Food Service Customer Research Articles

Religious values and social distance as activators of norms to reduce food waste when dining out

Empirical research is required to identify psychological and psychographic factors which can activate or amplify norms of foodservice customers towards food waste reduction. By surveying 446 foodservice customers in Poland, a country with a large population of religion followers, this study examines the influence of religious values on personal norms and explores the moderating effect of social distance on injunctive norms. The results indicate that religious values do not activate personal norms directly but affect them indirectly via such mediating factors as the feeling of compassion and family upbringing. Close encounters, such as family and friends, amplify the effect of injunctive norms while distant encounters, such as fellow countrymen, do not. This suggests that measures for food waste reduction should be designed to appeal to the foodservice customers' feeling of compassion. The measures should also remind foodservice customers that their (grand)parents and friends would disprove food waste.

Combining culinary art with food science

Combining culinary art with food science

머신러닝 알고리즘을 활용한 외식 고객의 소비지출 추정에 관한 연구

본 연구는 경기도 양평군 소재 외식업체를 대상으로 고객매출을 증대시킬 수 있는 소비지출 추정모델의 개발 및 이에 대한 예측정확도를 확인하고자 한였다. 이를 위해 한국데이터거래소(KDX)의 21,613개의 데이터를 활용하여 랜덤트리, 인공신경망, 서포트벡터머신 및 선형의 머신러닝 알고리즘을 구축하여 추정모델의 결과를 제시하였다. 추정모델의 결과는 다음과 같다. 첫째, 머신러닝 알고리즘을 활용하여 외식소비지출에 대한 설명변수의 중요도를 확인한 결과, 지역별 유동인구가 가장 높게 나타났고, 외식업체의 위치 순으로 나타났다. 둘째, 머신러닝 알고리즘의 예측정확도를 확인한 결과, 랜덤트리는 .831, 서포트벡터머신은 .794, 인공신경망은 .934, 선형은 .870이었다. 또한 평균 소비지출은 64,510원, 이에 대한 평균절대오차는 10,810원이었으며, 이에 대한 예측정확도는 .903이었다. 즉, 고객은 만족도가 높을 경우, 추후 재방문시 평균 1만 원 정도를 더 지불할 수 있다는 것을 의미한다. 결과적으로, 인공신경망의 추정모델링 정확도가 가장 높은 것으로 확인되었다. 셋째, 양평군의 유동인구를 확인하기 위해 데이터 시각화를 수행하였다. 결과적으로 방문고객의 대다수가 남한강 및 북한강 지역의 레스토랑 및 카페에 집중되고 있는데, 이는 혼잡도가 있을지라도 소비자들이 지역적 브랜드 명성이 높은 곳에 집중되고 있다는 것을 알 수 있다. 이러한 분석결과는 양평군 전체 외식업체에 도움을 제공할 수 있는 상품연계전략과 같은 시스템 구축이 필요할 것으로 판단된다.

VALUE CHAIN GOVERNANCE FOR SMOKED FISH PRODUCTS IN THE NORTH COAST OF CENTRAL JAVA

The seafood and aquaculture industry in Indonesia is much less vertically coordinated. However, there are trends towards coordination in fishery value chains through processing and distribution to retail and food service customers. This study aims to examine the governance of the smoked fish value chains in the North Coast of Central Java. The study used the survey data of 52 actors along the smoked fish value chains in the North Coast of Central Java, including fisherman in Demak and Rembang regencies, various types of middleman, processor, and retailers in Semarang. The data was analyzed using value chain mapping and governance analyses. The results showed that the actors involved in the smoked fish value chains consist of fishermen, wholesalers, collectors, processors, retailers, food stalls, and restaurants. Each actor has different activities in their role to add value to differentiate smoked fish products. The results also showed that the types of value chain governance of smoke fish in the North Coast of Central Java leads to relational governance with the complex and interdependent transactions. Keywords: aquaculture, coordination, fisherman, fishery products, relational

Modelling customer loyalty using partial least square: An empirical evidence from online food industry

The online food delivery service industry has emerged as huge and prospective industry. In this competitive business environment, having and developing loyal customer are essential; yet, research to examine customer loyalty modelling in this industry is limited. This study is designed to assess the applicability of Partial Least Square Modelling to assess the customer loyalty toward online food delivery service. This study uses a survey of 405 online food service customers collected from greater Bandung region. The model, including four quality system predictors (efficiency, fulfilment, availability, and privacy), was examined using SmartPLS software. The results show that the model of loyalty toward online food has an acceptable Goodness of Fit Index. Further, the R2 of the customer loyalty in the model is 0.67. These results indicate that the method applied is suitable for modelling customer loyalty. This study offers an empirical evidence on the applicability of Partial Least Square to model the customer loyalty toward online food delivery service. This result extends the existing methodological and managerial practices to develop loyalty in the online food industry.

