Food Service Providers Research Articles

ОРГАНІЗАЦІЯ ОБСЛУГОВУВАННЯ УЧНІВ У ШКІЛЬНИХ ЇДАЛЬНЯХ: ОСНОВИ ТЕОРІЇ І ПРАКТИКИ

The article describes the analysis of transformation of food services at secondary school establishments in Kyiv. The main goal was to provide children with sufficient qualitative and safe food. Factors that contribute to the solution of this issue were identified. It was proved that the food service is an important part of this task. The current state of food service at school canteens and cafeteria was assessed. The following different method and ways of service were investigated: multi-profile nutrition, self-service with different payment methods for food, service by cooks and waters. The benefits, possible short-comings and difficulties of use of different methods were defined. Correctness of the use of these methods for the students of different age groups was scientifically proved. The measures which negatively impact the service level were also identified based on scientific research. The responsibilities of parents and other executive persons as moderators of food service process at school canteens were defined. The value of appropriate material and technical base which complies with building codes and rules as well as sanitary, hygienic and environmental standards for the serving process was demonstrated. The importance of customer service quality control was shown. The necessity of a study of customer demand with the help of surveys among students, teachers and parents was demonstrated as well as with the help of automatic system which will help to work out the number of methods for improving student service quality. A number of limitation factors which are introduced in connection with the spread of coronavirus infection were characterized and the assessment of these limitation factors on the quality of customer service was shown. The recommendations about using different limit methods were given. The necessity of new tender requirements to the food service providers in secondary schools were pointed out, which is supposed to improve their responsibility for the quality of service provided. The legitimacy of the use of various terms in the field of service was theoretically substantiated. The scientifically substantiated classification of methods and forms of service of students was carried out. The areas of work to bring the quality of food organization to the requirements and preferences of students were identified.

Knowledge, attitude, and practices (KAP) of foodservice providers, and microbial quality on food served in Kumasi

ABSTRACT Background Poor Knowledge, Attitude, and Practices (KAP) of food safety and hygiene by foodservice providers lead to food contamination and pose health threats to consumers. This study assessed the KAP on food safety and hygiene, and microbial quality of food sold by formal and informal foodservice providers in Kumasi, Ghana. Methods Eighty-one (81) foodservice providers were conveniently selected from ten different foodservice establishments. KAP on food safety and hygiene practices was assessed with a structured-questionnaire, while practices were observed with a prepared checklist. Food samples were collected and analyzed for microbiological counts (aerobic and coliform) and the detection of Staphylococcus species. Results About 58.7% of participants reported good knowledge versus 41.3% reporting little knowledge; 32.4% reported good attitude versus 67.6% bad attitude, and 54.6% reported good practices versus 43.4% poor practices. More informal foodservice providers (51.7%,34.5%,55.2%) had knowledge (p = .012), attitude (p = .798), and practices (p = .003) of food safety and practices below the 40th percentile than those of formal food service (23.1%,32.7%,19.2%) respectively. Food samples tested recorded high microbial counts for total aerobes and coliform counts and failed to meet ISO, GSA, and FDA safety standards. S. aureus, E. coli, S. epidermidis, and E. faecalis were identified in food samples. A weak, negative correlation (r = −0.231,p < .05) existed between attitude score and S. species present. Conclusions Poor KAP and microbial contamination were observed among food providers although the informal food provision was poorer. Bad attitude by foodservice providers was associated with poorer microbial quality of tested food. Education, monitoring, and stringent enforcement of HACCP are recommended.

Use of workplace foodservices is associated with reduced meal skipping in Korean adult workers: A nationwide cross-sectional study.

Skipping meals is a poor eating behaviour known to result in poor diet quality and health outcomes. Nevertheless, it has become increasingly common over the past few decades in many countries. This study aimed to examine the potential association between the use of workplace foodservices and skipping meals among Korean adult workers using data from the Korea National Health and Nutrition Examination Survey 2016–2018, a nationwide cross-sectional survey of a representative Korean population. A total of 5,137 workers aged 20–64 years were included. Dietary assessment was conducted using a 24-hour dietary recall. In total, 41.2% participants skipped one meal or more per day. The percentage of workers who skipped meals was 43.1±1.0% among participants who did not use workplace foodservices compared to 31.8±1.9% among those who did (P<0.01). Skipping meals was significantly associated with not using workplace foodservices, after adjusting for other confounders including sociodemographic variables, health-related variables, and meal procurement source (odds ratio = 3.4; 95% confidence interval = 2.6–4.4; P<0.01). We found a significant association between using workplace foodservices and reduced skipping meals in Korean adult workers. This study suggests the importance of the provision of workplace foodservices for workers to potentially reduce poor eating behaviours such as skipping meals.

