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Due to COVID-19 restrictions, many restaurants were forced to discontinue in-person service, either by locking down or finding alternative methods of operation. Despite the fact that, in the United States of America, digital restaurants have already been established for many years, in Greece, this phenomenon became popular during the pandemic. These delivery-only companies operate exclusively online, allowing customers to place orders from restaurants without a physical location. This has revolutionized the process of ordering food, as customers can browse digital menus, view images, and utilize other options provided by digital food technology. As a result, customers have had new experiences with food thanks to digital eateries during the pandemic. This research study is quantitative and utilized a questionnaire distributed to 1097 participating consumers over the internet. The sample was selected using straightforward random sampling, where each member of the population had an equal and unique chance of participating in the survey. The data were collected over a period of 2 months. [ABSTRACT FROM AUTHOR]

Recent findings indicate that one-third of man-made greenhouse gas emissions are due to the global food system. Given these findings, several food retailers and restaurants have been exploring ways to communicate carbon dioxide equivalent (CO2e) information to consumers to provide objectively reliable estimates of emissions associated with individual menu items. Drawing from these retailer innovations and literatures on choice architecture and restaurant calorie labeling, we assess how consumer perceptions about CO2e emissions correspond to objective levels for a pool of restaurant items. We then show how various disclosures of CO2e emissions information, including positive, negative, and neutral formats, may affect results. We also show how CO2e disclosures lead to favorable restaurant outcomes, both directly and indirectly. Results have implications for restaurant management interested in disclosing emission information to consumers and for governmental and nongovernmental agencies interested in marketplace innovations to address global climate change. [ABSTRACT FROM AUTHOR]

There is a contradictory dynamic in how Instagram seems to promote both profligate consumption habits in disregard of health and unprecedented health anxieties where people micromanage every ingredient they consume. Far from inhabiting disparate social worlds, these themes often coalesce within the same image. We argue that this phenomenon reflects consumers' attempts to navigate a neoliberal double bind that simultaneously pressures them toward both dysfunctional extremes. By emphasizing the centrality of a politics of indulgence to US ideological warfare, especially during the Green Revolution, we interrogate a key limitation of much critical food scholarship in its reductive equation of whiteness and power with food discipline and thinness. We draw on postcolonial scholarship on mestiza/o whiteness and code-switching to argue that neocolonial privilege is better understood as the mobility to code-switch between the vocabularies of discipline and indulgence without being confined to one or the other. Then, we analyze Instagram food posts taken by customers at organic restaurants in urban Philippines, reading them as innovative but never innocent contestations against the double binds of discipline/indulgence and mestiza/o whiteness while highlighting the rich historical and cultural contingency of their meaning-making. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this study is to examine the effect on the customer brand engagement (CBE) of followers of an eco-friendly restaurant of their perceptions of the originality of the firm-generated content posted online by the restaurant and the effect of CBE on brand advocacy and behavioural intentions to visit the restaurant, paying special attention to the moderating role of past visits to the restaurant. Design/methodology/approach: The hypotheses were tested using structural equation modelling with a sample of 491 female Instagram users who follow the online account of a particular eco-friendly dining establishment. Two group comparisons were conducted to test the moderating effects in relationships between CBE and consumer–brand interactions (behavioural intentions to visit the restaurant and brand advocacy). Findings: Followers' perceptions of the originality of the material posted by the eco-friendly restaurant had a positive influence on CBE which, in turn, affected brand advocacy and behavioural intentions to visit the restaurant. Past visits moderated the relationship between CBE and consumer–brand interactions. Practical implications: This study offers restaurants an understanding of how to develop marketing strategies targeted at females on visual-based social networks; it is shown that original posts encourage favourable responses, such as CBE, brand advocacy and behavioural intentions. Managers should organise events and invite their female followers to visit the restaurant. Originality/value: This study adds to the knowledge about customer engagement by explaining how firm-generated content posted on Instagram drives CBE and provides specific suggestions as to how restauranteurs might engage online with their clients. This study goes beyond direct effects and analyses the moderating role of past visits to the restaurant on the relationships between CBE and consumer–brand interactions (visiting intentions and brand advocacy). [ABSTRACT FROM AUTHOR]

The recent COVID‐19 pandemic experience intensified the significance of hygiene in the service industry. It is crucial to measure how service practice adaptations and technology adoptions in servicescapes have been perceived by customers regarding hygiene in the post‐COVID‐19 era. However, the extant hygiene scales do not serve the purpose to measure hygiene contributions of technology‐specific and service practice‐specific changes. Thus, the purpose of this research was to develop a multi‐item unidimensional perceived hygiene construct. Sequential mixed‐methods research (Qual‐Quan) was employed. Participants were sampled among restaurant patrons. A four‐item perceived hygiene development (pHd) construct was successfully developed. Hospitality and service researchers and practitioners can utilize this scale to measure perceived hygiene improvements of particular technology adoptions and service practice adaptations in service settings. [ABSTRACT FROM AUTHOR]

