in fine-dining restaurants.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 9
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…

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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: 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…

5534

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

Article
Publication date: 27 June 2019

Yen-Cheng Chen, Pei-ling Tsui, Ching-Sung Lee and Guan-lin Chen

This study used the colours of plates as atmospheric stimulus factors in the Mehrabian–Russell model of environmental influence, which served as the study’s basic background…

1331

Abstract

Purpose

This study used the colours of plates as atmospheric stimulus factors in the Mehrabian–Russell model of environmental influence, which served as the study’s basic background theory, to explore how plate colour affects consumer appetite preference and dining emotions in Chinese fine dining restaurants. The paper aims to discuss this issue.

Design/methodology/approach

The study used quantitative surveys and employed purposeful sampling and rolling snowball surveys of consumers in Chinese fine dining restaurants in Taipei; 581 effective surveys were collected from the test subjects. The research tools included a plate colour appetite preference scale and a dining emotion scale.

Findings

There were significant differences in age and gender in terms of appetite preference and plate colour. The plate colours with the highest appetite preference were gold, white and black. There were significant differences in plate colour appetite preference in terms of dining mood, with white and gold plates eliciting positive dining moods.

Originality/value

Most academic papers have focused on studying plates in Western dining, while very few studies have focused on the colour of Chinese dining plates. The greatest contribution and value of this study is its discovery of the colour combination of dining plates that can elicit appetite preferences and positive dining emotions among diners in Chinese fine dining restaurants. This information can be used to stimulate positive dining emotions among consumers and help restaurateurs improve the level of dining aesthetics.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 32 no. 1
Type: Research Article
ISSN: 1355-5855

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 February 2019

Ezgi Erkmen and Murat Hancer

The purpose of this study is to examine the role of other customers in explaining customers’ relation with a brand. A conceptual model, which incorporates other customers along…

5057

Abstract

Purpose

The purpose of this study is to examine the role of other customers in explaining customers’ relation with a brand. A conceptual model, which incorporates other customers along with atmospherics, food quality and service quality, is proposed to better understand how customers form their brand preference for fine dining restaurants.

Design/methodology/approach

A quantitative research methodology, using structural equation modeling, was adopted to understand the role of other customers along with other restaurant attributes. Data were collected from the customers of fine dining restaurants resulting in 324 usable surveys.

Findings

The findings supported the sequential link for: restaurant experience attributes – brand relationship and brand preference. While all restaurant attributes except other customers explain the satisfaction of customers, only service quality and other customers played a significant role in forming the brand image in the minds of restaurant guests. Overall, this study acknowledged the importance of both other customers and employees in fine dining restaurants’ branding.

Research limitations/implications

The results suggest that customers in servicescape have a significant role in creating a successful brand image for restaurants. Moreover, service quality is also key to achieve a unique image, thereby suggesting that employees could be a source of differentiation and competitive advantage by managing their brand related behaviors.

Originality/value

This research was one of the first to study the role of other customers in restaurant service experience along with other attributes to assess customers’ brand relation and brand preference for fine dining restaurants.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 31 March 2023

Demi Shenrui Deng, Soobin Seo and Robert J. Harrington

The purpose of this study is to unearth antecedents of regrettable dining experiences related to the information source, action and inaction perspectives, dining companion…

Abstract

Purpose

The purpose of this study is to unearth antecedents of regrettable dining experiences related to the information source, action and inaction perspectives, dining companion influence and interactions among information source, the focal customer’s valence and the dining companion’s valence on regret, leading to sequential behavioral outcomes.

Design/methodology/approach

Using a scenario-based experimental study, 344 qualified questionnaires were collected. Univariate ANOVA and multiple linear regression analyses were implemented.

Findings

The results of this study reveal that action regret is more intense than inaction regret during the choice-making phase; dining companion negative feedback intensifies focal customer’s regret. The significance of the information source on regret disappeared when only one party reported negative feedback; conversely, when two parties in the co-consumption experience revealed negative feedback, the relationship between information source of choice and regret was sustained.

Research limitations/implications

The nature of scenario-based design may lack realism. Thus, more field experiments are encouraged to test the propositions further. This research enhances our understanding of gastronomic experiences in a negative disconfirmation context, drawing upon action/inaction regret theory, attribution theory and the expectancy disconfirmation model.

