The consumer reaction to environmental contamination model explains how consumers’ perceptions about cleanliness influence their behavior in hospitality and tourism settings. Research literature ...supports the model that proposes the influence of several variables on consumers’ emotional reaction of disgust when they experience some type of personal contact with the contamination. These variables include cultural beliefs, risk perception, knowledge about cleanliness and health, familiarity with the specific type of contamination, prior experience with an illness caused by unclean environmental conditions, location or setting, type of personal contact, and demographics. These variables may affect the level of disgust generated by possible contact with the environmental contamination with some part of the body. Examples from hospitality and tourism settings are offered, but the model may also be useful in other environmental contexts. More research is needed to better understand consumers’ reactions to contamination in hospitality and tourism environments.
Physical contact between humans and their pets increases the potential for zoonotic disease transmission. This study used the 2016 U.S. Food and Drug Administration (FDA) Food Safety Survey to ...compare the food handling behaviors of pet owners and non-pet owners, because poor food handling and hygiene habits can increase the likelihood of disease transmission from animals to humans. Results show that both pet ownership and pet type were important in predicting food safety behaviors. After controlling for sociodemographic factors included in this study (gender, age, household income, household size, and race or ethnicity), pet ownership was significantly associated with overall food safety practices and, more specifically, with better hand washing behaviors, kitchen cleaning, and ownership and use of a food thermometer, as well as a greater awareness of foodborne pathogens. Cat owners and cat-dog owners had better overall food safety practices and better hand washing behaviors compared with those of dog owners. After controlling for sociodemographic variables, there were no significant associations between pet ownership and perception of risks associated with unsafe food handling practices.
Historical cookbooks as a source of recipes and food preparation information would be expected to document advancements in food safety related to kitchen equipment, cleaning, foodborne illness ...knowledge, and consumer education materials. In turn, this food safety information might be expected to contribute to consumers' food safety behaviors. Using both quantitative and qualitative research methodology, this study assessed how food safety information in cookbooks changed and how quickly advancements were incorporated. Faster assimilation into cookbooks was associated with kitchen equipment, educational resources (hotlines and websites), and foodborne illness outbreaks. The rate of incorporation of education materials was moderate. Cleaning advances were the slowest to be incorporated. Modern cookbooks published after the 1980's rapidly evolved with advances in food safety knowledge.
Consumer envy during service encounters Anaya, Gerardo Joel; Miao, Li; Mattila, Anna S ...
The Journal of services marketing,
05/2016, Volume:
30, Issue:
3
Journal Article
Peer reviewed
Purpose
This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were examined.
...Design/methodology/approach
An online survey was used to collect 311 actual episodes of consumer envy. Both qualitative and quantitative analyses were used to answer the research questions.
Findings
This research identified five different triggers of consumer envy during service encounters, each associated with distinct cognitive appraisal patterns. Moreover, envious customers might experience three qualitatively different shades of envy labeled as “blue envy”, “red envy” and “green envy”. Actions taken by service providers are found to be a major cause of consumer envy, and they elicit emotions associated with complaining, negative word of mouth, lower encounter satisfaction and lower repurchase intention.
Research limitations/implications
While significant contributions are made, this study relied on self-reported data. Given that envy is considered a private and sensitive emotion, participants may have withheld from sharing some of the more socially undesirable details of their envy episodes.
Practical implications
The results stress the importance for service providers to avoid a perception of unfair preferential treatment. This perception of service unfairness is associated with hostility directed at service employees and negative organizational consequences.
Originality/value
This study is among the first to examine consumer envy in the context of service encounters.
► The objectives of this study were to examine whether transformational leadership style (TL) and organizational climate (OC) impact employees’ attitudes and intentions to follow safe food handling ...practices. ► TL did not impact employees’ attitudes and intentions. However, TL significantly impacted OC, and OC significantly impacted employees’ attitudes and intentions to follow safe food handling practices. ► The moderating effect of food safety certification on the relationships among TL, OC, and employees’ attitudes and intentions was also significant.
The objectives of this study were to examine whether transformational leadership style (TL) and organizational climate (OC) impact employees’ attitudes and intentions to follow safe food handling practices. We also set out to investigate the moderating effect of food safety certification on the relationships among TL, OC, and employees’ attitudes and intentions to follow food safety practices in restaurants. Questionnaires were distributed to restaurants in one state. Structural equation modeling techniques and multiple group analysis were used. The results of this study indicate that TL did not impact employees’ attitudes and intentions. However, TL significantly impacted OC, and OC significantly impacted employees’ attitudes and intentions to follow safe food handling practices; additionally, employees’ attitudes significantly impacted intentions to perform safe food handling practices. Furthermore, the moderating effect of food safety certification on the relationships among TL, OC, and employees’ attitudes and intentions was also significant. The results of this study not only provide a theoretical framework but also present more detailed diagnostic information regarding the impact of TL and OC on employees’ attitudes and intentions to follow safe food handling practices.
