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International Journal of Contemporary Hospitality Management
ISSN : 0959-6119
Article publication date: 10 April 2017
The purpose of this paper is to present a review of the foodservice and restaurant literature that has been published over the past 10 years in the top hospitality and tourism journals. This information will be used to identify the key trends and topics studied over the past decade, and help to identify the gaps that appear in the research to identify opportunities for advancing future research in the area of foodservice and restaurant management.
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Design/methodology/approach
This paper takes the form of a critical review of the extant literature that has been done in the foodservice and restaurant industries. Literature from the past 10 years will be qualitatively assessed to determine trends and gaps in the research to help guide the direction for future research.
The findings show that the past 10 years have seen an increase in the number of and the quality of foodservice and restaurant management research articles. The topics have been diverse and the findings have explored the changing and evolving segments of the foodservice industry, restaurant operations, service quality in foodservice, restaurant finance, foodservice marketing, food safety and healthfulness and the increased role of technology in the industry.
Research limitations/implications
Given the number of research papers done over the past 10 years in the area of foodservice, it is possible that some research has been missed and that some specific topics within the breadth and depth of the foodservice industry could have lacked sufficient coverage in this one paper. The implications from this paper are that it can be used to inform academics and practitioners where there is room for more research, it could provide ideas for more in-depth discussion of a specific topic and it is a detailed start into assessing the research done of late.
Originality/value
This paper helps foodservice researchers in determining where past research has gone and gives future direction for meaningful research to be done in the foodservice area moving forward to inform academicians and practitioners in the industry.
- Hospitality management
- Restaurants
- Food and beverage
- Foodservice research
DiPietro, R. (2017), "Restaurant and foodservice research: A critical reflection behind and an optimistic look ahead", International Journal of Contemporary Hospitality Management , Vol. 29 No. 4, pp. 1203-1234. https://doi.org/10.1108/IJCHM-01-2016-0046
Emerald Publishing Limited
Copyright © 2017, Emerald Publishing Limited
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INFLUENCE OF SERVICE QUALITY IN RESTAURANT AND ITS IMPACT ON CUSTOMER SATISFACTION
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2021, IAEME PUBLICATION
In the hospitality industry improved service quality is essential to make customer happy. The rapid growth of the hospitality industry in the first decade of the 21st century forced the managers to evaluate the importance of service improvement in order to gain competitive advantage. The main objective of this research is to study the influence of different service quality factors in restaurant and its impact on customer satisfaction. The service quality dimensions in restaurants such as service quality of staff, menu diversity factors and atmospherics factors play a vital role in restaurant segments as it could create a strong positive mentality towards the services offered. The current study evaluates the influence of service quality dimensions on customer satisfaction in restaurants through correlation and ANOVA techniques.
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The major objective of any service is to meet need of the customers. Due to unique characteristics of services, measurement of service quality becomes very subjective. But researchers have explored the area and have developed various instruments to measure the quality of the services. This paper attempts to study all research instruments, scale and techniques. The major focus of this paper is on " Restaurant Services ". The paper tries to summaries different dimensions and attributes pertaining service quality of Restaurants. Published research papers on service quality were collected from online data base and journals from libraries.
Muhammad Yasir Rafiq
Lahore City is famous for its food and culture in all over the world. The objective of this study is to determine how the quality of restaurants effect on customer satisfaction in Lahore. Survey method has been adopted and information and data was collected through structured questionnaire. There were 539 customers selected randomly from small, large and full service restaurants. Restaurant Quality was measure on the base of six dimensions: Price, Menu, Food Quality, Seating arrangement, Cleanliness and Service Quality. The demographic profile of customers are presented using frequency distribution. Moreover, considering six restaurant's quality dimensions as independent variables and customer's satisfaction as dependent variable, regression analysis has been performed. It has been reveled from results that of restaurant's quality dimension has positive and significant impact on customer's satisfaction. , regression
Journal of Foodservice
Jau-Jiin Chen
Junaid Aftab , Entrepreneurship and Innovation Management Journal ISSN: 2310-0079
Fast food business has become a highly revenue generated industry in all over the world. Service quality plays a vital role to make the customers happy and insists them to revisit the restaurant. This research was carried out to clear the importance of service quality in customer satisfaction in fast food restaurants of Punjab, Pakistan. To clear this idea, five dimensions (tangibility, reliability, empathy, assurance and responsiveness) of service quality have been taken as predictor variables while customer satisfaction was taken as dependent variable. A survey was conducted on customers of fast food restaurants by using cluster sampling. The collected data was transferred to statistical package of social sciences (SPSS) for data analysis. The outcomes revealed that service quality is positively influenced on customer satisfaction in fast food restaurants of Punjab, Pakistan. The results showed how to enhance customer's satisfaction and make them loyal and also how to increase their revenue by improving service quality.
