The interaction of major resources and their influence on waiting times in a multi-stage restaurant

Hwang, Jae Joon; Lambert, Carolyn U.

doi:10.1016/j.ijhm.2007.08.005

Cited by 26 publications

(17 citation statements)

References 30 publications

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“…Therefore, according to the significant influence of process quality and outcome quality on tourist satisfaction, hypotheses 1 and 3 were supported. This result is consistent with the previous findings reporting that a positive relationship existed between process quality and tourist satisfaction (Ariffin & Maghzi, 2012;Bojanic, 1996;Fornell, 1992;Hwang & Lambert, 2008;Lloyd et al, 2011;Yang et al, 2003).…”

Section: Structural Equation Modeling (Sem)supporting

confidence: 93%

“…Links between service quality and customer satisfaction and loyalty have been supported by several studies (Ariffin and Maghzi, 2012;Bojanic, 1996;Fornell, 1992;Hwang and Lambert, 2008;Lloyd, Yip, & Luk, 2011;Yang, Peterson & Cai, 2003). Most measurements of service quality emphasize process quality (Ekinci Prokopaki & Cobanoglu, 2003;Mei et al, 1999;Mey Akbar, , & Fie, 2006;Mola and Jusoh, 2011;Poon and Low, 2005;Razalli, 2008;Rizal, 2008).…”

Section: Process Qualitymentioning

confidence: 91%

See 1 more Smart Citation

The Effect of Process Quality and Outcome Quality on Tourist Loyalty in the Hotel Industry

Keshavarz¹,

Othman²,

Ali³

et al. 2015

MJSS

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Section: Structural Equation Modeling (Sem)supporting

confidence: 93%

Section: Process Qualitymentioning

confidence: 91%

The Effect of Process Quality and Outcome Quality on Tourist Loyalty in the Hotel Industry

Keshavarz¹,

Othman²,

Ali³

et al. 2015

MJSS

View full text Add to dashboard Cite

show abstract

“…When customers enter a service system, they have, to some extent, expectations regarding an acceptable waiting time that contributes to satisfaction (Taylor, 1994). Therefore, the primary goal of management in a service organization is to offer an acceptable level of customer satisfaction by ensuring that waiting time is acceptable (Hwang & Lambert, 2008). Food quality has been identified as a fundamental component in respect of restaurant patrons' satisfaction (Kim, Hertzman, & Hwang, 2010;Mohi, 2012;Namkung & Jang, 2007).…”

Section: Proposed Factor Structure For Ffrsmentioning

confidence: 99%

Assessment of Service Quality in the Fast-Food Restaurant

Mohi

2015

Journal of Foodservice Business Research

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The purpose of this study is to enhance an understanding of service quality in fast-food restaurants by developing a conceptual framework and measurement scale. Based on an extensive literature review, qualitative and empirical research, a multi-dimensional and hierarchical model of service quality for the fast-food restaurant is proposed. Data were collected from 571 students through self-administrated questionnaires. Exploratory factor analysis and structural equation modeling were used to analyze the reliability and validity of the data. This study extends restaurant service quality literature by providing a psychometrically sound conceptual framework and measurement scale. The findings of this study help fast-food restaurants formulate and implement effective marketing management strategies to cope with the keen competition in the restaurant industry as well as to boost their profit margins.KEYWORDS service quality, service quality dimensions, fast-food restaurant, multi-dimensional and hierarchical model

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“…According to Wirtz and Mattila (2004), tangible service recovery improves consumer satisfaction more effectively compared to psychological recovery. In general, service recovery consists of complementary products, such as free food, discounts, coupons, interventions from upper management, and replacements (Hwang and Lambert 2008;Colgate and Norris 2001). The fact is that customers still wait during peak meal times, thus emphasizing that waiting in restaurants is a common occurrence in department stores.…”

Section: Service Recoverymentioning

confidence: 99%

Evaluation of Consumers’ WTP for Service Recovery in Restaurants: Waiting Time Perspective

Ting

Huang

Lin

et al. 2019

Administrative Sciences

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Restaurant service quality assessment has generally focused on the dining service. However, restaurant service begins with waiting for the meal. When service failure occurs due to a long waiting time, restaurant managers should adopt appropriate service recovery measures to retain consumers and reduce loss. This approach would allow them to mitigate customer dissatisfaction and negative impressions. In this study, we explore the importance of pre-processing service in the context of possible restaurant service crises and construct a restaurant service recovery model for willingness to pay (WTP) through the contingent valuation method (CVM) to measure the effects before and after implementing service recovery. Overall, several psychological and tangible service recovery measures are provided to enhance people’s willingness to extend their waiting time. Within our study group, relatively young participants showed a high willingness to extend their waiting time. Furthermore, the opportunity cost of high-income people in the waiting process was relatively high. Compared with psychological service recovery programs, our results show that tangible service recovery programs prompt respondents to wait for an additional ~10 min. This paper offers support for restaurant managers to manage consumer relationships.

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The interaction of major resources and their influence on waiting times in a multi-stage restaurant

Cited by 26 publications

References 30 publications

The Effect of Process Quality and Outcome Quality on Tourist Loyalty in the Hotel Industry

The Effect of Process Quality and Outcome Quality on Tourist Loyalty in the Hotel Industry

Assessment of Service Quality in the Fast-Food Restaurant

Evaluation of Consumers’ WTP for Service Recovery in Restaurants: Waiting Time Perspective

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