Fast Food Service Research Articles

Evaluating the impact of service encounter incivility on employee job stress, turnover intentions and labor attrition: a study on frontline employees in the fast food service industry

Evaluating the impact of service encounter incivility on employee job stress, turnover intentions and labor attrition: a study on frontline employees in the fast food service industry

Are Caregivers' Feeding Competence and Autonomy Associated with Healthier Restaurant Food Purchases for Their Child at Fast Food or Counter Service Restaurants? A Cross-Sectional Study in a Diverse Sample of U.S. Caregivers.

This study examined the cross-sectional relationship between caregivers' perceived competence and autonomy (as defined by the Self-Determination Theory) and their fast food or counter service restaurant food purchases (side dishes, beverage, and dessert) for their child. A U.S. national convenience sample of caregivers with at least one 3-12-year-old child completed an online survey with questions adapted from the Intrinsic Motivation Inventory that measured perceived competence and autonomy for feeding fruits and vegetables and limiting sugar-sweetened beverages (SSBs) and desserts. The survey included four questions asking about their fast food or counter service restaurant food purchases (side dish, beverage, and dessert). We applied logistic and multinomial logistic regression models to examine the associations between competence or autonomy and restaurant orders. Competence and autonomy were associated with ordering fruits and vegetables as side dishes (OR [95% CI], 1.14 [1.06, 1.24] and 1.09 [1.03, 1.14], respectively). However, higher competence was also associated with ordering desserts at restaurants and higher autonomy was associated with lower odds of ordering water. These findings will inform interventions and programs that aim to support caregivers' psychological needs, like competence and autonomy, to promote supportive environments and healthier restaurant purchases for their children.

Improving Service Quality in the Fast-Food Service Industry

Improving Service Quality in the Fast-Food Service Industry

A Study of Self-Estrangement Among Fast-Food Workers

This study examines self-estrangement, a dimension of alienation, and its attributes among fast-food service workers, while considering participant sociodemographic characteristics. A self-administered online survey, using Amazon MTURK, deployed over two time periods (N=1,513), provides data regarding our novel 12-item self-estrangement scale by fast-food occupation type (cashier, server, cook, shift manager, and general manager) and sociodemographic covariates. Preliminary analysis shows that a salaried position and those with a postbaccalaureate education experience lower levels of self-estrangement than their colleagues. Cashiers and cooks experience higher levels of self-estrangement relative to those in other positions. This study offers unique contributions to the conceptualization and operationalization of a dimension of alienation specific to self-estrangement, facilitating greater understanding of the fast-food labor sector, its organization, and the state of its workers

The influence of corporate social responsibility on repurchase intention: The mediating effect of satisfaction

The study evaluates the impact of corporate social responsibility (CSR) on customer satisfaction and repurchase intention in the fast food service business in Vietnam. This study used quantitative research methods with a sample of 414 customers aged 18 and older who have used fast food service in Vietnam. Primary data were collected based on customers’ willingness to provide information through questionnaire links on social networking platforms such as Facebook and Zalo. Structural equation modeling and mediating effect analysis were used to test the correlation between components in the research model. Research results have identified three components of CSR, including community responsibility, environmental responsibility, and ethical responsibility in business, that directly and positively influence customer satisfaction. The results validate the mediating influence of satisfaction on the correlation between CSR components (community, environmental, and ethical responsibility) and repurchase intention, which very few previous studies have performed. These findings theoretically contribute to the literature, verifying three CSR components from the customer’s point of view in the fast food service business, including community, environmental, and ethical responsibility. Expanding the theory on factors affecting customer satisfaction and promoting cause-related marketing, prosocial behavior, and competitive advantage theory is necessary. As for managerial contributions, fast food business brands are suggested to invest and increase their CSR activities.

