Restaurant Service Research Articles

Predictors of preventative behavior in the restaurant industry: learning from the COVID-19 pandemic

ABSTRACT This study used a structural model to analyze the health beliefs and prevention expectations of consumers in order to better understand their health risk behavior and their experience with restaurant precautionary measures. The findings indicated the perceived severity of COVID-19 during the pandemic led to a significant increase in the consumers’ preventative behaviors. Likewise, the customers’ perceived severity of the COVID-19 threat enhanced their concerns about the safety of restaurant service. Based on the moderating effect, we found that lower trust in restaurant precautionary measures weakened the otherwise positive relationship between the consumers’ perceived severity of the COVID-19 threat and their preventative behavior. Recommendations can help the restaurant prepare for future public health concerns.

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.

Understanding the online restaurant rating bias induced by air pollution and the underlying spatial and temporal effects

Using unique restaurant review data in the urban tourism system combined with air quality data in the Chinese context, we confirmed the air pollution-induced mood misattribution in terms of negative online restaurant rating bias. Further heterogeneity analyses grounded in expectancy-disconfirmation theory were conducted. Tests regarding air quality differences across geography (i.e. the spatial effect) show that good air quality in the city where a restaurant is located can induce a stronger online rating bias. Tourists, especially those who are from cities with poor air quality, tend to post biased online restaurant ratings on polluted days compared with their local peers. For locals, their online restaurant rating bias is additionally determined by air quality differences over time (i.e. the temporal effect), suggesting the significance of persistent air pollution rather than by air quality deterioration. Overall, our work highlights the importance of air pollution, an external environmental stimulus, in shaping consumers’ online rating bias towards restaurant services. This underscores the need for guidelines by regarding air pollution that inform sustainable urban planning and destination management.

Online customer-to-customer (C2C) incivility: impacts of managerial responses in digital customer service settings

PurposeThis research addressed online customer-to-customer (C2C) incivility during digital service recovery.Design/methodology/approachTo examine the effectiveness of managerial responses to online C2C incivility post a restaurant service failure, a 2 (Managerial response: general vs specific) x 2 (Failure severity: high vs low) quasi-experimental design was employed. A pretest was conducted with 123 restaurant consumers via Amazon Mechanical Turk, followed by a main study with 174 restaurant consumers. Taking a mixed-method approach, this research first asked open-ended questions to explore how participants perceived the restaurant’s motivation for providing a generic versus a specific response. Hayes’ (2013) PROCESS procedure was then performed for hypotheses testing.FindingsThe results revealed significant interaction effects of managerial responses and failure severity on perceived online service climate and revisit intention, mediated by trust with managerial responses.Originality/valueThis research yielded unique insight into C2C incivility management literature and industry practices in the context of digital customer service recovery.

Factors Affecting Towards Decision to Use Services of Luang Prabang Night Garden

The purpose of this research is to: 1) to study the situation of using restaurant services in Luangprabang Night gardenrestuarant, 2)to study the opinions of customers about Luangprabang Night garden restuarant 3) to find out the factors affect the decision to use services of Luangprabang Night garden restaurant. It wasa survey researchby using a questionnaire as a tool to collect and compile data from a sample group of 385 people.Use the SPSS version 20 program to find the frequency, percentage, mean value, standard deviation, and multiple regression equation to analyze the factors that affect the decision touseservicesthis restaurant. The results of the research found that the situationof the Luangprabang Night garden restuarantare that most of the consumers go to useservice 1-2 times permonth, and some go to there every day for aweek. The busiest time is between 6 o'clock and 8 o'clock in the evening. The opinion from the service users about Lat Lat Restaurant in the capital city is that after the customers have eaten at Luangprabang Night garden restuarant, they have the idea of recommending, persuading, and rewarding people they know to use the service and they think that they will come back to this placeagain. Also, the custommershave taken photos and record videos of Luangprabang Night garden restuarant to shareon Facebook (Facebook), Page, Website, etc. in order to persuade others to come toservice. At the same time, they also think that Luangprabang Night garden restuarant is the best place for having dinneroutside ofhome and they are very satisfied after the customers decide to use Luangprabang Night garden restuarant. The factors affect the decision to use Luangprabang Night garden restuarant are product factors, price factors, marketing promotion factors, operational process factors, physical characteristics factors and location factors with a statistical significance level of Sig <0.05.