The restaurant industry has yet to fully embrace revenue management (RM) in the form of peak-load pricing. Restaurateurs fear customers' reactions to price increases could negatively impact their satisfaction and return intentions. In this study an experimental design was used to examine if the explanation provided to customers of a hypothetical restaurant that implemented peak-load menu pricing during periods of high (peak) demand would predict customers' reactions. Reactions assessed included respondents' suspicion of the restaurant, perceptions of pricing fairness and price-value, satisfaction, and return intentions. Additionally, the moderating effects of customers' familiarity with RM and the direct effects of decisional control and income were assessed. Data from 409 respondents showed that higher suspicion was negatively associated with perceptions of pricing fairness and price-value, satisfaction, and return intentions during peak-demand periods (weekends). These lower return intentions, however, were also found for off-peak demand periods (weekdays) when no price increase had been implemented. The results suggest that suspicion, once activated, can lead to customer loss during both peak and off-peak demand periods, and that restaurant operators wanting to use peak-load pricing must carefully consider various factors in its implementation. [ABSTRACT FROM AUTHOR]

Cheese dips are an expanding category sold as ready to eat (RTE) in grocery stores or served hot in restaurants (RST). The purpose of this study was to determine key consumer attributes for cheese dips and evaluate if key drivers of purchase for cheese dips were distinct between grocery store or restaurant purchase. An online survey (n = 931) was conducted. Participants were asked two different sets of questions based on the location they most frequently purchased and consumed cheese dip in the past 6 months, at a restaurant (n = 480) or from a grocery store (n = 451). Consumers first evaluated psychographic and agree/disagree questions regarding cheese dip and then completed maximum difference exercises focused on color and other extrinsic cheese dip attributes. Finally, an adaptive choice‐based conjoint was used to determine the relative importance of cheese dip attributes. Clustering of conjoint utility scores revealed differences in preference for spiciness, but similar preferences for other attributes within both consumer groups. RTE and RST consumers indicated that their ideal cheese dip was white in color, moderately thick, and of medium spiciness with small visible pepper pieces and jalapeno pepper flavor. For both consumer groups, spiciness was the most important characteristic of cheese dips, followed by package for RTE consumers and pepper flavor and consistency for RST consumers. Regardless of consumption context, consumers have similar ideal characteristics for cheese dips. Practical Application: The primary drivers of purchase for cheese dip consumers are similar, regardless of context. Segmentation of consumer preferences reveals opportunities for product innovation. The data collected will aid in product development of cheese dips that better meet the needs of consumers. [ABSTRACT FROM AUTHOR]

This study explores consumers' restaurant dining perceptions and experiences during the COVID-19 era to propose a model of restaurant dining perceptions and experiences during a pandemic. Therefore, it also examines the link between restaurant dining perceptions and experiences. Adopting a qualitative approach, semi-structured interviews were conducted with restaurant consumers and examined through content analysis. The findings reveal that consumers' fear and anxiety cause them to keep away from dining out at restaurants. Furthermore, restaurant experience is mainly determined by consumers' negative perceptions and restaurant choosing criteria. Finally, a model explaining the inter-relationships of restaurant dining perceptions, experiences, and restaurant selecting criteria was presented. This paper fills the gap in the literature by exploring Turkish customers' restaurant dining perceptions and experiences during the COVID-19 health crisis. Understanding restaurant customers' dining perceptions and experiences will be beneficial for both scholars and practitioners to draw a picture of restaurant customers' perceptions and experiences during a pandemic. [ABSTRACT FROM AUTHOR]

The popularization of the Internet and the convenience of e-commerce are driving the online restaurant industry's rapid development of worldwide. However, serious information asymmetries in online food delivery (OFD) transactions not only aggravate food safety risks, resulting in simultaneous government and market failures, but also intensify consumers' perceived risks. This paper innovatively constructs a research framework for the governance participation willingness of OFD platform restaurants and consumers under the moderating effects of perceived risks from the perspective of control theory and then develops scales for analyzing the governance willingness of both restaurants and consumers. Using data collected through a survey, this paper explores the effect of control elements on governance participation by restaurants and consumers and analyzes the moderating effects of perceived food safety risks. Results showed that both government regulations and restaurant reputation (formal control elements) and online complaints and restaurant management response (informal control elements) can increase governance participation willingness among both platform restaurants and consumers. The moderating effects of perceived risks are partially significant. When the risks perceived by restaurants and consumers are strong, government regulation and online complaints can more effectively boost the governance participation willingness of restaurants and consumers, respectively. At this moment, consumers' willingness to pursue problem solving through online complaints is evidently enhanced. Accordingly, the perceived risks and the online complaints jointly motivate restaurants and consumers to participate in governance activities. [ABSTRACT FROM AUTHOR]

This study aims to answer the following research question: What is the difference in the open innovation and multi-homing of the smart delivery industry among Cardiff, Daegu, and Nanjing according to the maturity of the restaurant industry of the capitalist economies they belong to? By comparing open innovation and multi-homing of delivery platforms of the three cities representing different alongside the maturity of the restaurant industry in capitalist economies, the evaluation dynamics and focal points of the delivery platform industry, this study is based on an interview method in combination with participatory observation of deliverers, customers and restaurants of the three cities: (1) Cardiff with matured restaurant industry; (2) Daegu with an unmatured restaurant industry; (3) Nanjing with the growth of the restaurant industry. The findings of this research are as follows: (1) Existing industries can disturb the growth of the delivery platform industry; (2) Multi-homing motivates a high labour state of deliverers, the acceptance of restaurants by customers and customer surplus; (3) Motivating open innovation in delivery platforms can maintain a high level after maturity stage. The study concludes that the balance between open innovation and the multi-homing of a three-sided delivery platform is the way to sustainable development to conquer the effects of the gig economy. [ABSTRACT FROM AUTHOR]