산업체 급식서비스 요인과 환경친화성 요인이 고객만족 및 고객충성도에 미치는 영향 : 산업체 급식 고객의 평가를 중심으로

본 연구는 환경친화성, 산업체 급식서비스, 고객만족도, 고객충성도 등의 관계를 파악하고자 하였다. 산업체 급식서비스에서 증가하고 있는 환경친화적인 정책들은 이미 경쟁수준이 치열할 정도로 성장기에 접어들고 있다. 따라서 현재 산업체 급식기업들은 환경친화적인 경영을 필수적으로 운용해야 할 시점이다. 본 연구에서는 울산지역 산업체 급식서비스를 이용하고 있는 3개 회사 직원을 대상으로 자기기입식에 의한 설문조사를 수행하였다. 총 423부의 유효한 설문지를 확보한 후 SPSS for Window 24.0과 AMOS 24.0으로 실증분석을 수행하였다. 탐색적 요인분석을 통해 속성을 정제하여 산업체 급식서비스에서는 음식의 품질, 종사원의 서비스능력, 청결성, 식당의 시설, 종사원의 친절성, 편리성, 식당환경 등의 요인이 도출되었으며, 환경친화성에서는 친환경음식제공 및 친환경시스템의 요인이 도출되었다. 또한 고객만족도 및 고객충성도도 요인화되었다. 전체 구성요인에 대한 확인요인 분석결과 평균분산 추출값(average variance extracted)이 0.5 이상으로 추출되었으며, 개념 신뢰도(construct reliability)는 0.7이상으로 추출되었다. 따라서 집중타당성이 있는 것으로 판단하였으며, 또한 상관관계분석을 통해 살펴본 결과 판별타당성이 있는 것으로 나타났다. 구조모형분석결과 환경친화성 요인들인 친환경음식제공과 친환경시스템은 산업체 급식서비스에 영향을 미치는 것으로 나타났다. 즉, 친환경음식제공은 음식의 품질, 청결설, 식당의 시설, 종사원 서비스능력 등의 순으로 영향을 미치며, 친환경시스템은 종사원 서비스능력, 청결성, 식당의 시설, 음식의 품질 순으로 영향을 미치는 것으로 나타났다. 산업체 급식서비스 중 음식의 품질 만이 고객만족에 유의적인 정(+)의 영향을 미치고 있었다. 고객만족도는 고객충성도에 영향을 미치는 것으로 나타났으며, 환경친화성에서 친환경시스템은 고객만족도에, 친환경음식제공은 고객충성도에 각각 유의적인 정(+)의 영향을 미치는 것으로 나타났다. 또한 차이분석을 시도한 결과 성별, 연령, 학력, 직업형태, 직위, 이용횟수 등에 따른 차이점을 발견하였다.

A Study of the Relations between Empathy with Other Food Service Customer’s Complaint Behavior, Internalization of Expressed Complaint and Mimicked Complaint Behavior Intention

A Study of the Relations between Empathy with Other Food Service Customer’s Complaint Behavior, Internalization of Expressed Complaint and Mimicked Complaint Behavior Intention

A Study on the Foodservice Customer Satisfaction and Preference on Styling Dining Space with Plant Decoration

A Study on the Foodservice Customer Satisfaction and Preference on Styling Dining Space with Plant Decoration

단체급식 영양사의 계란 요리에 대한 인식도에 따른 이용실태와 활용증대 방안

Purpose: This study aims to provide important methods to increase egg usage eggs in communal food services, based on the knowledge and awareness of the dietician. Methods: A survey on 200 dieticians in various aspects, such as egg purchase, utility, importance of egg dishes and allergy awareness was conducted. Result: Dieticians’ highest consideration in purchasing eggs were cost (41.5%) and food safety certification (41.0%); the 88.6% of purchases were general egg. The most inconvenient issues in the purchase were inability to confirm freshness (42.0%), frequent breakage (23.5%) and inconvenience in shell disposal (18.5%). During the process of cooking, cracking egg shells (49.5%) and disposal of shells (14.0%) were marked as the major inconveniences. When questioned on intention to purchase liquid and powder eggs to overcome the shell disposal inconvenience, 64% answered no, with distrust in food safety (44.5%) being the major concern. The frequency of using eggs as the main ingredient was 1~2 times per week, with 49.0%. Food service customers favored rolled omelet (36.7%) and steamed egg (20.6%), and the most used utensil was the frying pan (56.5%). When important factors in egg dishes, namely diverse menu, taste, nutrition, consumer satisfaction and allergic reaction were surveyed, most answered that all 5 factors were important. Conclusion: For increasing egg dish inclusions in communal food service, the safety assurance, increase in liquid and processed egg use, and supply of cooking utilities are necessary.

