Quản trị Nhà hàng & Dịch vụ ăn uống

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Having fun in micro-celebrity restaurants: The role of social interaction, foodstagramming, and sharing satisfaction
(Elservier, 2024) Chen, Yun Victoria; Wong, IpKin Anthony; Leong, Aliana Man Wai; Huang, GuoQiong Ivanka
Foodstagramming has grown in popularity within foodservice contexts. While it is commonly seen as a tool for impression management and normative behavior, the influence of social interaction on foodstagramming has received limited attention. This research aims to fill this gap by examining the interplay of social interaction, tie strength with peers, and subjective well-being, through the lens of social presence theory. An explanatory sequential mixed methods design with two empirical studies was conducted. Using a survey design, the Study 1 reveals that the need for social interactions serves as a precursor to foodstagramming benefits and establishes a mediated relationship leading to subjective well-being. Study 2 employs a qualitative inquiry to provide an indepth understanding of the impact of posting food selfies on individual subjective well-being. It further reveals that sharing food selfies not only influences personal happiness at the moment of posting but also continues to affect subjective well-being over a relatively extended period. This research enriches social presence theory by exploring the sense of presence and community created through vivid food photos and by explaining the different effects of strong and weak ties. It also contributes new insights to the hospitality literature, highlighting the interconnectedness of offline and online experiences, which collectively contribute to customers’ enhanced life satisfaction in a commercial setting.
Cultivating initial trust in ghost kitchens: A mixed-methods investigation of antecedents and consequences
(Elservier, 2024) Jiang, Yangyang; Balaji, M.S.; Lyu, Cenhua
This study examines the antecedents and consequences of customer initial trust in ghost kitchens. A sequential mixed-methods approach, consisting of a quantitative survey followed by a qualitative inquiry, was employed to gain an in-depth understanding of the inter-relationships between constructs in the conceptual framework. Through the quantitative study, we found that food safety, economic value, personalization, food authenticity, and multisensory experience each positively influence customers’ initial trust in the ghost kitchen, which in turn, has a positive impact on advocacy and repurchase intentions. Risk attitude moderates the relationship between initial trust and repurchase intention, such that the higher the tendency to take risks, the stronger the rela tionship between initial trust and repurchase intention. Meta-inferences were then delineated based on the qualitative study to explore plausible reasons behind the results that contradicted the research hypotheses. The study findings offer novel insights into the customer trust-building process in ghost kitchens.
How chefs develop the practice to manage food waste in professional kitchens
(Elservier, 2024) Filimonau, Viachaslau; Sezerel, Hakan; Ashton, Mark; Kubal-Czerwinska, Magdalena; Bhaskara, Gde Indra; A. Ermolaev, Vladimir
Throughout their career, chefs develop practices for food waste mitigation, but little is known about how these practices occur and evolve. This study draws upon the social practice theory, social leaning theory and ecological systems theory to explore the lifelong experiences of food waste and its management among 44 chefs in England, Indonesia, Poland, and Russia. The study highlights the multiple environments in which chefs develop the practice of food waste management. The main points for intervention within a lifelong experience of chefs where they start recognising the significance of food waste and develop skills for its mitigation are identified. The study showcases family and senior chefs/supervisors as the key actors of learning who shape the meanings of food waste among chefs and provide them with competencies towards its management. The role of education pro viders in preparing chefs for dealing with food waste in professional kitchens is established as limited.
Festivals as agents for behaviour change: A study of food festival engagement and subsequent food choices
(Elservier, 2015) Organ, Kate; Koenig-Lewis, Nicole; Palmer, Adrian; Probert, Jane
Evaluations of festivals have concentrated on economic and cultural impacts, particularly within the immediate geographical area. Limited research has investigated festivals as vehicles for behaviour change in tourists who visit them. This paper studies food festivals which hold the potential for influencing future food choices. The study examines visitors' prior involvement with local food, engagement at a festival, emotions evoked, and resulting future food purchasing intentions, as well as behaviour adopted six months later. Previous studies have highlighted the importance of remembered experiences on future purchasing, and this paper contributes to knowledge by extending these frameworks to incorporate engagement and emotions evoked at a food festival. Results indicate that engagement and positive emotions at a food festival are good predictors of food buying behaviour six months later. However, the influence of negative emotions reduces over time. The findings highlight the importance of emotions and engagement in changing food purchasing choices. Policy recommendations are made for further use of food festivals to influence food buying behaviour in a way that is considered socially and economically benign.
