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Article
Publication date: 13 September 2011

Tony Worsley, Wei Wang and Wendy Hunter

The purpose of this paper is to identify food and health services desired by baby boomers and to examine their likely antecedents.

1846

Abstract

Purpose

The purpose of this paper is to identify food and health services desired by baby boomers and to examine their likely antecedents.

Design/methodology/approach

A random sample of baby boomers in Victoria, Australia (n=1,108) completed a postal survey and rated the desirability of 13 post retirement food and health services.

Findings

The strongest demand was expressed for low cost fruit and vegetables, 24‐hour GP services, environmentally friendly foods, and friendly places to meet friends and exercise, among others. Generally, psychographic variables were key predictors of demand for social (health) services, food services, and vitamin pills and herbal remedies. Demand for food services was associated with universalism values.

Research limitations/implications

The cross‐sectional design prevents causal attributions; however, the findings suggest that baby boomers' demand for services falls into three groups, which are related to their psychographic characteristics.

Originality/value

Consideration of these desired services may facilitate the planning of future health and food services for this broad age group.

Details

Nutrition & Food Science, vol. 41 no. 5
Type: Research Article
ISSN: 0034-6659

Keywords

Article
Publication date: 1 February 2004

Markus Orava and Patricia Wiklund

The growing interest in food safety has led to food‐testing services becoming an issue of increasing importance. The demand for outsourced food‐testing services is…

Abstract

The growing interest in food safety has led to food‐testing services becoming an issue of increasing importance. The demand for outsourced food‐testing services is growing. One of the results of these developments has been the internationalisation of such firms. This paper analyses the internationalisation of food‐testing services in the light of developments in the Nordic food‐testing market. The focus is on the external elements. These include development of the market to allow food‐testing firms to overcome problems and exploit opportunities arising from the fundamental changes in the nature of the market. The adopted internationalisation strategies of the Nordic food‐testing companies are studied. The key driver for internationalisation of firms is growth. Successful firms also need to maintain high levels of quality, speed of delivery, and competitive pricing.

Details

British Food Journal, vol. 106 no. 2
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 20 July 2010

Rosita Jamaluddin, Nurul Aqmaliza Abd Manan, Aina Mardiah Basri and Muhd Shahrim Ab Karim

The purpose of this paper is to determine patients' satisfaction with the bulk trolley food service system and the effect of the system on energy and protein intakes.

1479

Abstract

Purpose

The purpose of this paper is to determine patients' satisfaction with the bulk trolley food service system and the effect of the system on energy and protein intakes.

Design/methodology/approach

An interview‐based questionnaire was used to measure patients' satisfaction (n=70) with the hospital food services. Dietary intake of hospital food was determined through one‐day weighed food intake survey and a food record for non‐hospital food.

Findings

The majority of the patients (98.6 per cent) were satisfied and 1.4 per cent was very satisfied with the food service. Energy (kcal) and protein (g) intakes from hospital food were higher than that of outside food (p<0.05). However, most patients did not obtain their full energy and protein requirements from the hospital food provided. Four food service dimensions were found to be significantly correlated with patients' overall satisfaction (p<0.05).

Research limitations/implications

The questionnaire was adapted from the study by Capra et al. and modified to suit the local food service system, thus the application may be context‐specific. The instrument did not measure factors that influence hospital food consumption, nor did it differentiate between the acceptability of different kinds of food. Also a comparison of patients' acceptance between the plated and bulk trolley system was not conducted in this study.

Practical implications

The results of the study can be used as a basis for decision making and for future planning of the food service system. The findings prompt analytical comparison, between the bulk trolley, and plated systems, in determining patients' preference, and to increase food intake.

Originality/value

Patient satisfaction surveys are regularly conducted in the country but none had ever studied the effectiveness of the bulk trolley system in relation to patients' satisfaction. The findings are noteworthy and, compared with the past literature review, the difference in the way the system is carried out in the country may be the contributing factor regarding patients' satisfaction system.

Details

Leadership in Health Services, vol. 23 no. 3
Type: Research Article
ISSN: 1751-1879

Keywords

Article
Publication date: 23 June 2021

Karen Byrd, Alei Fan, EunSol Her, Yiran Liu, Barbara Almanza and Stephen Leitch

Off-premise restaurant service has a new addition – food delivery robots. This new technology and off-premise service, in general, has received little research attention…

1225

Abstract

Purpose

Off-premise restaurant service has a new addition – food delivery robots. This new technology and off-premise service, in general, has received little research attention, despite continued year-over-year sales growth for both carry-out and delivery. Therefore, this study aims to analyze off-premise service modes, including food delivery robots, for service quality gaps between consumer expectations and actual performance and among the various modes.

