Restaurant Customers Research Articles

Tipping Dilemma in Restaurants’ Age of Automation: Exploring the Role of Social Obligations, Explicit Requests, and Their Timing

ABSTRACT Despite the wide implementation of automated services (e.g. self-service kiosks and mobile checkouts) to optimize service efficiency, restaurant customers’ perceptions related to tipping in this context have received less attention. Two between-subject experiments were conducted among US consumers. The findings reveal that explicit tip requests increase unfairness perceptions when people feel more obliged to tip (Study 1), and for those who feel a higher obligation to tip, the unfairness perceptions are enhanced when the tip is requested before the service delivery (Study 2). This study enhances the existing literature on tipping behavior and service automation, additionally providing valuable insights for restaurant managers by offering guidelines for tip requests aimed at mitigating negative customer reactions such as perceptions of unfairness and decreased trust in the restaurant.

The impact of restaurant safety measures on customer revisit intentions in the post-covid era

ABSTRACT Restaurant safety measures have become a key concern for customers since the beginning of the COVID-19 pandemic. The pandemic has increased customers’ awareness and concern toward restaurants’ hygiene standards. This study investigated the influence of restaurant safety measures on customer revisit intentions in the post-pandemic era with the mediating effect of customer engagement, gratification, and perceived risk reduction. A quantitative survey-based study was conducted using a structured questionnaire on 248 restaurant customers in Penang and Selangor, Malaysia. The findings reveal that restaurant safety measures do not directly influence customer revisit intentions. In contrast, customer engagement, gratification, and perceived risk reduction positively mediate the relationship between restaurant safety measures and customer revisit intentions. This study provides significant theoretical and practical implications by highlighting insights into how restaurant safety measures trigger customers to revisit restaurants for the restaurant authorities in Malaysia.

THE INFLUENCE OF FOOD QUALITY, PRICE, LOCATION, AND ENVIRONMENT ON CONSUMER SATISFACTION AT DAJA HOUSE RESTAURANT, LAMPUNG

<p>This study aims to analyze the influence of food quality, price, location, and environment on consumer satisfaction at Daja House Restaurant in Lampung City. The study was conducted with customers who had visited the restaurant at least three times within a six-month period. The research used a quantitative method with purposive sampling, targeting Daja House Restaurant customers. Data was collected through questionnaires distributed via Google Forms. A total of 55 valid responses were received. The data was then processed using SmartPLS 4.0 software for testing indicator validity, variable reliability, and the research model using R². The results showed that food quality had no significant effect on consumer satisfaction. However, location and environment were found to have a positive influence on consumer satisfaction, and price also had a positive effect on consumer satisfaction. Based on these findings, the study recommends that the restaurant's management pay more attention to the location and environment in terms of the restaurant's facilities and atmosphere to attract more consumers. In addition, the price should remain affordable to maintain consumer satisfaction. Therefore, the management should continue to ensure that the prices offered to consumers are reasonable.</p>

Exploring the impact of environmental dimension in corporate social responsibility on restaurants’ customer retention

PurposeThis study aims to integrate the four-dimensional corporate social responsibility (economic, legal, ethical and philanthropic responsibility) with environmental responsibility. It also aims to measure how service quality and corporate image mediate the effects of the five CSR dimensions on customer retention.Design/methodology/approachThis research employs structural equation modelling to test the proposed conceptual model. About 217 valid questionnaires were collected online from customers of restaurants in Tehran.FindingsThe results show that legal, ethical, philanthropic and environmental dimensions positively and significantly impact corporate image and service quality. Moreover, corporate image and service quality mediate the effects of the five CSR dimensions on customer retention.Practical implicationsManagers may learn that by enhancing their environmental responsibility, they are also working on increasing service quality and corporate image and, in turn, customer retention. Restaurants can differentiate themselves from competitors and attract and retain environmentally conscious customers, ultimately contributing to their competitive advantage.Originality/valueThis research extends Carroll’s dimensions by incorporating environmental responsibility, demonstrating its potential to boost service quality and corporate image for customer retention. A noteworthy contribution is introducing environmental responsibility as a novel dimension of CSR within the restaurant and food industry. Recognising the increasing importance of environmental sustainability in academic and societal discourse, it was crucial to consider the environment as a distinct aspect of this research.