SERVICE QUALITY AND BRAND LOYALTY: EVIDENCE FROM CHAIN FAST FOOD COMPANIES IN SOUTHS EAST NIGERIA

This study determined the influence of service quality on customer loyalty in chain fast food companies inSouth East Nigeria. It was a survey that was guided by three objectives and three research hypotheses.Consumers of chain fast food products and services served as respondents while the sample size was 323. A17-itemed questionnaire on a 4-point scale which reliability test produced a co-efficient of 0.79 served asresearch instrument and accessibility sampling technique was used in the administration of the instrument.Descriptive and inferential statistics on SPSS version 23 were used to analyze the data generated. Findingsrevealed that, reliability dimension has positive/significant relationship with brand loyalty(R = 0.504);responsiveness dimension has positive/significant relationship with brand loyalty (R = 0.245) whiletangibles dimension has a negative relationship with brand loyalty (R = -0.023). In view of the findings, thestudy concluded that reliability and responsiveness dimensions of service quality have positive /significantrelationships with brand loyalty while tangibles dimension has a negative relationship with brand loyalty inthe study area and therefore recommended that managers of fast food companies must among others ensurethat service promises are fulfilled, billings are properly done and training of service providers made toppriority in order to improve their speed and mitigate service defects and failures in service delivery

Implication of Tipping on Services (a case study on Restaurant and Hotel Services in Tasikmalaya)

Tipping in hotels and restaurants has become a custom in several countries. However, the outbreak of the Covid-19 pandemic raises questions regarding the willingness of customers to give tips in difficult times amid the spread of the Corona virus. Tipping is mandatory in some countries, although some countries prohibit tipping workers in fast food services and hotels. The purpose of this study is to determine the implication of tipping as a sign of appreciation given to workers of fast food restaurant and hotel who have provided satisfactory service. The method used in this study is a descriptive approach and a qualitative approach. The results show that tipping encourages workers to provide their best service to customers while at the same time motivating workers to give their best work performance. In addition, companies and workers can also find out whether customers are satisfied or dissatisfied while enjoying food at the fast food restaurant.

Fast Food as a Lifestyle of Urban Teenagers: A Study of Visitors to the Janji Jiwa Coffee Shop in the City of Padang

The second wave of the development of drinking coffee is characterized by consumers who attach importance to experience rather than flavour. One such place is Janji Jiwa, a franchise coffee shop that opened widely in Indonesia. The assumption in studying the nature of the fast food principle is related to limited free time. At the same time, visitors are dominated by urban youth groups who are not limited to free time. This paper seeks to examine the opinions of teenage visitors to the Janji Jiwa coffee shop about the principles of fast food restaurants that represent the lifestyle of urban people. This research was qualitative, and data were obtained through interviews, observations, and documentation. The study's result shows that for visitors, the principle of fast food is a symbol of modernity and relates to the characteristics of urban teenagers. The dimension of efficiency not only benefits the management of the coffee shop but also provides accessibility value for visitors. It can be viewed from production speed, self-service, Grab and Go, and cashless payments. Despite an attempt to strip off traditional methods, fast food service has become a form of cultural domination or oppression of individuals in society that reach into lifestyle areas. Thus, the principle of fast food is a form of improvement in the capitalist system.

Microwave frying and post-frying of French fries

French fries are popular items in the diets of many countries, but the high oil content is a major health concern for consumers. Numerous novel frying techniques have been explored by the fast food service industry and the research community to address such concern. This research aimed to study the influence of microwave heating at two frequencies (2.45 and 5.85 GHz), both individually or in combination, in frying and post-frying on oil reduction in French fries. Results showed that microwave frying reduced the frying time by 30 – 40%, with equivalent product quality attributes in terms of oil content, color, and texture, as compared to deep-oil frying. Oil intake increased with increasing moisture loss during frying, regardless of the frying methods. Post-frying condition was the key to oil reduction. Specifically, a 60 s microwave heating after frying reduced the oil content by 18 – 23%. Compared to 2.45 GHz, microwaves at 5.85 GHz could produce French fries with significantly lower oil content (p ≤ 0.05) and better quality attributes such as color and texture. This study demosntrated the potential of microwave heating in production of deep-fried French fries with lower oil content and better quality.

Comparing Factors Influencing Loyal Consumption Behavior Towards Fast-Food Restaurants

Facing saturation back home, many global fast-food restaurants have enhanced their presence across tier 2 and tier 3 cities in India to increase their market. The factors that propelled this buoyancy include rapid urbanization, changing lifestyles, less switching costs, and a rise in annual middle-class spending, which has made this sector highly competitive for retaining customers’ loyalty. A comparative study of three fast-food multi-national brands was conducted to evaluate service performance vis-à-vis customer preference to predict the basis of loyal consumption behavior. For measuring the service performance, two MCDM approaches were integrated with SERVQUAL methodology, that is, AHP & TOPSIS. The paper involved the identification of service quality dimensions and sub-dimensions relevant to fast-food service and then generating weights using the AHP technique, and then finally, establishing the ranking using TOPSIS. The findings revealed that food quality, timely service, clean and hygienic environment, availability of all menu items, consistency of taste, price sensitivity, friendly dealing, and soothing ambiance are the factors that bring loyal consumption behavior.

