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1 – 10 of over 27000Louis A. Tucci and James Talaga
Investigates consumer perceptions of the utility of service guarantees in a table service restaurant setting. Uses conjoint analysis to determine the utility consumers assign to…
Abstract
Investigates consumer perceptions of the utility of service guarantees in a table service restaurant setting. Uses conjoint analysis to determine the utility consumers assign to restaurants that varied along different levels of price, speed of service, quality of food, courtesy of server and service guarantee. The presence of an explicit service guarantee is not uniformly desirable in the selection of a table service restaurant.
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Shu-Mei Tseng and Shervina Octavyaputri
Developing green innovative services is critical to the restaurant industry to achieve significant benefits as well as environmental sustainability. This study aims to explore…
Abstract
Purpose
Developing green innovative services is critical to the restaurant industry to achieve significant benefits as well as environmental sustainability. This study aims to explore the mechanisms through which employees’ green involvement can foster green service innovation behavior.
Design/methodology/approach
The data set garnered from employees who worked in restaurants was used to test these mechanisms. A partial least square technique was conducted on this data set.
Findings
The results revealed the employees’ green involvement significantly influences their green service innovation intention, which subsequently influences their green service innovation behavior. Furthermore, information technology (IT) adoption was found to fortify the linkage of employee green involvement with green service innovation intention.
Practical implications
The results suggest to the restaurant industry that awareness of green service innovation and IT adoption practices can help restaurants to develop effective sustainability work practices and meet societal expectations.
Originality/value
This study extends the restaurant management literature by linking the green involvement of restaurant employees to green service innovation intention as well as identifying the moderating role of IT adoption underlying this link.
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Linchi Kwok and Michael S. Lin
This study aims to assess green food packages’ role in sustaining a restaurant’s curbside pickup service on three stages of consumer experiences: choosing a restaurant, evaluating…
Abstract
Purpose
This study aims to assess green food packages’ role in sustaining a restaurant’s curbside pickup service on three stages of consumer experiences: choosing a restaurant, evaluating their experiences of a recent purchase and weighing their post-consumption behavioral intentions after the recent purchase.
Design/methodology/approach
The service encounters framework and relevant literature guided the development of the questionnaire. A Qualtrics panel data of 314 valid questionnaires were collected and analyzed with choice experience, ordinary least squares regression and PROCESS modeling.
Findings
First, word-of-mouth (WOM) and function encounters significantly influence consumers’ first-time curbside pickup purchasing decisions. Then, service results encounter (besides distributor encounter) most significantly affects consumers’ overall curbside pickup experience. Finally, green food packages increase consumers’ shares of future purchases through their positive WOM intentions and extra efforts of revisiting the restaurant. Consumers’ perceived importance of green restaurant practices strengthens green food packages’ positive impact on extra efforts.
Practical implications
This study provides operational and marketing insights for restaurants to use food packages and sustain their curbside pickup service.
Originality/value
Besides assessing consumers’ evaluations and behavioral intentions for an off-premises restaurant service expected to stay beyond the pandemic, this research uniquely focuses on green food packages, a sustainability issue lacking research attention. The findings add new empirical insights to studies about sustainability and restaurant/food–retail operations.
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Caiwei Ma, Po-Ju Chen, Lianping Ren, Alei Fan and Viput Ongsakul
This study aims to investigate Generation Z’s perception of and experience with restaurant service robots.
Abstract
Purpose
This study aims to investigate Generation Z’s perception of and experience with restaurant service robots.
Design/methodology/approach
Established on the servicescape theoretical framework and following Zaltman Metaphoric Elicitation Technique, 34 in-depth interviews were conducted with Generation Z consumers.
Findings
The results showed that Generation Z consumers had a generally positive attitude toward the usage of service robots in restaurants. Research participants also indicated aspects that can be improved: the service robot’s appearance design and functionality, and the human service facilitating the robotic service process.
Research limitations/implications
This paper provides a holistic understanding of the Generation Z’s mind maps about robot service restaurants presenting practical suggestions for restaurants.
Practical implications
This research offers an in-depth understanding of how the young consumption power perceives and expects the innovative service robots employed in restaurants. The research findings provide industry practitioners with timely guidelines to improve the usage of robotic services in restaurants to satisfy the emerging consumer group of Generation Z.
Originality/value
The current research contributes to the servicescape literature by extending this long-standing theory to the emerging robotic service contexts for updating discoveries. Particularly, the study focuses on the young consumers of Generation Z, shedding lights on the generational cohort research.