► This study examined the impact of inspector and operation type on restaurant inspection scores and estimated the probability of each violation found by each inspector and operation type. ► The ...results of this study showed that inspector and operation type significantly impacted inspection scores. ► The estimated probability of each violation being found by inspector during a specific inspection of operation ranged from 0% to 47.9% and was considered as specific training needs for inspectors and restaurant managers.
This study examined the impact of inspector and operation type on restaurant inspection scores and estimated the probability of each violation found by each inspector and operation type. General linear models and a logistic regression model were employed to analyze 1,067 regular routine inspection results. The results of this study showed that inspector and operation type significantly impacted inspection scores, explaining 28.07% of the variation in scores. A significant difference was found in the prediction of the probability of each violation found by inspector and operation type. The estimated probability of each violation being found by inspector during a specific inspection of operation ranged from 0% to 47.9%. The probability of each violation occurrence by inspector and operation type was considered as specific training needs for inspectors and restaurant managers. Possible implications are suggested for training programs for inspectors and restaurant managers to improve standardized results of inspection.
How Clean Are Hotel Rooms? Part I Almanza, Barbara A.; Kirsch, Katie; Kline, Sheryl Fried ...
Journal of environmental health,
07/2015, Volume:
78, Issue:
1
Journal Article
Peer reviewed
Current evidence of hotel room cleanliness is based on observation rather than empirically based microbial assessment. The purpose of the study described here was to determine if observation provides ...an accurate indicator of cleanliness. Results demonstrated that visual assessment did not accurately predict microbial contamination. Although testing standards have not yet been established for hotel rooms and will be evaluated in Part II of the authors’ study, potential microbial hazards included the sponge and mop (housekeeping cart), toilet, bathroom floor, bathroom sink, and light switch. Hotel managers should increase cleaning in key areas to reduce guest exposure to harmful bacteria.
•Consumers were more concerned about contracting COVID-19 from restaurant foods than food in general (i.e., no specified source).•Consumers were especially concerned about contracting COVID-19 from ...restaurant food that is served cold, raw, or uncooked.•Consumers perceived restaurant food packaging as a source of contracting COVID-19 (50% moderately concerned; 23% very concerned).•COVID-19 concerns about restaurant foods and packaging varied by consumers’ socio-demographics and COVID-19-related characteristics.
The COVID-19 pandemic and subsequent U.S. in-restaurant dining restrictions deleteriously affected the restaurant industry. While dining restrictions were adopted to prevent human contact, evidence suggests that consumers may mistakenly perceive that restaurant "food" and its "packaging" are risky sources of COVID-19. To explore consumers' COVID-19 risk perceptions about food itself, restaurant food specifically, and restaurant food packaging, this study collected nationwide U.S. consumer survey data (n = 958) using an online consumer panel. Findings showed that: (1) consumers were less concerned about contracting COVID-19 from food in general than restaurant food and its packaging, with consumer restaurant concern highest for food served in restaurants, and lowest for hot/cooked restaurant food followed by restaurant food from carry-out; and (2) the risk perceptions of consumers varied with financial concern for food, gender, and being in a high-risk category of COVID-19. Implications for researchers, restauranteurs, government, and food safety professionals are discussed.
How Clean Are Hotel Rooms? Part II Almanza, Barbara A.; Kirsch, Katie; Kline, Sheryl Fried ...
Journal of environmental health,
07/2015, Volume:
78, Issue:
1
Journal Article
Peer reviewed
Hotel room cleanliness is based on observation and not on microbial assessment even though recent reports suggest that infections may be acquired while staying in hotel rooms. Exploratory research in ...the first part of the authors’ study was conducted to determine if contamination of hotel rooms occurs and whether visual assessments are accurate indicators of hotel room cleanliness. Data suggested the presence of microbial contamination that was not reflective of visual assessments. Unfortunately, no standards exist for interpreting microbiological data and other indicators of cleanliness in hotel rooms. The purpose of the second half of the authors’ study was to examine cleanliness standards in other industries to see if they might suggest standards in hotels. Results of the authors’ study indicate that standards from other related industries do not provide analogous criteria, but do provide suggestions for further research.
As the number of air travelers grows, the need for a clean environment has become important during air travel. This study assessed passenger perceptions of cleanliness in airplanes. Using attributes ...from prior research, this study was able to extract three cleanliness dimensions and found that the most important cleanliness dimensions were food & flight attendants and lavatory. The importance of cleanliness was greater for females, older, and less experienced passengers. Almost one-third of the respondents reported taking active measures during air travel to prevent themselves from becoming sick. Results offer theoretical and practical contributions to the airline industry.
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