The moments of truth: A qualitative exploration of service interactions between employees with disabilities in the food service industry, and their customers
(Elservier, 2023)
This research, using in-depth qualitative interviews, aimed to disentangle the meanings of service interactions perceived by both employees with disabilities (EWDs), and their customers, based on their own experiences. The interviews were conducted with a total of twenty participants including ten EWDs and ten customers from foodservice organizations (e.g., restaurants and caf´es) in Vietnam. The findings of the thematic analysis revealed that EWDs perceived service interactions with customers as opportunities to provide services characterized by ‘total attentiveness’, ’impressing customers’, and ‘social connection’, while their customers perceived the in teractions as both opportunities for ‘genuine hospitality’, and ‘contributions to social change’. The implications of the findings are important for hospitality researchers and practitioners alike.
The effect of food tourism experiences on tourists’ subjective well-being
(Heliyon, 2024) Yang, Sen; Liu, Yi; Xu, Liping
Food has become a crucial factor in attracting tourists to destinations. Providing tourists with satisfying food experiences has become a significant concern for tourist destinations. This study examines how tourists’ food experiences contribute to their subjective well-being. After con ducting a questionnaire survey of 360 tourists who experienced Zibo barbecue food, and analyzing the data using structural equation modeling, it was found that: tourists’ food sensory experience, service experience, and environmental experience positively affect their satisfaction and subjective well-being; The effect of these experiences on tourists’ satisfaction is mediated by tourist attitude; Tourist attitude and satisfaction play a chain mediating role in the effect of sensory experience, service experience, and environmental experience on tourists’ subjective well-being. The research findings help to deepen the understanding of the relationship between food tourism experience and subjective well-being, enrich the theoretical research on food experience and tourists’ well-being, and have insightful significance for the development and construction of other tourist destinations.
Visitor preferences in rural gastronomic tourism environment and the related design implications
(Heliyon, 2024) Yang, Mian; Qiu, Jian; Ding, Keying; Zhang, Sining; Fan, Wenjie
Since COVID-19, people have suffered tremendous impacts in all aspects of their lives and work, with subtle changes in their environment preferences. The rural areas, with their natural green space, low density, and leisurely habitat, have played an important role after the pandemic and are widely favored by people. Research on rural environments after COVID-19 has received much attention. In the wake of the pandemic, people’s needs for the environment have changed not only in terms of physical space, but also in terms of psychological needs. To address the issue of adaptability and resiliency of the future tourism development of the rural areas, this study takes the real subjective feelings of rural visitors as the evaluation standard, and takes the rural gastronomic tourism environment as the research object. We analyzed a sample of 14,373 images and 324,676 comments in Chinese posted by 3484 visitors on social media to explore whether and how people’s preferences for rural environments have changed since the pandemic. Findings revealed significant differences in preference for the rural gastronomic tourism environment factors before and after the pandemic. There is variability in environment preferences depending on different gender, environment flexibility and the region. From the perspective of the rural gastronomic tourism environment, the research results provide suggestions for rural planning and rural tourism sustainability, and provide feasible paths for sustainable development and con servation of rural landscapes oriented to human needs, to enhance the resilience and sustain ability of rural environments in the future.
