The Impacts of Service Provider Name, Ethnicity, and Menu Information on Perceived Authenticity and Behaviors

Abstract

Tangible cues are critical indicators of customer perceptions of authenticity and behavioral intentions. Few studies examine multiple dimensions of authenticity, the influence of language in service settings, and the effects of the service provider appearance. This research addresses these gaps by presenting two between-subjects experimental design studies, the first examines the tangible cues of menu presentation (menu item name and item description), and the second examines the tangible cues of the employee (ethnicity and name). Both measure customer perceptions of food, culture, and employee authenticity, customer revisit intentions, and willingness to pay more in an ethnic restaurant. Results find that using an ethnic menu name and possessing employees of referent ethnic origin have the largest impacts on customer perceptions of authenticity. Additionally, food authenticity has the largest impact on revisit intention and culture and employee authenticity have the largest impact on willingness to pay more.