Foodservice Quality: Identifying Perception Indicators of Foodservice Quality for Hospitality Students

DOI: 10.4236/fns.2014.52017   PDF   HTML     4,565 Downloads   6,533 Views   Citations

Abstract

This study uses an expert perspective to identify indicators of foodservice quality as perceived by hospitality students. A 3-round modified Delphi method and an expert panel comprising culinary arts instructors, master chefs with >10 years of experience, and senior foodservice industry executive managers were used to define and identify these indicators. The developed foodservice quality framework includes 2 categories, the product and customer, which comprise 57 indicators in 6 dimensions. The results of this study provide a clear direction for further studies and applications for hospitality professionals, educators, and students.

Share and Cite:

W. Ko and L. Su, "Foodservice Quality: Identifying Perception Indicators of Foodservice Quality for Hospitality Students," Food and Nutrition Sciences, Vol. 5 No. 2, 2014, pp. 132-137. doi: 10.4236/fns.2014.52017.

Conflicts of Interest

The authors declare no conflicts of interest.

References

[1] J. M. Sulek and R. L. Hensley, “The Relative Importance of Food, Atmosphere, and Fairness of Wait,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 45, No. 3, 2004, pp. 235-247.
http://dx.doi.org/10.1177/0010880404265345
[2] Y. Namkung and S. Jang, “Does Food Quality Really Matter in Restaurant: Its Impact of Customer Satisfaction and Behavioral Intentions?” Journal of Hospitality and Tourism Research, Vol. 31, No. 3, 2007, pp. 387-410.
http://dx.doi.org/10.1177/0010880404265345
[3] J. R. Olsen, H. Harmsen and A. Friis, “Linking Quality Goals and Product Development Competences,” Food Quality and Preference, Vol. 19, No. 1, 2008, pp. 33-42.
http://dx.doi.org/10.1016/j.foodqual.2007.06.002
[4] H. L. Meiselman, “Dimensions of the Meal,” Journal of Foodservice, Vol. 19, No. 1, 2008, pp. 13-21.
http://dx.doi.org/10.1111/j.1745-4506.2008.00076.x
[5] S. Sanderson and M. Uzumeri, “Managing Product Families: The Case of the Sony Walkman,” Research Policy, Vol. 24, No. 6, 1995, pp. 762-782.
[6] C. Y. Baldwin and K. B. Clark, “Managing in an Age of Modularity,” Harvard Business Review, Vol. 75, No. 5, 1997, pp. 84-93.
[7] D. Aggelogiannopoulos, E. H. Drosinos and P. Athanasopoulos, “Implementation of a Quality Management System (QMS) According to the ISO 9000 Family in a Greek Small-Sized Winery: A Case Study,” Food Control, Vol. 18, No. 9, 2007, pp. 1077-1085.
http://dx.doi.org/10.1016/j.foodcont.2006.07.010
[8] M. Jevsnik, V. Hlebec and P. Raspor, “Consumers’ Awareness of Food Safety from Shopping to Eating,” Food Control, Vol. 17, 2008, pp. 737-745.
http://dx.doi.org/10.1016/j.foodcont.2007.07.017
[9] C. W. Barrow and R. H. Bosselman, “Hospitality Management Education,” The Haworth Hospitality Press, 1999.
[10] C. C. Teng, “The Effects of Personality Traits and Attitudes on Student Uptake in Hospitality Employment Student Uptake in Hospitality Employment,” International Journal of Hospitality Management, Vol. 27, No. 1, 2008, pp. 76-86. http://dx.doi.org/10.1016/j.ijhm.2007.07.007
[11] J. S. Horng, “Curriculum Analysis of Foods and Beverage management in Technological and Vocational Education,” Asia Pacific Journal of Tourism Research, Vol. 9, No. 2, 2004, pp. 107-119.
http://dx.doi.org/10.1080/1094166042000233676