직장인의 사업체 위탁급식과 근거리 외부 식당에 대한 만족도 비교

This study looked at workers in companies located in Seoul and throughout the Greater Seoul Metropolitan Area to understand their level of satisfaction with their in-company contract food service and nearby restaurants according to the demographic characteristics. In order to achieve this, the study conducted in-depth interviews with in-company contract food service customers and food service managers, from September 18th, 2012 to October 30th of the same year. A survey was conducted on 626 people, from January 24th, 2013 to February 7th that same year, and the study verified the difference using a t-test and ANOVA. The in-depth interview revealed that the customers wanted adequate pricing, and varied food items to be served. Customers also wanted two other items which were: 1) for food service managers to propose rational unit pricing for served food, and 2) that food taste and quality be improved. The survey also showed that there is no difference in the level of satisfaction in terms of the visiting frequency of in-company food service and nearby restaurants. However, the level of satisfaction differed according to price groups: price groups of 3,000~4,000won and 4,100~5,000won for in-company contract food service, and price groups of 3,000~8,000won and 8,000~12,000won for eating out at nearby restaurants each showed different levels of satisfaction. There was also a significant difference between food service and restaurant satisfaction level in terms of demographic characteristics. The results of the current study may be used as basic data for establishing a management strategy to induce revisits to in-company contract food service.

Analysis of Purchasing Behavior of Foodservice Customers Using the Extended Theory of Planned Behavior : Focused on Environment Friendly Agricultural Product

본 연구는 친환경 농산물에 대한 외식 소비자의 구매행동을 분석하는데 연구의 목적이 있다. 본 연구에서는 계획행동이론을 적용한 친환경농산물 구매행동에 관한 연구를 진행하는데 있어 모델의 적합성을 증명하기 위해 기존의 세변인인 태도, 주관적 규범, 지각된 행동통제를 기본적 요인으로 설정하고, 친환경 농산물에 대한 관여도와 상품지식요인을 추가로 설정하여, 외식 소비자의 친환경 농산물 구매를 결정짓는 의사결정과정을 확장된 계획행동이론에 적용하여 각 변수들 간의 영향관계를 알아보고자 하였다. 본 연구의 조사대상은 친환경 농산물을 구매한 경험이 있는 소비자들을 대상으로 실시하였으며, 본 조사에서 배포된 총 250부의 설문지 둥 237부가 실증분석에 활용되었다. 수집된 자료는 SPSS 18.0 통계 프로그램을 활용하여 분석하였으며, 수집된 표본의 일반적인 특성을 확인하기 위하여 빈도분석을 실시하고, 신뢰성과 타당성을 검증하기 위하여 신뢰도 분석과 요인분석을 실시하였다. 또한 요인간의 인과관계를 파악하기 위하여 회귀분석을 실시하여 확장된 계획행동이 소비자의 친환경 농산물 구매행동에 미치는 영향을 파악하였다. 연구의 결과는 다음과 같다. 첫째, 확장된 계획행동의 요인인 태도, 지각된 행동통제, 관여도, 사전지식은 구매의도에 유의한 영향을 미치는 것으로 나타났으나, 주관적 규범은 구매의도 와의 관계에 있어 영향관계를 검증하지 못하였다. 둘째, 확장된 계획행동 요인 중 태도, 지각된 행동통제, 관여도 요인이 친환경 농산물 구매행동에 유의한 영향을 미치는 것으로 나타났으며, 주관적 규범과 상품지식 요인은 구매행동 과의 관계에 있어 유의한 영향력을 검증하지 못하였다. 셋째, 친환경 농산물에 대한 소비자의 구매의도가 구매행동에 미치는 영향력을 분석한 결과 구매의도가 높을수록 구매행동 또한 높아지는 것으로 나타났기 때문에 높은 구매의도를 보이는 소비자 집단에게 집중적으로 마케팅 전략을 구사하여 실제 구매행동을 높이는 방안이 필요할 것으로 파악되었다.