Трансформація готельно-ресторанного обслуговування в умовах цифровізації

The article is dedicated to exploring the unique aspects and primary trends in the digital transformation of hotel and restaurant services. It has been demonstrated that the increasing competition, the drive for operational efficiency, and the enhancement of customer service quality are key drivers for the adoption of digital technologies in the hotel and restaurant industry. Understanding and meeting evolving consumer expectations, such as the preference for online ordering, swift transaction processing, and personalized service, is also crucial in this digital shift. It has been established that under the influence of digitalization processes in all spheres of life, modern restaurants are actively implementing digital technologies, which allow the automation and optimization of most operational processes. Despite the growth of digital activity, domestic restaurants have yet to achieve the same pace of digitalization as other industries or similar enterprises in specific global contexts. This is evidenced by the insufficiently high share of electronic sales (about 12%) and the low implementation of BIG DATA technologies (8.9%) in the management and analytics of hotel and restaurant businesses. Research has revealed that several digitalization tools are being rapidly integrated into restaurant services, including digital marketing, the development of digital food delivery platforms (FoodTech), automated management systems, and interactive technologies. The digital transformation of business processes in food service establishments not only enables swift adaptation to market changes but also significantly enhances the competitiveness of the restaurant business. It is argued that the effectiveness of hotel and restaurant service digitalization processes depends on the choice of the most optimal balance between software tools and digital instruments and the authentic characteristics of each restaurant, the target customer base, their tastes and preferences, and the image strategy of positioning in the food service market. Keywords: digitalization, digital tools, hotel and restaurant business, automated management systems, digital transformation of hotel and restaurant services, digital marketing.

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.

An online review-based method for dealing with exogenous shocks in the hospitality industry

To provide hospitality managers with an effective way to respond to exogenous shocks, this study proposes a quantitative opportunity score algorithm based on the primary effect of psychology and the affect-as-information theory. The proposed algorithm can assist managers in prioritizing service improvements by calculating the importance and performance of restaurant service attributes. Specifically, using the COVID-19 pandemic as an example, this study explores shifts in the importance and performance of restaurant service attributes under different degrees of restrictions based on online reviews. The results of this study show that whether or not restaurants take measures to respond to the pandemic and the different degrees of restrictions have an impact on the importance and performance of service attributes, which means that managers develop eventual service improvement strategies differently. This study not only provides insights and management recommendations for hospitality managers to deal with the post-epidemic but also provides methodological support for hospitality managers to further respond to other exogenous shocks.

Optimizing the Quality of Services, Products and Digital Promotions for Restaurants and Restaurants on Satisfaction and Interest Guests Revisit the City Entrance Area Parapat Tourism in Simalungun Regency

The Parapat area also highlights culinary diversity with unique eateries and restaurants as well as cafes offering various culinary experiences. Gumarang Restaurant presents a rich Minang culinary experience, inviting guests to enjoy delicious and traditional dishes. Meanwhile, Sehat Restaurant brings uniqueness to each of its dishes with creative touches, creating an unforgettable dining experience for consumers. On the other hand, the Kantor Pos Parapat Cafe emphasizes a relaxed atmosphere combined with practical service, offering comfort to guests seeking an enjoyable dining experience.This research aims to optimize the quality of service, products, and digital promotion in similar eateries and restaurants, focusing on their impact on consumer satisfaction and interest in revisiting the area. This study is of a quantitative nature. The population identified in this research consists of business owners, consumers, and employees located in the Entrance Area of Parapat Tourist City in Simalungun Regency. The sampling technique used is purposive sampling with a sample size of 97 respondents. The data is then analyzed using the partial least squares method using SmartPLS 4.0 software. The results of this study indicate that service quality has a positive and significant effect on consumer satisfaction, product quality has a positive and significant effect on consumer satisfaction, digital promotion of eateries and restaurants has a positive and significant effect on consumer satisfaction, consumer satisfaction has a positive and significant effect on the intention of consumers to revisit. The consumer satisfaction variable is able to mediate the influence of service quality, product quality, and digital promotion on the intention of consumers to revisit.