[12] A. L. Delbecq, A. H. Van de Ven and D. H. Gustafson, “Group Techniques for Program Planning: A Guide to Nominal Group and Delphi Processes,” Scott, Foresman, Glenview, 1975.
[13] V. Fahety, “Continuing Social Work Education: Result of Delphi Survey,” Journal of Education for Social Work, Vol. 15, No. 1, 1979, pp. 12-19.
http://dx.doi.org/10.1080/00220612.1979.10671539
[14] M. C. Holden and J. F. Wedman, “Future Issues of Computer-Mediated Communication: The Results of a Delphi Study,” Educational Technology, Research and Development, Vol. 41, No. 4, 1993, pp. 5-24.
http://dx.doi.org/10.1007/BF02297509
[15] K. H. Chen and D. H. Huang, “Devising Evaluation Indicators for Taiwanese Cultural Cuisine Restaurant Rating,” Journal of Hospitality and Home Economics, Vol. 7, No. 3, 2010, pp. 235-259.
[16] D. J. MacLaurin and T. L. MacLaurin, “Customer Perceptions of Singapore’s Theme Restaurants,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 41, No. 3, 2000, pp. 75-85.
[17] K. Ryu, H. Han and T. H. Kim, “The Relationships among Overall Quick-Casual Restaurant Image, Perceived Value, Customer Satisfaction, and Behavioral Intentions,” International Journal of Hospitality Management, Vol. 27, 2008, pp. 459-469.
[18] R. Weiss, A. H. Feinstein and M. Dalbor, “Customer Satisfaction of Theme Restaurant Attributes and Their Influence on Return Intent,” Journal of Foodservice Business Research, Vol. 7, No. 1, 2004, pp. 23-41.
http://dx.doi.org/10.1300/J369v07n01_03
[19] Y. Liu and S. Jang, “Perceptions of Chinese Restaurants in the US: What Affects Customer Satisfaction and Behavioral Intentions?” International Journal of Hospitality Management, Vol. 28, No. 3, 2009, pp. 338-348.
http://dx.doi.org/10.1016/j.ijhm.2008.10.008
[20] J. Kivela, R. Inbakaran and R. Reece, “Consumer Research in the Restaurant Environment, Part 1: A Conceptual Model of Dining Satisfaction and Return Patronage,” International Journal of Contemporary Hospitality Management, Vol. 11, No. 5, 1999, pp. 205-222.
http://dx.doi.org/10.1108/09596119910272739
[21] Y. Liu and S. Jang, “The Effects of Dining Atmospherics: An Extended Mehrabian-Russell Model,” International Journal of Hospitality Management, Vol. 8, No. 4, 2009, pp. 494-503.
http://dx.doi.org/10.1016/j.ijhm.2009.01.002
[22] J. M. Sulek and R. L. Hensley, “The Relative Importance of Food, Atmosphere, and Fairness of Wait,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 45, No. 3, 2004, pp. 235-247.
http://dx.doi.org/10.1177/0010880404265345
[23] Y. Namkung and S. Jang, “Does Food Quality Really Matter in Restaurant: Its Impact of Customer Satisfaction and Behavioral Intentions?” Journal of Hospitality and Tourism Research, Vol. 31, No. 3, 2007, pp. 387-410.
http://dx.doi.org/10.1177/0010880404265345
[24] J. R. Olsen, H. Harmsen and A. Friis, “Linking Quality Goals and Product Development Competences,” Food Quality and Preference, Vol. 19, No. 1, 2008, pp. 33-42.
http://dx.doi.org/10.1016/j.foodqual.2007.06.002
[25] H. L. Meiselman, “Dimensions of the Meal,” Journal of Foodservice, Vol. 19, No. 1, 2008, pp. 13-21.
http://dx.doi.org/10.1111/j.1745-4506.2008.00076.x
[26] S. Sanderson and M. Uzumeri, “Managing Product Families: The Case of the Sony Walkman,” Research Policy, Vol. 24, No. 6, 1995, pp. 762-782.
[27] C. Y. Baldwin and K. B. Clark, “Managing in an Age of Modularity,” Harvard Business Review, Vol. 75, No. 5, 1997, pp. 84-93.
