Innovations in the restaurant industry: An exploratory study

Ivkov, Milan; Blešić, Ivana; Simat, Karolina; Demirović, Dunja; Kovačić, Sanja; Stefanović, Vidoje

doi:10.5937/ekopolj1604169i

Cited by 31 publications

(31 citation statements)

References 33 publications

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“…Service quality is equally important as food quality (Bujisic et al, 2014) and plays a vital role in building up the perception to re-patronage (Pantelidis, 2010). Regarding the restaurant setting, studies have emphasized that service quality is an imperative determinant of customers' satisfaction (Ivkov et al, 2018) and re-patronage (Weiss et al, 2004). In turbulent market environments, service quality is identified as a decisive element for the success of fast-food restaurants as it has a remarkable impact on consumers' behavior because it induces either satisfaction or dissatisfaction (Wong & Fong, 2010).…”

Section: Service Qualitymentioning

confidence: 99%

“…), which is more than 10 times (Goyal et al, 2019). Extant hospitality research has facilitated in getting comprehensive understanding of the factors that lead to of customers' satisfaction with hotels/cafeterias/restaurants (Ivkov et al, 2018). In some of these studies, researchers have focused extensively on the customers' dining behavior, because food is a vital element to comprehend one's society or culture (Goyal et al, 2019;Konuk, 2019;Ryu & Han, 2010;Zhang et al, 2019), while other researchers have been interested in identifying the important service dimensions of restaurant, which include menu, cleanliness, style, price, ambience, location (Prendergast & Man, 2002), chef, service staff, and atmosphere (Emir, 2016).…”

Section: Introductionmentioning

confidence: 99%

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Combined Effects of Drivers and Impact of Customer Satisfaction on Brand Loyalty: The Contingent Effect of Social Trust

et al. 2021

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We strived to examine the combined effects of drivers and consequences of customers’ satisfaction particularly in quick-meal restaurants besides examining the interaction effect of social trust on the association between customers’ satisfaction and brand loyalty. Offline survey was conducted to approach the respondents of fast-food visitors. The valid data were assessed and analyzed through structural equation modeling and moderation step-by-step approach. The findings demonstrate that restaurant stimuli—food, service, atmosphere, location, price, and a variety of food—have robust effects on customers’ satisfaction and eventually on brand loyalty. Social trust has rigorous effect on the association between customers’ satisfaction and brand loyalty. Customers with high social trust have a positive strong bonding with restaurants than those holding low social trust. Theoretical and practical implications have been deliberated and offer some valuable recommendations along for future scholars.

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Section: Service Qualitymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Combined Effects of Drivers and Impact of Customer Satisfaction on Brand Loyalty: The Contingent Effect of Social Trust

et al. 2021

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“…Due to the challenges in the foodservice industry, café operators need to investigate new ways of establishing and maintaining competitive advantage over rivals (Ivkov, Blešić, Simat, Demirović, & Božić, 2016;Sabir, Irfan, Akhtar, Pervez, & Rehman, 2014;Wade, Holmes, & Gibbs, 2017). Meanwhile, to achieve these targets, these cafés not only compete with existing competitors in the market but also new competitors.…”

Section: Introductionmentioning

confidence: 99%

Do Store Atmosphere and Perceived Value Matter in Satisfying and Predicting the Millennials’ Behavioral Intention in a Café Setting?

Sitinjak

Pangaribuan²,

Tafriza³

2019

Binus Business Review

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The purpose of this research was to determine the effects of store atmosphere and perceived value on customer satisfaction and its impact on behavioral intention on the millennial segment. This type of research was a quantitative method using associative research approach and Partial Least Squares Structural Equation Modeling (PLS-SEM) methods measured by Smart-PLS 3.0. The distribution of questionnaires was a non-probability with simple random sampling. The survey was conducted to 200 college students between the ages of 17 and 30 at a café in a shopping mall in Jakarta in 3 months (December 2017 until February 2018). The result shows that the store atmosphere can be used to generate perceived value, customer satisfaction, and behavioral intention. However, store atmosphere is confirmed to be the main behavioral intention predictor directly and indirectly.

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“…So, marketing managers must match the cost of new products or services to the perception of their customers and the quality they are going to provide. If customers found the product or service overpriced than their perceived price, then they might switch to other brands offering the same features (Ivkov et al, 2018). Service quality, customer satisfaction and perceived price are essential factors that lead to customer loyalty (Cha and Borchgrevink, 2018;Satti et al,2019).…”

Section: Introductionmentioning

confidence: 99%

Innovations for potential entrepreneurs in service quality and customer loyalty in the hospitality industry

Satti

Babar

Parveen

et al. 2020

APJIE

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Purpose This study aims to investigate the role of moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry. Design/methodology/approach The authors have collected data from customers of the hospitality industry of significant cities of Pakistan using 362 structured questionnaires. Structural equation modelling was used to find out moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry. Findings The results showed that the role of customer satisfaction as a mediator and the role of perceived price fairness as a moderator between service quality and customer loyalty is statistically significant. Customers are influenced by price, and it leads to their satisfaction in the hospitality industry. Research limitations/implications The results of this study can be used by managers of the restaurant industry to enhance customer loyalty by focusing on customer satisfaction and perceived price. Originality/value The evidence documented in this paper is first known to measure the role of a mediator and moderator between service quality and customer loyalty for potential entrepreneurs. This paper will add to the literature of service quality in the hospitality industry concerning the role of customer satisfaction and perceived price fairness for future and potential entrepreneurs.

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Innovations in the restaurant industry: An exploratory study

Abstract: Summary This paper tends to identify managers' current innovation activities and attitudes,

Cited by 31 publications

References 33 publications

Combined Effects of Drivers and Impact of Customer Satisfaction on Brand Loyalty: The Contingent Effect of Social Trust

Combined Effects of Drivers and Impact of Customer Satisfaction on Brand Loyalty: The Contingent Effect of Social Trust

Do Store Atmosphere and Perceived Value Matter in Satisfying and Predicting the Millennials’ Behavioral Intention in a Café Setting?

Innovations for potential entrepreneurs in service quality and customer loyalty in the hospitality industry

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