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The purpose of this paper is to examine differences of the perceived internal marketing practices (IMP), job satisfaction (JS), organizational commitment (OC) and turnover intention (TI) between full- and part-time employees and to incorporate employment status as a moderator in the restaurant employee turnover model.

The target population included current restaurant full- or part-time employees in the USA. The questionnaire was distributed to potential participants through an online survey that the company used to collect nationwide data.

Full-time employees’ perceptions of the IMP were comparably greater than those of part-time employees, and full-time employees were also more committed to the organization and had less intention to leave than their part-time counterparts. Significant moderating effects of employment status existed in the restaurant employee turnover model.

The current study may not adequately capture the differences between full- and part-time employees by asking respondents to identify their employment status.

IMP should be facilitated at the management level to provide insight and value to their employees, and more attention and effort in the internal marketing and human resource practices for part-time employees are needed to have more satisfied and committed employees, and, in turn, better performance.

The literature on full- and part-time employees was incomplete, and there was minimal research that tested differences between full- and part-time employees in the foodservice industry.

Food delivery robot service (FDRS) is a novel service using autonomous delivery robots that alters human delivery in mobile food ordering. Despite FDRS companies’ skyrocketing service expansions throughout the USA, there has been limited understanding of customer perceived value, customer satisfaction and loyalty which is imperative to promote repeat sales. Therefore, this study aims to examine customer perceived value of FDRS, identify antecedents of customer satisfaction with FDRS and investigate the additional impact of customer satisfaction and loyalty toward FDRS and the restaurant using FDRS.

As a sample population, this study targeted the US customers over 18 years old and have used FDRS within the past 12 months. With a total of 323 responses, descriptive statistics, confirmatory factor analysis and structural equation modeling were conducted for data analysis.

The findings of this study demonstrate the positive impacts of functional, price and emotional value on customer satisfaction. The current study also shows that customer satisfaction positively influences customer loyalty toward FDRS and the restaurant.

To the best of the authors’ knowledge, the current study is arguably the first to investigate customers’ post-purchase experience with FDRS, which enhances understanding of customer behavior toward the service. Moreover, with a multidimensional consumption value approach from the theory of consumption values, this study provides a single framework to explore the relations between customer perceived value, satisfaction and loyalty in the FDRS context.

食品配送机器人服务（FDRS）是一种使用自主配送机器人改变移动食品订购的新型服务。尽管FDRS公司在美国各地的服务扩张迅猛, 但对于顾客感知价值、顾客满意度和忠诚度的理解仍有限, 而这对于促进重复销售至关重要。因此, 本研究旨在考察顾客对FDRS的感知价值, 确定影响顾客对FDRS满意度的先决条件, 并调查顾客对FDRS及使用FDRS的餐厅的满意度和忠诚度的影响。

本研究以美国18岁以上并且在过去12个月内使用过FDRS的顾客为样本, 共收集到323份回答。采用描述性统计、确认性因素分析和结构方程模型进行数据分析。

本研究的结果显示功能性、价格和情感价值对顾客满意度有积极影响。当前研究还表明, 顾客满意度对FDRS及餐厅的忠诚度有积极影响。

本研究可以说是首次调查顾客对FDRS购买后的体验, 从而增进对顾客对该服务行为的理解。此外, 本研究采用了来自消费价值理论的多维消费价值方法, 为探索FDRS背景下顾客感知价值、满意度和忠诚度之间的关系提供了一个单一的框架。

The purpose of this study is to investigate the relationships between internal marketing practices, employee job satisfaction, organizational commitment and turnover intention in the foodservice industry.

The target population was employees who were currently working at a restaurant in the USA. All respondents were recruited from different states for the generalization of the study results. A confirmatory factor analysis validated the measurement model, and subsequently, structural equation modeling tested the proposed model.

Three internal marketing practices – vision, development and rewards – were good indicators for predicting employee job satisfaction, and two internal marketing practices – development and rewards – in addition to job satisfaction were significant predictors for employee organizational commitment. Finally, the findings indicated that job satisfaction and affective commitment had a significant impact on lowering employee turnover intention.

In further research, more internal marketing practices – such as employee motivation, customer orientation, sharing information, employee empowerment – can be added to the model to increase employee job satisfaction and organizational commitment.

Foodservice operators should focus on internal marketing practices to have satisfied employees who, in turn, are more likely to deliver high service quality to customers.

This study has not only extended the influential scope of the internal marketing theory to organizational commitment, but has also proposed the antecedents of organizational commitment (i.e. internal marketing practices and employee job satisfaction) and clarified the relationships among them.

The growth of the internet has transformed digital infrastructure in Thailand over the past two decades, with the widespread use of e-commerce, digital money and online services becoming a daily norm for all ages. The COVID-19 restrictions, which limited in-person business operations, boosted demand for takeout and delivery services and fueled the expected steady growth of the online food delivery market in Thailand. The pandemic also resulted in a shift towards online ordering and delivery, reflecting changes in customer behavior. This study focuses on exploring the factors that have driven Bangkokians to use online food delivery services after the COVID-19 restrictions were lifted in June 2022.

Data were collected from 398 participants who had ordered food delivery services after the announcement.

The findings showed that perceived usefulness, time saving benefit and price saving benefit have a significant impact on the intention of customers to use online food delivery services, while food safety risk perception had no effect.

Bangkokians favor online food delivery services due to convenience and time-saving, indicating high demand post-pandemic. Businesses should invest in improving their platforms to meet evolving consumer behavior.

The result of this study offers valuable insights into the attitudes and behaviors of Bangkokians towards online food delivery services and could be beneficial for businesses in the industry to improve their services, enhance customer satisfaction as well as increase their competitiveness.