Quality assessment of Brazilian fast-food business services

This paper aims to measure the quality of service provided by fast-food companies from the Brazilian university students' perspectives. A questionnaire was conducted based on ServQual, and a five-point Likert scale was used to assess the expectations and perceptions of the items analysed. Multivariate analyses were applied to treat redundant items, eliminate those that briefly explain the data variability, and determine new categorisations. As a result, it was noticed that expectations were not met on any dimensions or items. The reliability and tangibility dimensions obtained the worst performance and need special attention since they can mostly negatively impact customer loyalty and overall satisfaction. The terms 'fast order delivery', 'quick table cleaning' and 'efficient supplying' were the worst assessed within these dimensions and might require more improvements. After the multivariate analyses, the proposed conceptual model remained with three previous dimensions (empathy, responsiveness, and reliability), and three new dimensions emerged (convenience, aesthetics, and assurance). This work contributes to the literature by identifying the most critical aspects and items and the integration of ServQual and multivariate analyses to treat and reorganise the items and dimensions of quality in fast-food services.

Experiences of Polish Tourists Traveling for Leisure Purposes during the COVID-19 Pandemic

The research presented in this paper examines the experiences of Poles traveling for leisure purposes in the summer season of 2020, taking into account the context of the COVID-19 pandemic. The study involved the analysis of source data, including statistical data, and a survey administered via the computer-assisted web interviewing (CAWI) method. The survey questionnaire was created on the Google platform. The link to the questionnaire was provided via social media to participants of travel groups in the period from 30 November 2020 to 15 February 2021. The sampling was purposive (included only travelers) despite efforts to maintain the gender balance; the proportion of women was higher. Therefore, caution must be applied when interpreting the results which may not be transferable. The survey included questions regarding the respondents’ travel behavior and risk perceptions. 433 correctly completed questionnaires were collected. The dataset was analyzed quantitatively and qualitatively. Descriptive statistics measures and correlation coefficients were used in the analysis of the results. The study shows that some respondents decided against traveling because of the pandemic situation, while those who decided to travel adjusted their behavior by avoiding crowded places and resigning from traveling abroad. Compliance with hygiene standards in the area of tourism services varied, and was the highest in the case of accommodation services. Women rated hygiene standards in chain cafes statistically higher than men and younger people rated hygiene on public transport, trains, air transport and in fast food services higher than older people. The higher the tourism expenditure, the lower the assessment of sanitary standards in tour guide services, air transport and chain cafes decreased.

Critical Review of Literature on Talent Management Practices

Talent management practices is one of the greatest inspiring aspects in ultra-modern phase’s HRM practices. Although the concept “talent management practices” is growing popularity over a decade with the debating nature, it had conceptual confusions due to the ambiguity nature of the underlying concepts. Effective talent management practices involve driving of business goals successfully while having a rewarding “talent pool”. Global HR specialists discovered talent management practices related to diverse industries. There is a tendency to be a discrepancy between intended and actual talent management practices. With this view, there are four key objectives in this exploratory study. The first objective is to resolve the existing conceptual confusions to the variable “Talent Management Practices” and to establish the definitions for the underlining concepts called, “Talent” and “Talent Management”. Afterward, the second objective is to explore the different “Talent Management Practices” operated in numerous global contexts including both manufacturing and service sectors. The third objective is to establish a definition for “Talent Management Practices”. The fourth objective is to identify the key dimensions of Talent Management Practices. The archival method was adopted by the researchers. The systematic reviewing process has covered empirical research on talent, talent management and talent management practices which have been published between 1990 and 2019 in academic journals and published books.
 Global manufacturing industries namely, cement manufacturing, steel case manufacturing, coal and mining, energy, automotive and service sectors namely, healthcare, hospitality, fast food service, banking, education, telecommunication and IT services are operating numerous talent management practices in attracting, acquiring, developing and retaining high performing talents. This research study is extremely imperative for future researchers in exploring avenues for context specific talent management practices relevant to various global industries. Further, resolving of conceptual confusions could significant in determining more aspects and perspectives towards talent management and its practices.
 Keywords: Talent, Talent Management, Talent Management Practices, Global Contexts

