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For years, menu design consultants have asserted that the layout of the items on menus is asociated with item sales. To date, no scientific studies exist either supporting or refuting this assertion. In order to test this relationship we conducted a field experiment in which we tracked the pre‐ and post‐treatment sales of items on a three‐page menu over a period of four months. The treatment consisted of switching the contents of pages 2 and 3 of the menu. The data revealed no significant differences in item sales from time 1 to time 2. Implications for restaurant managers are discussed.

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The introduction of self-service technology (SST) into the casual dining segment is looming upon the horizon. This paper examines the involvement of customers in the service process, SSTs in the retail industry, and finally SSTs in the casual dining segment and the response of customers to an alpha SST location in the casual dining segment. The findings indicate the most frequently liked features were convenience, easy to use, and fast service. Multiple correspondence analysis showed that customer preferences and suggestions vary by their demographic characteristics, which imply that system features should be customized to targeted markets. Practical implications are discussed.

Purpose -The purpose of this paper is to evaluate the usefulness of the TANGSERV (tangible quality) scale by examining the effect of tangible quality constructs on restaurant patrons' affect and behavioral intentions. Design/methodology/approach -A model was proposed based on the literature of tangible quality in service, which posits that tangible quality leads to affective quality and they both have positive impact on customer re-patronage intentions. Subsequently, an empirical study in Turkey's casual restaurants was conducted to test the aforementioned model. Findings -The food and service construct and accessibility construct of tangible quality exhibited positive impact on the affect towards restaurants, which in turn influenced re-patronage intention for restaurants. Affect was a strong mediator, facilitating the relationship between tangible quality and behavior.Practical implications -Restaurant operators should focus their efforts on ensuring an interesting variety of food and drink offerings presented in interesting and unique ways. They should also ensure that the type of service delivered is consistent from one visit to the next. Cultivating positive feelings toward the brand name is a good approach to increasing re-patronage intentions. In addition, careful consideration and research should be completed prior to selecting a restaurant location and provision of convenient parking. Originality/value -The study helps restaurant managers select the most important tangible restaurant feature for consumers and guide the investment resources to address customer expectations.