Practical implications

From a triad relationship perspective, this study provides valuable input on who or what will be attributed to the issues when encountering a food and wine sensory failure. Additionally, insightful recommendations are supplied on avoiding the possibility of inducing the experience of regret and how practitioners can increase the potential for a memorable dining experience.

Originality/value

To the best of the authors’ knowledge, this is the first study that enriched the existing knowledge of regrettable dining experiences relating to information sources and social influence.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 May 2020

Tim Jones, Susan E. Myrden and Peter Dacin

The purpose of this study is to examine the consumer-side effects of “under new management” (UNM) signs. The authors integrate cue-utilization theory and relevance theory to guide…

Abstract

Purpose

The purpose of this study is to examine the consumer-side effects of “under new management” (UNM) signs. The authors integrate cue-utilization theory and relevance theory to guide hypotheses about the conditions under which these signs are and are not beneficial.

Design/methodology/approach

Two consumer-based experiments were used to examine the quality and reputation effects of restaurants signaling a management change on potential and existing customers.

Findings

The results suggest that positive and negative effects are possible. The direction of these effects is contingent upon consumers’ prior experience, type of service (i.e. search/experience) and the relevance of the signal.

Research limitations/implications

The study is limited to one industry (i.e. restaurants) and examines the effects of market signals on perceived quality and reputation. In addition, this research brought forth the notion of “signal relevance” and suggested that it may be explicitly tied to attributions. However, this assertion must examine multiple signals (relevant/irrelevant) and their contingent effects on consumer perceptions.

Practical implications

The findings advise businesses to use caution when using signals such as an “UNM” sign, as they appear to have different effects depending on the experience of the consumer with the service and the relevance of the signal.

Originality/value

This research contributes to the literature on cue utilization theory to understand the effects of marketplace cues on consumer perceptions. It contributes to marketing theory and practice by proposing a model of cue effects based on prior customer experience, type of service and cue relevance.

Details

Journal of Services Marketing, vol. 34 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 23 October 2018

Glyn Atwal, Douglas Bryson and Valériane Tavilla

The purpose of this paper is to identify the motives for posting or sharing food photos using social media, focussed within the context of fine dining (FD) restaurants.

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Abstract

Purpose

The purpose of this paper is to identify the motives for posting or sharing food photos using social media, focussed within the context of fine dining (FD) restaurants.

Design/methodology/approach

Ethnographic fieldwork was conducted in France by combining analysis of qualitative diary research and transcripts of focus group discussions.

Findings

The motivation to take food images can be broadly categorised according to experiential (hedonism, altruism and passion collecting) and symbolic (social status, uniqueness, self-esteem and self-presentation) benefits.

Research limitations/implications

This research is limited by its relatively small sample size and the inability to consider the direct influences of demographic variables and attitudes to FD and social media. Moreover, the cultural context of the study needs to be considered as the study took place in France.

Practical implications

User-generated images are increasingly an integral aspect of the holistic dining experience. Luxury restaurants need to leverage the opportunities of user-generated content. The FD experience needs to be visually captured and expressed. This can include both tangible and intangible attributes.

Originality/value

Although the literature has provided a comprehensive overview of social media behaviour, the efficacy of a gastronomic perspective is limited. To the authors’ knowledge, this is the first study to investigate consumer-generated postings of images of food within the luxury restaurant classification.

Details

British Food Journal, vol. 121 no. 2
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 30 June 2021

Semra Aktas-Polat and Serkan Polat

The purpose of this study is to discover the factors affecting customer delight, satisfaction and dissatisfaction in fine dining experiences (FDEs).

Abstract

Purpose

The purpose of this study is to discover the factors affecting customer delight, satisfaction and dissatisfaction in fine dining experiences (FDEs).

Design/methodology/approach

Online user generated 2,585 reviews on TripAdvisor for 46 five-star hotel restaurants operating in Istanbul were analyzed with the latent Dirichlet allocation (LDA) algorithm.

Findings

LDA created nine, eight and seven topics for delight, satisfaction and dissatisfaction, respectively. The most salient topics for customer delight, satisfaction and dissatisfaction in FDEs are staff (17.3%), view (19%), and food quality (23%), respectively.

Originality/value

This study is one of the few studies investigating customer delight and satisfaction together. The study shows that FDEs can be analyzed with text mining techniques. Moreover, the study contributes to the literature on customer delight by adding staff topic as an antecedent.

Details

British Food Journal, vol. 124 no. 1
Type: Research Article
ISSN: 0007-070X

Keywords

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