Customers’ perceptions of service quality: Do servers’ age stereotypes matter?

Luoh, Hsiang-Fei; Tsaur, Sheng‐Hshiung

doi:10.1016/j.ijhm.2010.09.002

Cited by 58 publications

(48 citation statements)

References 45 publications

(71 reference statements)

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“…In many other cases, providing high food and service quality, including in terms of presentation and taste, has emerged as key-impacting elements of the dining experience (e.g., Ha and Jang, 2010;Luoh and Tsaur, 2011;Namkung and Jang, 2007). Sulek and Hensley (2004) also made similar findings and additionally noticed the importance for guests of fairness in the restaurant's seating process.…”

Section: Significance Of Factors Related To the Dining Experiencementioning

confidence: 79%

'Value for money' and the restaurant experience: a case study of supply and demand stakeholders

Alonso

Sakellarios

Jones

et al. 2016

IJLTM

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Using the case of a training restaurant open to paying guests, this study compares the perceptions of two groups of stakeholders with regard to different factors of the dining experience. The first group represents the supply side and is composed of 73 students involved in the preparation and delivery of menu dishes, while the demand side consists of 222 guests of the training restaurant. Both groups' level of agreement was similar when they identified gaps regarding the restaurant's performance in terms of décor, design, lighting and background music. The groups, however, differed in their perceptions of other elements, most notably regarding the selection of beverages, and the entertainment aspect of the dining experience (e.g., deboning fish in front of guests), with students clearly in lesser agreement. Overall, the study's findings demonstrate that involving different groups of stakeholders to evaluate the restaurant's performance could potentially enhance the dining experience.

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Section: Significance Of Factors Related To the Dining Experiencementioning

confidence: 79%

'Value for money' and the restaurant experience: a case study of supply and demand stakeholders

Alonso

Sakellarios

Jones

et al. 2016

IJLTM

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show abstract

“…Consumers in the consumption process explain service experience as the independent individual responses and mindsets. Studies by Luoh and Tsaur (2011), and Otto et al (2000) found that service experience has a high impact on the customer assessment process regarding total satisfaction with an offered service. A superior understanding of an experimental phenomenon in the tourism and hospitality service is significant, as it will allow this sector to become more efficient (Manhas & Tukamushaba, 2015).…”

Section: Problem Statementmentioning

confidence: 99%

The Effects Of Consumers’ Behavioral Intentions On Service Recovery In Luxury Hotels

Samadi¹

2018

The European Proceedings of Social and Behavioural Sciences

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“…During the investigation on the applicability of the DINESERV scale to different types of restaurants, many scholars have subsequently used the DINESERV scale to investigate the service quality of restaurants (Chang et al, 2010;Cheng et al, 2012;Kim et al, 2003;Ladhari et al, 2008;Liu & Jang, 2009;Luoh & Tsaur, 2011) and have received good empirical validity.…”

Section: Total Quality Management 357mentioning

confidence: 99%

“…Stevens, Knutson, and Patton (1995) referred to the SERVQUAL scale and lodging service quality (LODGSERV) scale to propose the dining service quality (DINESERV) scale, which is used to specially measure restaurant service quality. Many scholars have subsequently used the DINESERV scale to investigate the service quality of various types of restaurants (Chang, Chen, & Hsu, 2010;Cheng, Chen, Hsu, & Hu, 2012;Kim, McCahon, & Miller, 2003;Ladhari, Brun, & Morales, 2008;Liu & Jang, 2009;Luoh & Tsaur, 2011).…”

Section: Introductionmentioning

confidence: 99%

GRSERV scale: an effective tool for measuring consumer perceptions of service quality in green restaurants

Chen¹,

Cheng²,

Hsu³

2013

Total Quality Management & Business Excellence

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This study aimed to develop a Green Restaurant Service Quality scale (GRSERV scale). This study used qualitative procedures to develop the dimensions and items of the preliminary GRSERV scale and used quantitative procedures to confirm the reliability and validity of the GRSERV scale. The GRSERV scale included 7 dimensions: tangible, reliability, responsiveness, assurance, empathy, environmentaloriented services, and food quality, which contained a total of 28 items. It was hoped that the GRSERV scale could help green restaurant managers and scholars better understand customers' needs for service quality, in order to significantly improve and enhance the service quality of green restaurants.

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Customers’ perceptions of service quality: Do servers’ age stereotypes matter?

Cited by 58 publications

References 45 publications

'Value for money' and the restaurant experience: a case study of supply and demand stakeholders

'Value for money' and the restaurant experience: a case study of supply and demand stakeholders

The Effects Of Consumers’ Behavioral Intentions On Service Recovery In Luxury Hotels

GRSERV scale: an effective tool for measuring consumer perceptions of service quality in green restaurants

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