Analysis of Service Effectiveness on Customer Satisfaction in the Food & Beverage Bussiness in Tarutung, North Tapanuli - North Sumatra

The aim of this research is to determine the impact of service towards the consumer satisfaction, and the use of digital technology in service operations in the food and beverage business in Tarutung, North Tapanuli. The data processing techniques were obtained through distributing questionnaires to 80 respondents. The data analysis technique used is simple regression analysis. The research shows that a). physical appearance variables have a significant negative effect on consumer satisfaction; the reliability variable has an insignificant positive effect on consumer satisfaction; the responsiveness variable has a negative/insignificant effect on consumer satisfaction; the concern variable has a negative/insignificant effect on consumer satisfaction; and the guarantee variable has a significant effect on consumer satisfaction. The variables that have a dominant influence are the physical appearance variable and the guarantee variable which has a significant influence on consumer satisfaction. This means that service effectiveness (reliability, response has a positive and significant effect on consumer or customer satisfaction in the food and beverage business "is proven empirically and is acceptable, b) the use of technology in food and beverage café and restaurant services in Tarutung City still tends to be limited and low

The Impact of Restaurant Service Quality on Online Word-Of-Mouth of Customers in Ho Chi Minh City: The Mediating Role of Customer Satisfaction

The Impact of Restaurant Service Quality on Online Word-Of-Mouth of Customers in Ho Chi Minh City: The Mediating Role of Customer Satisfaction

Requirements classification in Kano Model – from strict categories to satisfaction and dissatisfaction potential

Many approaches to requirements classification in the Kano model use strict categories defined in the past – attractive, onedimensional, must-be, indifferent, and reverse. This study aims to design a user-friendly tool for a relatively accurate understanding of the impact of customer requirements fulfillment on satisfaction and dissatisfaction. To date, no study has been published that systematically integrates the satisfaction and dissatisfaction effect of requirements without the need to specify categories of requirements. The proposed approach is based on defining the satisfaction potential (SP) and dissatisfaction potential (DP) of each requirement. Curve shapes for all valid categories in the 5 × 5 Kano evaluation sheet were used to determine SP and DP. At the same time, a new Kano evaluation sheet was designed containing predefined SP and DP values, which allow easier classification of requirements. A case study of requirements on restaurant services was used to validate the new approach. Results show higher accuracy and simplicity of the approach.

Study on the Impact of Multi-brand Strategy on Perceived Value and Consumption Intention: A Case of the Chain Restaurant Industry

Abstract The restaurant service industry is highly competitive, and in recent years, multi-brand strategies have gained increasing importance. By differentiating various brands, businesses can cater to diverse consumer needs and preferences, thereby enhancing their market share. This study explores the impact of multi-brand strategies on the restaurant service industry, focusing on whether perceived value influences consumer purchase intentions within a multi-brand context. The findings aim to help businesses understand the advantages of developing multi-brand strategies and provide actionable recommendations. Using a survey methodology, this study collected and analyzed 238 valid samples. The results indicate that the development of multi-brand strategies positively impacts both the perceived value and the purchase intentions of consumers in the restaurant service industry, enhancing their perception and willingness to engage with the services offered. Keywords: Multi-brand, Perceived Value, Consumption Intention.