Inclusion of Nutrition Expertise in Catering Operations at a Major Global Sporting Event: A Qualitative Case Study Using a Foodservice Systems Approach

BackgroundMajor sporting event catering is a significant undertaking for foodservice providers, particularly with an increasing focus on sustainability, global health, and nutrition demands of athletes. Yet, the inclusion of nutrition expertise in catering varies significantly between events. Foodservice systems models are commonly used to evaluate foodservice operations but to date have not been applied to catering and nutrition at major sporting events. ObjectiveThe aim of this exploratory case study was to gain in-depth insights of key stakeholders (catering management, chefs, organizers, and dietitians) regarding the integration of nutrition into the catering operation of a major global sporting event, with a focus on future continuity, and map this to the foodservice systems model using a program logic model. SettingSemistructured interviews were conducted with 12 stakeholders during and after the 2018 Commonwealth Games, Gold Coast, Australia. ResultsThe 8 themes that emerged were related to planning and preparation, refining processes, improvement of the menu, better technology, increase in food allergies/intolerances, organization controls, experience of the workforce, and increased client knowledge of nutrition. The logic model demonstrated that the system is driven by policy and budget at the level of control prior to and during the planning phase but modified by the environment during operation. ConclusionsDespite recognition by stakeholders on the importance of change, there are barriers to the provision of suitable food. Integration of nutrition expertise into tender documents and budgets in major event catering will help ensure nutritionally adequate, culturally suitable, and safe menus for future events.

Modelling food demand in the 21st century

Modelling food demand in the 21st century

Customer to Customer Information Production: The Evaluation of Customer Reviews in Tripadvisor on Food and Beverage Service Providers in Adıyaman

Customer to Customer Information Production: The Evaluation of Customer Reviews in Tripadvisor on Food and Beverage Service Providers in Adıyaman

외식산업 서비스제공자의 비언어적 커뮤니케이션이 브랜드이미지 및 고객만족에 미치는 영향

외식산업 서비스제공자의 비언어적 커뮤니케이션이 브랜드이미지 및 고객만족에 미치는 영향

The Impact of Appealing Dish Names on Plant-Based Food Choices in Corporate Cafes: A Field Study

Abstract Objectives Companies are looking to support their employees with healthier and more sustainable food options. Here, we test if appealing dish names could influence food choices at corporate cafes. We hypothesized that menu items accompanied by appealing food names would be selected more compared to when accompanied by basic names. Methods The study had a quasi experimental design and was conducted in buffetera-style cafes in four corporate offices across the world (Sydney, Chicago, Singapore &amp; Sao Paulo) where food is complementary. The seated head count at these offices is ∼850–2500 employees. Three plant-based menu items including entrees, side dishes, composed salads and/or soups were tested at each site. Appealing names were generated through a creative workshop and emphasized the dish ingredients, origin, flavor and/or the eating experience. Each menu item appeared 4 to 6 times across repeated menu cycles, 4 weeks apart one from another, with the dish name alternating between basic and appealing across dish repetitions. For each dish, we weighed the overall food take and divided it by the plate count to estimate food taken per plate in the cafe. Data was analysed using the lme4 package in R and are presented as median (Q1, Q3). Results Overall, appealing dish names increased the food amount taken per plate by 35% when compared to the basic dish names [23.5 (12.7, 40.7) vs. 17.3 (10.7, 37.6) g/plate, respectively] with the effect being marginally significant [b = 2.90, SE = 1.6, t(46.25) = 1.80, P = 0.078]. Conclusions The findings indicate that making dish names more appealing has the potential to cause an uplift in the dishes; making this a promising strategy to shift food choices towards more plant-based options. This relatively easy change could help foodservice providers to support more sustainable and healthier food choices. Funding Sources The study was funded by Google Inc.