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BONIMAR AFALLA
Management & Marketing-Craiova
Naveed R Khan
Numtip Trakulmaykee
Due to the increasing competition among restaurant business in Malaysia, there is a critical need to understand the factors that may influence customers' satisfaction. Therefore, the aim of this research is to investigate the relationships among food quality, service quality, physical environment and customer satisfaction in Thai dining restaurant in Malaysia. Data are collected from customers of Thai dining restaurant located in Malaysia via a self-administered questionnaire. A total of 313 completed questionnaires are used in the analysis, which was tested using SPSS. The multiple regression analysis in this study revealed that food quality, service quality and physical environment had a signifi fcant role in infl fluencing customer satisfaction. The food quality is the most important factor which impacts on customer's satisfaction followed by physical environment and service quality respectively. The findings of this study provide useful insight for Thai dining restaurant manager to develop effective strategies in order to customers' satisfaction as followed. First, since food quality was found to be the most important factors as a predictor of the customers' satisfaction in Thai dining restaurant. The managers must pay attention to the food quality [1]
DR. ALAA ABUKHALIFEH
Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the analysis results (reliability, confirmatory factor analysis and descriptive statistics) from hotel restaurant sample revealed that Parasuraman’s model is a more appropriate representation of service quality for this study. The survey conducted was distributed to 700 customers who dine in hotel restaurants’ within six cites Amman, Irbid, Madaba, Dead Sea, Petra and Aqaba in Jordan. Of these 700, 460 surveys were returned and 30 of these surveys had more than 25% of the items unanswered, resulting in an effective sample of 430 usable completed questionnaires. Five constructs, tangibility, reliability, responsiveness, assurance and empathy were operationalized in order to test the research model. The current study seeks to extend our understanding of service quality by assessing a five‐dimensional model based on a first wave of researchers.
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Big Bing Hibachi & Smoothie Tea
![literature review of service quality in restaurants](https://s3-media0.fl.yelpcdn.com/buphoto/30WXM1zSOnzCJcH7AdADrQ/s.jpg)
Updated by business owner 1 month ago
![literature review of service quality in restaurants Photo of Big Bing Hibachi & Smoothie Tea - Port St. Lucie, FL, US. Chicken](https://s3-media0.fl.yelpcdn.com/bphoto/TA6PpmzN1vbkwBZv3xO2rg/l.jpg)
Review Highlights
![literature review of service quality in restaurants Jayda H.](https://s3-media0.fl.yelpcdn.com/photo/EfYxm7dgvNg8Fk4sSGMnmQ/60s.jpg)
“ I got the shrimp one time it was fresh and seasoned well, the 2nd time I got the steak so delicious , cooked perfectly, and good amount with added side and cabbage - the yum yum sauce is good also! ” in 4 reviews
![literature review of service quality in restaurants Cory H.](https://s3-media0.fl.yelpcdn.com/photo/5HJDpg2b6mcig6iNLHT8oA/60s.jpg)
“ Friendly staff, good portion size , and a clean modern aesthetic inside. ” in 2 reviews
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11490 SW Village Pkwy
Port St. Lucie, FL 34987
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Ashley S. said "Came here with the Pham. On our way to Disney. I was looking for some breakfast close by happy to see you. This place was within distance from us so we decided to drop in. When we got there it was super crowded on a Saturday late…" read more
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Janive S. said "Came here with my godson on Saturday. We were looking for a nice place on the water. I live in Fort Lauderdale so we just took my car and drove. It was around 2pm, so it was not busy at all. The host at the front counter was kind of…" read more
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About the Business
We provide dine-in and take-out Hibachi and fruit smoothie tea. Order online, by phone or walk-in, order to cook, join our customer reward system to get promotion and points! …
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![literature review of service quality in restaurants Photo of Jayda H.](https://s3-media0.fl.yelpcdn.com/photo/EfYxm7dgvNg8Fk4sSGMnmQ/60s.jpg)
Amazing! A new spot went 2x's in a row because it was that good. I got the shrimp one time it was fresh and seasoned well, the 2nd time I got the steak so delicious , cooked perfectly, and good amount with added side and cabbage - the yum yum sauce is good also! Better than regular hibachi restaurants. I liked the tea drinks BUT it can be too strong and aromatic for some (sometimes it's too much for me) and they are a bit pricey coming at $7 and change. TIP: buy the buns with your meal - like a boa bun The service is great and friendly workers. The place is clean, and decorated very thoughtfully I also love the hard plastic forks they have and the condiment jars they put the sauces in and the cups to hold the drinks (I just thought to put this in here since I feel they took their time in thinking of these things)
![literature review of service quality in restaurants Photo of Dust S.](https://s3-media0.fl.yelpcdn.com/photo/hoigqoOFrwK2qvI2FnqRMw/60s.jpg)
Let me just say that the young lady working behind the counter named MJ was FANTASTIC. We were on the fence about trying this place and she came outside to greet us and really was the reason we decided to give it a go. On to the food: First and most importantly, It's NOT hibachi. Don't call yourself a hibachi place and provide no fried rice option. The chicken was totally tasteless and it sits on top of a bed of hidden veggies to make the portion look larger in photos. The noodles have an overpowering taste of ginger. The steak is low quality and again portion size is tiny. $30+ for 2 of these combo meals is highway robbery. It's safe to say we won't be back here, ever. If this place doesn't start taking themselves more seriously by way of quality and value, they're not going to last... 1 star for the food. 1 star added because MJ was truly stellar. I'd hire her.