Since early 2020, the COVID-19 outbreak has disrupted various supply chains including the on-demand food delivery sector. As a result, this service industry has witnessed a tremendous spike in demand that is affecting its delivery operations at the downstream level. Previous research studies have explored one-to-one and many-to-one solutions to the virtual food court delivery problem (VFCDP) to optimize on-demand food delivery services in different cities. However, research efforts have been limited to multiple restaurant orders from only one customer which does not apply to traditional systems where multiple customers request on-demand food delivery from multiple restaurants. This study rigorously analyses multiple restaurants to multiple customers (Many-to-many) food delivery simulation models in ideal weather conditions that are constrained with multiple key performance indicators (KPIs) such as delivery fleet utilization (the number of couriers utilized over the fleet size), average order delivery time, and fuel costs. This research also benchmarks the on-demand food delivery queueing methodologies using system dynamics and agent-based simulation modeling where three on-demand food delivery routing methodologies are simulated including First-in-First-Out (FIFO), Nearest, and Simulated Annealing using AnyLogic. The results suggest that the Many-to-many (Nearest) method outperforms other delivery routing methods which would have positive implications on optimizing existing food delivery systems and managerial decisions. [ABSTRACT FROM AUTHOR]

The purpose of this paper is to provide an understanding of vegan-friendly restaurant customers' experiences by investigating the "delighters" and "frustrators" characteristics. A qualitative approach is used to examine the semantic networks of vegan-friendly restaurant customers' online reviews. Results indicate that salient factors which delight vegan-friendly restaurant customers relate to the attributes of vegan food and menus, social interaction, and unique characteristics of a vegan-friendly restaurant. By contrast, factors that frustrate vegan-friendly restaurant customers associate with perceived overpriced vegan foods, poor restaurant staff attitudes/negative service encounters, and hygiene issues. The results of this study have academic and practical implications through the use of an attribute performance model to understand the experiences of vegan restaurant customers. This research is an initial empirical attempt to thoroughly understand vegan-friendly restaurant experiences using big data. [ABSTRACT FROM AUTHOR]

Purpose: The study aims to examine the customers' revisit intention toward the green restaurants after service failure based upon service failure attributions. The study further intends to investigate the moderating effect of green self-identity on customers' post-service failure behavioral intentions. Design/methodology/approach: A self-administered questionnaire was distributed to 327 participants who had experienced service failure while dining in green restaurants. The study draws upon the prevailing literature to examine the relationship among the constructs using structural equation modeling (SEM). Findings: The findings of the study have confirmed that service failure has an adverse effect on customers' revisit intention toward the green restaurants. However, customers with green self-identity appear less anxious about service failure as findings indicate customers revisit green restaurant even after service failure. Practical implications: The study provides a clear indication to the managers of the green restaurants that a better understanding of service failure attributions may facilitate in preventing service failure in a prompt and reasonable manner. It will not only contribute to building the brand reputation, but also ensure that customers stay with the brand for a longer duration. Originality/value: The study is unique in a way that it is the first of its type to establish a relationship between service failure attributions and customer satisfaction in the emerging South Asian market, such as India in the context of green restaurants. Besides, this is the only study to use green self-identity as a moderator between the relationships of customer satisfaction and revisit intention. [ABSTRACT FROM AUTHOR]

Purpose: The use of modern technologies in restaurants has become a trend. For food and beverage services, embracing new technologies helps solve the dilemmas of increasing labor costs and the high level of staff turnover in the industry. However, knowledge regarding how consumers perceive and evaluate technology-assisted dining experiences (TADEs) is limited. This study aims to conceptualize and operationalize TADEs while considering increasing technological applications in restaurants. Design/methodology/approach: This study conducted in-depth interviews with 71 restaurant consumers in Nanjing and Wuhan, China. Following the interviews, this study carried out a survey and identified the factor structure of TADEs. Findings: The in-depth interviews identified 26 attributes of TADEs. An analysis of the survey data identified four important aspects (with 21 items) of TADEs, namely, novelty and fashion, convenience, high efficiency and restrictions and possible risks. Practical implications: Hospitality managers can implement the suggested measures for dining service design and technology management to improve the experiences of customers. Originality/value: These findings have theoretical implications for the new phenomenon of technology-integrated dining, the application of technology and consumer management in the catering industry. [ABSTRACT FROM AUTHOR]

The significant rise in luxury shopping has recently gained much attention. This paper seeks to better understand the factors involved in luxury consumption. Specifically, a list of 10 luxury fashion-brand restaurants/cafés are identified and used to survey customers' motivations, perceptions, demographics, and purchase behavior. This study finds that brand equity drivers significantly influence individual's intention to visit other luxury fashion-brand restaurants/cafés, and purchase products that are associate with the luxury fashion-brand restaurants/cafés where he/she has previously patronized. Female customers show loyalty to luxury fashion brand products and revisit that specific fashion brand restaurants/cafés. These findings enrich and update the existing body of knowledge on luxury-branded restaurants/cafés in relation to customers' decision making. This study also provides practical implications for luxury fashion-brand F&B owners. [ABSTRACT FROM AUTHOR]

