Restaurant Industry Research Articles

Double-edged sword of corporate social responsibility (CSR) halo: the role of CSR efforts and crisis type and severity

ABSTRACT In recent years, the restaurant industry has been struggling with a variety of brand crises, including both product and moral harm crises. To mitigate the negative impact of such crises on their brands, companies are actively engaging in corporate social responsibility (CSR) initiatives. While a number of previous studies have investigated the influence of CSR on consumers’ responses to a brand in a routine setting, few have incorporated crisis-related situational variables into their examination of the role of CSR in a brand crisis situation. In order to test the extent to which the CSR halo plays a role in consumers’ evaluation in a brand crisis event, this study used a scenario-based 2 CSR efforts (low/high) x 2 crisis type (product harm/moral harm crisis) x 2 crisis severity (low/high) experimental design. The findings suggest that a higher level of brand engagement in CSR can offset the negative consequences of brand crisis in the case of product harm and less severe brand crisis, compared to moral harm and severe brand crisis, respectively. Our results provide valuable insights for companies wishing to respond successfully to a brand crisis event based on predicted consumers’ responses and on their CSR reputation.

The Impact of Social Media Marketing on Consumers’ Buying Decisions in the Restaurant Industry: Mediating Role of Trustworthiness

This study aimed to measure the impact of social media marketing on the consumer purchasing process in the restaurant industry of Dhaka city. The random selection provided a structured questionnaire to 200 participants, and 113 replies were deemed appropriate for the research. An MS Excel sheet, SPSS (V, 24), and SPSS AMOS (V, 22) were used to validate the demographic, descriptive, and inferential analyses. The Pearson product–moment correlation exposes a significant positive correlation among the variables. In regression analysis, the proposed model and the independent variable (trustworthiness, business process, user experience, and consumer engagement) can describe 27.5% of the selected dependent variable (consumer purchasing behavior). Finally, the hypothesis testing from the research survey data depicts that trustworthiness and consumer engagement significantly impact consumer purchasing behavior. In addition, the model proposed three mediating effects of trustworthiness relating to social media marketing and consumers’ buying decisions in the restaurant industry, and the outcomes revealed that the direct effect of both business processes and user experience on consumer purchasing behavior does not work. Meanwhile, the presence of consumers’ trust in social media marketing enhances the predictive ability of business processes and user experience, significantly impacting consumer purchasing behavior.

The Impact of Service Quality Relationship on Customer Loyalty at Legendary Restaurants R4 in Malang City

Each region certainly has its own culinary specialties, as Malang City is a tourist city that has many culinary specialties and has been established for a long time with hereditary recipes such as legendary restaurants R4. Culinary of a region is one of the main attractions for tourists, especially with the brand image that has been built in the general public which makes legendary culinary in Malang worth visiting. However, intense competition in the restaurant industry is also experienced by legendary restaurants in Malang, so efforts are needed so that legendary restaurants can continue to compete, one of which is by paying attention to the service quality provided to consumers so that consumers become loyal. In addition to aspects of service quality, legendary restaurants also need to pay attention to aspects of customer satisfaction, customer delight, and brand image which can later help build consumer loyalty and make legendary restaurants in Malang able to compete. Therefore, this research is very important to do to find out how far the effect of service quality on customer loyalty is through customer satisfaction, customer delight, and the role of brand image in moderating. This research was analyzed using SEM-PLS with 100 respondents with age criteria >17 years and having visited at least 2 times. This research shows that the service quality provided by the four restaurants has a positive and significant role on customer satisfaction, customer delight, and customer loyalty because the quality of service provided by the four restaurants is considered good, besides that brand image is able to strengthen the relationship between service quality and customer loyalty. So it is necessary for legendary restaurants to improve the quality of their services in order to get loyalty from their consumers and be able to compete with new restaurants.