Design/methodology/approach

Performance of three off-premise restaurant service modes (robot-delivery, human-delivery and carry-out) were evaluated using a mixed-methods approach. Consumer expectations were ascertained about food- and service-related performance factors using a survey, and a field observation study was conducted to obtain actual performance data for these factors. Findings from both approaches were compared to identify gaps and differences.

Findings

For food-related performance, consumers reported lower expectations for food safety and food quality from robot- and human-delivered food; however, no differences were observed among the three modes in the field study. Consumers also expected lower service-related performance from robot-delivery for service efficiency and ease of use (than human-delivery and carry-out) and monetary value (than carry-out). Consumers deemed robots the most sustainable and human-delivery the most convenient compared to other modes – however, not all service-related expectations aligned with actual performances.

Originality/value

This study was the first to comparatively examine off-premise restaurant service. Identification of a missing link in service gap analysis was among the theoretical contributions of this study. Managerially, this study provides previously unavailable insights into opportunities for improvement for off-premise service and use of delivery robots.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 11
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 10 April 2017

Robin DiPietro

The purpose of this paper is to present a review of the foodservice and restaurant literature that has been published over the past 10 years in the top hospitality and…

6206

Abstract

Purpose

The purpose of this paper is to present a review of the foodservice and restaurant literature that has been published over the past 10 years in the top hospitality and tourism journals. This information will be used to identify the key trends and topics studied over the past decade, and help to identify the gaps that appear in the research to identify opportunities for advancing future research in the area of foodservice and restaurant management.

Design/methodology/approach

This paper takes the form of a critical review of the extant literature that has been done in the foodservice and restaurant industries. Literature from the past 10 years will be qualitatively assessed to determine trends and gaps in the research to help guide the direction for future research.

Findings

The findings show that the past 10 years have seen an increase in the number of and the quality of foodservice and restaurant management research articles. The topics have been diverse and the findings have explored the changing and evolving segments of the foodservice industry, restaurant operations, service quality in foodservice, restaurant finance, foodservice marketing, food safety and healthfulness and the increased role of technology in the industry.

Research limitations/implications

Given the number of research papers done over the past 10 years in the area of foodservice, it is possible that some research has been missed and that some specific topics within the breadth and depth of the foodservice industry could have lacked sufficient coverage in this one paper. The implications from this paper are that it can be used to inform academics and practitioners where there is room for more research, it could provide ideas for more in-depth discussion of a specific topic and it is a detailed start into assessing the research done of late.

Originality/value

This paper helps foodservice researchers in determining where past research has gone and gives future direction for meaningful research to be done in the foodservice area moving forward to inform academicians and practitioners in the industry.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 3 June 2019

Trude Furunes and Muchazondida Mkono

Informed by the role and script theory, this paper aims to explore workforce and customer experiences related to service delivery under the sharing economy. The study is…

3805

Abstract

Purpose

Informed by the role and script theory, this paper aims to explore workforce and customer experiences related to service delivery under the sharing economy. The study is expedient as the sharing economy spreads its disruptive innovation across the hospitality industry.

Design/methodology/approach

This paper applies a qualitative approach, sourcing online data from virtual platforms.

Findings

The results indicate both positive and negative experiences for customers and the workforce, and the paper highlights the challenges of fragmented service delivery as a result of service delivery mediated through mobile applications.

Practical implications

Food delivery mediated through mobile applications is likely to expand as more households are lured by its convenience. This change has implications for both restaurants and the workforce.

Originality/value

Although a growing number of studies analyse the impact of the sharing economy on the hospitality industry, much of the focus has been on accommodation, and the impact and implications for the food-service segment has not been thoroughly investigated yet.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 17 November 2014

Jian Pei Kong and Sameeha Mohd Jamil

The aim of this study was to determine the levels of satisfaction (food quality, service quality, ambience, price and portion) among postgraduate Health Sciences students…

2064

Abstract

Purpose

The aim of this study was to determine the levels of satisfaction (food quality, service quality, ambience, price and portion) among postgraduate Health Sciences students on the cafeteria facilities in Universiti Kebangsaan Malaysia (UKM), Kuala Lumpur Campus. In Malaysia, the total number of postgraduate in higher institution increase from 75,199 in 2007 to 85,236 in 2010, an increment of 12 per cent. The increasing numbers of higher education postgraduates on university campuses has unquestionably raised the expansion of demand for food service availability and quality on campus.

Design/methodology/approach

A self-reported questionnaire was to 86 subjects at Faculty of Health Sciences, UKM, from September to November in 2012.

Findings

The findings showed that ambience and service attributes turned out to be the most dissatisfied attributes. Malay and non-Malay post-graduate Health Science students showed no significant difference on the satisfaction toward the four attributes. Respondents believed that increasing menu variation and introducing franchise outlet were the two supplementary factors that may increase satisfaction level.

