Value Creation Through Service Cues: The Case of the Restaurant Industry in Taiwan

Cheng, Julian Ming Sung; Lin, Julia Ying Chao; Wang, Edward

doi:10.1080/15332961003604303

Cited by 7 publications

(6 citation statements)

References 52 publications

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“…According to this theory, there are five types of value, and they are classified as follows: Functional value, which has the ability to fulfil the function for which a product was created, and this may include attributes, such as texture, taste, freshness and overall quality in the case of new food products (Perrea et al , 2015). Social value, which includes the association of a person’s product choice with the expected choice of a specific social group (Sweeney and Soutar, 2001; Pihlström and Brush, 2008; Cheng et al , 2010; Perrea et al , 2015), and it may be based on the belief that consumers make a connection between a particular social class or referential group membership and new food products (Perrea et al , 2015). Emotional value, which arouses feelings or affective states that a product generates (Sheth et al , 1991; Sweeney and Soutar, 2001) and may have a link with the hedonic value, given that a consumer’s own pleasure, liking and comfort may give rise to this value (Perrea et al , 2015).…”

Section: Previous Studies and Conceptual Frameworkmentioning

confidence: 99%

“…Social value, which includes the association of a person’s product choice with the expected choice of a specific social group (Sweeney and Soutar, 2001; Pihlström and Brush, 2008; Cheng et al , 2010; Perrea et al , 2015), and it may be based on the belief that consumers make a connection between a particular social class or referential group membership and new food products (Perrea et al , 2015).…”

Section: Previous Studies and Conceptual Frameworkmentioning

confidence: 99%

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Consumption values and physical activities: consumers’ healthy eating choices

Thomé

Pinho

Hoppe³

2019

BFJ

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Purpose The purpose of this paper is to investigate the extent to which consumption values and physical activities influence consumers’ healthy eating choices. Design/methodology/approach A survey with 292 participants was analysed by means of bilateral factor analysis and structural equation modelling to study the consumers’ healthy eating choices based on consumption values and moderation effect of physical activities. Findings Consumers’ healthy eating choices are strongly linked to epistemic and emotional values. Physical activities act as a moderator of the emotional value and functional value price. Originality/value This paper adds to the literature on consumption values and raises new insights of value for the health and wellness food industry.

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Section: Previous Studies and Conceptual Frameworkmentioning

confidence: 99%

Section: Previous Studies and Conceptual Frameworkmentioning

confidence: 99%

Consumption values and physical activities: consumers’ healthy eating choices

Thomé

Pinho

Hoppe³

2019

BFJ

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“…Studies on the effects of a restaurant's physical environment have been found to have a significant and mostly positive effect on the customers' development of value perception (Cheng et al, 2010), brand image (Nguyen and Leblanc, 2002;Ryu et al, 2012), brand personality (Magnini and Thelen, 2008) and perceived service and quality (Crane and Clarke, 1988;Ha and Jang, 2012). There is also evidence to suggest that the ambience of a service establishment significantly enhances the customers dining experience and establishes a positive a relationship with the service provider (Lin, 2016) which influence the behavioural intentions of the customers such as purchase decisions, amount of time and money spent at a restaurant, intentions to revisit and becoming loyal customers (Ha and Jang, 2012;Harris and Ezeh, 2008;Lee et al, 2005).…”

Section: Surrogate Indicatorsmentioning

confidence: 99%

“…Two key reasons provoke this study. First, much of the existing literature on surrogate indicators or cue utilization is based in Western settings and recently in Asian countries such as Korea and Taiwan (Cheng et al, 2010;Lee et al, 2005). There is little evidence to suggest that in the absence of the halal logo, Muslims use similar cues to non-Muslims in evaluating and selecting restaurants.…”