The Mediating Role of Customer Commitment in the Relationship Between Customer-Company Fit and Customer Voice: An Empirical Study on Restaurant Customers

Objective: This study discusses value congruence (person-organization fit) and voice behaviors, which are frequently discussed in the field of organizational behavior, in the context of marketing. The study aims to examine the effect of customer-company fit (CC fit) on customer voice behavior as well as the role that customer commitment plays in this effect. Design/methodology: Research data was obtained from 390 restaurant customers in a province in Turkey through the convenience sampling method using the survey technique. The SmartPLS program (PLS-SEM) was used to conduct the analyses. The research model was analysed using partial least squares path analysis (PLS-SEM) and bootstrapping (5,000 bootstrap samples). Findings: The findings indicate that CC fit directly affects both customer commitment and customer voice behavior. Furthermore, the findings revealed that customer commitment plays a mediating role CC fit’s effect on customer voice behavior. Theoretical and Practical implications: The present study is the first in the literature to discuss the various relationships between these variables (CC fit, customer commitment and customer voice) together. Another distinctive feature of the study is that the sample consists of restaurant customers. The high-contact nature of restaurant service makes service failures inevitable. For this reason, it is much more important to reveal customer voice behaviors in restaurant services than in other sectors. In this respect, the results of the study may provide guiding information to the sector.

Service for sustainability and overall value for money: sequential mediation of customer-generated communication on social media and perceived value

PurposeThis study investigated the predictors of overall value for money in the hospitality industry concerning routine practices reinforcing SDG goals. The sequential mediation underlines the mechanism of theoretical viability and sustainability relevance of restaurant environment factors and customer-generated communication on social media to influence the value impressions of hospitality customers.Design/methodology/approachCross-sectional design was utilized to obtain empirical data from customers of luxury restaurants in mega cities of Pakistan. Non-probability purposive sampling was deployed to collect data from 370 customers. The chained relationship of predictors was analyzed using Smart PLS.FindingsThe SDGs' integration with predictors provided theoretical insights into the role of physical spaces in achieving SDG 14 of sustainable consumption and production. The role of social media communication explains the mechanism of online discourse, which shapes perceptions of sustainable dining experiences.Practical implicationsThis study explained sustainable consumption's relation to consumers' psychological undertakings and reinforced the dinners' decision-making processes to evaluate expectations influencing dining choices. This study helps to understand how sustainability issues transformed consumers' value perception and helps them take measures to minimize the environmental impact of their dining choices.Originality/valueThe sequential mediation model investigated with the lens of expectation disconfirmation theory provided relational clarity, which is difficult to achieve when comparing the perception of customers with performance variables. Distinguishing overall value for money from perceived value is essential for making data-driven decisions to utilize monetary resources efficiently.

The Effect Of Product Innovation And Lifestyle On Brand Trust, Customer Satisfaction And Repurchase Intention

This study aims to identify the relationship between product innovation and lifestyle on brand trust, customer satisfaction and repurchase intention at Pizza Hut Restaurants in the West Jakarta area. The population in this study were all Pizza Hut Restaurant customers in the West Jakarta area. This study involved 230 respondents who were collected using questionnaire distribution with purposive sampling technique. The requirement for purposive sampling is that customers have visited Pizza Hut Restaurants in the West Jakarta Area, at least twice. Data analysis was carried out using Structural Equation Modeling (SEM) with the help of Smart-PLS software. The results of this study indicate a significant influence between product innovation on brand trust, customer satisfaction and repurchase intention. In addition, lifestyle also influences and has a significant impact on brand trust, customer satisfaction and repurchase interest. Brand trust has a significant influence on customer satisfaction. Customer satisfaction also has a significant impact on repurchase intention. As a result, it is important to maintain trust in consumers in an effort to improve purchasing decisions. Therefore, it is important to maintain brand trust and satisfaction in an effort to increase repurchase interest. Because the higher the level of customer trust and satisfaction with a brand, the higher their interest in making repeat purchases.

Understanding the Drivers of Consumer Loyalty Among Millennials Towards Halal Restaurants in Indonesia: SEM – PLS Analysis

This study aims to investigate the factors that influence customer loyalty to halal restaurants in Indonesia. The study uses purposive sampling and quantitative analysis based on structural equation modeling (SEM) with partial least squares (PLS) to analyze the factors that determine customer loyalty. Data were collected through an online questionnaire completed by 148 customers of halal restaurants in Indonesia and analyzed using the SEM-PLS method. The research results indicate that brand image, halal certification, and religion are mediating variables that have a positive and significant influence on customer loyalty to halal restaurants in Indonesia. This study makes a significant theoretical contribution to the understanding of the determinants of customer loyalty by integrating different theoretical perspectives, thereby serving as a basis for practitioners and Relevant policymakers to direct the development of the halal industry, especially the halal food supply sector in Indonesia.