Sensory versus personal environment as antecedents of the creative food tourism experience
(Elservier, 2024) Molina-Collado, Arturo; Santos-Vijande, María Leticia; Gomez-Rico ´, Mar; Cerro, Jesús Santos del
This research contributes to the study of food tourism by analyzing the antecedents and consequences of a novel concept named creative food tourism experience (CFTE). The paper is based on the Balance Theory and the Service Triangle to propose a collaborative perspective between restaurants and their employees to contribute to the creation of creative experiences for food tourists. Specifically, this study develops a theoretical framework in which the sensory environment created by restaurants, based on food appeal and the restaurant atmosphere, and the personal environment provided by employees, in terms of service excellence, co-create the CFTE for visitors. Based on a sample of 407 food tourists, the empirical analysis shows that the suggested drivers are significant, and service excellence has the greatest impact. Memorability and, indirectly, intention to repeat/recommend are shown to be relevant outcomes of the CFTE. Practical implications for restaurant managers and the hospitality industry are also provided
How to promote sustainable wine tourism: Insights from Italian and French young adults
(Elservier, 2024) Vecchio, Riccardo; Annunziata, Azzurra; Bouzdine-Chameeva, Tatiana
With over 40 million annual tourists visiting wineries, wine tourism is becoming an important source of revenue for wine businesses and local communities to preserve heritage in rural regions. It is perceived as a strategy to increase economic and social sustainability. Two cross-sectional surveys in France and Italy explored the interest of 1205 young adults and the influence of individual features on sustainable wine tourism intention. Two sce narios with differently framed environmental information were tested through a mock winery webpage. Wine involvement, environmental attitude, perceived behavioural control were identified as core traits prompting young adults to experience sustainable wine tourism. The adoption of co-compatible practices and winery commitment in preserving biodiversity emerged as more attractive than a sustainability certification.
Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
(Elsevier, 2022) Orea-Giner, Alicia; Fuentes-Moraleda
Performing authenticity: Independent Chinese travellers’ tourism dining experiences in Europe
(2021) Cai, Wenjie; Gebbels, Maria; Hafiz Wan-Zainal-Shukri, Wan
Authenticity seeking in dining experiences has focused on “perceptions” rather than “doing” and “sense-making”. This study aims to understand how independent Chinese travellers perform authenticity through their dining experiences in Europe through the lens of performance theory. A mobile ethnography approach was applied by following 14 informants in 3 trips across Europe to gain an in-depth understanding of independent Chinese travellers’ dining experiences. Three sets of field notes, 21 interview transcripts, drawings, reflexive diaries, social media posts, and blogs were collected. The findings suggest that independent Chinese travellers navigate between directed performance and improvised play in tourism dining. They seek the novelties and familiarities of food in the process of perceiving, understanding, appreciating and rejecting authenticity. This study extends our understanding of experienced authenticity through the lens of performance theory. Furthermore, the study provides detailed accounts of overlooked authenticity-seeking through tourism dining of the non-Western market segment.
Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
(Elservier, 2022) Orea-Giner, Alicia; Fuentes-Moraleda, Laura; Villac´e-Molinero, Teresa; Munoz-Mazon, Ana; Calero-Sanz, Jorge
This research explores the relationship between customers’ emotions and sentiments generated by the interaction with robots in hotels and the potential effect on the hotel’s rating. To this end, text mining techniques are applied to TripAdvisor reviews by using Python 3.9.4. The results indicate a relationship between the emotions and sentiments detected in the reviews, the robots’ functional typologies and traveller categories. The originality of this research is mainly found in the quantification of the relationship between robot functionality, traveller type and rating given to the hotel considering the emotions and sentiments that emerge from the functional dimension of robots implemented in hotels.
Laughing it off: How does leader humor alleviate employees’ compassion fatigue in service failure?
(Elservier, 2022) Xu, Xing’an; Wen, Najuan; CaiXing’an Xu, Ruiying; Wen, Najuan; Cai, Ruiying
Compassion fatigue, which results from empathy, is associated with many negative consequences. However, limited attention has been devoted to the compassion fatigue of employees in the tourism and hospitality sector, particularly within the context of service failures. To mitigate the potential negative impact of compassion fatigue on employees, this research reveals how leader humor alleviates employees’ compassion fatigue via three scenario-based experiments. Findings show that leader humor affects employees’ compassion fatigue through the mediating effect of perceived organizational support. Additionally, this research uncovers the moderating roles of leader hypocrisy and power distance beliefs. Results expand the literature on compassion fatigue and leader humor. This study also offers suggestions to guide tourism and hospitality organizations in using leader humor wisely to minimize employees’ compassion fatigue, particularly among staff with low power distance beliefs and in cases of low leader hypocrisy.
