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Article
Publication date: 2 March 2012

Kisang Ryu, Hye‐Rin Lee and Woo Gon Kim

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…

80229

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Research limitations/implications

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.

Originality/value

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.

Article
Publication date: 8 August 2023

Hsiu-Yu Teng, Chien-Yu Chen and Tien-Cheng Han

Studies have explored the determinants of customer advocacy because of customer advocacy's vital role in improving the efficiency and effectiveness of marketing. The current…

683

Abstract

Purpose

Studies have explored the determinants of customer advocacy because of customer advocacy's vital role in improving the efficiency and effectiveness of marketing. The current research complements the existing literature in the hospitality field by examining the association between restaurant innovativeness and customer advocacy while also investigating the mediating roles of self-image congruity and customer engagement.

Design/methodology/approach

The statistical software AMOS version 25 and bootstrapping were employed to test the hypotheses. Purposive sampling was employed for participant recruitment, and a self-administered questionnaire was used to collect data. Data were collected from Taiwanese customers who had dined at selected restaurants.

Findings

The results from 385 restaurant customers reported that self-image congruity had an indirect impact on customer advocacy through customer engagement. Customer advocacy was influenced by restaurant innovativeness through the mediation of customer engagement. The influence of restaurant innovativeness on customer advocacy was positively and sequentially mediated by self-image congruity and customer engagement.

Practical implications

Restaurant innovativeness is linked to customer advocacy through self-image congruity and customer engagement. Thus, restaurant managers should implement strategies focusing on innovativeness to improve self-image congruity and engagement among customers.

Originality/value

The current research may be the first to provide a research model that explores restaurant innovativeness, self-image congruity, customer engagement and customer advocacy in the hospitality context. This study also has practical implications for enhancing customer advocacy.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 4
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 8 August 2023

Paula Rodrigues, Ana Brochado, Ana Sousa, Ana Pinto Borges and Isabel Barbosa

This study aims, first, to understand consumers’ perception of chefs as human brands (i.e. study one). Second, tests were run to assess the validity of a new conceptual model of…

Abstract

Purpose

This study aims, first, to understand consumers’ perception of chefs as human brands (i.e. study one). Second, tests were run to assess the validity of a new conceptual model of the relationships between the factors of chef image, luxury restaurant image, both images’ congruity and consumers’ hedonic and novelty experiences and happiness and well-being (i.e. study two).

Design/methodology/approach

The first qualitative study involved using Leximancer software to analyse the data drawn from 43 interviews with luxury restaurant clients. In the second quantitative study, 993 valid survey questionnaires were collected, and the proposed model was tested using structural equation modelling.

Findings

The results reveal that consumers perceive chefs as human brands and the associated narratives include both performance- and popularity-based characteristics. The findings support the conclusion that individuals give great importance to chefs’ image and the congruence between chefs and their restaurant’s image. In addition, luxury restaurant image only affects novelty experiences, and both hedonic and novelty experiences have a positive effect on customers’ happiness and well-being.

Research limitations/implications

This research focused on Portuguese luxury restaurants. The consumers’ happiness and well-being needs to be replaced by other outcomes to confirm if the model produces consistent results.

Practical implications

The results should help luxury restaurant managers understand more fully which pull factors are valued by their clients and which aspects contribute the most to their pleasure and welfare.

Originality/value

This study adds to the extant literature by exploring consumers’ perceptions of chefs as human brands and the role these chefs’ image play in customers’ luxury restaurant experiences and perceived happiness and well-being.

Details

European Journal of Marketing, vol. 57 no. 9
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 25 November 2020

Jinkyung Jenny Kim, Ja Young (Jacey) Choe and Jinsoo Hwang

The purpose of this paper is to apply the concept of consumer innovativeness to the robotic restaurants field.

2214

Abstract

Purpose

The purpose of this paper is to apply the concept of consumer innovativeness to the robotic restaurants field.

Design/methodology/approach

A research model including 13 hypotheses is examined using a sample of 409 subjects gathered.

Findings

The results indicate that four underlying dimensions of consumer innovativeness have a positive effect on overall image, which, in turn, increases desire. In addition, desire aids to enhance the two dimensions of behavior intentions.