Social Media Marketing and Its Relationship with Customer Loyalty: A Case Study in Cieneguilla, Peru

The objective of this research is to identify the relationship between social media marketing and customer loyalty in a restaurant in Cieneguilla, Peru. The study aims to highlight the importance of leveraging technological innovation to strengthen customer loyalty and improve business competitiveness in the current context. The study fills a gap by exploring how social media marketing affects customer loyalty in a specific sector such as restaurants, an area that has been under-researched in the context of Cieneguilla. Although previous studies have addressed the relationship between social media and loyalty, no comprehensive analysis has been conducted in this geographic and commercial area. The study has a quantitative approach, correlational type, and non-experimental design. A sample of 385 restaurant customers was used, with questionnaires of 22 items for the social media marketing variable and 23 items for the customer loyalty variable. Data collection was processed using the IBM SPSS 27.0 program, and Cronbach’s alpha coefficient was used to measure the reliability of the instruments. The results show a low positive correlation between social media marketing and customer loyalty (r = 0.359). It is concluded that as the company improves its social media marketing strategies, the level of customer loyalty increases. However, the implementation of these strategies is still perceived as average by most customers.

The Brand Trust As The Impact Of The Service Recovery Of The International Fast Food Restaurant

This study aims to determine the influence of service recovery on brand trust among international fast-food restaurant customers in Bandung City. The service recovery variable encompasses distributive justice, procedural justice, and interactional justice. In contrast, the brand trust variable comprises two dimensions: fiability and intentionality. This study employs primary data gathered through an online survey of 215 respondents who are consumers of international fast-food restaurants and have experienced inappropriate service with an international fast-food chain outlet. The proposed hypothesis was tested using structural equation modeling (SEM). Based on the results of R-squared tests, path coefficient analysis, and SMARTPLS 3.0 software measurements, service recovery significantly and positively impacts brand trust for customers of international fast-food restaurants in Bandung City.

What motivates U.S. restaurant customers to choose plant-based meat alternative dishes?

ABSTRACT The purpose of this study is to examine how different consumption values influence consumer intentions to choose a dish featuring plant-based meat alternatives at a restaurant by applying the theory of consumption values. The present study also investigates the mediating role of attitude in the relationships between values and consumer intentions. Responses were collected through the Qualtrics panel service and structural equation modeling was employed to analyze the data. The results, based on a total of 682 usable panel responses, indicate that emotional and epistemic values acted as significant driving forces, directly promoting consumers’ intention. Attitude was aroused by distinctive, functional, emotional, and conditional values and in turn, significantly impacted intention. Furthermore, it was found that attitude fully mediated the relationship between conditional value and intention. The results offer useful implications for restaurants that offer menus with plant-based meat alternatives.

New dimensions in dining: A review of the gastronomic evolution of 3D printed foods from 2013 to 2024 and beyond

The development of 3D food printing is evolving, particularly in high-end restaurants, since 2013 when the first complex 3D printed chocolate concept for gastronomy was developed. In 2014, several 3D food printers were launched specifically to suit requirements from the culinary sector. These technology companies often partnered with renowned chefs who developed recipes, showcased the printers and served their food products in their restaurants. Chefs often worked in teams with e.g. food designers, technologists, engineers, and nutritionists to create dishes for events and for their own restaurant customers. From Michelin starred restaurants, pop-up events to pizzerias, 3D food printers were starting to make an appearance from 2015. Then with the adoption of the 2030 Agenda for Sustainable Development, at the UN Sustainable Development Summit in 2015, the type of 3D printed foods that chefs started to develop and serve would take a new direction. By 2017 3D printed foods which were suitable for specific diets, were emerging, such as those for people with dysphagia, allergies or intolerances. While some chefs, bakers and pâtissiers focused on designing foods to meet nutritional requirements, others were involved in the reduction of food waste in restaurants, or recipe development and design of sustainable protein-based foods. Other culinarians undertook to design novel and innovative foods for customers to enjoy as a dining experience. The gastronomic evolution of 3D printed food (3DPF) from 2013 to the present day is reviewed and developments which are likely to influence the culinary sector in the coming years are explored.