Business owner information
![literature review of service quality in restaurants Photo of Bigbing G.](https://s3-media0.fl.yelpcdn.com/buphoto/30WXM1zSOnzCJcH7AdADrQ/30s.jpg)
Business Owner
May 11, 2024
Hi Dust, thanks for your visit and review. I can feel you really care about our business. I know many customers like you want fried rice so bad. Us too. We are dedicated to offer fresh order to cook express Hibachi. In order to provide huge orders with high quality in short time, we cannot cook rice and protein at same time because rice grains might mix up. We are trying to figure out this problem by adding more equipments in our next new store in PSL. To put veggies is not to make portion look good. It is because we are providing nutrition-balanced healthy combo. About the portion, we offer 8oz net chicken / steak for each dish, we strictly measure the weight in the back kitchen. The portion for a combo is generous based on many reviewers’ opinions. For steak, we have the popular strip-loin and also a higher end of fillet mignon, multiple options for you. We have diversified sauce to come with on the side. We do take it seriously all the time and dedicate ourselves all the way to the quality and value. We definitely want a long lasting relationship with our beloved customers and we cherish our staff too. Thanks!
![literature review of service quality in restaurants Photo of Debbie C.](https://s3-media0.fl.yelpcdn.com/photo/ZvlgLbLzKSW6d6RYXUkVSA/60s.jpg)
I stopped in before work to grab food I ordered the steak and rice combo. There were a few orders ahead of mine. I waited 30 Minutes while the chef prepared what looked like 5 orders then he just stopped stood around and looked at the board. There were quite a few orders to be made but he still Just stood. I had no been there 35 minutes. I requested a refund because it was taking too long. He then quickly made my order wrong. I didn't notice until I got to work there was no rice instead cabbage. I will go back but probably not until they work out so new opening kinks.
Mar 18, 2024
Hi Debbie, thanks for your visit and review. Sorry for the delay and wrong doing of your order. We are indeed working on the staff training and expanding our staff team. Thanks for your trust and support. We would soon provide a just-on-time high quality service to our community.
![literature review of service quality in restaurants Photo of Lissete D.](https://s3-media0.fl.yelpcdn.com/photo/-Cil-boVd8gQ3yO8Rom5IA/60s.jpg)
My husband & I stopped in for a late lunch the other day. The place is cute and there are a few outdoor tables as well. The gentleman helping us to place our order on the pad was very friendly and helpful. We finally placed our order and sat down to wait for our food. Our order took about 30 minutes to be prepared. It appeared like they were training a new cook, so not sure if that caused a delay. I did not really expect fast food, since they prepare once ordered. We ordered the Sirloin and the Chicken which is reduce price for February. One with rice & one with noodles. The steak was served fairly rare. There was no place to specify temperature, so I really didn't think about it. The flavor was good & the meat was tender. The chicken was good as well. We both really enjoyed the vegetables. The noodles & rice were ok. I also ordered the free Lemonade Tea with membership. Initially it tasted kind of perfumey, like a candle. But as time went by, it started to taste better to me. We are happy to have another dining option in the area. Just don't go in expecting fast food. Sign up for their free membership to get your free drink & earn points.