Practical implications

Robotic restaurant managers are required to focus more on quality experience-seeking, hedonic experience-seeking, venturesomeness and social distinctiveness using automated systems, which aid to enhance the image of robotic restaurants.

Originality/value

Consumer innovativeness is regarded as a significant concept in the domain of a novel technology-based product and service, but it has not been explored in the restaurant context. Thus, this study tried to apply consumer innovativeness to the robotic restaurant industry for the first time and explained how to form consumer behavioral intentions based on the concept.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 14 August 2018

Ananda Sabil Hussein

This paper aims to explore the dimensions of experience quality in the area of Indonesia casual dining restaurant. Furthermore, this study scrutinizes the interrelationships among…

2538

Abstract

Purpose

This paper aims to explore the dimensions of experience quality in the area of Indonesia casual dining restaurant. Furthermore, this study scrutinizes the interrelationships among experience quality, customer satisfaction, restaurant image, brand engagement and customer loyalty in Indonesia’s casual dining restaurant industry.

Design/methodology/approach

To achieve the research objectives, two consecutive studies were conducted. The first study was an exploratory study involving two focus group discussions and survey with self-administered questionnaires. The second study was an explanatory study, in which data were collected through self-administered questionnaires. A total of 405 respondents participated in this study. In the first study, the collected data were analysed by exploratory factor analysis, while partial least squares was used in the second study.

Findings

The result of exploratory factor analysis indicated that casual dining experience quality has four dimensions, namely, food aspects, interaction quality, physical environment and service outcome. This study also tests the interrelationship between experience quality and customer loyalty, customer satisfaction, restaurant image and brand engagement. The hypothesis testing shows that food aspect and interaction quality significantly affect customer satisfaction and restaurant image. Furthermore, customer satisfaction, restaurant image and customer engagement are noted as the antecedents of customer loyalty.

Originality/value

This study explores the dimension of Indonesian casual dining experience, and it proves that the casual dining experience construct based on Indonesian perspectives consists of four dimensions. Moreover, this study builds a comprehensive model to explain the interrelationship among experience quality, restaurant image, customer satisfaction, brand engagement and customer loyalty in the perspective of Indonesian casual dining restaurant.

Details

International Journal of Quality and Service Sciences, vol. 10 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 14 July 2022

Alessandro Gambetti and Qiwei Han

The purpose of this paper is to explore and examine discrepancies of food aesthetics portrayed on social media across different types of restaurants using a large-scale data set…

1586

Abstract

Purpose

The purpose of this paper is to explore and examine discrepancies of food aesthetics portrayed on social media across different types of restaurants using a large-scale data set of food images.

Design/methodology/approach

A neural food aesthetic assessment model using computer vision and deep learning techniques is proposed, applied and evaluated on the food images data set. In addition, a set of photographic attributes drawn from food services and cognitive science research, including color, composition and figure–ground relationship attributes is implemented and compared with aesthetic scores for each food image.

Findings

This study finds that restaurants with different rating levels, cuisine types and chain status have different aesthetic scores. Moreover, the authors study the difference in the aesthetic scores between two groups of image posters: customers and restaurant owners, showing that the latter group tends to post more aesthetically appealing food images about the restaurant on social media than the former.

Practical implications

Restaurant owners may consider performing more proactive social media marketing strategies by posting high-quality food images. Likewise, social media platforms should incentivize their users to share high-quality food images.

Originality/value

The main contribution of this paper is to provide a novel methodological framework to assess the aesthetics of food images. Instead of relying on a multitude of standard attributes stemming from food photography, this method yields a unique one-take-all score, which is more straightforward to understand and more accessible to correlate with other target variables.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 9
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 2 October 2019

Ra'ed Masa'deh, Omar Alananzeh, Omar Jawabreh, Rashed Alhalabi, Hassan Syam and Faisal Keswani

This study aims to quantify the associations among employee’s communication skills (language ability, body language and personal appearance), restaurant image and tourist…

1442

Abstract

Purpose

This study aims to quantify the associations among employee’s communication skills (language ability, body language and personal appearance), restaurant image and tourist behaviour.