Qualitative Research to Understand Environmental Factors of Customer,Foodservice Management, and Competitor and Factors that Improve Customer Quality of Life

The objective of the current study was to analyze the major factors affecting quality of life improvement for contract foodservice customers by identifying the contract foodservice environment consisting of the customer, foodservice management, and competitor. Qualitative research method was performed on foodservice customers and foodservice management using in-depth interviews. First, the customer environment was classified into three categories, including convenience of location, foodservice management environment into six categories, including comfort level of dining facility, and competitor environment into three categories, including service competition between foodservice providers. Second, quality of life was defined as the level of contentment felt by both the customer and foodservice management consuming the food provided. Third, both the customer and foodservice management perceived that the management environment of contract foodservice had a medium effect on quality of customer life. The findings of this study could be applicable for development of a contract foodservice business strategy through objective comparative analysis of the customer, foodservice management, and competitor environments.

Influence of Customer, Foodservice Management and Competitor Environment on Quality of Customer’s Life in Contract Foodservice

The goal of the current study was to analyze major factors for improvement of quality of life in contract foodservice customers. This study investigated how characteristics of customers, foodservice management, and competitors differ in different contract foodservice business environments in order to understand increasing concerns over health, in-house working, and the environment, which are directly connected to work and life satisfaction and company profits. For the foodservice business environment, this study classified environmental factors reported by Duncan (1972) into three factors: customer environment, foodservice management environment, and competitor environment. Multi-regression analysis was conducted on quality of life using the Korean version of the WHO Quality of Life Scale Abbreviated Version (WHOQOL-BREF). Sub-factors of the contract foodservice business environment included foodservice management environment, customer environment, and competitor environment in the order of importance. The results indicate that the foodservice management environment of the company or organization where the customer is employed has the most substantial influence on quality of customer life.

The Potato Sustainability Initiative: Promoting, tracking, and reporting progress

The Potato Sustainability Initiative: Promoting, tracking, and reporting progress

위탁급식 전문업체 산업체급식소의 고객 만족과 충성도와의 관계

본 연구는 경남지역에서 5개의 산업체 공장 위탁급식소 근로자 300명을 대상으로 설문조사를 통해 급식서비스 만족도와 고객충성도를 평가하고, 급식서비스 만족도가 고객충성도에 미치는 영향을 파악함으로써 산업체 위탁급식의 경쟁력을 높이는데 필요한 자료를 제공하고자 시도되었다. 설문조사는 2012년 7월 20일~2012년 8월 31일까지 진행하였다. 연구 결과, 급식서비스 만족도 평가는 전체 평균 점수가 3.51/5.00점으로 나타났으며, 음식 3.47/5.00점, 서비스 3.50/5.00점, 위생 3.65/5.00점, 환경 3.45/5.00점이었다. 이용기간에 따른 급식서비스 만족도는 2년 이상~4년 미만이 가장 높은 점수를 보였으나 유의적인 차이는 보이지 않았다. 직무에 따른 급식서비스 만족도는 생산직이 사무직보다 유의적(P<0.001)으로 높은 점수를 보였으며, 음식(P<0.001), 서비스(P<0.001), 위생(P<0.01), 환경(P<0.001)요인의 각 급식서비스 만족도도 생산직이 사무직보다 유의적으로 높은 점수를 보였다. 고객충성도 전체 평균 점수는 3.46/5.00점이며 재구매 의도 3.60/5.00점, 구전 의도 3.52/5.00점, 전환하지 않을 의도 3.27/5.00점이었다. 이용기간은 전환하지 않을 의도 중 ‘비록 나는 시간과 돈이 허락해도 외부 식당을 이용하지 않을 것이다’는 2년 이상~4년 이하가 2년 미만과 4년 이상보다 유의적(P<0.05)으로 높은 점수를 보였다. 생산직이 사무직보다 구전 의도(P<0.01), 전환하지 않을 의도(P<0.001)에서 유의적으로 높은 점수가 나타났다. 급식서비스 요인과 고객충성도와의 상관관계는 음식, 서비스, 위생, 환경 요인 모두 재방문 의도, 구전 의도, 전환하지 않을 의도와 양의 유의적인(P<0.01) 상관관계를 보였다. 재방문 의도는 음식 요인이, 구전 의도와 전환하지 않을 의도(P<0.01)는 서비스 요인이 다른 요인보다 유의적으로(P<0.01) 높은 상관관계를 보였다. 고객충성도에 영향력을 주는 급식서비스 만족도 요인 분석에서, 재구매 의도에는 위생, 음식, 서비스요인의 순으로, 구전 의도에는 서비스, 음식, 위생요인 순으로, 전환하지 않을 의도에는 서비스, 음식요인의 순으로 영향력을 주어 산업체 위탁급식소에서 고객충성도의 세 가지 요인에 영향력을 모두 주는 급식 서비스 요인은 서비스요인과 음식요인이었다.

