Service Encounter Experience Antecedents and Outcomes in the Zimbabwean Restaurant Industry

2019 ◽  
Vol 16 (2) ◽  
pp. 513-537
Author(s):  
P MUKUCHA ◽  
◽  
C ROOTMAN ◽  
NE MAZIBUKO ◽  
◽  
...  
Keyword(s):  
Restaurant Industry ◽  
Service Encounter

Effects of service encounter barriers on situational abnormality and consumers' behavioral intentions at food and beverage restaurants

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Naeem Akhtar ◽  
Umar Iqbal Siddiqi ◽  
Wasim Ahmad ◽  
Muhammad Usman ◽  
Xianglan Chen ◽  
...  
Keyword(s):  
Behavioral Intentions ◽  
Restaurant Industry ◽  
Service Encounter ◽  
Survey Method ◽  
Service Firms ◽  
Content Type ◽  
Global Context ◽  
Downstream Effects ◽  
Food And Beverage ◽  
Revisit Intentions

PurposeThe present study unveils the service encounter barriers – interactional and instructional – faced by foreign consumers at food and beverage restaurants in China. It builds a conceptual framework and examines (1) how service encounter barriers create situational abnormality, (2) how situational abnormality engenders foreign consumers' felt discomfort that influences their revisit intentions and (3) how expectations disconfirmation moderates situational abnormality.Design/methodology/approachConvenience sampling using the survey method was employed to collect data from 517 foreign consumers – who stay in Beijing (China) – at food and beverage restaurants. The study used IBM SPSS 25.0 and Amos Graphics 24.0 to analyze the data and interpret results.FindingsFindings reveal that interactional and instructional barriers positively create situational abnormality, which ultimately leads to foreign consumers' felt discomfort and their negative revisit intentions. Expectations disconfirmation significantly aggravates situational abnormality as a moderator.Research limitations/implicationsThis study investigates foreign consumers' behavior at food and beverage restaurants in China and cautions its generalizability. It suggests corroborating the foreign consumers' behavioral intentions in the context of other countries to generalize the findings and unleash other factors additive to comprehend their behavior in the wake of restaurant industry.Originality/valueThe extant literature has not examined the service encounter barriers faced by foreign consumers at food and beverage restaurants in China. The present study, responding to the previous calls, incorporated the service encounter barriers and their downstream effects on foreign consumers' behavioral responses. By doing so, it adds value to the domestic food and beverage restaurants and service firms in China, in particular, and paves the way to understand the interactional and instructional barriers in the global context, in general, by engaging the foreign consumers.

SCIENTIFIC AND METHODOLOGICAL ASPECTS OF THE STRATEGY OF MANAGEMENT OF SUSTAINABLE ECONOMIC DEVELOPMENT OF THE SERVICE ENTERPRISE

2017 ◽  
Author(s):  
Petro Makarenko ◽  
◽  
Olena Judina ◽  
Keyword(s):  
Economic Development ◽  
Regression Models ◽  
Performance Indicator ◽  
Restaurant Industry ◽  
Capital Investments ◽  
Progressive Development ◽  
Sustainable Economic Development ◽  
Commercial Activities ◽  
Marketing Activities ◽  
Methodological Aspects

The article substantiates the methodological tools for the formation of the mechanism for implementing the strategy of sustainable economic development of the hotel and restaurant industry. To ensure the operation of the mechanism, a system of indicators and criteria for assessing the process of sustainable economic development, based on accelerating the growth of efficiency and reducing operating costs through reserve and progressive development of resource potential of the enterprise. The paper identifies the stages of sustainable economic development of the enterprise, which include: identification, grouping and analysis of factors of progressive and reserve development, their classification and determining the degree of influence on the growth of operational (production and administrative and marketing) activities, progressive development of resource potentials; development of regression models and indicators of progressive, reserve and sustainable (static and dynamic) economic development, which explain the patterns of influence of factors on performance indicators; forecasting the parameters of efficiency and cost of production and commercial activities; formation of the volume and structure of investments by types of capital investments that ensure the progressive development of resource potentials, economic growth and sustainability of the enterprise. A methodology for creating regression models and indicators was developed, which provided an opportunity to assess and predict the ratio of resource costs and the level of operational efficiency, as well as change the performance indicator by changing the values of factor parameters or their total value in different combinations. The algorithm of the organizational and economic mechanism of realization of strategy of management of steady economic development of the enterprise of hotel and restaurant sphere is constructed. This algorithm provided the ability to determine the reserves of available resources, as well as to establish the required size and structure of capital investments that reduce costs and increase the efficiency of production and administrative activities.

Contribution of Hotel and Restaurant Industry to Solid Waste: An Assessment of its Impact on Environment

2015 ◽  
Vol 10 (1) ◽  
pp. 22-32
Author(s):  
Nripendra Singh ◽  
◽  
S. Krishna Sundari ◽  
Amar Nath ◽  
◽  
...  
Keyword(s):  
Solid Waste ◽  
Restaurant Industry
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