Predicting Consumers' Attitudes and Behaviors Toward Green Practices and Perceived Ecological Image of a Green Restaurant

The increasing awareness of environmental concerns and the demand for sustainable practices have sparked the adoption of green initiatives across various industries, including the restaurant sector. As consumers become more conscious of their ecological impact, there is a growing interest in comprehending how these green practices influence customers’ ecological behavior. This study focuses on investigating the relationship between green practices implemented by restaurants, perceived ecological image, and customers’ ecological behavior, with a particular emphasis on the case of KFC Malang Town Square. By examining the potential mediating role of attitude, the research sheds light on the underlying mechanisms driving pro-environmental behavior. Through the distribution of questionnaires to 100 KFC Malang Town Square consumers and subsequent analysis using structural equation modeling, the study confirms that green practices positively impact perceived ecological image, which affects customers’ attitudes and behavioral intentions toward the environment. These findings hold practical implications for promoting sustainability in the restaurant industry and offer valuable insights for future research in fostering pro-environmental practices. Moreover, this research contributes to the literature by exploring the interplay between green practices, perceived ecological image, attitude, and ecological behavioral intention within the unique context of the restaurant industry, with a focus on the specific setting of KFC Malang Town Square and the examination of attitude as a mediating factor.
 Keywords: theory of green purchasing behavior, recycling, energy-saving, organic menus, eco-friendly cutlery and packaging

AI-powered in the digital age: Ensemble innovation personalizes the food recommendations

This study proposes and evaluates a novel approach utilizing ensemble machine learning techniques for personalized meal services to address a critical gap in understanding AI-powered decision-making within the food delivery and restaurant industry. We draw inspiration from diverse fields, including non-traditional simulation methodologies and open innovation dynamics, to create a framework that leverages the combined strengths of individual algorithms. Three machine learning algorithms – decision trees, logistic regression, and naïve Bayes – are rigorously evaluated for their efficacy in classifying and assigning algorithms within an ensemble model for a new service. A simulated dataset, informed by expert tagging, is the training ground, ensuring practical relevance. We employ the voting probability metric on a held-out test set to provide a robust measure of accuracy in this critical task. Our findings reveal the significant potential of AI-powered personalized meal services. Ensemble models demonstrate high accuracy, showcasing the collaboration of combining individual algorithms. This originality lies in applying ensemble techniques to a business case with far-reaching implications for management and societal well-being. Beyond technical success, we explore this technology’s broader impact. AI-powered food recommendations can enhance accessibility for individuals with dietary needs, promote healthier lifestyles through nutritious meal suggestions, and generate new job opportunities. Acknowledging limitations and future research avenues, we invite further exploration of diverse machine learning algorithms and broader applications across various domains.

Exploring the role of hedonic emotions on attitudinal loyalty and EWOM: a contingency framework and propositions

ABSTRACT Hedonists actively pursue events that elicit emotional pleasure and enjoyment. This study investigates the complex role and importance of consumers’ hedonic emotions in post-purchase behaviors within the context of fine-dining experiences. Prior research has mainly neglected emotions in favor of cognitive responses. Given the high rate of customer turnover in the restaurant industry, further research is necessary to fully understand the topic. This study’s research methodology is based on a thorough analysis of scholarly existing literature, namely journal articles. It presents a review of methodological views, illustrates key trends and limitations in prior empirical research, and emphasizes the need to construct a research framework. To guide future empirical work, a conceptual framework for certain hedonic emotions, namely comfort, sentimentality, and stimulation, and their impact on attitudinal loyalty and the E-WOM relationship, is introduced. To the best of our knowledge, this is the first attempt to critically analyze and synthesize multiple dimensions of hedonic emotions in the context of fine-dining restaurant services. We also presented several research propositions concerning the moderating effects of experiential and psychological factors on domain linkages. This study can aid restaurant managers in choosing vital marketing and communication strategies to enhance the food service industry, particularly in fine dining establishments.

NIAT BERKUNJUNG KEMBALI DI RESTORAN LIKA LIKU DITINJAU DARI HARGA DAN KEPUASAN PELANGGAN

The competitive restaurant industry demands strategies to attract and retain customers. This research aims to analyze the influence of price and customer satisfaction on intention to revisit a restaurant. This research uses quantitative methods with a survey design. Data was collected from 100 respondents who had visited the restaurant. Data were analyzed using path analysis. The results show that price and customer satisfaction have a positive and significant influence on intention to revisit, satisfaction mediates the effect of price on intention to revisit. In conclusion, price and customer satisfaction are important factors in increasing intention to visit again. Restaurants need to pay attention to pricing strategies and increasing customer satisfaction to attract and retain customers.