Do authentic dimensions and customer knowledge affect overall authenticity and revisit intention via interacting gastronomic experience? Perspective on ethnic restaurants

Authenticity has been widely acknowledged as a pivotal determinant in the success of ethnic restaurants. This study explores the influence of authentic dimensions and customer knowledge on the overall authenticity and revisits intention of Omani ethnic restaurants by moderating the gastronomic experience. Using a positivist approach, data were collected from 330 customers of Omani ethnic restaurants in Oman. All dimensions of authenticity (atmosphere, food, service, and price) have a positive influence on revisit intention. Concurrently, empirical evidence substantiates that customer knowledge significantly and positively impacts customers' perceptions of authenticity and revisit intention. Gastronomic experience moderates the association between overall authenticity and revisit intention. Overall authenticity mediates the influence of authenticity dimensions revisit intention, except true to self. The study contributes to the literature on the importance of authenticity and customer knowledge in the success of ethnic restaurants. It provides valuable insights for restaurant managers and marketers in Oman.

Exploring the critical attributes of robot chef restaurants and their impact on customer perceived value: a mixed-methods study

Purpose This study aims to explore the key attributes of robot chef restaurants and their influencing factors from the perspective of customers and analyzes how these key attributes affect customer perceived value. Design/methodology/approach A mixed-methods research design was used in this study. Using 473 online reviews and ratings (Study 1), the research summarized customers’ evaluations on three types of attributes (environment, service and food) and identified the key attributes along with their influencing factors. Subsequently, through field questionnaires (Study 2) involving 269 actual customers, structural equation modeling was used to analyze how the identified key attributes and their influencing factors impact customer perceived value. Findings This study reveals that customers in robot chef restaurants prioritize food attributes, particularly valuing food authenticity alongside food quality. In contrast to traditional restaurants, customers’ evaluations of food attributes in robot chef restaurants are significantly influenced by the competence of robot chefs. Notably, customers’ negative attitudes toward robots diminish the positive effects on both food quality and food authenticity. Practical implications To enhance customer perceived value, robot chef restaurants should concentrate on food attributes. They can achieve this by fostering a high-quality, authentic food experience through the elevation of robot chefs’ competence and by providing customer education. Originality/value This study expands research on the customer experience in robotic restaurants by proposing an integrated model determining factors that affect the perceived customer value.

The role of upscale restaurants in destination image formation: a semiotic perspective on gastronomy tourism

PurposeHigh-end gastronomic tourism is currently trending and significantly impacts a destination’s image. This research aims to demonstrate the importance of high-level local gastronomy in forming the destination image from a semiotic perspective.Design/methodology/approachTo achieve this objective, the three phases of the upscale dining experience – pre-visit, in situ and post-visit – are examined from a descriptive (informative use), appraisive (valuative use) and prescriptive (incitive use) semiotic perspective. This conceptual model includes six constructs: restaurant image, consumer need for status, consumer expectations, consumer satisfaction, restaurant loyalty and destination loyalty. The study is based on a survey of high-end restaurant customers (N = 421).FindingsThe research findings highlight that the characteristics of upscale dining establishments influence customer expectations, while customer satisfaction plays a crucial role in fostering loyalty towards both the restaurant and the destination. Additionally, the study reveals that individuals' social status or reputation moderates their expectations and satisfaction levels.Originality/valueAlthough studies relate gastronomic image to global destination image, this relationship from a semiotic perspective has not been demonstrated through surveys. This proposed three-phase model based on the Peircean semiotic triad and Morris semiotic trichotomies not only addresses a gap in the existing literature but also offers valuable insights for destination managers and restaurant owners.