Research findings have shown that consumers' cultural backgrounds affect their evaluations on products or services. We argue that the ethnic affinity between consumers and service providers can affect their evaluations and online engagement after consumption. Using the information of 359,885 consumer reviews and their profile images collected from restaurants in New York City listed on Yelp, we employ face recognition and a difference-in-differences (DID) design. The results suggest that the ethnic affinity between consumers and restaurants induces consumers to post positive reviews with high ratings and sentiments; their engagement in posting reviews is also enhanced with longer texts and more photos. These findings offer direct implications for restaurant managers and online booking platform operators from the perspective of hospitality marketing and management. 现有研究表明消费者的文化背景会影响其对产品和服务的评价, 本研究认为消费者和服务提供商之间的种族亲和力会对消费者的在线评价和在线参与行为产生影响。本研究基于纽约市Yelp平台餐厅的359885条消费者评论, 采用了图像识别模型识别消费者头像信息, 并进一步构建了双重差分模型进行实证分析。研究结果表明, 消费者与餐厅之间的种族亲和力会促使消费者发布含有更高评分、更多字数和图片的评论。 [ABSTRACT FROM AUTHOR]

As the COVID-19 pandemic extends over a long period of time, the World Food Programme (WFP) estimated that food insecurity would take place in the near future. Previous studies focused on various kinds of interventions for food waste prevention. Surprisingly, however, research tackling consumer attitudes and behaviors as a way to reduce food waste is still rare. To fill this gap in the literature, this study examined the antecedent roles of restaurant customers' nature connection and biospheric values in fostering their food leftover reduction intention through environmental self-identity and sense of obligation to reduce food leftover. In addition, the moderating effects of gender were tested on all the relationships in our conceptual model. A quantitative approach with an online survey for restaurant customers was adopted. Structural equation modeling was adopted to analyze the data. Through confirmatory factor analyses, the adequate reliability and validity of the measures were established. All the relationships between the constructs were found to be significant, supporting the hypotheses. In other words, the restaurant customers' nature connection and biospheric values were found to eventually induce the customers' food leftover reduction intention. In addition, in terms of the moderating effect, the male customers' nature connection more strongly increased their biospheric values than the female customers' case. The findings of this study revealed how restaurant customers' food leftover reduction intention is formed through their feeling of oneness with nature and biospheric values. Given that consumer behavior has been recognized as a major driver of restaurant food waste, the findings of this study provide useful insights to restauranteurs and policymakers for the health of society and people in it. It was especially true for men in that their feeling of oneness with nature significantly influences their biospheric values more than women's. [ABSTRACT FROM AUTHOR]

This study aimed to explore and evaluate factors that impact the dining experience of vegetarian consumers within a range of vegetarian-friendly restaurants. To explore the factors and understand consumer experience, this study analyzed a vast number of user-generated contents of vegetarian consumers, which have become vital sources of consumer experience information. This study utilized machine-learning techniques and traditional methods to examine 54,299 TripAdvisor reviews of approximately 1,008 vegetarian-friendly restaurants in London. The study identified 21 topics that represent a holistic opinion influencing the dining experience of vegetarian customers. The results suggested that "value" is the most popular topic and had the highest topic percentage. The results of regression analyses revealed that five topics had a significant impact on restaurant ratings, while 12 topics had negative impacts. Restaurant managers who pay close attention to vegetarian aspects may utilize the findings of this study to satisfy vegetarian consumer requirements better and enhance service operations. [ABSTRACT FROM AUTHOR]

The restaurant's menu is considered the primary determinant of a restaurant's profitability and customer satisfaction. This article explores consumers' preferences of restaurant menu measures applied during a crisis. Based on pertinent literature review in conjunction with inputs from F&B experts, the researchers identified a list of 6 restaurant menu practices that managers implement during a crisis. The researchers used the Best-Worst Scaling (BWS) method to identify customers' choices for the menu measures. Based on the analysis of survey responses from 568 restaurant customers, the findings demonstrate that menu measures applied during a crisis are perceived differently across the three restaurant categories: fine dining, casual dining, and quick service. The results of this study have not only practical contribution to the case of Lebanon, but they also fill a gap in the knowledge, and extend the existing literature with restaurant consumers' preference of menu measures during a crisis, and provide a list of practices to be implemented by F&B professionals. [ABSTRACT FROM AUTHOR]

One recent application of technology In the foodservice industry involves robotic services in restaurants, mainly because it reduces labor costs and increases efficiencies. Driven by the value co-creation framework, the purpose of this study was to examine the impact of robot service on restaurant customer experiences and satisfaction. The sample includes a total of 1381 reviews posted from January 2015 to January 2020. This study used the software Leximancer to analyze the data and identified the following themes: Food, Robot, Quality, Ordering and Delivery Serivces. The findings further indicated that robotic services play an essential role in creating positive dining experiences and are more likely to lead to higher satisfaction levels. Based on the results, this study discussed how robotic services might contribute to customers' value co-creating process and affect their evaluation of the dining experiences. This study, however, is delimited to English reviews and North American restaurants. [ABSTRACT FROM AUTHOR]