A trade-off between lives and the economy? Subsidizing dining out under the COVID-19 pandemic in Japan

We investigate how a government subsidy for dining out to support the restaurant industry has been associated with economic and health outcomes during the COVID-19 pandemic in Japan. Using nationwide 500-meter mesh data, we demonstrate that Japan’s Go To Eat scheme, which was gradually introduced across all prefectures beginning in October 2020, mitigated the negative impact of the pandemic on population mobility in restaurant areas, while having little association with the spread of COVID-19 afterward. The influence was particularly large for population mobility within a prefecture and in restaurant areas near train stations. The scheme also had diminishing positive spillover effects around the restaurant areas. The findings imply that such a subsidy can be a balanced policy response to the pandemic once epidemiological factors are properly managed.

Exploring Restaurant Patronage Behaviour in Pakistan: The Influence of Satiation, Alternative Attractiveness, and Word of Mouth with Place Attachment as a Moderator

This study investigates the interplay of satiation, alternative attractiveness, and place attachment on restaurant switching intentions in Pakistan, with a focus on the moderating role of place attachment. Additionally, it examines how switching intentions impact word-of-mouth and patronage behaviour. Data from 239 restaurant customers were collected via online surveys and analysed using SPSS 27.0 and Smart PLS 4.0 through Covariance-based Structural Equation Modelling (CB-SEM). Findings indicate that customer satiation significantly heightens switching intentions, while alternative attractiveness has a non-significant effect. Place attachment moderates these relationships, attenuating the positive impact of satiation on switching intentions and mitigating the negative impact of alternative attractiveness. Moreover, switching intentions positively influence word-of-mouth but do not significantly affect patronage behaviour. Implications for the Pakistani restaurant industry include enhancing customer satiation, exploring alternative attractiveness, fostering place attachment, leveraging word-of-mouth for promotion, and understanding the disconnect between switching intentions and patronage behaviour. Limitations pertain to the study's generalizability across cultures, suggesting future research directions focusing on diverse samples, cross-cultural settings, mixed-methods approaches, specific intervention strategies, and the influence of external variables such as economic conditions or public health emergencies on customer behaviour. This study contributes novel insights into the moderating role of place attachment and the complex dynamics among switching intentions, word-of-mouth, and patronage behaviour within the context of Pakistani restaurants.

O2O 플랫폼 품질이 자영업자의 디지털 전환에 미치는 영향

Purpose - With the increase of non-face-to-face activities due to the spread of COVID-19, O2O industry has grown rapidly which reduces contact points between suppliers and consumers. O2O platform is now recognized as an indispensable channel of distribution, but the voice is getting louder that it is necessary to check how it contributes to the performance of suppliers or how its fee system or contract terms affects the expansion of O2O industry as the leading companies tend to monopolize the market. Design/methodology/approach - In this study, the scope was limited to the restaurant industry in which transactions are the most active among the O2O industry and a regression analysis was done on 775 businesses that had used guarantor service from the Seoul Credit Guarantee Foundation. Findings - Analysis on the impact of O2O platform system, information, and service quality on the business performance of the sole proprietors revealed that the system quality represented by ease of use and the information quality determined by level of timely, accurate and reliable information provided to the consumers have a statistically significant effect on the improvement of business performance. In addition, the effect of business performance on the loyalty measured by the likelihood of users continuing to use the service as well as recommending it to others was moderated by the satisfaction with contract terms, not by the fee system. Research implications or Originality - Although the number of O2O platform providers has increased manyfold, the membership rate is no more than 20%, which means that the small business owners are still struggling with digital transformation. In order for the O2O industry, which is now commonplace, to form a healthy ecosystem that satisfies both suppliers and consumers, the standard contract guidelines that are acceptable to both parties must be established and the O2O providers must offer services that help suppliers to improve performance.

Navigating change: examining the influence of COVID-19 on knowledge-sharing dynamics in family firms within the restaurant and fast-food industry