Section: Introductionmentioning

confidence: 99%

“Is this restaurant halal?” Surrogate indicators and Muslim behaviour

Khan

2019

JIMA

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Purpose The purpose of this study is to investigate what cues or surrogate indicators Muslims use to determine whether restaurants are suitable for dining purposes in the absence of the halal logo and to examine if the cues used are different among Muslims from non-Muslim countries as opposed to Muslims from Muslim countries. Design/methodology/approach Data were collected via semi-structured interviews in one Muslim majority (Malaysia) and one non-Muslim country (the UK). A total of 16 adults participated in the study with an equal representation from both countries. Findings In the absence of the halal logo, participants relied on extrinsic cues such as the presence of other Muslim-looking customers and service personnel to determine whether a restaurant was deemed safe for dining in. The location of a restaurant was a strong indicator for Muslims in both Muslim and non-Muslim countries. In the absence of the halal logo, participants read the menus carefully, queried the service personnel for additional information and selected safer options, such as vegetarian and seafood. Research limitations/implications The study used a small sample, and therefore, the findings are tentative. Practical implications Given the growth of Muslim population in many non-Muslim countries, it is important for restaurants in non-Muslim countries not to marginalize this customer base. Trust is a key issue and service providers without the halal logo should gain the trust of Muslim customers by training service personnel and equipping them with knowledge of what halal means, developing menus with vegetarian and seafood options, providing detailed information on ingredients and communicating this on their websites and social media sites. They could also consider working with Muslim food and travel bloggers to promote themselves to a Muslim audience. They can develop a more Muslim sympathetic marketing approach and consider using separate cooking and serving utensils to gain trust and patronage of Muslim customers as well as to appeal to a larger market (vegans/vegetarians). Originality/value The present study is one of the first studies that concentrates on gaining an insight into how Muslims make decision pertaining to the selection and dining at a restaurant in the absence of the halal logo. A major contribution of the study is the identification of cues that assist Muslims when evaluating and selecting alternative food options in the absence of a halal logo.

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“…Servicescape include both the exterior and interior components of design, background music, lighting, odour and ambient conditions. Past research on the effects of restaurants’ physical environment has mostly reported significant and positive effect on the development and perception of quality (Ha and Jang, 2012; Hussain et al , 2011; Sweeney et al , 1992), brand image (Ryu et al , 2012) and value perception (Cheng et al , 2010). The physical environment has also been found to influence the development of a positive relationship with the service provider (Lin, 2016) and the behavioural intentions of customers, such as intentions to revisit or becoming loyal customers (Ha and Jang, 2012; Harris and Ezeh, 2008).…”

Section: Halalness Of Restaurants – Definition and Scopementioning

confidence: 99%

Ascertaining the “Halalness” of restaurants – scale development and validation

Khan¹,

Khan

2018

JIMA

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Purpose The purpose of this study is to develop and validate a measurement scale for determining the “Halalness” of restaurants and related behaviour among Muslim consumers in the absence of the halal logo. The study responded to scholarly calls for further research in exploring the consumption practices of Muslims. Design/methodology/approach The scale was developed and validated using a rigorous methodology recommended in the scale development literature. The study used a total sample of 438 (66 respondents for pilot study, 208 for exploratory survey and 164 for the confirmatory survey) to collect the data. Reliability and validity of the measurement scale was established through average variance extracted, Cronbach’s alpha, composite reliability, critical ratios and discriminant validity. Findings The results from the exploratory factor analysis and confirmatory analysis propose a three-dimensional measurement scale with 14 items for establishing the “Halalness” of restaurants and including social servicescape; neighbourhood and behaviour. Research limitations/implications The study was unable to validate a number of cues and behaviour such as the presence of images in the restaurant or consumer responses to the presence of alcohol. The researchers are therefore encouraged to test these cues. Originality/value The study addresses a gap in Islamic literature, and it is among the first to provide conceptualisation and empirically validate a scale for measuring the “Halalness” of restaurants. The scale was tested and validated based on samples drawn from two different countries, thereby allowing for generalizability.

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Value Creation Through Service Cues: The Case of the Restaurant Industry in Taiwan

Cited by 7 publications

References 52 publications

Consumption values and physical activities: consumers’ healthy eating choices

Consumption values and physical activities: consumers’ healthy eating choices

“Is this restaurant halal?” Surrogate indicators and Muslim behaviour

Ascertaining the “Halalness” of restaurants – scale development and validation

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