![literature review of service quality in restaurants](https://s3-media0.fl.yelpcdn.com/bphoto/Z9F5P1NyiXenYSngPATMTA/348s.jpg)
Tried it today for lunch. Had the shrimp with side of teppanyaki noodles. The place looks clean and the person in front was nice. The ship were nice & large, the veggies are mostly cabbage some little bits of diced peppers, onions and a lil shredded cabbage and lots of large pieces of garlic that needed to be cooked more. We had it with their signature sauce. Overall I thought it was oily, while fresh the sauce really didn't have any flavor to add either. My husb got egg drop soup and that lacked flavor too. Orders are taken at counter and then delivered to table, they cook where you can see, all was efficient.
![literature review of service quality in restaurants](https://s3-media0.fl.yelpcdn.com/bphoto/At0K85K40DgPXp37hawdpA/348s.jpg)
Jan 28, 2024
Thank you very much for your visit and thoughtful comments. we appreciated so much! Sorry for the oily and bland flavor. I talked to the staff. We already made adjustments for the sauce and coached the chef. We dedicate to provide more better choices to the community.
![literature review of service quality in restaurants Photo of Keniesha C.](https://s3-media0.fl.yelpcdn.com/photo/AG1XLJLmXWtPsMe_FekX4A/60s.jpg)
The food was great and freshly made. Service is fast friendly and inviting.The environment is cool.call in an order or come by and see your dish made to order.
![literature review of service quality in restaurants](https://s3-media0.fl.yelpcdn.com/bphoto/uTHm1VyUw_qTrJ9Up1tDGQ/348s.jpg)
See all photos from Keniesha C. for Big Bing Hibachi & Smoothie Tea
![literature review of service quality in restaurants Photo of Anthony B.](https://s3-media0.fl.yelpcdn.com/photo/bEZt_yefgRKFGHqiJlHyig/60s.jpg)
Always good. Always fresh. Tastes great. Affordable and priced very fairly. Clean place too. They're very polite too.
![literature review of service quality in restaurants](https://s3-media0.fl.yelpcdn.com/bphoto/SuVF7BDfPB9o6rkusTATPQ/348s.jpg)
It's my new go to for lunch. My online orders are spot on perfect and hot when I pick them up. The lemonade is WOW! Food is delicious and the staff is absolutely the definition of hospitality! LOVE this place.
![literature review of service quality in restaurants Photo of Sam S.](https://s3-media0.fl.yelpcdn.com/assets/public/default_user_avatar_64x64_v2.yji-19e0a8ff85b15f4bbd79.png)
No fried rice?? No combos allowed?? Not flexible enough for the price you pay. I wanted mushrooms and zucchini so they wanted to charge me $6.99 x 2. Did not like teriyaki sauce at all.
Sorry we don’t have fried rice yet since we want to provide high quality combo in a shorter time and the grains might mix up with proteins. We will have more space in our next store to provide fried rice. We have combo options, with protein and rice/noddle. While if you want two sides it’s hard for the chef to manage half-size of sides, again, standardizing makes efficiency and we are carefully balance the trade off between standardization and customization. It teriyaki is not your type, We have other sauce for you too. Thanks!
![literature review of service quality in restaurants Photo of Kathy C.](https://s3-media0.fl.yelpcdn.com/photo/aGBkrHRpYfdHgCXW8V8Pkg/60s.jpg)
Ambiance, very smokey inside their ventilation is bad. Service was very good, informative and helpful. As far as the food, disappointed. Ordered medium rare steak. It was well done with heavy salt and no other flavor. Mushrooms very good but over salted. Cabbage had a wierd taste, but not seasoned. The sauses were tasteless. Prices were very high for the lack of quality. Very disappointed in this restaurant. Food needs much less salt more flavor seasonings.
Mar 30, 2024
Hi Kathy, so sorry about the experience. We found the order, and tried to contact you but we don’t have the number. Could you contact us so that manager Geo will help you get a refund? We really appreciate your advice and help to improve our food. That shouldn’t be like that, we want to figure out the problem too. Thank you very much!
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Vickie Travelz E. said "Good stop from I95. Clean restrooms, clean store reasonably priced beverages and snacks with small seating area. The clerk, Justin, was quick and nice." read more
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Russkie Elki - CLOSED
Ratings and reviews, location and contact, russkie elki, ulyanovsk - menu, prices & restaurant reviews - tripadvisor.
- Atmosphere: 4
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COMMENTS
Service quality becomes the crucial issue for hospitality industry and the theory of service quality has evolved over long period of time through testing and trials in service sector. .
Previous studies showed that food quality is the most important aspect for customers' total quality perceptions of full-service restaurants (Shahzadi et al., 2018) but SQ is experiencing a revival in times of increased emphasis on customer experiences permeating marketing, economics, hospitality and psychology literature (Adhikari and ...