On the challenges of making a sustainable kitchen: experimenting with sustainable food principles for restaurants
(The Authors, 2020) s Zanella, Matheus Alve
Concerns with the sustainability of food have moved from the margins of the gastronomy world to a much more central stage, mirroring a growing concern by citizens around food origins, carbon footprint and social practices in value chains. Evolving literature on food sustainability addresses many of these challenges, with macro and systemic approaches that have proved valuable in certain domains, such as food policy. However, professionals from the hospitality industry are still very under-informed on the methods adopted by researchers investigating food sustainability. This article tries to fill this gap by presenting an approach on how micro-level practices in restaurant kitchens can be informed by sustainable principles derived from the conceptual lens of food sustainability. It demonstrates the identification of principles and the definition of sustainable practices with two empirical cases: Hermann’s restaurant in Berlin, and Mesa pra Doze gastronomic project, in Brasília. Comparing those two different experiences, similar and dissimilar challenges were found. Contrary to common thinking, the higher costs normally associated with sustainable sourcing were diluted by the higher margins and low weight of sustainable ingredients in the total operational costs. Access to these, in terms of time and availability, proved to be the real challenge, given their less developed distribution channels. Lastly, the high degree of freedom and meaningful deliberation which the kitchen team benefited from, in both cases opened the possibility to more coherent and comprehensive definitions of sustainable principles and practices.
A reflection on the story, current positioning, offerings and the darker side of the luxury gastronomy book, the Michelin Guide
(The Authors, 2021) Hoa, Nguyen Vinh; May, Isaure
This article gives some personal reflections on the luxury status of the most famous gastronomic bible — The Michelin Guide. The question being addressed — Is the Guide still considered a luxurious commodity? By using secondary data, the findings show that it is still recognised internationally as the symbol of “la haute cuisine” world and its epicurean experience. Importantly, being awarded stars has significant impacts on the pricing and visibility of restaurants. Besides, given the dualistic nature of the Guide, its offers become more present and accessible. However, many controversies are gravitating around Michelin: decrease in quality; unsuitable selection processes; secrecyand perceived unfairness in the evaluation system; restaurants and chefs refusing to be featured or awarded; the consumption of alcohol and drugs in Michelin-starred high-end kitchens; and chefs’ suicide due to strong pressure.
Local food consumption and practice theory: A case study on guests’ motivations and understanding
(2021) Tomassini, Lucia; Staffieri, Simona; Cavagnaro, Elena
This study explores the relationship between guests’ perceptions of local food and the motivations leading to its consumption at restaurants. Applying practice theory to consumption studies, the research draws on the “practical turn” in social theories and the renewed interest in “everyday life” and “lifeworld”. In doing so, the study uses Schatzki’s and Reckwitz’s reformulation of practice as a routinised set of behaviours interconnected with one another and rooted in a background knowledge made up of understanding, know-how, state of emotion and motivational knowledge. The research is organised as a case study collecting data from 162 potential guests of local restaurants in the municipality of Ooststellingwerf, in the northern Netherlands, via a survey questionnaire. The dataset was analysed using the Statistical Package for Social Science [SPSS] software, focusing on customers’ understanding of “local food” and the factors motivating them to order a local dish at restaurants. The exploratory findings contribute to the understanding of the conceptualisation of “local food” from the consumers’ perspective and shed light on the use of practice theory in tourism studies with regard to consumers’ pro-sustainability behaviour.