Review of the all-you-can-eat restaurant concept based on Islamic business ethics to assist the development of the national halal ecosystem

All you can eat is a restaurant or restaurant service that has a menu sales system based on only one payment for all available menus with a buffet or buffet concept with a certain time limit. In Indonesia, many restaurants or places to eat have provided all you can eat because of the pretext of attracting customers and increasing turnover. However, there are still many places to eat that provide non-halal menus that are contrary to Indonesia's vision as a global halal center in 2024. In this study, a qualitative descriptive method was used with literature and Islamic business ethics as a supporting study. The purpose of this study is to conceptually describe all you can it in accordance with Islamic business ethics and support the creation of a halal ecosystem in Indonesia. So that it can produce research output that can be used as a reference later for restaurants or restaurants that provide an all you can it menu that is in accordance with the principles of Islamic business ethics and still maintains halal status.

확장된 자기효능감 기반 가치수용모델을 적용한 셀프서비스기술 수용의도

This study aims to explore the structural relationships between older customers' technological self-efficacy, personal innovativeness, perceived values (social, utilitarian, hedonic), attitudes, and behavioral intentions regarding technology-based, contactless services in hotels and restaurants. The survey, based on previous research, targeted customers over 50 who have experience using Self-Service Technologies (SST) in the hotel and restaurant sector, with a final valid sample of 228 respondents included in the analysis. The conclusions from this study's hypothesis testing are as follows: First, senior customers' technological self-efficacy positively impacts utilitarian value but negatively impacts social value. However, it does not significantly affect hedonic value or behavioral intentions. Second, personal innovativeness positively impacts social, utilitarian, and hedonic values, with the most significant enhancement observed in hedonic value. It also significantly influences behavioral intentions. Third, while utilitarian and hedonic values positively affect attitudes, social value does not have a significant impact on attitudes. Fourth, the attitude of senior customers towards SST positively influences their behavioral intentions. These findings suggest that efforts to enhance the technological self-efficacy of the senior customer segment could strengthen functional interactions with technology, thereby enhancing the adoption intentions of SSTs in the hotel and restaurant industries.

Analysis of the Cultural Dimensions of Indonesian People on Purchase Decisions: A Case Study of Karen's Diner Restaurant in Indonesia

This study uses a constructivist paradigm and a qualitative approach to analyse six elements of Hofstede's Cultural Dimensions Theory. Data analysis was taken from four viral tweets collected with the keyword Karen's Diner on Twitter from December 15 to 22, 2022. The study results show that six elements of the Cultural Dimensions Theory are inherent in Indonesian consumers, so they oppose the concept of service presented by Karen's Diner. The element of power distance applies where most Indonesian people have been instilled with the idea that "the buyer is the king", so they do not tolerate the slightest bad action done by the seller. Uncertainty avoidance applies when the Indonesian people protest and urge Karen's Diner Indonesia to make clear written regulations and improve the restaurant's service procedures. The element of masculinity or femininity is represented by netizens who think the restaurant's existence will disappear quickly amid competition in the dynamic Indonesian F&B industry. The Long Term vs Short Term Orientation element applies where the public considers the concept of Karen's Diner Indonesia service intolerable and raises concerns about behavioural deviations in the future. The Indulgence vs Restraint element is represented by people who oppose things that can potentially offend Eastern norms, one of which is product marketing.

Analisis Faktor-Faktor Yang Mempengaruhi Retensi Karyawan

Sumba Kitchen offers a variety of food menus. Not just local specialty food. There is also a menu of Indonesian food such as meatballs, rawon, fried noodles and processed sea fish. There are also western dishes such as pizza, burgers and spaghetti. So for those of you who find it difficult or afraid to enjoy new dishes, you can choose Indonesian and Western menus which are already familiar to your tongue, this could be a solution. Another interesting thing apart from opening a restaurant and cafe, the owner of Dapur Sumba also opened a bakery called Galaxy Bakeries. So for tourists who want to buy snacks to snack on while traveling or who intend to buy souvenirs for people at home, you can buy them here. Dapur Sumba also provides HR (Human Resources) who are qualified to provide services in restaurants, cafes and bakeries. . The human resources prepared by the owner of Dapur Sumba are in the form of (reliability, responsiveness and empathy). This research aims to analyze the influence of service quality on customer satisfaction. There are three hypotheses developed in this research, namely: 1) Customer quality has a positive effect on customer satisfaction. Data collection method is through distributing questionnaires to respondents directly. The respondents in this research were Sumba Kitchen customers. The number of questionnaires distributed was 98. The test technique used uses a validity test and a reliability test. Testing the first and second hypotheses uses a simple linear regression test. The research results show that service quality has a positive and significant effect on customer satisfaction