Hence, service quality is defined as customer perceptions and how well a service meets those expectations. 2. Objective The objective of this paper is to review the literature of service quality in restaurant services. This helps to understand the importance of service quality in restaurant services.
Instruments for measuring service quality in restaurants In the 1980s and 1990s, the number of researches related to perceived service quality increased due to the research gap of measuring and defining the construct. One of the most important contributions to SQ literature has been done by Parasuraman et al., (1985) which defined service
The research presented in this article is an examination of the nature of the association between service quality as perceived byconsumers and its service determinants. The SERVQUAL instrument itself is discussed, and a demonstration of how it can be used by restaurants in assessing quality service is included.
Literature review on service quality in hospitality and tourism (1984-... Go to citation Crossref Google Scholar An Investigation into Restaurant Attributes: A Basis for a Typology
Literature from the past 10 years will be qualitatively assessed to determine trends and gaps in the research to help guide the direction for future research.,The findings show that the past 10 years have seen an increase in the number of and the quality of foodservice and restaurant management research articles.
They found that reliability, responsiveness, tangibility, assurance, and empathy (the SERVQUAL model) had significantly impacted the customers' choice of fast food restaurants. Song et al. (2) conducted a study on KFC in Malaysia to study customer satisfaction through service quality. They used the SERVQUAL model to analyze it.
The rapid growth of the hospitality industry in the first decade of the 21st century forced the managers to evaluate the importance of service improvement in order to gain competitive advantage (Easvaralingam, 2011). Service quality is essential for the success of every hotel industry. Service quality determines an organizations success or failure.
quality in restaurants. 2. Literary review Providing excellent service quality in the hospitality industry and achieving a high level of customer satisfaction is an important issue for maintaining the existing facilities and the opportunity to improve the quality. service Many researchers have explored the service quality and defined it as a
LITERATURE REVIEW The effects of service quality For the majority of customers having a memorable experience especially for dining, not just eating out of home, seems to be very prominent. It is asserted that they seek quality food and services to have an unforgettable experience at restaurants (Ryu and Han, 2011). Service quality
research gaps in the literature, and emphasize the ideal approaches to improve service quality in restaurants. The purpose of this study is to systematically review the restaurant service quality literature during the period 2008-mid 2023 with the aims to (1) gain insight into the evolution of the literature on the restaurant
The impact of service quality on sustainable competitive advantage. Excellent service quality creates top levels of completeness, which deliver mainly numerous activities in the market and lead to sustainable competitive benefits (Kankam, Citation 2022). The relationship between service quality and SCA has been widely investigated by academia ...
Literature Review of Service Quality in Restaurants - Free download as PDF File (.pdf), Text File (.txt) or read online for free. literature review of service quality in restaurants
53 reviews and 116 photos of NOMI NORI "Not a local, but me and my fiancé were around town to find a good sushi spot and came across this new place in St. Petersburg. I gotta say that this place is on par with some of the sushi spots we eat at back in New York. This is located at a very convenient place in St. Pete's. This place offer 2 specialty rolls, a chef's sashimi platter and we LOVE ...
18 reviews and 52 photos of BIG BING HIBACHI & SMOOTHIE TEA "Big Bing is a culinary haven! Their drinks, bursting with real fruit flavors, are a delight. The scallops, shrimp, and filet mignon are divine. Quality ingredients shine in every dish. Impeccable service and inviting ambiance make it a must-visit for food enthusiasts seeking an extraordinary dining experience."
information for the service quality in restaurants. The. average value of percep tion of service quality is 3.75, and the average value of expected quality is 3.99 on a. scale from 1 to 5 ...
Noblesse: Nice for something more formal - See 45 traveler reviews, 58 candid photos, and great deals for Ulyanovsk, Russia, at Tripadvisor.
Cafeletto: Very nice, cosy place! - See 162 traveler reviews, 34 candid photos, and great deals for Ulyanovsk, Russia, at Tripadvisor.
A fantastic restaurant to have high quality Russian food. A must visit for tourists and those in need of a perfect evening. ... No more foot there. I think because of the high attendance, the quality of the service has dropped so much, which is of course sad (Original) Пришли в незаполненный зал, долго ждали ...
Service. Value. Atmosphere. Details. PRICE RANGE. $0 - $2. CUISINES. Russian. Meals. Lunch, Dinner, Drinks. View all details. features. Location and contact. Dvortsovaya, 4-_/1 TRZ Versal, Ulyanovsk 432000 Russia. ... This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews ...