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It is important for restaurants’ social networking sites (SNSs) to provide a flow experience because it encourages positive brand responses and attracts consumers. However, there is a paucity of research on SNS flow experience in the restaurant industry, and more importantly, most of the research is focused only on online behavior. Therefore, this study aims to investigate how SNS flow antecedents (skill, challenge, telepresence and time distortion) influence overall flow, SNS satisfaction and offline restaurant purchase intentions. In addition, this study examined the mediating role of SNS satisfaction between flow and offline purchase intentions.

An online survey was carried out to examine the patron’s flow experiences. 517 valid responses were analyzed to test hypotheses using structural equation model.

The results indicated that four antecedents of SNS flow positively influenced overall flow. Specifically, time distortion was the most influential antecedent. Overall flow positively influenced SNS satisfaction and offline purchase intentions. Furthermore, SNS satisfaction acted as a mediator between overall flow and offline purchase intentions.

The findings provide not only new insights for restaurant managers to implement SNS marketing but also several strategies to encourage consumer’s flow on restaurant SNS.

This study investigated the theoretical framework of flow experience more in depth than previous research as dealing with four dimensions of SNS flow antecedents: skill, challenge, telepresence and time distortion.

This paper aims to examine consumers’ behaviors toward personalized services offered by branded mobile apps in the food service industry by applying privacy calculus theory and technology acceptance model (TAM). Further, this research identified the moderating role of technology anxiety.

An online survey was carried out to investigate the role of personalization on continuance intention toward branded mobile apps. In total, 348 valid responses were analyzed to test hypotheses using structural equation modeling.

The results show that personalization had significantly affected perceived benefit, perceived risk and perceived ease of use. Perceived benefit had positive effects on perceived value of disclosure, but perceived risk did not affect perceived value of disclosure. Perceived value of disclosure and perceived ease of use were linked to trust. Trust, in turn, positively affected intentions to use mobile apps. With regard to the moderating effect of technology anxiety, it had a significant moderating impact on the relationship between personalization and perceived risk. However, it did not moderate the relationship between personalization and perceived benefit.

The findings of this study could provide useful theoretical and practical implications related to the successful implementation of mobile marketing.

This study proposes the integrated model of privacy calculus theory and the TAM for deeper understanding of the customers’ responses toward personalization of branded mobile apps.

This study aims to identify key quality attributes that significantly distinguish highly satisfied diners from non‐highly satisfied diners.

Data were collected from four mid‐to‐upper scale restaurants: two in a mid‐western city and two in an eastern city in the USA. Logistic regression was used to determine which quality attributes are critical in distinguishing highly satisfied diners from other diners.

This study shows that appealing food presentation, tasty food, spatial seating arrangement, fascinating interior design, pleasing background music, reliable service, responsive service, and competent employees are important attributes in contributing to the high satisfaction of diners.

The focus of this research was mid‐to‐upper scale restaurants. The research may not be generalizable to other segments of the restaurant industry because of the small sample size and limited geographic area.

The findings help restaurant managers to invest their resources more efficiently, making changes to crucial quality attributes that elicit the customer's satisfaction level.

Unlike the previous studies on the link of quality to satisfaction, this study looks at quality perception from the perspective of a highly satisfied customer. In addition, this study encompasses diverse quality factors (food, atmospherics, and service) for a more comprehensive interpretation of dining experiences.

Given the rapid development of ethnic‐themed restaurants, this study aims to investigate how authentic atmospherics affects consumer emotions and behavioral intentions in Chinese restaurants in the USA.

A total of 348 usable responses from full table service restaurants in the USA were obtained via self‐administered questionnaires. A proposed model was tested following Anderson and Gerbing's two‐step approach: a measurement model and a subsequent structural model.

Using a structural equation modeling technique, this study found that authentic atmospherics significantly influences consumers' positive and negative emotions, and both types of emotions acted as full mediators between authentic atmospherics and behavioral intentions. Subsequent regression analyses revealed that menu presentation, furnishings, and music were significant predictors of positive emotions whereas menu presentation and music significantly influenced negative emotions.

The data were collected from only full table service restaurants. Therefore, generalizing the results for other segments of the restaurant industry may not be possible.

The findings have important implications for selecting and refining crucial elements of authentic atmospherics in order to enhance customers' favorable emotions, avoid unfavorable emotions, and ultimately heighten positive behavioral consequences.

Different from previous studies on the general aspect of atmospherics, this study exclusively investigates the effect of authentic atmospherics on customer post‐dining behavioral intentions in Chinese restaurants, one of the most popular ethnic restaurant segments in the US foodservice market. This study could also provide directions for improving the perceived authenticity of restaurant atmospherics.

This paper aims to examine the applicability of fairness concepts as a lens for evaluating services in restaurants addressing service fairness issues within, as well as outside of, the service failure context.

Data are collected from two casual dining restaurants in the USA. In order to identify the underlying structure of perceived service fairness in restaurants, this study proposes and tests the fitness of two competing models – a traditional three‐factor model and an alternative four‐factor model.

A confirmatory factor analysis supports that a four‐factor structure of service fairness, which has integrated a customer benefits and sacrifice perspective with the original fairness theory, would be better for evaluating restaurant services instead of the three‐factor model that has frequently been applied in service failure and recovery contexts.

The data are collected from only casual dining restaurants. Therefore, generalizing the results to other segments of the restaurant industry may not work.

This study offers managers a perspective for how consumers evaluate service from a fairness standpoint. The results also provide the basis for investigating which aspects of service fairness are critical in eliciting favorable emotional and behavioral consequences.

Compared with previous fairness studies, which have focused exclusively on the role of justice after service failure and recovery, this study considers all service delivery contexts (with or without service failure) in order to provide a richer portrait of service fairness. Also, this study contributes to the services marketing and consumer behavior literature by shedding light on the issue of “fairness” as an axiom for evaluating services in restaurants.

This study aims to investigate interrelationships among perceived service fairness, emotions and behavioral intentions in a restaurant context.

Data were collected from two casual dining restaurants in the USA. The data were analyzed following Anderson and Gerbing's two‐step approach, utilizing both a measurement model and a subsequent structural model.

This study shows different roles for each fairness perception in relation to emotions and behavioral intentions based on the Mehrabian‐Russell model. Setting reasonable prices and providing efficient services in a timely manner were found to be the key to negate negative emotion. At the same time, the findings suggest that providing high‐quality tangible outcomes and intangible services are critical to evoke positive emotions and eventually to generate future favorable behaviors.

The data were collected from only casual dining restaurants. Therefore, generalizing the results to other segments of the restaurant industry may not work.

The results of this study can help restaurant managers to develop more effective and efficient strategies for ensuring fairness, thus resulting in higher levels of customer retention and profits.

Compared with previous fairness studies, which have focused exclusively on the role of justice after service failure and recovery, this study considers all service delivery contexts (with or without service failure) in order to provide a richer portrait of service fairness. Also, this study contributes to the services marketing and consumer behavior literature by shedding light on the issue of “fairness” as an axiom for evaluating services in restaurants.

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.