研究目的
本研究调查了 Z 世代对餐厅服务机器人的看法和体验。
研究设计/方法/体验
建立在服务场景理论框架之上, 并遵循 Zaltman 隐喻启发技术, 对 Z 世代消费者进行了 34 次深入访谈。
研究发现
结果表明, Z 世代消费者对在餐厅使用服务机器人持普遍积极态度。 研究参与者还指出了可以改进的方面:服务机器人的外观设计和功能, 以及促进机器人服务过程的人工服务。
实际意义
这项研究深入了解了年轻的消费力量如何看待和期望在餐厅使用的创新服务机器人。 研究结果为行业从业者提供了及时的指导方针, 以改善机器人服务在餐厅的使用, 以满足 Z 世代的新兴消费群体。
研究原创性/价值
当前的研究通过将这一长期存在的理论扩展到新兴的机器人服务环境以更新发现, 从而为服务景观文献做出贡献。 特别是, 该研究侧重于 Z 世代的年轻消费者, 阐明了世代队列研究。
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Kriti Priya Gupta and Smriti Pande
The purpose of this paper is to investigate the influencing factors of generation Z (Gen Z) consumers’ revisit intentions to robotic restaurants in the post-pandemic times.
Abstract
Purpose
The purpose of this paper is to investigate the influencing factors of generation Z (Gen Z) consumers’ revisit intentions to robotic restaurants in the post-pandemic times.
Design/methodology/approach
Using a sample of Gen Z consumers with dining experiences in an Indian restaurant using service robots, the study empirically tests a research framework based on stimulus–organism–response theory.
Findings
The study explains how Gen Z consumer’s perceptions of functional attributes (i.e. perceived usefulness and perceived ease of use), socio-emotional attribute (i.e. perceived safety) and relational attribute (i.e. trust) shape their attitude, which in turn leads to their evaluations of performance outcomes and intention to revisit the robotic restaurants. The findings also indicate that perceived risk reduction of viral infection moderates the impact of performance outcomes on revisit intention.
Originality/value
Due to the outbreak of COVID-19 pandemic, the changing preferences of consumers have resulted in an increase in demand for restaurants offering robotic services. To support the long-term viability of service robots in restaurant services, the current study investigates what elements of service robots can determine consumers’ intentions to revisit the robotic restaurants during post-pandemic times.
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Futao Zhao and Hao Liu
The purpose of this paper is to detect predefined service attributes and their sentiments from online restaurant reviews, and then to measure the effects of customer sentiments…
Abstract
Purpose
The purpose of this paper is to detect predefined service attributes and their sentiments from online restaurant reviews, and then to measure the effects of customer sentiments toward service attributes on customer satisfaction (CS) and revisit intention (RVI) simultaneously.
Design/methodology/approach
This study proposed a supervised framework to model CS and RVI simultaneously from restaurant reviews. Specifically, the authors detected the predefined service dimensions from online reviews based on random forest. Then, the sentiment polarities of the reviews toward each predefined dimension were identified using light-gradient boosting machine (LightGBM). Finally, the effects of attribute-specific sentiments on CS and RVI were evaluated by a bagged neural network-based model. The proposed framework was evaluated by 305,000 restaurant comments collected from DianPing.com, a Yelp-like website in China.
Findings
The authors obtained a hierarchal importance order of the investigated service themes (i.e. location, service, environment, price and food). The authors found that food played the most important role in affecting both CS and RVI. The most salient attribute with respect to each service theme was also identified.
Originality/value
Unlike prior work relying on the data collected from surveys, this study is among the first to model the relationship among service attributes, CS and RVI simultaneously from real-world data. The authors established a hierarchal structure of eighteen attributes within five service themes and estimated their effects on both CS and RVI, which will broaden our understanding of customer perception and behavioral intention during service consumption.
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Shamirah Najjinda, Kasimu Sendawula, Samson Omuudu Otengei, Ahmad Walugembe and Saadat Nakyejwe Lubowa Kimuli
The purpose of this study is to establish whether dynamic capabilities mediates the association between social capital and sustainable growth of full-service restaurants in…
Abstract
Purpose
The purpose of this study is to establish whether dynamic capabilities mediates the association between social capital and sustainable growth of full-service restaurants in Kampala, Uganda.
Design/methodology/approach
This study is cross-sectional and correlational in nature. A self-administered questionnaire was used to gather data from 154 full-service restaurants in Kampala. Statistical Package for the Social Sciences (SPSS.25) and Medgraph – Excel Version were used to conduct correlation, hierarchical regression and mediation analysis on the data in order to establish the mediating role of dynamic capabilities.
