The effect of cues on service quality expectations and service selection in a restaurant setting

Sweeney, Jill; Armstrong, Robert W.; Johnson, Lester W.

doi:10.1108/jsm-01-2016-0010

Cited by 25 publications

(17 citation statements)

References 49 publications

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“…Dawar and Parker (1994) also note that price, as a signal of quality, depends on the context. Sweeney, Armstrong and Johnson (2016) find that price plays a dual role in terms of facilitating the purchase decision and diminishing the quality perceptions. Taken together, the effect of price is contingent on the presence of other cues and is often context-driven.…”

Section: Interaction Between Return Policy and Customer Ratingsmentioning

confidence: 95%

Relationship between retailers’ return policies and consumer ratings

Rokonuzzaman

Mukherjee

Iyer

et al. 2020

JSM

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Purpose Return policies are major risk-allaying cues for customers, yet they are a critical cost/lost-sales for retailers. Despite their importance in the retailing industry, few studies have examined the interplay of return policies with other cues that customers use to make a purchase decision. Toward this end, this study aims to investigate the interaction effects certain salient high-scope and low-scope cues, such as consumer ratings and brand image, and retailers’ return policies have on consumer purchase decisions. Design/methodology/approach Building on literature from signaling theory and cue scope literature (high-scope and low-scope cues), the authors develop a research model that hypothesizes the interrelationships between return policies, price discounts, customer product ratings and brand image. Three experimental studies investigate the potential interplay between return policies (lenient vs stringent), price discounts (low vs high), customer product ratings (low vs high) and brand image (high vs low) on quality certainty perceptions and purchase intentions. The mediating effect of quality certainty perceptions on the interplay of various factors (return policy, price promotions, consumer ratings and brand image) and customer purchase intentions is also investigated. Findings Results indicate that a lenient return policy will have a positive effect when consumers encounter high scope cues that signal undesirable aspects of the product (i.e. low consumer ratings, low brand image). In contrast, when high scope cues signal desirable aspects of the product (i.e. high consumer ratings, high brand image), it attenuates the effects of return policy. The findings suggest that quality certainty acts as a psychological process. Research limitations/implications Service researchers should seek to examine the role of return policies in a more comprehensive manner. Practical implications Return policies are important cues for consumers while making purchase decision. Thus, retailers need to realize that these policies may need to be more dynamic or tiered, rather than one-size-fits-all. Originality/value This study provides a more comprehensive view of how consumers consider multiple cues simultaneously in decision-making. Literature has mainly examined the interactions between different high-scope and low-scope cues, but there has been limited research directed toward the interplay between multiple high-scope cues.

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Section: Interaction Between Return Policy and Customer Ratingsmentioning

confidence: 95%

Relationship between retailers’ return policies and consumer ratings

Rokonuzzaman

Mukherjee

Iyer

et al. 2020

JSM

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“…According to Sweeney, Armstrong, and Johnson (2016), interest in service quality management has increased in the last 20 years (since 2000). Several authors have analysed restaurant service quality using DINESERV.…”

Section: The Dineserv Toolmentioning

confidence: 99%

Cost-Effective Service Excellence: Exploring the Relationships Among Restaurants’ Operational Efficiency, Size and Service Quality

Kukanja

Planinc

2019

South East European Journal of Economics and Business

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The main goal of this study is to investigate whether higher (cost-effective) operational efficiency in restaurants can be achieved without lowering the perceived level of service quality. This study also investigates the importance of restaurants’ size on operational efficiency and on the perceived level of service quality. We present the methodological procedures used to investigate the relationships among restaurants’ operational efficiency, size, and service quality after presenting the conceptualization of the cost-effective service excellence (CESE) research construct. The restaurants’ efficiency was assessed using Data Envelopment Analyses and the DINESERV tool was implemented to analyse guests’ perceptions of service quality. Guests of low- and high-efficient restaurants perceive service quality based on the same quality dimensions. Based on the structural equation modelling, it is evident that CESE can be achieved in the restaurant industry. The restaurant size has proven to influence restaurants’ operational efficiency and guests’ quality perceptions.

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“…Physical quality is the service from equipment and buildings; enterprise service is the impression and image of the enterprise; interactive quality is the interaction between employees and customers and among customers [42]. Services should be provided to meet consumer expectations [43] and actual cognition after receiving services [35]. Moreover, service quality in the retail industry is categorized into three basic types: search quality, experience quality, and credibility quality [44].…”

Section: Service Qualitymentioning

confidence: 99%

Efficiency Assessment of Inbound Tourist Service Using Data Envelopment Analysis

Chen

Tsai

Liou³

et al. 2018

Sustainability

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The successful and sustainable development of inbound tourism necessitates a long-term commitment, balancing between tourism supply and tourist demands. This study manipulated a performance appraisal of tourism service quality in Taiwan with Data Envelopment Analysis (DEA) by employing input and output constructs to assess service quality efficiency. The empirical results of the estimation of technical efficiency (TE) revealed that (1) the domestic tourism market is competitive, but still needs enhancements for tourism service; (2) Mainland Chinese tourists had the highest score among all foreign tourists, followed by Hong Kong and Macau tourists, tourists from other countries, Japanese tourists, and South Korean tourists; and (3) South Korean tourists had higher travel expenditure than others, but felt less satisfaction with travel services, which can be regarded as inefficient. Tourists from other countries had lower travel expenditure, but had higher satisfaction levels, which was considered efficient based on input and output index. The findings could contribute to bridging the gap between research and practice in assessing the efficiency of inbound tourist service. Tourism practitioners should be aware of tourists' needs and interests, as these could be key fundamentals for improving tourists' satisfaction with Taiwan's service offerings.

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The effect of cues on service quality expectations and service selection in a restaurant setting

Cited by 25 publications

References 49 publications

Relationship between retailers’ return policies and consumer ratings

Relationship between retailers’ return policies and consumer ratings

Cost-Effective Service Excellence: Exploring the Relationships Among Restaurants’ Operational Efficiency, Size and Service Quality

Efficiency Assessment of Inbound Tourist Service Using Data Envelopment Analysis

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