Sexual harassment as perceived and experienced by male and female restaurant employees
(The Authors, 2021) Baltag, Andreea-Stefania; Bosman, Melanie; Wilson, Andrea Bravo; Huismans, Joanne; Zwaal, Wichard
The purpose of this study was to gain knowledge about sexual harassment as perceived and experienced by male and female restaurant employees. The research was carried out by using an online survey and five interviews. The 137 participants of the survey and the five interviewees are all students at a university of applied sciences in the Netherlands who work or have worked in the restaurant industry. The results indicate that females label more incidents as sexual harassment than males; that females experienced more incidents of sexual harassment from guests than males did; and that sexual harassment negatively affects both females’ and males’ motivation and well-being. Based on the incidence and impact of sexual harassment, we recommend raising awareness and educating people from an early age regarding sexual harassment and to insist that every restaurant has a proper policy and training programme to prevent and penalise sexual harassment.
Customer behaviour in restaurants before and during COVID-19: A study in Vietnam
(The Authors, 2021) Thao Hoang; Suleri, Javed
The foodservice industry is one of the fastest-growing industries in the world and it contributes to the development of the Vietnamese economy. However, with the appearance of COVID-19, this industry has been affected. The purpose of this study is twofold, to find out if there is a difference in customer behaviour before and during COVID-19, and to determine the most important factor that customers consider before and during their visit to a restaurant. To reach this aim, a quantitative method is conducted together with a snowball, and volunteer sampling method in which 117 people have participated from different age groups. The study found out that layout /design has the biggest influence on customer satisfaction and cleanliness is the factor that guests care about the most when choosing a restaurant to dine out. Additionally, safety regulations affect customer experience and their decision on restaurant selection. Moreover, delivery service is proved to continuously develop after the quarantine starts. Thus, restaurant managers are recommended to pay more attention to the cleanliness and safety regulations of the outlets during COVID-19. Regarding delivery companies, they should have competitive prices to attract more users.
Disrupted dining: decline of the premium food services segment in India due to the COVID-19 pandemic
(The Authors, 2022) John, Kishore Thomas; Gopalakrishnan, Rejikumar
This review article analyses the premium “fine dining” segment of the Indian food services sector, examining trends during the COVID-19 pandemic. Specifically, we discuss the challenges encountered and initiatives taken in response to the global coronavirus outbreak. Using secondary data from market research agencies and government reports, the future of fine dining is conceptualised, supported by academic literature. Our analysis found that the fine dining segment has been shrinking since 2015, with slower overall growth rates than all other segments of the hospitality industry. The augmentation of fine dining restaurants with food delivery services, apps and aggregators is transforming the essence of the sector and foreshadows an ambiguous future. This study of contracting food services in India will aid practitioners studying the challenges and opportunities of this evolving market and how to adapt to a “new normal”. The article contributes to the literature because there are few studies of fine dining in India and research on the impact of COVID-19 on food services is still under development.
“When you mix the best of high society with the best of high society”: culinary cannabis and the US hospitality industry
(The Authors, 2022) Seaman, Alana N
The culinary use of cannabis in the US has increased dramatically in the wake of relaxed federal and state laws governing the production, distribution, possession and use of it and its derivatives. While cannabis refers to both hemp and marijuana — both of which produce the chemical compound cannabidiol (CBD) — only marijuana contains delta-9 tetrahydrocannabinol (THC), the psychoactive ingredient traditionally associated with its illicit use. Despite the distinction between the two types of plants and the chemicals that they are prized for creating, edible cannabis, due in part to repeated depictions in popular culture, has long been synonymous with cheap, box-mix, “pot” brownies made by a stereotypical on-screen stoner. Thus, stigmas surrounding its use persist. However, cannabis is becoming increasingly prized for its culinary uses and gastronomic profiles. The changing perceptions, legality and array of available strains of cannabis, as well as the resulting interest in its gastronomy, will no doubt have a significant impact on the American hospitality industry. This article clarifies the term “culinary cannabis” to describe the non-problematic use and/or enjoyment of hemp and/or marijuana (or ingredients derived from the two plant species) in food. It also speculates as to how the trend of culinary cannabis may impact the hospitality industry and identifies avenues for future research.

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