Journal of Hospitality & Tourism Research RSS feed -- OnlineFirst Articles

Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price

Ryu, K., Han, H. — Tue, 27 Oct 2009 15:34:09 PDT

This study examined the relationships between three determinants of quality dimensions (predictors: food, service, and physical environment), price (moderator), and satisfaction and behavioral intention (criterion) in quick-casual restaurants. Despite the importance of food-service quality, academics and managers know relatively little about how the combined effects of quality (food, service, and physical environment) elicit customer satisfaction which, in turn, affects behavioral intention. Hierarchical multiple regression analysis with interactions showed that quality of food, service, and physical environment were all significant determinants of customer satisfaction. In addition, perceived price acted as a moderator in the satisfaction formation process. Finally, the results indicated that customer satisfaction is indeed a significant predictor of behavioral intention. The findings may provide restaurateurs with a guideline for enhancing customer satisfaction and behavioral intention level.

Travelers' Takes on Hotel-Restaurant Co-Branding: Insights for China

Guillet, B. D., Tasci, A. D. A. — Tue, 27 Oct 2009 15:34:09 PDT

Co-branding, or the collaboration of two or more brands to reach the objectives of all brands involved, is a strategic business option for many hotels and restaurants in the Western world, especially the United States and Europe. But many questions remain unanswered about hotel-restaurant co-branding in the Eastern world, especially in China, one of the world’s fastest growing and most promising tourism markets. As a new venue of inquiry within tourism and hospitality, co-branding has been investigated by only a few researchers, and mainly from the perspective of the industry in the West. The objective of the current study was to shed light on consumer perspectives in the East and to examine empirically how hotel-restaurant partnerships in China are potentially perceived by consumers of diverse characteristics. The findings indicate several opportunities, as well as threats, for both hotels and restaurants as potential co-branding partners in the Chinese market. The research and the practical implications are provided.

Menu Engineering Using Activity-Based Costing: An Exploratory Study Using a Profit Factor Comparison Approach

Raab, C., Mayer, K., Shoemaker, S. — Thu, 22 Oct 2009 15:10:07 PDT

Traditional cost accounting systems have been replaced in the manufacturing sector by activity-based costing (ABC) systems. Now in wide use by manufacturing firms, ABC has made few inroads in the services and hospitality sector, including the restaurant industry. Several recent studies have begun to reverse this trend by applying ABC to restaurants. This study extends those works by creating an ABC menu engineering (ME) analysis, and comparing the results with traditional ME results. Four hypotheses were constructed that tested the relationships between the restaurant manager’s perceptions, traditional ME methods, and ABC-based ME. The results suggest that ABC-based ME may be a feasible alternative for examining menu profitability.

Toward a Theory of Restaurant Decor: An Empirical Examination of Italian Restaurants in Manhattan

Rahman, N. — Wed, 21 Oct 2009 11:00:39 PDT

Restaurants have seldom been the subject of theory-driven empirical research. Moreover, extant literature has generally focused on food and service quality issues, ignoring décor as a key influencing factor in restaurant performance. Hence, we have much data on restaurants but limited useful understanding of restaurant décor. This study addresses the gap by examining décor of restaurants from an evolutionary theoretic and classical economics perspective. Age and competitive intensity are introduced as the predictor variables affecting the décor of restaurants. OLS regression analysis of 243 Italian restaurants in Manhattan finds that age and competitive intensity are negatively associated with décor, and competitive intensity exacerbates the extant negative association between age and décor.

A Taxonomy of Academic Quality Indicators for U.S.-Based 4-Year Undergraduate Hospitality Management Programs

Assante, L. M., Huffman, L., Harp, S. S. — Wed, 21 Oct 2009 11:00:40 PDT

The purpose of the study was to classify quality indicators into unique construct groups. Seventy-two quality indicators were investigated as predictors of undergraduate hospitality management program excellence. A multidimensional approach was used on a sample of 277 stakeholders to answer relevant research questions. By cluster analysis of primary quality indicators for undergraduate hospitality management programs, three construct groups were identified: (a) students/alumni, industry support, faculty; (b) facilities, curriculum; and (c) research. Furthermore, results showed these groups to be unique in quality indicator characteristics. Implications for hospitality management program planning and assessment and suggestions for further research are discussed.

Consumer Goals and the Service Encounter: Evaluating Goal Importance and the Moderating Effect of Goal Progress on Satisfaction Formation

Noone, B. M., Mattila, A. S. — Mon, 19 Oct 2009 14:09:10 PDT

This study examines the stability of consumer goal importance across consumption episodes within the service encounter and the role of goal progress in the attribute– consumer satisfaction relationship in the context of restaurant experiences. Results indicate that consumers pursue multiple goals within the consumption experience, and the importance of those goals differs across consumption episodes within the experience. Using pace as a service attribute, it was found that goal progress moderates the impact of service attributes on consumer satisfaction. Satisfaction was high regardless of pace when goal progress was high. At low levels of goal progress, a moderate pace resulted in higher satisfaction than a slow or a fast pace. Implications for hospitality managers are discussed.