FEATURES OF BRAND MANAGEMENT: EXPERIENCE OF TM “KULYNYCHI”

Introduction. Modern economic conditions require companies to respond quickly to changes. Under quarantine restrictions, the effectiveness of brand management becomes on the agenda, and only flexible management allows the company not to suffer reputational losses associated with increased competition in the market. The purpose of the article is to determine the specifics of brand management of TM “Kulynychi” and identify effective brand strategies implemented by the company, as well as propose promising areas of brand development. Results. The latest trends in brand management research are considered. Particular attention is paid to brand-oriented management and its results. The system and principles of brand management are considered. It is noted that the lack of a sound approach to the design and creation of brand management systems in the enterprise leads to spontaneous or highly specialized decisions that have no potential for development. It is emphasized that effective management of the company should be brand-oriented, i.e. all the company's activities should be aimed at strengthening the brand reputation. Based on the example of TM “Kulynychi”, brand management is considered. The main directions of activity of this company are defined, development of a brand of the enterprise from the moment of the beginning is traced. The activities and measures aimed at building a brand and strengthening customer loyalty, which have a positive impact on the brand reputation, are characterized. Desirable vectors of development of TM “Kulynychi” as a brand taking into account modern realities and tendencies in the society are determined. Conclusions. TM “Kulynychi” brand management is consumer-oriented and efficient, despite fierce competition in the field of fast food services as well as bakery, which has been intensified with the introduction of quarantine measures caused by the coronavirus pandemic. The expansion of the company's activities for export strengthens the company's position in the market, although information on this activity is not used to promote the brand in the domestic market. Identified threats to the brand can be eliminated, which will only strengthen its reputation, but the company should take certain measures. Keywords: brand, brand management, brand-oriented management, consumer loyalty.

Sociodemographic differences in self-reported exposure to high fat, salt and sugar food and drink advertising: a cross-sectional analysis of 2019 UK panel data

ObjectivesTo explore sociodemographic differences in exposure to advertising for foods and drinks high in fat, salt and sugar (HFSS) and whether exposure is associated with body mass index (BMI).DesignCross-sectional survey.SettingUK.Participants1552...

Determinants of fast-food restaurant service quality in the United Arab Emirates

This research posits and empirically tests the relative importance of five key determinants of service quality in fast-food restaurants (FFRs, also known as quick-service restaurants) in the United Arab Emirates (UAE). Using a survey methodology, data were collected from 491customers to test the proposed model and associated hypotheses. The structural equation modeling (SEM) analysis results showed that assurance, responsiveness, tangibility, and empathy are significant predictors of perceived service quality of FFRs. However, reliability was not a significant predictor. This study is important because it is the first study that examines the determinants of service quality of FFRs in the UAE. The findings provide valuable insights for restaurant managers in the UAE to make informed decisions regarding the improvement of service quality of FFRs in the UAE. This study also contributes to the literature of FFR service quality by validating the SERVPERF instrument in a unique non-western country context.

Prevalence of classical Staphylococcal enterotoxin genes of Staphylococcus aureus isolated from ready-to-eat food in Ho Chi Minh City, Vietnam

Contamination of Staphylococcus aureus in ready-to-eat (RTE) food is a leading cause of foodborne illness in Vietnam. The aim of this study was to analyze the frequency of classical Staphylococcal enterotoxin genes (sea, seb, sec, sed, and see genes) in S. aureus strains isolated from ready-to-eat food in Ho Chi Minh, Vietnam (76 strains of  S. aureus were isolated from 200 random samples of ready - to - eat (RTE) food, which include pate, pork roll, barbecue pork, roasted pork and roasted duck, 40 samples of each), all the samples were collected from different fast food services on street in district 5, 6, 7 and 8 in Ho Chi Minh City, Vietnam. All the trains of S. aureus were stored at -70oC for analyzing Staphylococcal enterotoxin genes). The obtained results in this study indicated that out of 76 S. aureus strains, there are 6 strains (7.9%) carried SE genes:  sea gene (1.32%) was detected in one pate sample (Dist. 8), sec gene was detected (3.95%) in three samples, which are two pork roll samples (Dist. 7 and 8) and one roasted duck sample (Dist. 8), and finally see gene was detected in one pate sample (Dist. 8)and in one pork roll sample (Dist.  8). This could be a serious public health risk and highlight the need to implement good hygiene practices.