[28] D. Aggelogiannopoulos, E. H. Drosinos and P. Athanasopoulos, “Implementation of a Quality Management System (QMS) According to the ISO 9000 Family in a Greek Small-Sized Winery: A Case Study,” Food Control, Vol. 18, No. 9, 2007, pp. 1077-1085.
http://dx.doi.org/10.1016/j.foodcont.2006.07.010
[29] M. Jevsnik, V. Hlebec and P. Raspor, “Consumers’ Awareness of Food Safety from Shopping to Eating,” Food Control, Vol. 17, 2008, pp. 737-745.
http://dx.doi.org/10.1016/j.foodcont.2007.07.017
[30] C. W. Barrow and R. H. Bosselman, “Hospitality Management Education,” The Haworth Hospitality Press, 1999.
[31] C. C. Teng, “The Effects of Personality Traits and Attitudes on Student Uptake in Hospitality Employment Student Uptake in Hospitality Employment,” International Journal of Hospitality Management, Vol. 27, No. 1, 2008, pp. 76-86. http://dx.doi.org/10.1016/j.ijhm.2007.07.007
[32] J. S. Horng, “Curriculum Analysis of Foods and Beverage management in Technological and Vocational Education,” Asia Pacific Journal of Tourism Research, Vol. 9, No. 2, 2004, pp. 107-119.
http://dx.doi.org/10.1080/1094166042000233676
[33] A. L. Delbecq, A. H. Van de Ven and D. H. Gustafson, “Group Techniques for Program Planning: A Guide to Nominal Group and Delphi Processes,” Scott, Foresman, Glenview, 1975.
[34] V. Fahety, “Continuing Social Work Education: Result of Delphi Survey,” Journal of Education for Social Work, Vol. 15, No. 1, 1979, pp. 12-19.
http://dx.doi.org/10.1080/00220612.1979.10671539
[35] M. C. Holden and J. F. Wedman, “Future Issues of Computer-Mediated Communication: The Results of a Delphi Study,” Educational Technology, Research and Development, Vol. 41, No. 4, 1993, pp. 5-24.
http://dx.doi.org/10.1007/BF02297509
[36] K. H. Chen and D. H. Huang, “Devising Evaluation Indicators for Taiwanese Cultural Cuisine Restaurant Rating,” Journal of Hospitality and Home Economics, Vol. 7, No. 3, 2010, pp. 235-259.
[37] D. J. MacLaurin and T. L. MacLaurin, “Customer Perceptions of Singapore’s Theme Restaurants,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 41, No. 3, 2000, pp. 75-85.
[38] K. Ryu, H. Han and T. H. Kim, “The Relationships among Overall Quick-Casual Restaurant Image, Perceived Value, Customer Satisfaction, and Behavioral Intentions,” International Journal of Hospitality Management, Vol. 27, 2008, pp. 459-469.
[39] R. Weiss, A. H. Feinstein and M. Dalbor, “Customer Satisfaction of Theme Restaurant Attributes and Their Influence on Return Intent,” Journal of Foodservice Business Research, Vol. 7, No. 1, 2004, pp. 23-41.
http://dx.doi.org/10.1300/J369v07n01_03
[40] Y. Liu and S. Jang, “Perceptions of Chinese Restaurants in the US: What Affects Customer Satisfaction and Behavioral Intentions?” International Journal of Hospitality Management, Vol. 28, No. 3, 2009, pp. 338-348.
http://dx.doi.org/10.1016/j.ijhm.2008.10.008
[41] J. Kivela, R. Inbakaran and R. Reece, “Consumer Research in the Restaurant Environment, Part 1: A Conceptual Model of Dining Satisfaction and Return Patronage,” International Journal of Contemporary Hospitality Management, Vol. 11, No. 5, 1999, pp. 205-222.
http://dx.doi.org/10.1108/09596119910272739
[42] Y. Liu and S. Jang, “The Effects of Dining Atmospherics: An Extended Mehrabian-Russell Model,” International Journal of Hospitality Management, Vol. 8, No. 4, 2009, pp. 494-503.
http://dx.doi.org/10.1016/j.ijhm.2009.01.002

  
comments powered by Disqus

Copyright © 2020 by authors and Scientific Research Publishing Inc.

Creative Commons License

This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License.