SCANDINE Revolutionizing Restaurant Service: Exploring the Impact of ScanDine Innovations

Abstract – This essay investigates how ScanDine innovations have revolutionized restaurant service in the hotel sector. ScanDine systems are the result of the considerable change of traditional ordering and dining practices brought about by the introduction of digital technologies. Using their smartphones or other electronic devices, patrons can use these systems to engage with restaurant services, make orders, and see menus. This study explores the diverse impacts of these technologies on patrons, restaurant employees, and owners through a thorough examination of ScanDine installations. This study investigates the efficiency improvements, customer satisfaction levels, and operational advances made possible by ScanDine technology by utilizing case studies, empirical data, and current literature. Additionally, it examines the potential and difficulties related to the implementation and adoption of ScanDine. Keywords – Restaurant service, Innovation, Digital technology, Hospitality industry, Customer experience, Efficiency, Mobile ordering, Operational enhancements, Technology adoption

Hubungan Komitmen Organisasi Terhadap Prestasi Guru Di Sekolah

Sumba Kitchen offers a variety of food menus. Not just local specialty food. There is also a menu of Indonesian food such as meatballs, rawon, fried noodles and processed sea fish. There are also western dishes such as pizza, burgers and spaghetti. So for those of you who find it difficult or afraid to enjoy new dishes, you can choose Indonesian and Western menus which are already familiar to your tongue, this could be a solution. Another interesting thing apart from opening a restaurant and cafe, the owner of Dapur Sumba also opened a bakery called Galaxy Bakeries. So for tourists who want to buy snacks to snack on while traveling or who intend to buy souvenirs for people at home, you can buy them here. Dapur Sumba also provides HR (Human Resources) who are qualified to provide services in restaurants, cafes and bakeries. The human resources prepared by the owner of Dapur Sumba are in the form of (reliability, responsiveness and empathy). This research aims to analyze the influence of service quality on customer satisfaction. There are three hypotheses developed in this research, namely: 1) Customer quality has a positive effect on customer satisfaction. Data collection method is through distributing questionnaires to respondents directly. The respondents in this research were Sumba Kitchen customers. The number of questionnaires distributed was 98. The test technique used uses a validity test and a reliability test. Testing the first and second hypotheses uses a simple linear regression test. The research results show that service quality has a positive and significant effect on customer satisfaction

Pengaruh Motivasi Belajar Terhadap Mata Kuliah Metodologi Penulisan Ilmiah

Sumba Kitchen offers a variety of food menus. Not just local specialty food. There is also a menu of Indonesian food such as meatballs, rawon, fried noodles and processed sea fish. There are also western dishes such as pizza, burgers and spaghetti. So for those of you who find it difficult or afraid to enjoy new dishes, you can choose Indonesian and Western menus which are already familiar to your tongue, this could be a solution. Another interesting thing apart from opening a restaurant and cafe, the owner of Dapur Sumba also opened a bakery called Galaxy Bakeries. So for tourists who want to buy snacks to snack on while traveling or who intend to buy souvenirs for people at home, you can buy them here. Dapur Sumba also provides HR (Human Resources) who are qualified to provide services in restaurants, cafes and bakeries. . The human resources prepared by the owner of Dapur Sumba are in the form of (reliability, responsiveness and empathy). This research aims to analyze the influence of service quality on customer satisfaction. There are three hypotheses developed in this research, namely: 1) Customer quality has a positive effect on customer satisfaction. Data collection method is through distributing questionnaires to respondents directly. The respondents in this research were Sumba Kitchen customers. The number of questionnaires distributed was 98. The test technique used uses a validity test and a reliability test. Testing the first and second hypotheses uses a simple linear regression test. The research results show that service quality has a positive and significant effect on customer satisfaction