Dining consumers determine which restaurants meet their quality and value standards. Restaurateurs who fail to measure up will soon see declining customer counts as guests switch to competing restaurants. “Dineserv” is proposed as a reliable, relatively simple tool for determining how consumers view a restaurant's quality. The 29-item Dineserv questionnaire comprises service-quality standards that fall into five categories: assurance, empathy, reliability, responsiveness, and tangibles. By administering the Dineserv questionnaire to guests, a restaurant operator can get a reading on how customers view the restaurant's quality, identify where problems are, and get an inkling of how to resolve them. Dineserv also provides restaurateurs with a quantified measure of what consumers expect in a restaurant. Those expectations are important, because unfulfilled expectations drive guests away.

LODGSERV is a 26-item index (alpha P .92) designed to measure consumers' expectations for service quality in the hotel experience. The index confirms the five generic dimensions of service quality hypothesized by Parsuraman, Zeithaml and Berry ( I 986): Tangibiiity, Reliability, Responsiveness, Assurance, and Empathy. This paper describes fhe development of the index and discusses its use as a management tool.

Customer satisfaction has been a focus of researchers and marketers as an important antecedent of customer loyalty. Some recent studies propose that customer delight possibly produces greater customer loyalty than satisfaction. Loyalty has also become of greater interest to researchers and marketers as a multiphase concept as well as a useful segmentation of customers with accompanying targeted strategies. As one of few empirical studies on customer satisfaction, delight, and loyalty, the primary objectives of this research is to understand how customer satisfaction and delight influence loyalty and to understand the multiphase framework of loyalty, including cognitive, affective, and conative loyalties. This study contributes to the body of knowledge on customer satisfaction, delight, and loyalty and provides theoretical and applied suggestions for the hospitality industry.

This article identifies the underlying dimensions of a consumer's experience. Data are collected through a Web-based survey using samples from three Internet distribution channels (n = 397). Exploratory factor analysis is employed. Scale-development procedures result in a seven-factor model consisting of Environment, Benefit, Accessibility, Convenience, Utility, Incentive, and Trust. Implications for management and future research are presented.

Purpose -The primary purpose of this paper is to develop a parsimonious Consumer Experience Index (CEI) and then identify and validate the dimensionality of the experience concept. Design/methodology/approach -The study employed a four-step methodology. After conducting a pre-test and pilot test, data were collected from 397 adults via an online survey. A split-sample technique was used for the data analysis. The first-split sample (n ¼ 199) was used to conduct the exploratory factor analysis. Reliability, convergent validity, and discriminant validity were evaluated with a second-half split sample (n ¼ 198) from confirmatory factor analysis. Findings -Scale-development procedures resulted in a seven-factor model comprised of the following dimensions: environment, benefits, convenience, accessibility, utility, incentive, and trust. Overall, the 26-item CEI is a reliable and valid measure to determine the underlying components of a consumer's experience.Research limitation/implications -This study concentrates on an experience based on the general service delivery system rather than a specific industry or business sector. Applicability of this experience measure should also be evaluated in specific, but diverse, business sectors. By understanding these seven dimensions, management can develop effective marketing strategies for providing memorable experience for consumers. Originality/value -Consumer experience has gone largely unmeasured. Built on the old business axiom that you cannot manage what you cannot measure, this validated CEI tool can provide businesses with an effective new management tool.