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The purpose of this paper is to examine the effect of the dining experience including food quality, service quality, convenience and ambiance on overall satisfaction and customers’ intention to revisit in quick service restaurants (QSRs). In addition, the mediating effects of overall satisfaction between dining experience dimensions and customer intention to revisit have been investigated in this study.

Data were collected online from 278 participants in the USA and analyzed using partial least square structure equation modeling (SmartPLS).

Food quality, service quality and convenience are strong predictors of both overall satisfaction and intention to revisit and recommend QSRs. However, ambiance did not directly influence the customer overall satisfaction in a QSR setting, Also, overall satisfaction did not mediate the relationship between the dining experience attributes and future intention to revisit and recommend QSRs.

This study makes a significant contribution to the QSRs literature by examining the effects of dining experience on satisfaction and intention to revisit, as well as the meditation role of satisfaction. Moreover, this study has several practical implications for QSRs practitioners and foodservice marketers. Self-selection to take the online questionnaire is considered one of this study’s limitations.

Restaurant managers, especially in the QSR segment, could benefit from the outcome of this study by utilizing their limited resources on improving their customers’ satisfaction and restaurants profitability.

By understanding which attributes of the dining experience value most during their visit to QSRs, this study aims to provide some insight on how to improve QSR customers overall satisfaction and future intention.

This study is unique as it applies attributes from fine dining and casual dining attributed to QSRs in the USA. In addition, this study is the first on QSRs to use SmartPLS as statistical tool for analyzing the collected data and simultaneously accounting the relationships between the constructs introduced in this study.

This study aims to examine the individual and contextual predictors of managerial attitudes toward employees with chronic depression (EwCD) in the hospitality and tourism field, the relationship between managerial attitudes toward EwCD and levels of organizational citizenship behavior, and the mediating role of personality in this relationship.

Empirical data were collected through an online survey of 305 managers working in the hospitality and tourism industry in the USA. SmartPLS 3 software was used to conduct a partial least squares-structural equation modeling analysis.

Organizational and individual characteristics of managers, such as pressure to be productive in the workplace, previous experience with depression, levels of anxiety and personality characteristics, are strong predictors of attitudes toward employees with depression. Personality mediates the effect of managers’ attitudes toward organizational citizenship behavior.

The study provided support that managers who have experienced depression are more understanding of the needs of EwCD and, consequently, can reduce related stigma in the workplace. Likewise, open and agreeable managers who do not feel the constant pressure to showcase high performance and who score low on anxiety and high on organizational citizenship behavior can create a safe working environment free from prejudice and discrimination toward EwCD.

Examining depression in the hospitality and tourism industry becomes even more critical as mental health issues are increasing in the workplace. This research contributes to the hospitality and tourism literature, which seldom investigates managerial perspectives of mental illness and sheds light on the desirable managerial personality traits necessary for creating an inclusive workplace.