Assessment of residential institute foodservice using Kano categorization and importance–performance analysis

PurposeIn this article, we identify various foodservice-related attributes that are important for undergraduate students residing in hostels and avail service from specific foodservice providers. We also investigate the performance of attributes to determine areas where the foodservice providers should maintain a high performance or where improvement is required.Design/methodology/approachWe apply the Kano methodology to design the questionnaire for 24 different attributes. For each attribute, we construct three questions; namely, functional type, dysfunctional type, and performance of the hostel foodservice. We collect a total of 317 responses. We use multiple methods to determine the dominant category. Finally, combining the values of these methods, we study relative positions of the attributes in the importance–performance grid.FindingsBased on the Kano categorization, quality-related attributes are most important, followed by hygiene, comfort, availability, variety, and time, in the descending order. The gender of the respondent plays an important role in categorization of some attributes. Using the importance–performance analysis, we identify the attributes where the foodservice provider should maintain a high performance or where improvement is required. Improvements in some attributes are difficult due to foodservice provider's self-assessment of high performance or high difficulty for improvement.Originality/valueIn this study, we examine the importance of various foodservice attributes among undergraduate residential students. We combine multiple methods of Kano categorization to compute importance values of the attributes. We also investigate the reasons behind the gap between student's and foodservice manager's perception of the performance of these attributes.

외식사업자의 의제매입세액공제특례에 대한 공제율과 공제 한도에 관한 이해도 연구

The purpose of operating the deemed input tax can be divided into tax policy and economic policy. Among them, economic policy is a tax-saving effect for businesses that utilize tax-exemption agricultural products. In this regard, the most benefit is from the foodservice company that utilizes non-tax agricultural products. First, grasped the understanding and perception of the deduction rate. It was analyzed that the larger the size of the business, the better the tax-exemption benefit was used. Second, it was found that due to the difficulty of calculating the deduction limit and the specificity of taxation, the understanding was low. In the appropriateness of the deduction limit, it was found that the majority of foodservice company were satisfied with the current deduction rate by selecting a limit of less than 60%. Overall, the understanding of the deemed input tax of foodservice providers was low, but it seems that it is necessary to use this system as a tax-saving measure in the face of intensifying competition.

THE TIPPING CONSEQUENCE ON HOSPITALITY’S RESTAURANT FOOD AND BEVERAGE SERVICE RESPONSIVENESS IN KISUMU COUNTY - KENYA

Purpose of study: The purpose of this study was to investigate the tipping consequence of restaurant food service responsiveness.&#x0D; Methodology: The study employed a descriptive survey approach within Kisumu County in Kenya, with a focus on classified hotel restaurant (dependent). A simple random sampling methodology was applied in the selection of restaurant clients, with a sample size of 384 respondents.&#x0D; Main Findings: According to the study, tipping was found to have an effect on foodservice responsiveness (P ˂ 0.05), and thus a clear indication that foodservice responsiveness is dependent on tipping within classified dependent restaurants in Kisumu County, Kenya.&#x0D; Limitations: The study captured dependent restaurants in star-rated hotels within Kisumu County. Therefore, the results of the study may be applied with caution outside the scope of the study.&#x0D; Social Implications: Since its inception, tipping has been thought of as an incentive towards quality food service provision, hence customer satisfaction and retention. However, tipping has had a negative influence on foodservice responsiveness and therefore a compromise on food service quality, customer satisfaction and retention.&#x0D; Originality: There is insufficient literature on the topic, although with a handful on the relationship between service quality and tipping. This study will, therefore, fill the gap and used as a benchmark for other studies within not only the hospitality industry but the entire service industry. As a result, the study will be utilized both in policy and practice.

ОЦІНКА ДІЯЛЬНОСТІ РЕСТОРАНІВ МІСТ ТА РАЙОНІВ ЗАКАРПАТСЬКОЇ ОБЛАСТІ МЕТОДОМ АНАЛІЗУ ІЄРАРХІЙ

The comparative assessment of the results of restaurant enterprises’ activities of towns and districts of Zakarpattia Oblast has been done with the use of the Saati method for the last quarter of 2017 and 2018. The aim of the research is to build a hierarchical model for evaluating the performance of restaurants for the provision of portable food services in towns and regions using statistical indicators such as «The quantity of enterprises» and «The scope of provided services» Серія Економіка. Випуск 1(13) 183 over a certain period. The hierarchy analysis method has been chosen for evaluation due to its multipurposeness, as it can be used not only to analyze and compare the state of the industry or an individual enterprise, but also to make more complex managerial decisions and to forecast the situation. The conducted research with the use of this method has allowed to get an estimation of activity of restaurant businesses by integrating several indicators, to identify those criteria, which will allow to make the right managerial decisions on improving the effectiveness of management policy in the region, to identify depressed areas that need investment and state regulation. The scientific novelty lies in building a hierarchical model for evaluating the performance of restaurant businesses using fully matched pairwise comparison matrices obtained by transforming economic performance indicators into dimensionless criteria for Thomas Saati's hierarchical model. Hierarchy analysis has allowed to rank towns and districts by quantitatively assessing the level of efficiency of the restaurant industry, to identify those criteria, which will allow to make the right managerial decisions to improve the efficiency of the restaurant industry in cities and districts of the region. Keywords: industrial policy, industrial potential, hierarchy analysis method, industrial activity criterion,hierarchical model, Thomas Saati model.