PurposeThis study aims to examine the impact of the COVID-19 pandemic on knowledge-sharing drivers in small- and medium-sized family firms within the restaurant and fast-food industry. The pandemic has led to significant changes in business culture and consumer behaviour, accelerating digital transformation, disruptions in global supply chains and emerging new business opportunities. These changes have also influenced knowledge sharing (KS) and its underlying drivers.Design/methodology/approachTo address the research objectives, a two-phase study was conducted. In the first phase, an exploratory analysis using the Delphi method was used to identify the essential drivers and factors of KS in family businesses (FBs). This phase aimed to establish a conceptual model for the study. In the second phase, confirmatory factor analysis was conducted to analyse the impact of the COVID-19 pandemic on the identified knowledge-sharing drivers. The study examined both the pre-pandemic and post-pandemic periods to capture the shifts in attitudes towards KS.FindingsThe findings indicate a significant shift in attitudes towards knowledge-sharing drivers. Before the pandemic, organisational drivers played a central role in KS. However, after the emergence of the pandemic, technological drivers became more prominent. This shift highlights the impact of the COVID-19 pandemic on KS within FB.Originality/valueThe research contributes to understanding knowledge-sharing in the context of FBs and sheds light on the specific effects of the COVID-19 pandemic on knowledge-sharing drivers. The insights gained from this study can inform strategies and practices aimed at enhancing KS in similar organisational settings.

Répugnant : le harcèlement sexuel dans l’industrie de la restauration – la face cachée de la restauration

A review of Annika Lusis's contemporary art piece, Distasteful: Sexual Harassment in the Restaurant Industry , presented as part of the Exploration Gallery at the 2023 Canadian Association of Food Studies (CAFS) Conference.

Indies: Who Are They? Why Are They an Important Demographic Segment of Fast-Casual Restaurants?

Individuals define their social identity by going through self-identification where they associate with the group’s social identity. Marketing managers of fast-casual restaurants categorize groups of people so they can have a social identity in their locations. Nowadays, consumers are interested in superior quality food, healthier options, and a clean eating environment coupled with excellent customer service; the fast-casual restaurant is a mix of “quick-service” and “full-service” segments and has been the current trend in the restaurant industry. There is a growing interest in the market segmentation of fast-casual customers; however, there is limited research about the Indies.

Sustainability policies adoption within Italian Michelin‐starred restaurants: From external drivers to costs

AbstractThe purpose of the research is to investigate the increasing importance of the role of sustainability in high‐end restaurants, specifically in those awarded Michelin stars. The focus is on the role sustainability plays as a crucial element in the state‐of‐the‐art of fine‐dining business given that restaurants are challenged to reconsider the noteworthiness of new sustainable imperatives. The study is based on a questionnaire survey carried out with over 70 owners and chefs from Italian Michelin‐starred restaurants. The results show a clear tendency towards sustainability and an increasing attention towards this trend, emphasizing its peculiarities for the restaurant industry, which is indicates profound changes. More specifically, 35% of the variance in internal sustainability policies adoption is explained by external drives related to sustainability and customers' demands of sustainability. The data collected relies on an Italian sample, but the results are useful to understand the sustainability imperatives for the Michelin‐stars restaurants worldwide as the Italian food service industry is often deemed as iconic. The study advances new insights into the future of the sustainable restaurant industry. The results of research are based on a novel research design and empirical survey capturing the state‐of‐the‐art of sustainability policies adoption in the case of Michelin‐starred restaurants.

Personnel turnover and its impact on the restaurant industry in Veracruz, Mexico

Personnel turnover and its impact on the restaurant industry in Veracruz, Mexico

What is beautiful is good: attractive avatars for healthier dining and satisfaction

PurposeAs technology increasingly integrates into the restaurant industry, avatar servers present a promising avenue for promoting healthier dining habits. Grounded in the halo effect theory and social comparison theory, this study aims to delve into the influence of avatars' appearance, humor and persuasion on healthier choices and customer satisfaction.Design/methodology/approachThis paper comprises three experimental studies. Study 1 manipulates avatar appearance (supermodel-looking vs normal-looking) to examine its effects on perceived attractiveness, warmth and relatability. These factors influence customer satisfaction and healthy food choices through the psychological mechanisms of social comparison and aspirational appeal. Studies 2 and 3 further refine this theoretical model by assessing the interplay of appearance with humor (presence vs absence) and persuasion (health-oriented vs beauty-oriented), respectively.FindingsResults suggest that avatars resembling supermodels evoke stronger aspirational appeal and positive social comparison due to their attractiveness, thus bolstering healthier choices and customer satisfaction. Moreover, humor moderates the relationship between appearance and attractiveness, while persuasion moderates the effects of appearance on social comparison and aspirational appeal.Research limitations/implicationsThis research bridges the halo effect theory and social comparison theory, offering insights enriching the academic discourse on technology’s role in hospitality.Practical implicationsThe findings provide actionable insights for managers, tech developers and health advocates.Originality/valueDespite its significance, avatar design research in the hospitality sector has been overlooked. This study addresses this gap, offering a guideline for crafting attractive and persuasive avatars.

