Dealing with food allergies in the restaurant industry is becoming important as more customers have needs and restaurants are concerned with corporate social responsibilitiy (CSR). This research discusses how to provide information to facilitate the communication between the restaurant industry that is interested in dealing with food allergies and the patient’s family who wants to enjoy eating at restaurants. The authors used a mixed method, combining qualitative and quantitative research, and divided the research into three steps (Creswell, 2008). First, the authors researched patients’ families and companies to organize communication. The authors conducted an interview with Company A, a big company in the restaurant industry, to parallel the research of patients’ families. In the second step, they developed a tool and verified the method of obtaining information. Lastly, to verify the effectiveness of the information providing measure, they set up a focus group consisting of responders from the questionnaire given to parents who have children with food allergies. They found that the lack of information about ingredients and the lack of knowledge of the employees when patients’ families are selecting from the menu are responsible for the inconsiderate customer service and misses in operation.
This research looks at the adoption of Internet and mobile applications comparing the factors that influence loyalty and satisfaction. It is the intent of this exploratory study to examine factors of adoption that are common in both Japan and the United States. After a comprehensive review of the literature, we derived a research model for and tested related hypotheses with data collected from consumers in both Japan and the United States. The authors used online shopping as the common application between Internet and mobile technologies. They found that the original technology acceptance model factors to be less important in explaining the overall variance of satisfaction, especially with mobile applications, than expected. This research takes an important first step in understanding the adoption of online shopping by differentiating mobile and Internet factors. Inertia was found to be critical in explaining satisfaction only with mobile applications. This factor is important for online retailers who count on repeat sales as a major part of their revenue. Loyalty is key to online retailers identifying the factors that will enhance the satisfaction of the online consumer. This study provides managers with a framework for online shopping which areas they need to focus upon when launching new online products, such as shaping and/or changing their consumers’ attitude toward using the Internet, making their Website easier to use, and enhancing the perceived usefulness of the technologies that allow consumers to access their products online.
obile technologies have grown tremendously in the past ten years. In the United States in 1999 there were 36.7 users per 100 people (Akiyoshi & Ono, 2008). In 2005, there were 94,745,000 mobile phone subscribers in Japan and 201,650,000 mobile phone subscribers in the United States, while in 2009 Japan's mobile phone subscribers grew to 107,490,000 subscribers and the United States grew to 285,610,580 million subscribers, a growth rate of 13.5% in Japan and 41.8% in the United States. Interesting enough, most cell phone subscribers are more likely to have a higher education, a higher income, have a full time job, and are usually married with children (
Dealing with food allergies in the restaurant industry is becoming more important as more customers have needs, and restaurants are concerned with Corporate Social Responsibility (CSR). The objective of this chapter is to suggest how to provide information to facilitate the communication between the restaurant industry and the food allergy customers' families who want to enjoy dining out. As the first step, the authors conduct an interview with a major company in the restaurant industry to parallel the research of food allergy customers' families in order to identify communication problems. In the second step, they develop a mobile service to support communication between costomers and restaurants. Lastly, as the third step, the authors set up a focus group interview to verify usability of the mobile service. They find that there are many customers (9-55%), who are allergic to the 7 specific allergens, but there are also customers who are allergic to ingredients from the 25 allergens, such as sesame (12%), and who are allergic to multiple ingredients. The authors found that the lack of information about ingredients and the lack of knowledge of the employees are responsible for the inconsiderate customer service and misses in operation, leading to communication problems. The results of the study reveal co-creation strategies enhance customer knowledge of food and create a shared environment of information value. The communication support tool utilizing the touch panel mobile device developed in this study gained favorable reviews from customers' families.
In this paper, the author describes COVID-19's impact on sales and other aspects of the food service industry and explains the government's responses, including temporary deregulation and subsidy programs. In response to lockdown measures, shortened business hours, and closures, food service operators faced a variety of management issues that affected business survival. The author categorized and organized these issues by subdividing them into three levels: "management issues," "response to takeout and home delivery needs," and "collaboration with food delivery service platforms." Regarding food service operators' response to the COVID-19 environment, we focus on food delivery platforms, such as Uber Eats, and analyze two cases, Yoshinoya Co., Ltd., and Skylark Group, using the three-level categorization.
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