“Saving” Plant Genetic Resources (&amp; Ourselves) in a Time of Accelerating Ecological Change

The articles in this issue examine the strategies that farmers, scientists, and citizens use to “save” the things that matter to us (our seeds, our bodies, our farms, and our communities) in the midst of accelerating, human-induced environmental degradation. They investigate the ways that these actors imagine the future—the ways that they seek to preserve what they see as vital, prevent what they see as unacceptable, and (sometimes) give in to what they see as unavoidable. The authors meticulously document the care that these actors invest in saving seeds, cultivating gardens, ensuring farm success, and documenting the information necessary for these things to be sustained (or resurrected) in an uncertain future. We begin by presenting a special issue of four articles that provide insight into the world of seed banking, which has become a major strategy for preserving plant genetic resources in the Anthropocene. The authors take us inside a few of the major institutions that play a role in collecting and preparing seeds for banking, exploring how they developed historically, how they function today, and who plays a role in caring for these seeds and determining their future use. Together, this collection helps us understand the political-economic machinations, the everyday labor, and the imagined futures involved in seed saving. Also in this issue, Janette Bulkan provides a meticulous overview of The Place of Bitter Cassava in the Social Organization and Belief Systems of Two Indigenous Peoples of Guyana. Drawing on historical resources and her own ethnographic research, Bulkan explains how and why cassava remains central to indigenous diets and cultural practices in Guyana, despite the availability of processed wheat flour and white rice. She pays particular attention to the role of women in cultivating cassava and protecting and disseminating knowledge about particular cultivars. She also explores the role of cassava in the areruya belief system. In Beyond Alternative Food Networks: Understanding Motivations to Participate in Orti Urbani in Palermo, Giuseppina Migliore, Pietro Romeo, Riccardo Testa, and Giorgio Schifani examine why residents of Palermo (the largest city in Sicily) choose to participate in urban gardening. While previous studies have focused on political motivations for involvement with orti urbani, the authors found citizens involved in these gardens were primarily concerned about eating safe food. Many cannot afford to buy organic foods; so they choose to grow their own. The authors frame their work within an interesting reading of the history of orti urbani and argue that Palermo should allocate more green space to these gardens. Thomas L. Henshaw considers collegiate food service systems in Is the Emergence of the “Fresh Prep” Food Service Provider an Entrée into Local Foods? Henshaw considers emergent strategies of food service firms, especially those who emphasize “fresh” products. Theoretically, the emphasis on fresh products should facilitate the purchase of locally produced, and therefore “fresher,” products. However, based on interviews with staff at eight liberal arts colleges in the Great Lakes region, he finds that the emphasis on freshness does little to change food service purchasing. Instead, food service managers should do more to increase institutional will and goals for local procurement, develop goals for purchasing, and enter into favorable contracts with growers. Finally, Andrea Rissing takes us to Iowa in “Profitability” vs. “Making It:” Causes and Consequences of Disembedding Beginning Farms’ Finances to consider what a successful farm really looks like. Based on ethnographic work with Iowans who have ended their farming enterprises, as well as bankers and farm consultants, Rissing shows how financial success does not necessarily lead to farming success. Instead, financial considerations intersect with family relationships, workload, and other lifestyle factors to constitute individuals’ ideals of farming “success.” She concludes that, despite the desire of farm financial advisors to consider monetary goals as central, farm financial health needs to be considered within a social context to more truthfully measure, and predict, success.

Factors influencing food service provision decisions in centre-based early childhood education and care services: Cooks' perspective.

