•Customer reviews of five-star hotel restaurants on Meituan were content analyzed.•Taste, freshness, and brand credibility remain salient as in dine-in experiences.•Packaging and delivery quality ...emerge in the O2O context.•Hygiene is a new issue directly related to the COVID-19 pandemic.•Interaction quality still remains salient and empathy has a layer of new meaning.
COVID-19 presents luxury hotels with an unenviable task of maneuvering to secure survival. One of the contingency measures of China’s five-star hotels is to salvage revenues by entering online-to-offline (O2O) food delivery platforms. However, both opportunities and risks will ensue. Study 1 has content analyzed customer reviews on the largest O2O food delivery platform in China to probe the key factors of concern. The results show that taste, freshness, and brand credibility remain salient, as in dine-in experiences, while packaging and delivery quality emerge as a result of the integration of the O2O platform, and hygiene due to the COVID-19 pandemic. Interestingly, interaction quality between restaurant staff and customers still plays significant roles with the online channel. Study 2 has further deepened the understanding of luxury restaurants’ O2O services through semi-structured interviews with F&B professionals. The results have paved the way for hotel operators to employ tactics on O2O platforms.
Background: The Indonesian government has implemented various regulations, including smoke-free policies (SFPs) aimed at reducing exposure to second-hand smoke and improving public health. However, ...the implementation of these policies has encountered challenges. Objective: This study aimed to investigate the implementation of SFP in the hospitality industry in Yogyakarta, Indonesia. Methods: Three focus group discussions with the managers of hotels, restaurants, and coffee shops (n=19) were conducted in November 2021. Thematic analysis was used to analyse the data. Results: Three themes were identified: 1) Efforts to implement SFPs at hospitality premises; 2) Reasons for adopting SFPs; and 3) Challenges for policy implementation. Many hospitalities industry have undertaken efforts to implement SFPs, though they are not comprehensive. The reasons for implementing SFPs include protecting second-hand smokers, meeting guest preferences, and creating a fresher environment. Resistance from customers has become a significant challenge, as some view SFPs as an infringement on personal freedom. Furthermore, unclear sanctions and enforcement from the government also highlighted by participant as the main barriers of SFPs implementation. Conclusion: Overall, while there is significant effort to implement SFPs in hospitality venues, challenges such as customer resistance and unclear government guidance persist. This condition underscores the need for clearer policies and support mechanisms for successful implementation.
•We developed a behavioral intention model in the hotel-restaurant context.•Quality of physical environment, service, and food were critical in increasing satisfaction.•Conspicuousness acted as a ...significant moderator.
This study developed a theoretical framework in which overall image, image congruence, and quality of physical environment, service, and food affect guests’ satisfaction and intentions to revisit a luxury hotel restaurant and visit other restaurants of the same hotel by considering the influence of conspicuousness as a moderator. The measurement model assessment revealed that all items included an acceptable level of measurement quality. Results of the structural analysis indicated that the research variables were in general significantly associated; quality dimensions and satisfaction had a mediating role; and the impact of satisfaction and overall image on decision formation was greater than that of other variables. Moreover, the structural invariance model assessment indicated that conspicuousness acted as a significant moderator. Overall, our proposed theoretical framework was found to include a sufficient power in predicting patrons’ intentions for luxury hotel restaurant products. Using this quantitative approach, our research objectives were wholly achieved.
Location-based studies for tourism destinations have beenconducted from perspectives such as regional geography and systematicgeography. However, despite the importance of location, the impact ...oflocation on food safety has not yet been studied, even though it might bethe most influential aspect of planning and development in a tourism destination. This exploratory study identified locational determinants that are associated with the degree of critical food safety violations in hotel restaurants in the Miami metropolitan area in the United States. The results indicated that proximity to the beach, downtown, city of Miami, and airport had a significant effect on critical food safety violations. Furthermore, considerable local variations in the relationships among variables were explored using a geographically weighted regression. The implications on and suggestions for effective food safety planning and policy related to tourism are discussed.
•Exploring the spatial patterns of food safety of hotel restaurants.•Detecting local clusters of critical food safety violations at hotel restaurants.•Identifying locational determinants related to the degree of food safety violations.•Proximities to beaches, downtowns, and airports affect the degree of food safety violations.•Midprice hotels and non-chain hotels present more significant results.
This study applies experiential value and overall image to identify antecedents of customers’ behavioral intention (revisit intention and willingness to pay a premium) toward environmentally ...certified hotel restaurants (ECHRs). Data from 391 individuals who responded that they had already visited at least one of three selected ECHRs of five-star hotels in South Korea were analyzed. The results show that playfulness had the greatest positive influence on the overall image of ECHRs, followed by service excellence and consumer return on investment. However, aesthetics had a negative effect on the overall image. Moreover, overall image was found to positively influence revisit intention and willingness to pay a premium. Thus, playfulness, service excellence, and consumer return on investment are important for inducing customers’ revisit intention and willingness to pay a premium in ECHRs. In addition, the moderating roles of environmental consciousness on the associations of overall image with revisit intention and with willingness to pay a premium were confirmed. The research design and results contribute to the literature on eco-friendly restaurants in the hospitality industry. Therefore, the theoretical framework verified in this study can be used as a basis for customer experience research on eco-friendly restaurants in hotels.
Purpose
The purpose of this paper is to investigate the impact of service quality (physical quality and staff behaviour) and brand equity (brand quality, brand awareness and brand image) on hotel ...restaurant food quality satisfaction and brand loyalty among international and local travellers in Malaysia.
Design/methodology/approach
A total of 354 valid questionnaires were collected to assess the measurement and structural model for reflective latent constructs using the two steps of covariance-based structural equation modelling.
Findings
The research findings suggest that while travellers’ nationality moderates the path between physical quality, staff behaviour and brand image on food quality satisfaction, it does not moderate the relationship between brand quality and brand awareness on food quality satisfaction. This finding further suggests that towards enhancing service quality and brand equity on food quality satisfaction and brand loyalty, managers should understand the important distinctions between international and local travellers.
Originality/value
Previous studies have mostly examined the impact of brand equity and service quality towards tourist satisfaction and very few studies have examined the impact of restaurant service quality and brand equity on consumer satisfaction and brand loyalty specifically among international and local travellers. This is one of the first few studies providing empirical evidence and discussions in this area.
Although studies have suggested that employee empowerment has a motivational effect on organizational commitment, the conceptual explanation and the factors that influence this relationship remain ...unexplored. To fill that gap, this study examines the mediating role of management trustworthiness in the relationship between empowerment and commitment, based on a survey of 330 employees in twenty-nine upscale hotel restaurants in Seoul, South Korea. A test of the model in this study finds that management trustworthiness fully mediates the relationship between influence, a dimension of empowerment, and organizational commitment while it partially mediates between attitude, another dimension of empowerment, and commitment. One implication is that managers can empower employees as a demonstration of the value the firm places its workers. Empowerment can support the notion of management trustworthiness, which is an essential element of organizational commitment.
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