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Customer satisfaction research is often undertaken quantitatively employing multi-item standard questionnaires. Instead, this study seeks to understand how restaurant customers themselves articulate their encounter satisfaction experiences from the user-generated content (UGC) reviews they post on TripAdvisor. UGC reviews for all fine dining restaurants in Stockholm are collected. Leximancer and Diction software are used in the analyses to determine the concepts and themes used by UGC reviewers to express their encounter satisfaction and to measure narrative force among customers expressing different levels of restaurant encounter satisfaction. Results indicate that customers who provide different satisfaction scores on TripAdvisor also post UGC that exhibits divergencies in the concepts and themes they use to communicate their experience. Additionally, narrative force is stronger among customers providing reviews exhibiting moderate and low satisfaction scores. [ABSTRACT FROM AUTHOR]

While hospitality scholars have been conducting research on post-pandemic consumption recovery, the impact of the psychological consequences of COVID-19 on consumers' post-pandemic behavior remains insufficiently addressed. Therefore, the purpose of this study is to explore the relationships among anticipated emotions, perceived value, perceived threat, and diningout intention in the COVID-19 context. In this study, 621 restaurant consumers in China were surveyed and the data were analyzed with structural equation modeling. The results suggested that positive anticipated emotions affect perceived hedonic, utilitarian, and social values, whereas negative anticipated emotions affect hedonic value. Hedonic and utilitarian values then influence dining-out intention. Perceived threat in terms of perceived severity and susceptibility to COVID-19 was explored to moderate the impacts of hedonic and social values on the intention. This study contributes to the literature by identifying the positive, distinct roles of both anticipated emotions on consumer dining-out intention through perceived values and threats during the early recovery of COVID-19. [ABSTRACT FROM AUTHOR]

Servers wearing personal protective equipment (i.e., gloves and/or masks) and robot servers received increased attention during the COVID-19 pandemic. However, studies evaluating consumer health-risk perceptions and behavioral intentions related to these interventions post-pandemic are sparse. Therefore, based on perceived risk, social servicescape, and cue utilization theory, two experiments were conducted to examine how servers' appearance-related health-safety cues (e.g., mask and/or glove-wearing) impacted consumers' revisit intention (Study 1) and to compare the effect of human vs. robot servers with and without health-safety and sanitation cues (Study 2). Both studies included perceived health risk as a possible mediator. Results revealed that mask-wearing servers (vs. no mask and no glove) decreased consumers' perceived health risk and that perceived health risk mediated the effect of mask-wearing on revisit intention. Further, consumers preferred the human "safe server" (i.e., with mask) over a "clean and sanitized" robot. Findings provide important insights into post-pandemic restaurant consumer behavior. • Two studies examined consumers' post-pandemic perceptions of servers wearing masks and/or gloves and server robots. • Restaurant servers wearing masks decreased consumers' perceived health risk of in-restaurant dining. • Perceived health risk mediated the effect of server mask-wearing on consumers' restaurant revisit intention. • Consumers' preferred restaurant servers wearing masks over robot servers. [ABSTRACT FROM AUTHOR]

Despite the prevalence of plant-based meat alternatives (PBMA), the acceptance of this novelty among restaurant customers has been overlooked. Using an experimental approach, we investigated the effectiveness of anthropomorphism in making PBMA appealing to non-vegetarians. Drawing on construal level theory, our findings suggest that anthropomorphism through abstract framing increases perceived human-likeness and reduces state reactance compared to non-anthropomorphism. This, in turn, leads to a more positive attitude and greater visit intention. Theoretical and practical implications for developing marketing communication strategies to achieve upselling of PBMA in restaurants are discussed. • Anthropomorphism determines customers' attitudes and their intention to visit a restaurant that promotes PBMA. • Abstract framing boosts the anthropomorphism effect on attitude and visit intention. • Perceived human-likeness accounts for the positive effect of anthropomorphism. • State reactance also mediates the anthropomorphism effect. [ABSTRACT FROM AUTHOR]

CorrectionArticle title: What motivates U. S. restaurant customers to choose plant- based meat alternative dishes? Authors: Shin, Y. H., Jung, S. E., Kim, H., Im, J., Shin, H. W., & Wilson, S Journal: Journal of Food Service Business Research DOI: https:// doi. org/ 10.1080/ 15378020.2023.2271297 During the original publication, the text “ motives” was used in the article title instead of the correct text “ motivates”. The article title is now updated and article re- published online. JOURNAL OF FOODSERVICE BUSINESS RESEARCH https:// doi. org/ 10.1080/ 15378020.2024.2409489 © 2024 Taylor & Francis Group, LLC [Extracted from the article]

How do consumers respond to over-service behaviors in restaurants? Based on the transactional theory of stress and coping, this research investigates the negative effects of over-service on restaurant consumers. A cross-sectional study and two experimental studies were conducted. The results revealed that over-service can become a stressor, intensifying consumers' perceived service stress and exerting negative impacts on their satisfaction and revisit intention. Furthermore, these effects were moderated by a desire for control. When encountering over-service, consumers with a high desire for control showed heightened perceived service stress, resulting in lower satisfaction and revisit intention. Conversely, for consumers with a low desire for control, these effects were attenuated. This research introduces a fresh theoretical lens to view over-service and offers practical managerial recommendations for enhancing service quality in the foodservice industry. • Investigates the negative effect of over-service on restaurant consumers. • Perceived service stress mediates the effect of over-service on consumers' satisfaction and revisit intention. • Consumers' desire for control moderates these effects. • Contributes to the understanding of the consequences of over-service in the restaurant context. [ABSTRACT FROM AUTHOR]

