Food quality seems to be accepted as a fundamental component to satisfy restaurant customers; however, it has been often overlooked in restaurant service quality and satisfaction studies. The primary objective of this study was to investigate how food quality is perceived in relation to satisfaction and behavioral intentions in mid- to upscale restaurants. This study also attempted to identify which attributes among food-related qualities are critical in improving satisfaction and heightening revisit intention. With a structural equation modeling technique, this study shows that overall food quality significantly affects customer satisfaction and behavioral intentions and also revealed that the relationship between food quality and customer behavioral intentions is mediated by satisfaction. Subsequent regression analyses demonstrated that taste and presentation were the two greatest contributors to customer satisfaction and behavioral intentions. Thus, managers should pay attention to the key food quality attributes that elicit customer satisfaction and enhance return visits in the restaurant business.

Purpose-This study aims to investigate interrelationships among perceived service fairness, emotions and behavioral intentions in a restaurant context. Design/methodology/approach-Data were collected from two casual dining restaurants in the USA. The data were analyzed following Anderson and Gerbing's two-step approach, utilizing both a measurement model and a subsequent structural model. Findings-This study shows different roles for each fairness perception in relation to emotions and behavioral intentions based on the Mehrabian-Russell model. Setting reasonable prices and providing efficient services in a timely manner were found to be the key to negate negative emotion. At the same time, the findings suggest that providing high-quality tangible outcomes and intangible services are critical to evoke positive emotions and eventually to generate future favorable behaviors. Research limitations/implications-The data were collected from only casual dining restaurants. Therefore, generalizing the results to other segments of the restaurant industry may not work. Practical implications-The results of this study can help restaurant managers to develop more effective and efficient strategies for ensuring fairness, thus resulting in higher levels of customer retention and profits. Originality/value-Compared with previous fairness studies, which have focused exclusively on the role of justice after service failure and recovery, this study considers all service delivery contexts (with or without service failure) in order to provide a richer portrait of service fairness. Also, this study contributes to the services marketing and consumer behavior literature by shedding light on the issue of "fairness" as an axiom for evaluating services in restaurants.

Purpose -This study aims to identify key quality attributes that significantly distinguish highly satisfied diners from non-highly satisfied diners. Design/methodology/approach -Data were collected from four mid-to-upper scale restaurants: two in a mid-western city and two in an eastern city in the USA. Logistic regression was used to determine which quality attributes are critical in distinguishing highly satisfied diners from other diners.Findings -This study shows that appealing food presentation, tasty food, spatial seating arrangement, fascinating interior design, pleasing background music, reliable service, responsive service, and competent employees are important attributes in contributing to the high satisfaction of diners.Research limitations/implications -The focus of this research was mid-to-upper scale restaurants. The research may not be generalizable to other segments of the restaurant industry because of the small sample size and limited geographic area. Practical implications -The findings help restaurant managers to invest their resources more efficiently, making changes to crucial quality attributes that elicit the customer's satisfaction level. Originality/value -Unlike the previous studies on the link of quality to satisfaction, this study looks at quality perception from the perspective of a highly satisfied customer. In addition, this study encompasses diverse quality factors (food, atmospherics, and service) for a more comprehensive interpretation of dining experiences.

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