Findings
Study findings revealed that first, social capital and dynamic capabilities significantly predict sustainable growth of full-service restaurants, second, social capital is significantly associated with dynamic capabilities and third, dynamic capabilities significantly mediate social capital and sustainable growth of full-service restaurants.
Originality/value
The study confirmed that dynamic capabilities significantly mediate social capital and sustainable growth of full-service restaurants unlike the previous studies that focused on the direct association between the study variables in explicating sustainable growth.
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Yao-Chin Wang and Avraam Papastathopoulos
With the trend of adopting and studying artificial intelligence (AI) service robots at restaurants, the authors’ understanding of how customers perceive robots differently across…
Abstract
Purpose
With the trend of adopting and studying artificial intelligence (AI) service robots at restaurants, the authors’ understanding of how customers perceive robots differently across restaurant segments remains limited. Therefore, building upon expectancy theory, this study aims to propose a trust-based mechanism to explain customers’ support for AI-based service robots.
Design/methodology/approach
For cross-segment validation, data were collected from online survey participants under the scenarios of experiencing AI service robots in luxury (n = 428), fine-dining (n = 420), casual (n = 409) and quick-service (n = 410) restaurant scenarios.
Findings
In all four segments, trust in technology increased willingness to accept AI service robots, which was then positively related to customers’ support for AI-based service robots. Meanwhile, customers’ AI performance expectancy mediated the relationship between trust in technology and willingness to accept AI service robots. On the other hand, at luxury, fine-dining and casual restaurants, males perceived a stronger positive relationship between trust in technology and AI performance expectancy. No generational differences were found in the four restaurant segments between trust in technology and AI performance expectancy.
Originality/value
To the best of the authors’ knowledge, this study is one of the first attempts in hospitality research to examine cross-segment validation of customers’ responses to AI-based service robots in the luxury, fine-dining, casual and quick-service restaurant segments.
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Mark Ashton, Aarni Tuomi and Peter Backman
The rapid growth in volume and value of on-demand restaurant food delivery, accelerated by the COVID-19 pandemic, is causing a paradigm shift in the food service sector. However…
Abstract
Purpose
The rapid growth in volume and value of on-demand restaurant food delivery, accelerated by the COVID-19 pandemic, is causing a paradigm shift in the food service sector. However, there is a lack of hospitality management research into this emerging phenomenon. To address this gap, this paper defines and develops a novel conceptual model and typology and proposes a research agenda for ghost production in the context of food service.
Design/methodology/approach
This paper uses the Servuction model to explore, define and model the radical separation between food service production sites, points of sale and consumer interaction from the perspective of on-demand restaurant food delivery. A novel typology is developed and illustrated with eight industry examples from the UK and an accompanying cost benefit analysis. Future research priorities are identified.
Findings
In the hospitality literature, little attention has been paid to changes on-demand restaurant food delivery brings to production and business models of food service organisations, resulting in significant gaps between food service practice and theory. The knock-on effects to stakeholders include increased convenience for customers, uncertain employment status of riders and, for restaurants, striking a balance between capturing new markets and losing control of the customer. Additionally, for aggregators, there is a lack of profitability in existing models, despite holding the balance of power (and data).
Originality/value
The concept of “ghost production” and its associated typology is novel and offers a contribution to hospitality management literature by defining the term, scope and scale of this new phenomenon. Practical implications are proposed.
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Qiushi Gu, Minglong Li and Songshan (Sam) Huang
The use of modern technologies in restaurants has become a trend. For food and beverage services, embracing new technologies helps solve the dilemmas of increasing labor costs and…
Abstract
Purpose
The use of modern technologies in restaurants has become a trend. For food and beverage services, embracing new technologies helps solve the dilemmas of increasing labor costs and the high level of staff turnover in the industry. However, knowledge regarding how consumers perceive and evaluate technology-assisted dining experiences (TADEs) is limited. This study aims to conceptualize and operationalize TADEs while considering increasing technological applications in restaurants.
Design/methodology/approach
This study conducted in-depth interviews with 71 restaurant consumers in Nanjing and Wuhan, China. Following the interviews, this study carried out a survey and identified the factor structure of TADEs.
Findings
The in-depth interviews identified 26 attributes of TADEs. An analysis of the survey data identified four important aspects (with 21 items) of TADEs, namely, novelty and fashion, convenience, high efficiency and restrictions and possible risks.
Practical implications
Hospitality managers can implement the suggested measures for dining service design and technology management to improve the experiences of customers.
Originality/value
These findings have theoretical implications for the new phenomenon of technology-integrated dining, the application of technology and consumer management in the catering industry.
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