Wine purchases can be uncomfortable for many restaurant consumers. This research investigates the service provider's effect on diners' behavioral intentions after ordering wine, conditioned by the relationship closeness of dining companions. Findings from two studies suggest that sommeliers (vs. service robots) elicit greater discomfort, which leads to weaker behavioral intention when consumers order wine in front of distant companions. Conversely, sommeliers (vs. service robots) evoke stronger trust and more positive behavioral intention when dining with close companions. When dining with distant companions, the negative effect of sommeliers (vs. service robots), mediated by discomfort, only affects consumers with low self-esteem. With close companions, the positive impact of sommeliers (vs. service robots), mediated by trust, is observed only among consumers with low levels of wine knowledge. This research extends literature on AI applications in hospitality services and provides solutions for the wine ordering dilemma in restaurants. • Service robots (vs. sommeliers) induce less discomfort when ordering wine with distant companions. • Sommeliers (vs. service robots) inspire greater trust when ordering wine with close companions. • When dining with distant companions, self-esteem moderates the mediating effect ofdiscomfort. • When dining with close companions, wine knowledge moderates the mediating effect of trust. [ABSTRACT FROM AUTHOR]

Restaurant operators are particularly concerned about how they can create a memorable dining experience (MDE) for customers. This study investigated the relationship between restaurant innovativeness and MDE, mediation of customer inspiration, and moderated mediating effect of novelty seeking. Data from a questionnaire survey of 374 customers who visited innovative restaurants in Taiwan were analyzed using structural equation modeling. Our results showed that restaurant innovativeness positively influenced customer inspiration, which in turn positively affected MDE. Customer inspiration mediated the link between restaurant innovativeness and MDE, while novelty seeking moderated that between restaurant innovativeness and customer inspiration. This article expands the knowledge of customer inspiration and MDE, and the factors influencing MDE and its boundary condition. This study proposed recommendations on service innovation and customer relationship management practices in restaurants to help them promote customer inspiration and MDE. • Restaurant innovativeness can promote customer inspiration. • Customer inspiration can foster MDE. • Restaurant innovativeness affects MDE through customer inspiration. • Novelty seeking enhances the perceived coolness–customer inspiration relationship. [ABSTRACT FROM AUTHOR]

IntroductionFood waste is a global issue of primary concern due to its repercussions on the environment, food security, and the economy. Our study aimed to explore the impact of religion and religiosity on food waste generation among restaurant clienteles in Lebanon, a religiously diverse country.MethodsA convenient sample of 927 restaurant patrons dining out in Greater Beirut was interviewed face-to-face, and leftovers at each table were collected and weighed.ResultsChristian diners were found to waste significantly less (p < 0.05) than Druze and Muslim patrons in restaurants serving Lebanese and non-Lebanese food. Individuals (19.1% of respondents) from both religions who reported that their relationship with God is the priority in life waste similarly compared to those who claimed to have other priorities. The higher the religiosity score among both Christians and Muslims/Druze groups was, the lower the food waste quantity got, highlighting the reduced wasteful behavior among highly religious people.DiscussionBased on these findings, including religious cues in consumer-based interventions to reduce food waste can be more effective. This can be achieved through marketing campaigns that communicate religious-based messages to trigger religious beliefs that reduce food waste, using physical spaces and rituals of mosques and churches.

Establishing the relation between online ratings and reviews provides a potentially inexpensive and effective way for restaurants to capture quality improvement hints from customers. To this end, this study proposes an integrated approach that leverages text mining and empirical modeling to quantitatively correlate ratings with reviews. From Dianping.com (a Chinese crowd-sourced online review community), 49,080 pairs of restaurant rating and review were examined, with high-frequency words, major topics, and subtopics identified. Multilinear regression was employed to screen out the most impactful factors that influence taste, environment, and service ratings. Managerially, the idea of triggering the synergistic benefit from customer ratings and reviews is referential for market practitioners both within and beyond the catering industry. [ABSTRACT FROM AUTHOR]

Consumer movements are resolute and persistent efforts by organized consumer collectives to reimagine elements of consumer culture. Such movements often use creative public performances to promote their causes and to make movement participation more ludic and fun. However, collective creativity within consumer movements has rarely been an explicit focus of research. Using ethnographic methods and assemblage theory, this study elaborates how collective creativity organizes a consumer movement and facilitates its quest for market change. Findings show how the Restaurant Day movement initially emerged as a resistant response to market tensions relating to constraining food culture regulation in a Nordic market context. Findings then illuminate the movement’s appropriation of collective creativity as its chief mode of organization and participation. Collective creativity builds on iterative and co-constituting deterritorializing and territorializing processes of consumer production that fuel transformative and explorative creativity, respectively, within the market context. The study provides new insights to consumer movement mobilization, organization, member recruitment, and market legitimacy. The study also provides novel theoretical insights to the study of consumer creativity. [ABSTRACT FROM AUTHOR]

Adopting green practices does not always guarantee customer retention and loyalty. Employing the theoretical lens of cue utilization theory, we conceptualize green perceived quality as sending internal and external cues which help consumers form judgments about product quality and perceived value. Based on a survey of 280 restaurant customers, we hypothesize and report a positive and significant influence of both green consumerism and green perceived value on customer revisit intention. Further, the results confirm the moderating role of green perceived quality. From a practical point of view, managers interested in benefiting from the green practices of their restaurants should focus on increasing their customers' evaluation and overall judgment of the environmental quality of both their food and services. [ABSTRACT FROM AUTHOR]

