The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

Truong, Ngan; Nisar, Tahir M.; Knox, Dan; Prabhakar, Guru Prakash

doi:10.1108/ijcthr-11-2016-0111

Cited by 29 publications

(37 citation statements)

References 87 publications

(138 reference statements)

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“…Researchers have shown in many contexts the relationship between perceived service quality and willingness to use a service. Recent examples of these contexts include air travel (Hussain et al 2015), government e-services (Sharma 2015), restaurants (Truong et al 2017), and service innovations (Storey et al 2016). The current study is interested in these relationships not as an attempt to replicate those prior studies, but rather to link the expected effects we noted earlier.…”

Section: Mediation Of Reputationmentioning

confidence: 78%

“…In this respect, perceived service quality functions as a signal, which sellers and the marketplace develop. Truong et al (2017) found the perceived quality of food, atmosphere, cleanliness, and employees affected the perceived service quality of a restaurant. Ho and Wei (2016) found authentic experiences with sellers affect perceived service quality, which they described as a function of signal credibility.…”

Section: Perceived Service Qualitymentioning

confidence: 98%

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Reputation Cues as Signals in the Sharing Economy

2020

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Reputation cues, like star ratings, signal qualities of service providers in the sharing economy and may affect user behavior. Guided by concepts from signaling theory and using a repeated measures experiment (N = 221), this study manipulated the level of star ratings of ride sharing drivers. Intuitive findings are perceived service quality and willingness to use the service provider are higher when the star rating is high versus low. Extending prior work, perceived service quality mediates the effect of reputation on willingness, explaining 83% of the total effect. Also, the direct effect of reputation cues on perceived service quality depends, albeit weakly (η2p = 0.02), on how much users say they pay attention to them. These novel findings clarify the kinds of mental processing that occur when users of shared services evaluate reputation cues. We discuss findings in terms of costly signaling and consider practical implications for users and providers.

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Section: Mediation Of Reputationmentioning

confidence: 78%

Section: Perceived Service Qualitymentioning

confidence: 98%

Reputation Cues as Signals in the Sharing Economy

2020

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“…Berry et al (2006) classified the service attributes into three groups which are Mechanic Clues, Humanic Clues and Functional Clues. First, Mechanic Clues consist of the sensory presentation of the service; for instance, ambience, scent, light, touch, taste and sound (Berry et al 2006;Chua et al 2014;Truong et al 2017). Second, Humanic Clues consist of the appearance and behaviour of service staff, who directly interact with and deliver the service values to customers (Berry et al 2006).…”

Section: Innovative Service Cluesmentioning

confidence: 99%

“…Service staff is considered as one of the key players that influence customer impression of the service performance. Humanic Clues are determinants that have always been a concern to scholars in the hospitality field to maximise the positive experience for customers (Chua et al 2014;Nguyen et al 2014;Garg and Amelia 2016;Truong et al 2017). Third, Functional Clues are those that deliver the efficiency and accuracy of the technical quality at its presence or absence (Berry et al 2006).…”

Section: Innovative Service Cluesmentioning

confidence: 99%

Exploring the Impact of Innovativeness of Hospitality Service Operation on Customer Satisfaction

Truong

Dang-Pham

McClelland

et al. 2020

OSCM: An Int. Journal

Self Cite

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Service Innovation is critical for service improvement and development that enhance customer satisfaction. Besides the importance of technology and tangible products, innovativeness leverages customer satisfaction by stimulating their five senses perception. Service-Dominant Logic emphasises the role of innovativeness in service delivery in alignment with customer perception to create Service Innovation. In other words, innovativeness involves the innovative service clues that drive customer perception when experiencing the intangible values of the operation. Despite the importance of innovativeness, studies for the issue appear to be limited and are especially scarce on qualitative research technique. Thus, this study aims to explore the impact of innovativeness on customer satisfaction in the case of hotel operations as qualitative research. A set of propositions are generated based on relevant works of literature and an approximate of one thousand reviews on the TripAdvisor website. The reviewers were international customers of 20 boutique hotels in Vietnam. The thematic analysis with deductive approach was employed to determine the key themes of Innovativeness that influence customer satisfaction. The findings suggest a conceptual model about the influences of 1) Innovative Humanic Clues, 2) Innovative Mechanic Clues and 3) Innovative Functional Clues on the customer's Transaction-Specific Satisfaction. The model explains how customers perceive innovativeness through the five senses and their evaluation on the innovativeness of the operations. The study, therefore, addresses the importance of innovativeness in service operation management to satisfy customer expectation for a new experience.

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“…& Patton, 1995;Markovic, Komsic, & Stifanic, 2013). Using this instrument, validation of the dimensions of DINESERV has been evaluated in different countries such as Korea (Kim, McCahon & Miller, 2003), Croatia (Marković, Raspor & Šegarić, 2010), Malaysia (Bougoure & Neu, 2010), Jordan (Ala'a, Ahmad, & Ahmad, 2015) Sudan (Diab, Mohammed, Mansour, & Saad, 2015) and some western countries and cities such as London (Mhlanga, Hattingh, & Moolman, 2014), England (Truong, Nisar, Knox, & Prabhakar, 2017), Turkey (Murat & Memis, 2017) and in the capital cities of Europe (Radojevic, Stanisic, Stanic, & Sarac, 2014). Overall, the research findings from these studies indicate that DINESERV is a valid tool in different cultures, and the quality of service may differ considerably according to guests' and food service outlets' characteristics.…”

Section: Measuring Service Qualitymentioning

confidence: 99%

Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures

Okumuş¹

2019

JoT

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This paper aims to examine how frontline employees in individualistic cultures such as the United States can better understand and respond to the complaining behaviors of restaurant consumers from collective cultures such as those from Asian countries. Previous studies suggest that customers from collectivist cultures often prefer not to complain directly and openly about service failures. They may offer indirect hints and information to their families and friends about their experiences. It is possible that frontline employees from individualistic cultures may not fully understand the complaining behaviors of restaurant customers from collectivist cultures. This may result in loss of business, customers' disloyalty and negative publicity about the business. Based on a review of previous research studies in this area, this study offers specific recommendations for practice and future research.

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The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

Abstract: Page 21 of 56International Journal of Culture, Tourism, and Hospitality Research 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59

Cited by 29 publications

References 87 publications

Reputation Cues as Signals in the Sharing Economy

Reputation Cues as Signals in the Sharing Economy

Exploring the Impact of Innovativeness of Hospitality Service Operation on Customer Satisfaction

Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures

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