Tour Guide Performance and Tourist Satisfaction: A Study of the Package Tours in Shanghai

Huang, S., Hsu, C. H.C., Chan, A. — Mon, 19 Oct 2009 14:09:10 PDT

This study examines tour guide performance and its relationship with tourist satisfaction in the context of package tours in Shanghai. A multilayer framework of tourist satisfaction in the package tour context is proposed. Tourist satisfaction was conceptualized to include three aspects/layers: satisfaction with guiding service, satisfaction with tour services, and satisfaction with the overall tour experience. Tour guide performance was found to have a significant direct effect on tourist satisfaction with guiding service and an indirect effect on satisfaction with tour services and with tour experience. Satisfaction with guiding service positively affected satisfaction with tour services but showed no direct effect on satisfaction with the overall tour experience. However, indirect effect of satisfaction with guiding service on satisfaction with tour experience mediated by satisfaction with tour services was significant. Implications for tour operators and government agencies are discussed.

Financial Impacts of Socially Responsible Activities on Airline Companies

Lee, S., Park, S.-Y. — Mon, 19 Oct 2009 14:09:10 PDT

Although the concept of corporate social responsibility (CSR) has been recognized as an important ingredient for business success, the relationship between CSR and companies’ financial performance has been inconclusive and rarely examined in the airline industry. This study examines the impacts of CSR on airline companies’ financial performance in terms of accounting and value performance. In addition, the study investigates linear, quadratic, and cubic relationships between CSR and firm performance. Results show support for a positive and linear impact of CSR on value performance but not on accounting performance for airline companies. The findings can provide airline corporate executives with practical knowledge with which to strategically develop better business plans that incorporate CSR activities.

Does Cultural Difference Affect Customer's Response in a Crowded Restaurant Environment? A Comparison of American Versus Chinese Customers

Kim, D.-Y., Wen, L., Doh, K. — Mon, 19 Oct 2009 14:09:09 PDT

This study focused on demonstrating cultural differences between American and Chinese people in terms of a customer’s perception of congestion and attribution in a crowded restaurant environment setting. It has been noted that culture has a substantial impact on a customer’s affection and judgment. Congestion in service environments is a critical antecedent of a customer’s evaluation of service quality. Considering the two main themes, this study examined how cultural differences play a role in explaining a customer’s attribution within the context of a crowded restaurant. Through the study of customers from two different cultures, participants’ responses regarding a similarly crowded environment in a restaurant were compared. This research reveals that cultural differences exist between the individuals from the two countries in terms of perceived congestion and customer attribution.

The Role and Effect of Job Satisfaction and Empowerment on Customers' Perception of Service Quality: A Study in the Restaurant Industry

Gazzoli, G., Hancer, M., Park, Y. — Mon, 19 Oct 2009 14:09:09 PDT

Empowerment, job satisfaction, and customer’s perception of service quality have been extensively researched in a multitude of industries. Although the service quality literature points out the importance of managing service quality from both customers’ and employees’ views, only a few studies have jointly considered an employee–customer research design. This study examined the answers from 474 restaurant contact employees and their 1,259 customers to determine the effects of empowerment and job satisfaction on customers’ perception of service quality. The uniqueness of this study is in its service quality variable used in the structural model. Whereas previous research based the service quality variable on the SERVQUAL conceptualization and measurement, this study conceptualized customers’ perceived service quality variable according to the "hierarchical approach" model and used the performanceonly index for its measurement. Findings suggest that empowerment and job satisfaction have a significant impact on customers’ perception of service quality. Implications of the findings are discussed in detail.

International Hotel Meeting Contract Clauses: A Comparison of Multiple Destinations

Boo, S., Hillard, T., Jin, H. — Tue, 13 Oct 2009 11:42:12 PDT

Meetings and conventions are a global business. To negotiate effectively, meeting planners must be aware of the differences in typical hotel meeting contracts in different parts of the world. Likewise, hotel sales representatives need to understand the expectations of international meeting planners. This study was designed to explore differences in meeting contract clauses and examine the relative importance of specific contract clauses to international hotel sales representatives in different global cities—Shanghai, Toronto, and Washington, D.C. Results confirmed that there were differences in the frequency of inclusion of meeting contract clauses not only between hotels in the three cities just mentioned but also between U.S. brand hotels and non-U.S. brand hotels. Among the meeting contract clauses, "Attrition," "Cancellation by group," "Deposits," and "Force majeure" were relatively important across the three destinations. In addition, "Disability accommodation" and "Dispute resolution" were the salient clauses differentiating Washington from Toronto and Shanghai, and differentiating Toronto from Shanghai and Washington.

Destination Branding Case Study: Tracking Brand Equity for an Emerging Destination Between 2003 and 2007

Pike, S. — Tue, 13 Oct 2009 11:42:12 PDT

Place branding has become a major focus of operations for destination marketing organizations (DMOs) striving for differentiation in cluttered markets. The topic of destination branding has only received attention in the tourism literature since the late 1990s, and there has been relatively little research reported in relation to analyzing destination brand effectiveness over time. This article reports an attempt to operationalize the concept of consumer-based brand equity (CBBE) for an emerging destination over two points in time. The purpose of the project was to track the effectiveness of the brand in 2007 against benchmarks that were established in a 2003 study at the commencement of a new destination brand campaign. The key finding was there was no change in perceived performance for the destination across the brand’s performance indicators and CBBE dimensions. Because of the common challenges faced by DMOs worldwide, it is suggested the CBBE hierarchy provides destination marketers with a practical tool for evaluating brand performance over time.