A limited number of published studies have presented evidence indicating that restaurant customers discriminate against Black servers by tipping them less than their White coworkers. However, the cross-sectional, localized, and small samples that were analyzed in these extant studies do not support any unqualified claim that consumer racial discrimination in tipping practices is a widespread phenomenon. Thus, in an effort to further clarify the relationship between restaurant servers' race and customers' tipping practices, we present results from three survey experiments designed to assess the causal effect of servers' race on customers' tipping intentions. In three independent, demographically diverse, and relatively large samples of U.S. consumers, we found no evidence to conclude that all else being equal consumers discriminate against Black restaurant servers by tipping them less than comparable White servers. Furthermore, the null effects of servers' race on customers' tipping practices were not found to be sensitive to variation in service quality, dining satisfaction, servers' sex, customers' sex, or customers' race. Our results challenge the generalizability of the previously observed server race effects on customers' tipping practices and point toward the need for future research that aims to advance our understanding of the conditions under which customers' tipping practices are sensitive to the perceived race of their server. The implications of our results for restaurant operations and directions for future research are also discussed. [ABSTRACT FROM AUTHOR]

The study examined the influence of a consumer's general perception of food quality on the retail food business. During the pandemic, many of them depended upon the retail restaurants that delivered food to their homes. They only concentrate on sales, but many retail restaurants concentrate less on quality because they get more orders from their customers. This study aims to show that customer perception of the overall quality of food delivered by retail restaurants is up to customer expectations. OLS linear combinations of food quality have been tested on various food quality perception variables among randomly chosen Chennai consumers. [ABSTRACT FROM AUTHOR]

Despite the growing literature on the sharing economy in the tourism and hospitality sector particularly in the context of car sharing, and accommodation sharing, research in other emerging domains of the sharing economy is lacking. The present study seeks to add knowledge in this area, by exploring the impacts of the sharing economy, in the food domain, on incumbent firms. Using two cities in South Africa, the study measures the impacts of meal-sharing platforms, which are apps for home restaurants, on restaurant performances. A difference-in-difference model was estimated using a population-based dataset of 467 restaurants from 2016 to 2018. Several robustness checks were carried out on the variables to avoid spurious results. The findings reveal that meal-sharing platforms significantly (p < 0.05) and negatively impacts on restaurant customers and has a non-significant impact on meal prices and restaurant revenue. An analysis of the impact across restaurant categories reveals that the impact is non-uniform, with restaurants catering to budget diners being the most affected. However, due to the nature of the restaurant service, the study concludes that meal-sharing platforms are not a disruptive innovation to the restaurant industry. A true meal in any self-respecting restaurant is tech-free, engaging, authentic and sensory. [ABSTRACT FROM AUTHOR]

The food and beverage industry is one of the industries driving the economy in Indonesia, which will always grow and stay alive. This research will look at aspects influencing consumer behavior regarding dining places. This research uses experience quality as an independent variable that affects customer loyalty, with emotion and perceived authenticity as mediating variables. This research is categorized as explanatory research. Respondents in this research were consumers who had visited Ethnic Restaurants in Malang City, and the determination of the number of samples in this research used a purposive sampling technique with a total sample of 200 respondents. The data collection method used a questionnaire and the data were analyzed by PLS-SEM. The findings of this research indicate that experience quality and emotion have a significant effect on customer loyalty. Emotion also plays a role in mediating the relationship between experience quality and customer loyalty. Meanwhile, perceived authenticity has no significant effect on customer loyalty and cannot mediate the relationship between experience quality and customer loyalty. [ABSTRACT FROM AUTHOR]

Smart technologies and increased data availability enable restaurateurs to gather more information about customers and their behavior. These data can be combined with data from other sources to make a wide range of strategic and operational restaurant decisions, and can therefore generate tremendous value for restaurants and their customers. This study focuses on discussing the most promising research opportunities in restaurant operations that leverage data analytics. In particular, we focus on specific research questions across restaurant decision domains such as location, reservation and table management, queue management, menu design and engineering, and multichannel order management. For each research question, we motivate its practical and theoretical relevance, identify data sources, propose a methodological approach for analysis, and discuss actionable insights for practitioners. As a result, this paper aims to highlight data analytics opportunities for restaurateurs and inspire researchers to contribute in this domain. [ABSTRACT FROM AUTHOR]

This paper seeks to answer two main questions: whether restaurants using a national brand to capture customers in fact use original national ingredients for producing food and, in cases where original ingredients are not used, what is the economic rationale behind this choice? Specifically, the study focuses on Japanese restaurants in three Southeast Asian countries, using a theoretical model and an empirical investigation based on interviews and survey data collected through field research. Considering restaurants, their suppliers, and their customers, we show how a dual asymmetric-information problem exists, between suppliers and restaurants and between restaurants and their customers. The results indicate that a first reason for buying non-original ingredients—important especially for cheaper restaurants—is a desire to reduce costs. That said, the use of non-original ingredients occurs among all types of Japanese restaurants in the three studied countries. It does not depend on the presence of a Japanese chef or owner, nor on the share of Japanese customers. By contrast it does significantly depend on the reliability of the wholesale channel, and the resultant difficulties that restaurants encounter when buying original ingredients. [ABSTRACT FROM AUTHOR]