Research limitations/implications

The major drawback of this study is the inability to generalize findings to the students’ satisfaction toward UKM KL food service because data of the current study were only assessing postgraduate students.

Originality/value

The points developed from this study clearly indicate the level of satisfaction among postgraduate Health Science student against food service system in one of the famous research university in Malaysia, UKM.

Details

International Journal of Quality and Service Sciences, vol. 6 no. 4
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 18 May 2012

Jooyeon Ha and SooCheong (Shawn) Jang

This study aims to identify how the perception of atmospherics in an ethnic restaurant setting influences customers' perceptions of service quality and food quality, as…

8245

Abstract

Purpose

This study aims to identify how the perception of atmospherics in an ethnic restaurant setting influences customers' perceptions of service quality and food quality, as well as the extent to which perceptions of quality mediate the relationship between perception of atmospherics and customer behavioral intentions.

Design/methodology/approach

This study conducted structural equation modeling (SEM) to test the mediating effects of quality perception, and also performed multiple regression analyses to identify the influences of specific environmental factors on quality perception and behavioral intentions.

Findings

Perceived quality regarding services and foods had a partially mediating effect. Further, the indirect effect of perceived atmospherics on behavioral intentions through perceived quality was greater than the direct effect.

Research limitations/implications

This study emphasized the important role of atmospherics on quality perception to induce favorable behavioral intentions, suggesting that atmospherics could enhance or attenuate customers' perceived quality.

Practical implications

The environment may encourage customers to perceive service and food quality correctly, or even more positively, regardless of the actual quality level. In this respect, restaurateurs should increase their efforts to provide a better environment, which will encourage customers to evaluate the quality of services or foods more highly.

Originality/value

This study extended the existing literature by postulating the direct impact of perceived atmospherics on customers' behaviors by proposing that quality perceptions act as a link between atmospherics and behavioral intentions.

Details

Journal of Services Marketing, vol. 26 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 15 January 2020

Alberto Michele Felicetti, Antonio Palmiro Volpentesta and Salvatore Ammirato

The provision of information about food to consumers is well recognized to be problematic and complex. Novel approaches tend to adopt app-based services as a way for…

Abstract

Purpose

The provision of information about food to consumers is well recognized to be problematic and complex. Novel approaches tend to adopt app-based services as a way for consumers to get better food information. Potentially, these services could provide relevant information to consumers because they could address particular needs by leveraging on context-awareness, ubiquity and pervasiveness. Do current app-based services actualize these potentialities? The purpose of this paper is twofold: to propose a methodological approach that can be easily adapted to conduct reviews of app-based services and provide consumers with information about food and to answer this question on a specified food information domain (namely, olive oil).

Design/methodology/approach

A literature review was performed to investigate characteristics of food information services under a consumer’s value perspective. Then, a qualitative framework was built, which allowed a multidimensional analysis of the food information provided by a service through a mobile app. Moreover, an application of that framework on “olive oil” mobile apps was carried out, with the twofold objective of providing an example of application of the proposed framework in a real context and analyzing the role of mobile apps in reducing consumers’ information and knowledge gap in this particular domain. The review covers commercial applications on “olive oil,” available on the Apple App Store and Google Play Store.

Findings

A framework of multidimensional analysis of the two-way information flow in the interaction between a consumer/user and a food app-based service is proposed. The framework represents a useful tool to analyze the offer of mobile-based services in a given sector. The framework is then applied to perform a situation analysis of app-based services in the olive oil market. The analysis highlights that olive oil information providers do not seem to fully exploit recent advances in “Internet of food” technologies. Hence, results from our survey suggest some direction to conceive and develop innovative mobile olive oil apps that better exploit mobiquitous technology features.

Practical implications

Consumers perceive a growing need of information about food. This need is mainly due to recent cases of adulterations, allegations of fraud and subterfuges that have invested food sector (in particular, olive oil sector). This research provides a useful framework to analyze some aspects of management of food information provision through mobile apps. Such a framework represents a practical tool that provides fruitful insights for the design of a new generation of food-app based services within the so-called “internet of food” domain.

Originality/value

Although there are countless mobile apps aimed to assist consumers with their everyday food practices, little research has been devoted to investigate the impact of mobiquitous technologies on the management of food information provision to consumers. The available research lacks in defining an approach capable to analyze the relevance of information provided to targeted audiences by mobile food apps. This paper tries to fill this knowledge gap by proposing a framework that is based on a characterization of food information flows in terms of categorization, source and service features.

Details

VINE Journal of Information and Knowledge Management Systems, vol. 50 no. 3
Type: Research Article
ISSN: 2059-5891

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…

3248

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

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