The Dimensions of Customer Preference in the Foodservice Industry

Today’s foodservice industry management must place a high priority on understanding the growing markets resulting from rapid urbanization and rising numbers of tourists. This industry has a huge impact on the global economy but it is affected by customers’ ever-changing preferences. Managers need to gain and sustain strategic advantage in this highly competitive industry, thus a local customer preference assessment is crucial. This paper presents the dimensions of customer preference in the food service industry, tested empirically for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis. A 30-item questionnaire was designed and distributed to 1000 foodservice customers, yielding a response rate of 64.2%. Factorial analysis confirmed five dimensions of customer preference, and using multiple regression, their order of importance are Halal (permissible in Islam), Price, Quality of Service, Branding and Tangibles. Knowing these dimensions relative influence may result in better allocation of resources for effective service delivery.

A Study on Accounting Changes of the Foodservice Customer Royalty Program due to Introduction of IFRS - A Case Study of Paris Croissant -

A Study on Accounting Changes of the Foodservice Customer Royalty Program due to Introduction of IFRS - A Case Study of Paris Croissant -

Estimating the potential health impact and costs of implementing a local policy for food procurement to reduce the consumption of sodium in the county of Los Angeles.

We examined approaches to reduce sodium content of food served in settings operated or funded by the government of the County of Los Angeles, California. We adapted health impact assessment methods to mathematically simulate various levels of reduction in the sodium content of food served by the County of Los Angeles and to estimate the reductions' potential impacts on mean systolic blood pressure (SBP) among food-service customers. We used data provided by county government food-service vendors to generate these simulations. Our analysis predicted that if the postulated sodium-reduction strategies were implemented, adults would consume, on average, 233 fewer milligrams of sodium each day. This would correspond to an average decrease of 0.71 millimeters of mercury in SBP among adult hypertensives, 388 fewer cases of uncontrolled hypertension in the study population, and an annual decrease of $629,724 in direct health care costs. Our findings suggest that a food-procurement policy can contribute to positive health and economic effects at the local level. Our approach may serve as an example of sodium-reduction analysis for other jurisdictions to follow.

부산지역 일부 고등학생들의 급식서비스 품질과 고객충성과의 관계

The purpose of this study was the improvement of satisfaction for school foodservice customers through analysis of the importance and performance of school foodservice quality and the understanding what factors affected customer’s loyalty. The questionnaire was distributed to three hundred students at five high schools in Busan. Students evaluated the factors of importance and performance, the order of importance was sanitation> food> service and then, the order of performance was sanitation> service> food. Gap analysis resulted 4.39 for importance factors and 2.51 for performance factors; importance scores were higher than performance scores at all areas (p balance of main & sub side dish> diversity of food in food area, quick react to customer complaint> reflection of customer proposal and recommendation> provide better service than competitor in service area, sanitation of food> cleanness of tableware> cleanness of container in sanitation area. The average score of customer’s loyalty was 1.66 and female’ score was significantly higher than male (p<0.001). Food, service and sanitation had a significant correlation to customer’s loyalty than service (p<0.01), food (p<0.05), and sanitation (p<0.05) affected customer’s loyalty significantly. So, intensive control is needed in the sanitation area which had the highest gap analysis result between importance and performance in food service. Especially, service factor was very important in explaining customer’s loyalty, so service improvement through training is needed to improve student’s satisfaction.

Sysco Corp.

AbstractRetail ‐ Food &amp; Beverage (MIC: SIC: 5141 NAIC: 424410)Sysco through its subsidiaries and divisions, is engaged in the marketing and distribution of food and related products primarily to the foodservice or “food‐prepared‐away‐from‐home” industry such as restaurants, healthcare and educational facilities, lodging establishments and other foodservice customers. The products that Co. distributes include meats, fully prepared entrees, fruits, vegetables and desserts; canned and dry foods; fresh meats; dairy products; beverage products; imported specialties; and fresh produce. Co. also supplies disposable napkins, plates and cups; china and silverware; pots, pans and utensils; restaurant and kitchen equipment and supplies; and cleaning supplies.