Purpose: Despite a significant focus on customer evaluation and sentiment analysis, limited attention has been paid to discrete emotional perspective in terms of the emotionality used in text. This paper aims to extend the general-sentiment dictionary in Chinese to a restaurant-domain-specific dictionary, visualize spatiotemporal sentiment trends, identify the main discrete emotions that affect customers' ratings in a restaurant setting and identify constituents of influential emotions. Design/methodology/approach: A total of 683,610 online restaurant reviews downloaded from Dianping.com were analyzed by a sentiment dictionary optimized by the authors; the main emotions (joy, love, trust, anger, sadness and surprise) that affect online ratings were explored by using multiple linear regression methods. After tracking these sentiment review texts, Latent Dirichlet Allocation (LDA) and LDA models with term frequency-inverse document frequency as weights were used to find the factors that constitute influential emotions. Findings: The results show that it is viable to optimize or expand sentiment dictionary by word similarity. The findings highlight that love and anger have the highest effect on online ratings. The main factors that constitute consumers' anger (local characteristics, incorrect food portions and unobtrusive location) and love (comfortable dining atmosphere, obvious local characteristics and complete supporting services) are identified. Different from previous studies, negativity bias is not observed, which poses a question of whether it has to do with Chinese culture. Practical implications: These findings can help managers monitor the true quality of restaurant service in an area on time. Based on the results, restaurant operators can better decide which aspects they should pay more attention to; platforms can operate better and can have more manageable webpage settings; and consumers can easily capture the quality of restaurants to make better purchase decisions. Originality/value: This study builds upon the existing general sentiment dictionary in Chinese and, to the best of the authors' knowledge, is the first to provide a restaurant-domain-specific sentiment dictionary and use it for analysis. It also reveals the constituents of two prominent emotions (love and anger) in the case of restaurant reviews. [ABSTRACT FROM AUTHOR]

This study aimed to examine the impact of gender on the word-of-mouth (WOM) process in restaurant consumption by adopting the regulatory focus orientation of consumers as a fundamental factor that affects this process. The study analyzed a total of 361 valid questionnaires collected from restaurant consumers in the US to examine the WOM process. The analysis produced significant empirical evidence. The results revealed that gender plays a significant role in psychological aspects such as personality traits (chronic regulatory focus) and emotion but not in cognitive aspects, including WOM intention. This study makes theoretical contributions by extending the literature on gender, WOM, and regulatory focus. The results also present implications and suggestions for future research. [ABSTRACT FROM AUTHOR]

The modern consumer looks at visiting restaurants as a much broader experience than just consuming food. They are aware and carefully form their decisions based on available information. Therefore, foodservice businesses should also ensure that they are being promoted positively among their peers to continue gaining profits in the long run. This study aims to explore and understand the impact of online reviews and the nature of reviews on consumer's purchase intention on the platform of Zomato. The research uses a mixed-method approach using Sequential Explanatory Research design. In the quantitative segment, data from 208 participants were collected through a survey. In the qualitative segment, three Focus Group Discussions were conducted to gain a critical understanding of the constructs identified in the proposed framework. The results confirm that online reviews and star ratings available on Zomato significantly impact the willingness to purchase. However, the research established moderators as choice indicators that entail information seeking, risk reduction, seeking approval to visit a restaurant, reassurance to visit a restaurant, and indulging in its services. Together as choice indicators, these variables significantly moderate the perception of the reviews, thus generating purchase augmenting business. The variables are well supported as moderating variables in the findings of the study using a mixed-method approach. This research recognized and authenticated these variables considered in the study as an auxiliary variable that affects consumers' willingness to pay for particular services, mainly food services. [ABSTRACT FROM AUTHOR]

Purpose: The extant gastronomy literature has rarely examined a connection between authentic gastronomic experiences and destinations. Specifically, ethnic enclaves, which are unique gastronomic and cultural destinations providing ethnic cuisine and cultural experiences to visitors, have been under-researched. Thus, this study aims to address this knowledge gap. Design/methodology/approach: Using a 2 (history: long vs short) × 2 (location: Central Business District vs rural; main street vs alleyway) × 2 size/ownership type (big vs small; chain vs independent) between-subjects design, two experiments were conducted using a sample of 557 British consumers to test the effect of history, location and size of ethnic enclaves and ethnic restaurants on consumers' authentic cultural and gastronomic experiences in a UK context. Findings: In Study 1, ethnic enclave's size affected consumers' authentic cultural experiences. In Study 2, restaurants' history and ownership type positively influenced consumers' authentic gastronomic experiences. Both studies consistently reported the positive relationship between authentic experiences and behavioural intentions. Practical implications: For ethnic enclaves, the management team may consider expanding the size of ethnic enclaves to increase consumers' authentic cultural experience. For those ethnic restaurants within the ethnic enclave, any independent or old ethnic restaurants should actively promote both characteristics in their marketing materials to create a feeling of offering authentic gastronomic experiences to customers. Originality/value: This study identified important ethnic enclave-related factors and ethnic restaurant-related factors forming consumers' authentic cultural and gastronomic experiences. [ABSTRACT FROM AUTHOR]

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