Design/methodology/approach

A survey instrument is used to examine the relationships in the proposed model by using structural equation modelling (SEM) technique. The collected primary data (n = 153) are analysed to test the relationship between exogenous and endogenous constructs expressed in the proposed structural model.

Findings

The results revealed that language ability, body language and personal appearance impacted restaurant image, which, in turn, affected tourist behaviour.

Practical implications

This study will contribute a better understanding towards employee’s communication skills in Aqaba city resorts and restaurants.

Originality/value

This study is considered the first in the region that links the tourist image of a restaurant with its employee’s skills and its impact on tourists’ behaviour.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 13 no. 3
Type: Research Article
ISSN: 1750-6182

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…

5530

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: 11 March 2021

Gurmeet Singh, Neale Slack, Shavneet Sharma, Karishma Mudaliar, Suman Narayan, Rajini Kaur and Keshmi Upashna Sharma

This study aims to simultaneously examine the interrelated influence of antecedents involved in developing fast-food restaurant customer loyalty. A conceptual model which…

5137

Abstract

Purpose

This study aims to simultaneously examine the interrelated influence of antecedents involved in developing fast-food restaurant customer loyalty. A conceptual model which incorporates service quality attributes, price fairness, customer satisfaction, brand image and trust and the resultant effect on customer loyalty is proposed to better understand how fast-food restaurant customer loyalty can be optimized.

Design/methodology/approach

A quantitative research methodology adopting structural equation modelling was used to understand the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty.

Findings

The findings indicate that service quality attributes (food quality and employee service quality) and price fairness significantly influence customer satisfaction and brand image, while physical environment quality has no significant influence. Additionally, customer satisfaction was found to influence brand trust and customer loyalty, while the brand image does not influence customer satisfaction but does influence brand trust and customer loyalty.

Practical implications

Understanding the interrelatedness and influence of antecedents involved in developing fast-food restaurant customer loyalty would enable academics and practitioners to formulate honed marketing and operational strategies to optimize customer loyalty and fast-food restaurant profitability.

Originality/value

This research addresses the paucity of research and marketing gaps regarding the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty in Small Island Developing States (SIDS).

Details

The TQM Journal, vol. 33 no. 8
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 19 March 2018

EunHa Jeong and SooCheong (Shawn) Jang

This study aims to examine the effects of self-image congruities (i.e. the match between the image of a product or brand and a customer’s image of themselves) as an affective…

1870

Abstract

Purpose

This study aims to examine the effects of self-image congruities (i.e. the match between the image of a product or brand and a customer’s image of themselves) as an affective psychological process in the context of a restaurant setting. The study proposed that a customer’s perception of congruity between his or her self-image and a restaurant could be a salient antecedent for eliciting positive affects toward restaurants, which may influences customers’ evaluations of the functional attributes of a restaurant. The relative effects of actual versus ideal self-image congruity on positive affects, along with the moderating effect of the type of restaurant, were also investigated.

Design/methodology/approach

An online survey was developed and distributed to randomly selected respondents in the USA and a total of 376 responses were used for the data analyses. Structural equation modeling (SEM) was used to examine the relationships among five constructs: actual self-image congruity, ideal self-image congruity, positive affect, evaluation of the restaurant experience and revisiting intentions. To investigate the moderating effect of the restaurant type – more specifically, to examine differences in relative importance of actual versus ideal self-image congruity based on the type of restaurant (casual dining versus fine dining) – multiple group analyses were executed.

Findings

The results showed that both actual and ideal self-image congruity significantly influence positive affect, which has a significant influence on customers’ evaluations of the functional attributes of a restaurant. Actual self-image congruity effect on positive affect was significant in casual dining restaurants, but it was not significant in fine-dining restaurants. Ideal self-image congruity effect on positive affect was significant in both casual and fine-dining restaurant.

Practical implications

This study provides practical implications for developing an effective marketing communication in terms of promoting different segments of restaurant (casual dining vs fine-dining) based upon the customers’ perception of self-image congruity.

Originality/value

This paper includes a theoretical model that explains whether self-image congruity is a salient antecedent influencing restaurant customers’ positive feelings toward a restaurant brand. It also examined the relative effects of actual versus ideal self-image congruities in different restaurant settings.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

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