Considerable public effort has been directed at centre-based childcare as an early childhood education and care (ECEC) setting to promote healthy food-related behaviours in young children. However, in the real-world setting, best practice, evidence-based guidelines are not always well-translated into usual, day-to-day routines. This study aims to understand what factors influence the centre-based childcare cooks' food and nutrition decisions for children aged 2-5years. Semi-structured qualitative interviews were conducted with cooks in centre-based childcare using purposeful maximum variation sampling and data analysed thematically. Fourteen cooks were interviewed from 14 services across South Australia. Central to providing a healthy food environment was expert-led knowledge and training gained through the workplace over several years and the embodiment of the service's healthy food and nutrition policy, evidenced through menu planning to maintain a focus on healthy eating. Threatening these positive, routine practices and decisions were pressures to modify menus in response to increasing food allergies and changing cultural and family preferences, in the absence of ongoing relevant training and expertise at the system-level. Children in ECEC benefit from cooks' commitment to providing nutritious foods; however, the requirements to extend their role to respond to increasing demands without relevant system-level support and training puts the children at risk of not being exposed to health-promoting menus and possible errors in providing dietary modifications. ECEC cooks urgently need access to system-level support and training. SO WHAT?: Understanding and addressing the barriers experienced by cooks and the complexity of factors that inform their food-related decision-making will sustain the implementation of effective, healthy eating guidelines and nutrition practices in ECEC.

The determinants of consumer engagement in restaurant food waste mitigation in Poland: An exploratory study

Abstract The growing magnitude of restaurant food waste undermines the environmental sustainability of the global sector of food service provision. The challenge of restaurant food waste is of particular concern for transitional and developing economies where food consumption out of home is becoming increasingly popular. In these markets, a large share of restaurant food waste comes from customer plates, which highlights changes to consumer behaviour as an important mitigation opportunity. Little is however known about how these behavioural changes can be activated and subsequently reinforced. This study explores the prerequisites of consumer involvement in mitigating restaurant food waste in Poland, a transitional economy in East-Central Europe. It tests the role of such prerequisites of pro-environmental consumer behaviour as public environmental knowledge, environmental concern, anticipated regret and pro-environmental behaviour at home in shaping positive customer attitudes towards the need to mitigate restaurant food waste with a subsequent trigger of behavioural intentions to engage in mitigation. The study offers policy and management recommendations on how these behavioural intentions can be reinforced.

Skills building seminar: Innovative future meal services targeting old people in Europe

Abstract Aging without appropriate nutrition and provision of food services increases risk of malnutrition, weight loss, sarcopenia and lower functional capacity, quality of life and contribute to higher health care costs. It has been found that appetite, functional capacity and quality of life are closely related. New research and recommendations have been published, projects and rehabilitation programmes have been funded and new service models have been suggested, however there is still a need for adapting and implementing further public health tools in order to prevent costly care, this include a need for developing and implementing innovative ways of providing food services in combination with rehabilitation programmes. The aim of the workshop is collaborative learning, knowledge building and discussion on future actions that is needed in order to improve public health, quality of life among elderly and prevent rising costs of health, care by focusing on food and nutrition services. This include the opportunity to collect new ideas and experiences from audience cross-different countries. Furthermore, the aim of the workshop is to support future collaboration and project ideas as part of EUPHA Section on Food and Nutrition’s work on nutrition for aging people. The discussion will be based on an introduction of three innovative projects from Scandinavian. representing different groups of elderly. This include; 1) The young old, retired, home living, in good condition, and active elderly. 2) Community-dwelling frail old people, who need health care and meal services and 3) Residents in nursing homes with a high degree of lost food related functionality. The workshop is organized by the leaning café -method. This provides an opportunity for all participants to influence the outcome of the workshop. The topics will be: Young old: How to keep food related functionality in new life situation after retirement? What new food and nutrition services are needed? Frail old: How to improve food related functionality and prevent frailing? How to use meal services (Meals on Wheels) and nutrition services? Residents in nursing homes: How to involve residents in meal activities in order to improve or maintain food related functionality in elderly home and quality of life. Which co-operational actions could be implemented. Key messages New innovative food and nutrition services design to address risk of malnutrition and loss of functionality among a growing aging population. Different age-groups of elderly need different food and nutrition services.

