Impact of Tangible and Intangible Restaurant Attributes on Overall Experience: A Consumer Oriented Approach

Karamustafa, Kurtuluş; Ülker, Pembe

doi:10.1080/19368623.2019.1653806

Cited by 31 publications

(21 citation statements)

References 56 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Therefore, the prices of food in restaurants should be in line with the balance of quality (Jin et al, 2012). The reasonable prices have been accepted as a significant component of restaurant experience for visitors (Karamustafa & Ülker, 2019). Our findings confirm this.…”

Section: Economic Valuesupporting

confidence: 81%

“…Furthermore, travellers spend a significant amount of their overall budget for food (Vu et al, 2019). In this respect, restaurants are playing an important supportive role for travellers through offering not only food and beverages but also enjoyable and memorable experiences (Karamustafa & Ülker, 2019) which customers may easily share on social media platforms (Nemeschansky, 2020). The literature indicates that the dining experience of customers has a close relationship with restaurant attributes which are affecting customers' satisfaction and future behavioural intentions (Kwun & Oh, 2006;Chen & Hu, 2010).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Understanding the Robotic Restaurant Experience: A Multiple Case Study

Seyitoğlu¹,

Иванов²

2020

Preprint

View full text Add to dashboard Cite

The purpose of this study is to investigate the robotic restaurant experience of travellers around the world and understand the components of robotic restaurant experience. Following this aim, travellers who had experienced a robotic restaurant were purposefully selected as a sample group for the study. Since the robotic restaurants are limited around the world, multiple case study method has been chosen to gather richer data. A user-generated content technique which is a form of qualitative case study method has been benefited. The data of this study were gathered between 18-29 November 2019 from travellers’ reviews (n=587) describing experiences they had between February 2013-November 2019. The results reveal a model of components of robotic restaurant experience that include seven main themes: attraction for kids, robotic system, service quality, memorable experience, ambience related attributes, food related attributes (economic value and gastronomic aspects), and deficiencies (in robotic system, in service quality, in ambience related attributes and in food related attributes). This paper is first to investigate the robotic restaurant experience of travellers around the world. Moreover, it contributes to the research on restaurant experience and offers a model of components of the robotic restaurant experience.

show abstract

Section: Economic Valuesupporting

confidence: 81%

Section: Introductionmentioning

confidence: 99%

Understanding the Robotic Restaurant Experience: A Multiple Case Study

Seyitoğlu¹,

Иванов²

2020

Preprint

View full text Add to dashboard Cite

show abstract

“…Numerous studies show that behavioral intentions refer to positive word of mouth resulting in recommendations, remaining loyal and revisits (Shahzadi et al , 2018; Jani and Han, 2011). Following the early work of Berry et al (2002) on how to manage service experience with food quality (functional clue), SQ (humanic clue) and atmosphere (mechanic clue) as key attributes, revisits have been discussed extensively in the foodservice context (Karamustafa and Ülker, 2020; Nguyen et al , 2018; Bujisic et al , 2014; Ryu et al , 2012). Satisfaction and behavioral intentions are often used as dependent variables and in this context, previous research underlined the mediating role of satisfaction for customers' intentions (Barber et al , 2011; Lee and Whaley, 2019).…”

Section: Theoretical Perspectivesmentioning

confidence: 99%

“…It consists of five dimensions to measure SQ: reliability, responsiveness, empathy, tangibles and assurance. Currently, these five dimensions still play an essential role in explaining SQ (Karamustafa and Ülker, 2020; Bilgihan et al , 2018; Liu and Tse, 2018).…”

Section: Theoretical Perspectivesmentioning

confidence: 99%

Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

Bichler

Pikkemaat

Peters

2020

JHTI

View full text Add to dashboard Cite

PurposeQuality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase revisits. This paper focuses on the foodservice context and explores the relationship between staff-related service dimensions, atmosphere, food quality and revisit in a full-service setting.Design/methodology/approachThis study combines an often neglected mystery guest approach with partial least square–structural equation modeling (PLS-SEM) to shed more light on customers' service perceptions. The mystery guest approach has been updated with a digitally supported smartphone questionnaire (e-mystery) that provides more reliable results since previous measurements experienced difficulties of feasibility in time-limited settings (N = 247).FindingsThe findings of this study confirm the direct effects of the service quality dimensions reliability, attentiveness and atmosphere on revisit intention and highlight the mediating role of food quality. In detail, the findings showed significant results for service employees' reliability and attentiveness and underlined the role of atmosphere for revisit intention.Originality/valueThe contribution of this paper supplements that mystery guest approaches represent a reliable alternative to convenience sampling, especially in combination with a digitally supported questionnaire (e-mystery). Thereby, this paper suggests the further application of e-mystery for the hospitality and tourism industry. In terms of implications, this study highlights the importance of securing food quality by fostering specialized schools and training programs for career starters. Since the findings stress the importance of service quality and atmosphere, managers need to ensure that employees are trained in culturally sensitive communication and services to excel in service-related dimensions.

show abstract

“…(the core product) is actually delivered to the guest. It includes excellence, error-free, and promptness.Heung et al (2002), Chang et al (2011), Ryu et al (2012), Alonso et al (2013), Chi et al (2013), Kim (2014), Björk & Kauppinen-Räisänen, (2017), Seyfi et al (2020)SEAService Employee AttributesThe attributes (appearance, dress, & abilities) of restaurant staff during "moments of truth" Heung et al (2002),Correia et al (2008),Meng et al (2008),Karim & Chi (2010),Chi et al (2013),Ryu et al (2012),Sthapit (2017),Kala (2020),Karamustafa & Ülker (2020). …”

mentioning

confidence: 99%

Dimensions of a Memorable Food and Restaurant Experience in Mountainous Destinations: An Interpretive Structural Modeling Approach

Kala

2020

ENLIGHTENING TOURISM

View full text Add to dashboard Cite

Impact of Tangible and Intangible Restaurant Attributes on Overall Experience: A Consumer Oriented Approach

Cited by 31 publications

References 56 publications

Understanding the Robotic Restaurant Experience: A Multiple Case Study

Understanding the Robotic Restaurant Experience: A Multiple Case Study

Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

Dimensions of a Memorable Food and Restaurant Experience in Mountainous Destinations: An Interpretive Structural Modeling Approach

Contact Info

Product

Resources

About