Employee Assistance Program Counseling in the U.S. Restaurant and Retail Trade Industry: Clinical and Work Outcome Risks and Results for 9,869 Cases at CuraLinc Healthcare

Employee Assistance Program Counseling in the U.S. Restaurant and Retail Trade Industry: Clinical and Work Outcome Risks and Results for 9,869 Cases at CuraLinc Healthcare

From hot pot to high tech: Haidilao’s transformation through digital technologies for sustainable business in the restaurant industry

The pandemic has brought many challenges to the restaurant industry but highlighted the importance of embracing digital transformation that enhances organisations’ competitive advantage and sustainable business. The success story of Haidilao, a popular hot pot restaurant, inspires those striving to overcome difficulties and learn from their digital transformation journey. By staying adaptable, proactive and customer-focused, Haidilao has leveraged digital platforms to offer new and innovative services, such as an online ordering and delivery, an intelligent kitchen, an innovative WeChat strategy and even a Cloud Video Conferencing Service to enhance the attractiveness of the dining experience. Haidilao’s story demonstrates the power of innovation and customer-centricity in driving successful digital transformations for sustainable business in the restaurant industry.

Recovery time of the hotel and restaurant sector in Indonesia after COVID-19 crisis: a survival analysis

PurposeThe COVID-19 pandemic severely impacted tourism, and the hotel and restaurant industry was the most affected sector, which faced issues related to business uncertainty and unemployment during the crisis. The analysis of recovery time and the influence factors is significant to support policymakers in developing an effective response and mitigating the risks associated with the tourism crisis. This study aims to investigate numerous factors affecting the recovery time of the hotel and restaurant sector after the COVID-19 crisis by using survival analysis.Design/methodology/approachThis study uses the quarterly value added with the observation time from quarter 1 in 2020 to quarter 1 in 2023 to measure the recovery status. The recovery time refers to the number of quarters needed for the hotel and restaurant sector to get value added equal to or exceed the value added before the crisis. This study applies survival models, including lognormal regression, Weibull regression, and Cox regression, to investigate the effect of numerous factors on the hazard ratio of recovery time of hotels and restaurants after the COVID-19 crisis. This model accommodates all cases, including “recovered” and “not recovered yet” areas.FindingsThe empirical findings represented that the Cox regression model stratified by the area type fit the data well. The priority tourism areas had a longer recovery time than the non-priority areas, but they had a higher probability of recovery from a crisis of the same magnitude. The size of the regional gross domestic product, decentralization funds, multiplier effect, recovery time of transportation, and recovery time of the service sector had a significant impact on the probability of recovery.Originality/valueThis study contributes to the literature by examining the recovery time of the hotel and restaurant sector across Indonesian provinces after the COVID-19 crisis. Employing survival analysis, this study identifies the pivotal factors affecting the probability of recovery. Moreover, this study stands as a pioneer in investigating the multiplier effect of the regional tourism and its impact on the speed of recovery.

Antecedents Word of Mouth Intention in the Restaurant Industry

A restaurant is a place that provides good service to all its customers, both in the form of food and drinks. This research aims to investigate the antecedents word of mouth intention This research uses a quantitative approach with a survey method. with a sample size of 102 respondents. The data collection tool in this study used an online questionnaire which was distributed to respondents using a non-probability sampling approach using a purposive sampling technique with the criteria of using respondents who visited the restaurant at least once a year. Data analysis using PLS-SEM. The contribution of this research is to expand the factors that influence positive customer feelings towards restaurants such as environmental quality, food quality, service quality, and comfort. Service Encounter and Awareness as mediation to explain its influence on word-of-mouth intention. The results show that food quality, personal interaction quality, physical environment quality, perceived value, Service Encounter, and Awareness have a significant effect on word-of-mouth intention. This research implies that there is an influence between food quality, personal interaction quality, physical environment quality, and perceived value with word-of-mouth intention, so it can be concluded that food quality and interaction quality can shape customer relationships in providing positive recommendations about restaurants so that customers will visit. return to the restaurant.