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The purpose of this study is to propose an integrated model that examines the impact of three elements of foodservice quality dimensions (physical environment, food, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions.

Data were collected from customers at an authentic upscale Chinese restaurant located in a Southeastern state in the USA via a self‐administered questionnaire. Anderson and Gerbing's two‐step approach was used to assess the measurement and structural models.

Structural equation modeling shows that the quality of the physical environment, food, and service were significant determinants of restaurant image. Also, the quality of the physical environment and food were significant predictors of customer perceived value. The restaurant image was also found to be a significant antecedent of customer perceived value. In addition, the results reinforced that customer perceived value is indeed a significant determinant of customer satisfaction, and customer satisfaction is a significant predictor of behavioral intentions.

The proposed model and study findings will greatly help researchers and practitioners understand the complex relationships among foodservice quality (physical environment, food, and service), restaurant image, customer perceived value, customer satisfaction, and behavioral intentions in the restaurant industry.

This study is the first to develop an integrated model that explicitly accounts for the influence of three restaurant service quality factors on restaurant image and customer perceived value. Using structural equation modeling, this study empirically confirms that the model with the causality from quality, in particular three dimensions of foodservice quality in this study, to restaurant image is superior to the one with causality from image to quality in the context of restaurant.

The purpose of this paper is to identify the dimensions of experiential quality and examining the interrelationships among experiential quality, experiential satisfaction, perceived value, experiential trust and experiential loyalty using a multi-dimensional and hierarchical model as a framework perceived by coffee chain customers.

The data used in this study were based on a sample of 428 customers at Starbucks in Taipei City of Taiwan. Data were analyzed using exploratory factor analysis and confirmatory factor analysis.

The findings reveal that there are four primary dimensions and 13 sub-dimensions of experiential quality in a coffee chain. In addition, the results indicate that affective quality is identified as the most primary dimension of experiential quality perceived by coffee chain customers. Experiential quality significantly influences perceived value and experiential trust, respectively. Also, experiential satisfaction is influenced by perceived value, experiential quality and experiential trust. Furthermore, experiential satisfaction and experiential trust are determinants of experiential loyalty.

This is the first study identifying experiential quality, experiential satisfaction, perceived value, experiential trust and experiential loyalty in the context of coffee chains.

This study examines qualitative and quantitative differences between service expectations and perceived performance in the foodservice industry, using the profile accumulation technique. Parallel series of data were obtained for service performance perceptions from actual customers at two pizza restaurants. The three sets of data were compared qualitatively and quantitatively. Results showed that customers structured their perceptions of the service into a common set of elements (termed aspects) and attached quality attributes to each of these elements. The three data series exhibited very similar dimensionalities in terms of both aspects and attributes of the service. Attributes were identified as satisfiers or dissatisfiers. In order to gain insight about their structure they were separately recoded using four different authors’ lists of quality dimensions. The significance of their quantitative differences for positive and negative disconfirmation was also examined. Aspects and attributes were used to calculate matrices of quality metrics referring to both the “aspects” dimensions provided by respondents and the dimension lists of the four authors. The work demonstrates that it is possible to obtain and analyse customers’ expectations and perceptions without making pre‐assumptions about them, and will therefore be of interest to managers and marketers of restaurants and other services.

The purpose of this paper is two‐fold: to enhance the tangible quality construct by considering cleanliness as a customer service quality dimension; and to assess customers' opinions on cleanliness by gender and education.

The population under study is the general adult population of a Southwestern US city. The subjects voluntarily participate through a link to an anonymous online survey provided on a university's daily electronic news medium. Reliability and factor analyses are used to determine if the 32 criteria will in fact become an effective analysis measurement scale for cleanliness and multivariate analysis is used for the segmentation.

The results indicate that customers have made decisions to select, stay or return to an establishment based upon cleanliness. The results are meaningful because they suggest a scale that is reliable and valid and can be used to measure customer perceptions of cleanliness in a service organization. The results also confirm that education and gender are significant factors in assessing perceptions of cleanliness.

The sampling method is a limitation to this study, as the sample represents a limited cross‐section of the US population.

The results of this paper provide service establishments that consider loyalty and repeat business key to their financial success, indicators that cleanliness is a critical component of the overall physical environment and influence customers' assessment of the service experience.

This paper examines the dimension of cleanliness in detail through the creation of a measurement scale and considers customers' perceptions and willingness to return.

This paper aims to test the relationships among the experiential quality dimensions, the green relationship quality dimensions, environmental friendliness, green support, green desire and green experiential loyalty in a green bed & breakfast (B&B) context.

The data used in this study are based on a sample of 517 customers staying at one green B&B in Yilan County of Taiwan. The predicted relationship is tested using structural equation modeling.

The empirical findings reveal the following: five dimensions (peer-to-peer quality, physical environment quality, outcome quality, venue quality and administration quality) constitute a multidimensional model to conceptualize and measure perceived experiential quality that can achieve green experiential satisfaction in addition to environmental friendliness; environmental friendliness has a direct influence on green trust and green experiential satisfaction, which has a positive significant influence on green support and green desire; and green trust, green experiential satisfaction and green support contribute to green experiential loyalty.

To increase the perceptions of experiential quality dimensions, green relationship quality dimensions, environmental friendliness, green support, green desire and green experiential loyalty, the findings of this study will help green B&B management develop and implement market-orientated service strategies.

This paper provides data that result in a better understanding of the relationships among experiential quality dimensions, green relationship quality dimensions, environmental friendliness, green support, green desire and green experiential loyalty in a green B&B setting.

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.

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).

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.

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.

The purpose of this paper is to examine the relationships among satisfaction with food-related life (SWFL), perceived foodservice quality, and quality of life for older adults.

A survey done using face-to-face interviews of older adults residing in long-term care facilities. A total of 238 older adults participated in this study.

The results showed that perceived foodservice quality had a strong association with SWFL; SWFL had a significant positive association with quality of life; perceived foodservice quality positively related to quality of life. Increased SWFL would improve quality of older adults.

This study has limitations related to convenience sample. Different sampling could help with generalization of results.

Foodservice managers in long-term care facilitates should try to maximize food and service qualities for residents because improving food and service quality improves their quality of life. For example, offering a variety of menus to allow older adults to enjoy food and improve their SWFL.

This study emphasized that food was important to older adults and helped determine quality of life for them. SWFL was rarely empirically examined in the previous research.

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.

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.

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.

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.

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.

This study aims to examine student’s foodservice experience and its effect on satisfaction, dining frequency and expenditures.

A total of 674 samples collected at a large Malaysian private university were used for data analysis. Structural equation modelling based on partial least squares method was conducted.

Results confirm that student foodservice experience significantly influences satisfaction, dining frequency and dining expenditure. Furthermore, four first-order constructs (product component, service component, price component and healthy component) are also validated on the designated second-order construct (customer foodservice experience).

These findings indicate that on-campus foodservice operators should focus on student experience and satisfaction to increase visits and expenditures.

This study would enable on-campus foodservice operators to have a better understanding of various dimensions of foodservice experience which will lead to students’ satisfaction and encourage the development of their visits and expenditure.