Anchoring decisions: the role of decoy pricing in consumer choices

PurposeHospitality firms aim to increase their profits by implementing a variety of marketing activities, including using decoy pricing to provide alternative choices for consumers. Decoys are relatively higher-priced offerings that signal lower value than the other offerings in the consideration set. The purpose of this research is to investigate the influence of decoy pricing on consumer choices across various contexts in the foodservice and hotel industries.Design/methodology/approachAcross the pilot and four main studies, the current research employs a sequential exploratory mixed-method design to investigate the influence of decoy pricing in the foodservice and lodging industries. The qualitative part of this research was based on two focus groups, followed by a pilot study and four main study experiments.FindingsThe results show that decoy pricing escalates consumers’ choices of more expensive product bundles in both restaurant and hotel cancellation policy contexts. However, decoy pricing does not increase the selection of more expensive hotel product bundles.Originality/valueWhile decoy pricing has been utilized as an effective revenue maximization strategy for product placement in retail stores, less is known about how promotional advertisements with decoy offers influence hotel and restaurant customers to choose more costly options. Specifically, this is the first study that explores whether decoy pricing and product/service bundling can encourage customers to select more expensive offers in hotel and restaurant contexts, considering the types of hospitality bundles that may limit this effect.

PURCHASING BEHAVIOR AND SATISFACTION OF FAST-FOOD RESTAURANT CUSTOMERS IN CALBAYOG CITY

This paper examined the relationship between satisfaction and purchasing behavior of fast-food res­taurant customers in Calbayog City. In addition, this study also aimed to identify the respondents' profiles and the different factors influencing their satisfaction and purchasing behavior. The researchers used a descriptive-correlational research design to conduct this study. The researchers used a structured questionnaire adopted from a previous study. The questionnaires were provided to 384 participants in Calbayog City. The gathered data were analyzed using SPSS 29. The analyzed data by the researchers showed that family members, dine-in or online order options, and restaurant menus influence the purchasing behavior of fast-food restaurant cus­tomers. On the other hand, the satisfaction of fast-food restaurant customers in Calbayog City was influenced by menu options, payment methods, online application or website navigation, food placement technology, customers’ testimonials, friends and family recommendations, and services. The study revealed no significant relationship between satisfaction and purchasing behavior of restaurant customers in Calbayog City.

Complaints Speech Acts between Customer and Staff at Western Cafe

A complaint is an expression of dissatisfaction about an act, omission, decision, or service that expects of the feedback given by the user. This study focuses on an interaction between customer and server: Western Café In Canggu strongly conveys the interaction using speech act categories. The objective of this study is to ascertain the many classifications of speech acts employed within the context of interactions between restaurant customers and servers. The method and technique used to capture data for this study were qualitative analysis and note-taking. Furthermore, the data were analyzed by using theory: Searle’s theory of speech act (1969) and Austin (1962) is used to define and classify the categories of speech act used by the server and customer. The findings show from every interaction that guest and server made and expressing of directive and expressive. Directive point is the most common illocutionary act used in conversation that how make easier the hearer to understand what the speaker mean.

Aspect-Based Sentiment Analysis on Social Media Comments (Twitter) : The Attributes of Service Robots in the Hotel and Restaurant Industry

ABSTRACT Service robots are becoming more prevalent in the service industry, yet the impact they have on customer experiences is not well-documented. This study identified consumer emotions toward service robots in hotels and restaurants, focusing on how specific attributes of these robots affect consumer emotions. Furthermore, it explored which countries generate the most comments on these service robot attributes and the nature of consumer emotions within these regions. Utilizing sentiment analysis, the study examined 52,513 English-language tweets about hotel and restaurant service robots. Additionally, logistic regression analysis helped quantify the impact of robot attributes – categorized as physical, functional, and relational – on different classes of emotions. The findings reveal that customers of restaurants and hotels were most influenced by the physical and relational attributes of service robots, respectively, with functional attributes having the least impact. The logistic regression analysis offered significant insights into how service robot attributes influence consumer experiences in hotels and restaurants.

Pengaruh Kualitas Pelayanan dan Suasana terhadap Keputusan Pembelian dan Kepuasan Pelanggan Restoran Kampoeng Air

The primary purpose of this study was to investigate the influence of service quality and restaurant atmosphere on purchasing decisions and customer satisfaction at Kampoeng Air Restaurant. Respondents in this study were Kampoeng Air Restaurant customers who had made more than 2 purchases. The data collection method uses a questionnaire distributed to respondents. The sampling technique was purposive sampling with 250 respondents. Data analysis was done using the PLS-SEM method with the tool used, namely SmartPLS 3.0. The study revealed a significant positive association between service quality and both purchasing decisions and customer satisfaction. Similarly, restaurant atmosphere was found to exert a significant positive influence on both these constructs. No statistically significant relationship was observed between purchasing decisions and customer satisfaction.