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In terms of service hospitality, recent discussions of value-in-use from the perspective of service-dominant logic have focused on the customer’s determination of value and control of the value creation process. The purpose of this paper is to extend these discussions by exploring the value creation process in the Western-style restaurant in Taiwan, which is developed value-in-eat creation for restaurants. In Taiwan, Western-style restaurants are as popular as Chinese restaurants because of globalization and cultural integration. However, to local restaurateurs and managers, managing a Western-style restaurant in terms of localization and hospitality on value-in-eat creation presents both academic and practical issues. Thus, this paper aims to investigate Western-style restaurant hospitality management alternatives on the value-in-eat creation process in Taiwan using a data mining approach.

Based on a market survey, a total of 1,187 questionnaires was incorporated into a database. The questionnaire design is divided into 7 parts with 35 items. All questions are designed as nominal and ordinal (not the Likert scale) scales. Data mining approach, including cluster analysis and association rules, cluster analysis is investigated possible customer profiles and association rules is implemented to explore customer preference patterns and rules on the value-in-eat creation process.

Data mining results show two patterns including Pattern 1: meal patterns and customer preferences for restaurant hospitality management and Pattern 2: customer relationship management (CRM) for restaurant hospitality management that customer profiles and preferences on meal patterns, service patterns and CRM are engaged to suggest effective Western restaurant hospitality management alternatives, such as proper bundles for restaurant types, meals, exotic atmosphere and services of hospitalities in terms of a value-in-eat creation process.

To the best of the authors’ knowledge, this study is the first study to investigate consumers’ behaviors in Western-style restaurants using the measurement of nominal and ordinal scale for questionnaire development and further to implement a data mining approach on selected data samples. In addition, this study illustrates the patterns/rules of Taiwan customer preferences that best explain the knowledge of how to manage Western-style restaurants from the perspective of customer hospitality using data mining.

在酒店服务领域, 近期的从服务主流逻辑为视角关于使用价值的讨论主要集中在消费者对价值的定义以及掌控价值创造的过程。本研究的主要目的是拓展这些相关的讨论从而发掘关于在台湾经营的西餐厅的顾客价值创造过程, 进而开发餐厅的饮食价值创造。由于全球化进程, 台湾的西餐厅和中餐厅同样受欢迎。然而, 对于本地的餐厅所有人和经营管理者来讲, 管理西餐厅关于价值创造过程中的地方化和服务管理还存在学术和实践问题。因此, 本文运用了数据挖掘的方法对西餐关于价值创造的另类途径进行了探索。

基于市场调研, 本研究导入了1187份问卷作为数据库。问卷由7部分35项条目组成。所有问题以称名量表和顺序量表（非李克特量表）测量。数据挖掘包括了聚类分析和关联分析。聚类分析用来分析消费者概况, 关联分析来探究顾客倾向以及饮食价值创造过程。

数据挖掘结果显示了两种模式, 1：食物以及顾客对餐厅的接待管理的偏爱以及模式, 2：客户关系管理包括顾客概况和对饮食模式的偏爱, 服务模式以及顾客关系维护的另类建议, 诸如适度的捆绑销售包括餐厅种类, 菜系, 异域风情的就餐环境以及服务来体现饮食价值创造的过程。

本研究是首次探索了用称名量表和顺序量来研发的消费者问卷并且运用了数据挖掘的方法研究了西餐厅的消费者行为。 此外, 本研究阐明了台湾消费者的偏爱模式从而更好的解释了如何用数据挖掘的方法来研究西餐厅的服务管理。

The purpose of this paper is to explore issues of control, fake solidarity and breakdown in hospitality. Following Robinson and Lynch, the need to explore the subjective experience of hospitality through literature is identified as being highly important to the understanding of this social phenomenon. One poem was chosen as a means of exploring subjective dimensions of hospitality and a detailed study was undertaken.

From a total of 60 published poems on hospitality originally identified, one poem was selected owing to the interesting conceptual issues it raised, “Coffee with the meal” by Ogden Nash. The method of analysis is a sociolinguistic study from a critical discourse analysis perspective.