Why the waste? A large-scale study on the causes of food waste at school canteens

Abstract Several studies have recalled the need to reduce food waste across all the stages of the food supply chain. To undertake effective intervention strategies for food waste prevention and reduction, it is important to better understand the main causes of this phenomenon. In this study, a wide range of factors potentially related to food waste generation in primary school canteens were analysed. The data was obtained from a large-scale study carried out involving 78 Italian primary schools, where the food waste occurring at lunchtime was measured on 11,518 diners, for a total of almost 110,000 meals. The assessment included the quantification of prepared food, plate leftovers and non-served food, which were all weighed with an electronic scale and measured separately for each meal course. The food rejected by diners and the quantity of food remaining unserved at the end of the lunch were studied against a set of potential factors, including the location and size of the school, the location of the kitchen, the type of menu provided to diners, the quantity of food prepared and served. Findings obtained through the analyses of the single variables show that most of the variables have a role in influencing the quantity of food that remains non-consumed. Multivariate models were used to assess the relative importance of the factors over the quantity of food waste. The foodservice provider emerges as the most significant factor in influencing the generation of food waste at schools; other relevant factors are the amount of food prepared and the serving size, the kitchen location, the food provided for the mid-morning break, the menu composition and the geographical area.

Strategic information flows within an Australian vegetable value chain

The successful operation of a horticultural value chain requires the entire chain to be aligned to the needs and wants of the consumer. Willingness to share strategic information with other firms in a value chain, including what the consumer wants and is willing to pay for, is influenced by an individual firms’ strategy, culture, structure and the external environment. Strategic information sharing between firms isn’t well understood. To better understand strategic information sharing a case study was undertaken, interviewing 11 firms involved in an Australian vegetable value chain from seed supplier through to a food service provider. The relational view (trust and commitment) and the contingent resource based view were applied. The research identified trust and commitment between firms was built over time, however only with firms that shared a similar strategy and company culture. As relationships strengthened based on trust and commitment, collaboration between firms increased. Multi-tier strategic information sharing occurred between the seed company, grower and food service provider. This contradicts most research which shows information sharing doesn’t extend beyond a firm’s immediate supplier and customer. Drives for sharing strategic information were new product development, better meeting consumer needs and increasing efficiencies as a chain. Strategic information was often shared in an ad-hoc way when operational information was being shared between firms. When solving specific problems or engaging in new product development there was a more formal structure to strategic information sharing.

Unwrapping nutrition: Exploring the impact of hospital food and beverage packaging on plate waste/intake in older people

Food and beverage packaging is increasingly used in hospital food service provision. Previous research has identified that the packaging used in New South Wales hospitals can be difficult to open by older adults. As older adults experience high rates of malnutrition, it is important to understand the effects of packaging on actual consumption of food and fluids. The aim of this study was to explore the impact of hospital food and beverage packaging on dietary intakes of 62 independently living older people (65 years and over) in a university simulated hospital ward in NSW, Australia. Participants were allocated to either a breakfast and snack meal or a lunch and snack meal on two occasions one week apart. Meals were served in a shared ward environment and each participant experienced a ‘sealed’ and ‘pre-opened’ meal and snack condition. The nutritional status of participants was measured using the Mini Nutritional Assessment - Short Form (MNA®-SF) and intake was estimated through an aggregated plate waste method. Overall findings were not significant for dietary intakes and the ‘sealed’ versus ‘pre-opened’ conditions. However, for the seven participants classified by the MNA®-SF as ‘at risk’ of malnutrition, packaging impeded intake for breakfast (η2 = −0.34) and the high protein snack (cheese and biscuits) (η2 = −0.24) meals. This finding has implications for the provision of packaged high protein snacks (cheese portions) and breakfast meals for the older inpatient. Further research is required for nutritionally compromised and frail older people in the hospital environment to investigate the impact of packaging on food and beverage consumption in detail.

How emotional displays and service quality impact satisfaction and loyalty: A gendered look

ABSTRACTSuccess in the restaurant industry is, in part, determined by boundary spanning service providers’ ability to manage their emotions with the goal of providing excellent service while simultaneously authentically displaying the proper emotions to connect with the guest. How men and women respond to these displays of emotion is of interest, as previous scholars have demonstrated perceptions and reactions to service delivery differ across genders. This study utilized a between subject quasi-experimental design manipulating each one of the independent variables (gender, emotional labor, and service quality) in a dichotomous fashion for each scenario. The dependent variables measured were satisfaction and loyalty. The results indicated that women are more receptive to deep acting than are their male counterparts, and are thus, more likely to be loyal to an organization if deep acting is employed. How to encourage deep acting among foodservice providers is discussed.