Influence of fast-food restaurant service quality and its dimensions on customer perceived value, satisfaction and behavioural intentions

PurposeThe purpose of this study is to investigate the effect of fast-food restaurant service quality (compound effect of food quality, physical environment quality and employee service quality) and its dimensions (when acting independently) on customer perceived value, satisfaction and behavioural intentions.Design/methodology/approachData was collected from 400 fast-food restaurant customers in Fiji using a public-intercept survey. The study used descriptive and inferential analysis. This research also used backward elimination multiple regressions to test the hypotheses of this study.FindingsThe compound effect of fast-food restaurant service quality dimensions on customer perceived value revealed food quality and physical environment quality are significant determinants of customer perceived value, however employee service quality is not. In contrast, the effect of the fast-food service quality dimensions acting independently on customer perceived value revealed the three dimensions are significant determinants of customer perceived value. Results also confirmed that customer perceived value is a significant determinant of customer satisfaction and customer satisfaction is a significant determinant of behavioural intentions.Research limitations/implicationsThis study highlights to fast-food restaurateurs and marketers the importance of determining the compound effect of fast-food restaurant service quality dimensions, delivering the right combination of fast-food restaurant service quality dimensions to customers and not singling out dimensions in an attempt to enhance restaurant service quality.Originality/valueThis study makes important contributions towards understanding the compound effect of fast-food restaurant service quality dimensions and the independent effect of these dimensions on the formation of customer perceived value, customer satisfaction and behavioural intentions.

Consumer Skepticism about Quick Service Restaurants’ Corporate Social Responsibility Activities

ABSTRACT The goal of this study is to investigate a developmental process of consumer skepticism about quick service restaurants (QSRs, also known as fast food or limited service restaurants)’ corporate social responsibility (CSR) activities and consequences of CSR skepticism. People who are aware of QSRs’ CSR activities participated in an online survey. A conditional process analysis was used to test mediating roles of CSR motives and CSR skepticism and a moderating role of perceived restaurant healthfulness in the path from CSR timing to restaurant evaluation. When people perceive QSRs’ CSR actions as responses to public criticism (that is, being reactive), they are less likely to attribute sincere (e.g., values-driven) motives; this leads to skepticism about CSR actions, and ultimately, less favorable evaluation. However, if they perceive QSRs as very healthful, evaluation becomes favorable despite skepticism. QSRs should engage proactively in CSR actions before consumers raise concerns about their businesses. If QSRs have already faced CSR skepticism, they should attempt to mitigate consumer distrust regarding the genuineness of their CSR initiatives. Also, provision of healthful menu items needs to be considered to reduce the negative effects of CSR skepticism.

Identifying Muda in a fast food service process in Spain

PurposeIdentification and elimination of Muda (any activity adding cost but not value from the customers’ perspective) is one of the main objectives of Lean service. Whilst there is significant research on implementing lean in manufacturing and some service industries, there is little information related to its application to the fast food service industry. The purpose of this paper is to try to fill in this gap by answering the research question: What type of Muda could be identified from the customers’ perspective within the service production processes in the fast food restaurant industry in Spain?Design/methodology/approachAn exploratory case study has been conducted. Three multinational companies were selected and several sites observed in Madrid, Spain. Three methods were used to gather data: document analysis; direct and participative observation and semi-structured interviews.FindingsThe paper identifies the seven types of Muda: defects, movements, process, inventory, overproduction, transport and delay. The results are discussed for Cases A, B and C, showing that A and B present higher potential for Muda, compared C.Practical implicationsThreefold value for practitioners and managers: waste identification is an opportunity for non-efficient processes improvement; observation/analysis from the customers’ perspective reveals that customers perceive these inefficiencies; a guideline/audit tool for future assessments.Originality/valueThe paper contributes to the limited existing literature on lean service in fast food industry and disseminates this information to provide impetus, guidance and support toward increasing the productivity, efficiency, consistency and quality of service.