Issues are elicited concerning management control, the micro‐ and macro‐universes affecting hospitality (as defined in Robinson and Lynch), the significance of forms of discourse in the construction of hospitality, issues leading to a breakdown in the consumer's perception of the hospitality experience. In Ogden Nash's poem, the breakdown is presented at the inter‐personal level between the service provider (the waiter) and the customer.

The investigation of sociolinguistic discourse from a critical discourse analysis perspective, applied to textual analysis provides a potentially valuable tool for analyzing literature in the search for insights into the assumptions and cultural discourse about hospitality. In this case, the chosen poem suggests that experiences of hospitality in commercial hospitality settings are subject to control by service deliverers. The insights provided can be instructive as comments on the experience of being a guest in commercial contexts. The poem is illustrative rather than representative.

The analysis of these poems can be useful in developing a sensitive awareness of service breakdowns and the perceptions of customers. The research can assist in the development of a more customer‐centric approach to guest and host relations in commercial settings. Discussion focuses upon the significance of discourse, how we know hospitality, curriculum implications and means of advancing qualitative research methods used in hospitality.

The use of literary criticism of poems is a unique approach which suggests that the study of hospitality can be informed invoking a multidisciplinary approach, by insights from fields of study not immediately linked to the management of commercial hospitality operations.

The aim of this paper is to examine the early history of restaurants, as invented in Paris around 1766, deciding whether a market orientation ruled out genuine hospitality.

Contemporary accounts, such as Brillat‐Savarin's section “On Restaurateurs” in The Physiology of Taste in 1825, are considered against a definition of hospitality as a household's provision of care for non‐members.

The restaurateurs' innovation was selling individualized meals within the emerging consumer market. While Brillat‐Savarin recognized the commercial cynicism of even such brilliant exponents as Antoine Beauvilliers, their enterprises were hospitable to the extent that, emerging from domestic households, they were directed principally at meal‐making rather than money‐making. Highly “McDonaldized” corporations, whose primary purpose is profit, are a largely twentieth‐century development.

Defining hospitality as the provision of care by households to outsiders is a common sense approach that, nonetheless, provides an alternative to the usual characterizations of hospitality, based on ethics, personality, performance or industry.

Owner‐operated businesses are more likely to provide hospitality, certainly as traditionally understood, than corporations.

Since eighteenth‐century France, restaurants have only become more important, and the use of the household definition contributes to their better understanding, both historically and conceptually. The definition should have wide applicability.

First of three review articles seeking to organize and summarize work on the definition and specification of quality in the hospitality industry – this one covers early work on quality definition and specification.

This paper aims to review and discuss customer satisfaction and its application to the hospitality and tourism industries. This paper defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. This paper is a revision and update of an article previously published by Pizam and Ellis (1999) on customer satisfaction measurements.

The most recent research on customer satisfaction measurements and scales is summarized and presented in the paper.

Following a discussion on the dimensions and attributes of satisfaction, the main methods of measuring satisfaction are listed, and cross-cultural issues that affect satisfaction are reviewed. Finally, the paper concludes with a comprehensive review of the current online tools and techniques available for measuring customer satisfaction.

This summary gives a good overview to researchers who require a comprehensive review of the available research measurements and scales for customer satisfaction.

For the past decade, a considerable amount of research has been conducted in customer satisfaction. Finding the appropriate measurements and scales for customer satisfaction can be time-consuming and confusing. This paper provides a comprehensive overview of the best-known measurements and scales in customer satisfaction research. The paper also provides innovative online tools and techniques available for research.

This study aims to understand the components of the street food experiences of the local-guided tour in the meal-sharing economy based on the online reviews of tourists who experienced a meal-sharing activity with a local guide in Bangkok.

Based on the qualitative approach, this study involved a content analysis of 384 narratives on Withlocals.

The study identified five components that embrace the street food experience: a local guide’s attributes, perceived food authenticity, local culture, perceived hygiene or cleanliness. Results also revealed that the Thai street foods are unique and authentic and can reach this experience level through a local guide.

Although the importance of international travellers' street food experiences and the popularity of the meal-sharing economy platforms are rapidly growing, there is no study which had combined both of these phenomena together to date. It is the first attempt to reveal the components of street food experiences in a meal-sharing platform.

Information and communication technologies (ICTs) are a key player in the food services and restaurants sector; thus, the aim of this work consists in studying the previous research on ICTs in food services and restaurants in the context of tourism and hospitality through a systematic literature review.

The systematic literature review is performed on full papers published in journals included in the Journal Citation Report of the WoS in the category of Hospitality, Leisure, Sport and Tourism. A total of 165 articles from 28 journals are analyzed, following different criteria, such as the research methods, perspectives, statistical techniques, geographical focus, topics, technologies, authors and universities.

The restaurant sector is more and more based on the creation of experiences and ICTs, through their multiple possibilities, can undoubtedly contribute to adding value to the simple meal and create and recreate experiences to attract and retain customers who are increasingly sophisticated and hooked on ICTs. ICTs are basic for managers taking decision at the highest level in food services and restaurants, so ICTs should not be seen as a technical tool but as an essential element for top management.

This paper examined articles from very well-known tourism and hospitality journals, leaving aside others as well as different publication formats such as books or papers presented at conferences.

A significant contribution made with this paper is the availability of a list of topics in the context of ICTs in food services and restaurants. These topics are classified into three areas (Consumers, Suppliers and Environment and Tendencies) that can serve as a future research framework. The paper also provides useful information to restaurant managers about ICTs, to researchers for their future projects and to academics for their courses.

Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. Following a discussion on the dimensions and attributes of satisfaction, lists the main methods of measuring satisfaction and concludes with a review of global and cross‐cultural issues that affect satisfaction.

Hospitality companies increasingly sell their unsold, or so-called rescued meals, on food waste reduction applications (e.g. Too Good To Go [TGTG]). The purpose of this research is to explore the influence of product construal and benefit appeals on consumer evaluations.

Study 1 (N = 277 participants) is an online experiment with a 2 × 3 between subject design analyzed using ANOVA and planned contrast analysis. Study 2 is a 2 × 2 field experiment (N = 147 sold rescued food boxes) using chi-square tests for the main analysis.

This study finds that an abstract product description (e.g. a magic box with an opaque content) matched with an environmental benefit appeal renders significantly higher consumer evaluations in comparison to when the same product is paired with financial benefits. In contrast, a concrete product presentation featuring financial benefits as opposed to environmental benefits increases consumer purchase intentions and willingness to pay.

We empirically show how the interaction and congruency between product construal and benefit appeals affect evaluations in a last-minute purchase context.

To the best of the authors’ knowledge, this is the first study to look at the interactive effect between product construal and benefit appeals in a food waste and technology context.

This study aims to explore an emerging phenomenon – gourmet meal kits delivered to out-of-towners from iconic local restaurants. This study explores the interplay of goal framing and basic needs and their effects on customer intentions. This study also examines the underlying mechanism of experience cocreation and the moderating effect of food involvement.

This study develops a framework that combines the self-determination theory (SDT) and customer experience cocreation. Two online experimental studies involving 478 US consumers were conducted to examine the underlying mechanism of customers’ decision-making on purchasing gourmet meal kits (Study 1) and visiting destination restaurants after receiving the meal kit (Study 2).

Intrinsic goal-framing leads to stronger intentions to purchase gourmet meal kits and to visit destination restaurants that sell meal kits. In contrast, extrinsic goal-framing enhances the positive influence of perceived relatedness and competence on behavioral intentions. The effects of goal framing and basic needs on behavioral intentions are moderated by food involvement and mediated by experience cocreation to varying degrees.

To the best of the authors’ knowledge, this study is among the first to empirically examine an emerging business model – delivering restaurants’ food experiences to out-of-towners. The study also expands the application of the SDT by incorporating customer cocreation as the underlying mechanism.