Carl Behnke

One experience and multiple reviews: the case of upscale US hotels

Purpose – The present study aimed to understand the relationships between the various kinds of feedback received by hospitality operators. Information from guests, experts, and internal sources are often received, valued, and processed in various ways. The researchers sought to further explore the usage of such feedback and implications for theory and practice.Design/methodology/approach – A survey was sent to hotel general managers of four‐ and five‐diamond properties around the USA using the listing of the American Automobile Association (AAA). A total of 140 responses were received. The researchers utilized correlations and canonical correlation analysis to help understand the relationships among the variables.Findings – The results of the study revealed moderate to strong correlations between improvement in consumer‐generated feedback and customer satisfaction; between improvement in AAA ratings and customer satisfaction and mystery shopping scores. There were also moderate to high correlations among ...

Motives for reading and articulating user-generated restaurant reviews on Yelp.com

Purpose – The purpose of this research is to examine why and when restaurant consumers use and contribute user-generated reviews. This research is needed to determine the relevance of user-generated restaurant reviews in the current marketplace. Design/methodology/approach – The research methodology is based on a quantitative approach, and focused on current Yelp.com users as its population. Questions focused on the amount of usage, motives for usage, level of trust, users’ tendencies to seek novelty in restaurants and motives for contribution. Findings – Users tend to trust the reviews on Yelp.com and engage in the community aspects of the platform. Yelp.com users also are altruistic in their motivation for contributing reviews to Yelp.com. Yelp.com users who access it tend to act on the information found within the reviews. Originality/value – Research articles have focused on user-generated reviews in the past; however, few have examined motivations of using and posting restaurant reviews. The value of...

The impact of food safety events on the value of food-related firms: an event study approach.

Abstract Food safety events threaten not only consumers’ health, but also the value of associated firms. While previous studies examined the impact of food safety events on consumer demand for products, little attention has been paid to the impact on the market value of firms. Using the event study method (ESM), this study investigated abnormal returns (ARs) and cumulative abnormal returns (CARs) of firms associated with 40 food safety events over the past 25 years in the U.S. The results of this study demonstrated the magnitude and duration of the impact of food safety events on firm value. Moreover, firm-specific factors (past history and firm size) and situational factor (media attention) were found to influence the magnitude of the impact. This study contributes to the hospitality literature by extending the knowledge of the impact of food safety events and its practical implications for effective crisis management strategies for food-related firms.

A Comparison of Educational Delivery Techniques in a Foodservice Training Environment

Abstract This study examined the effectiveness of two educational delivery techniques via menu training. The techniques were lecturing and computer-based, Internet delivered, self-directed learning. The sample consisted of undergraduate students from a major mid-western university (n = 77). Participants were randomly divided, given a pre-test followed by the designated treatment and a post-test. Data were analyzed using paired t-tests, and ANOVA. The survey instrument was checked for reliability using Cronbachs Alpha. Results indicate that there were no significant differences between the post-test scores. This suggests that in this narrow application, either method would be effective in attaining the desired level of proficiency.

The negative spillover effect of food crises on restaurant firms: did Jack in the Box really recover from an E. coli scare?

Abstract Despite the enormous impact of food crises on restaurants, limited understanding of their long-term impacts and associated factors has undermined crisis managers’ ability to handle crisis situations effectively. This article investigated the long-term impact of food crises on the financial performance of restaurant firms and identified the factors that influenced this impact. This explanatory study examined the case of Jack in the Box, whose 1993 Escherichia coli scare was the first and largest restaurant-associated food crisis in modern times. An event study method was used to uncover stock price movements of Jack in the Box, in conjunction with 73 unrelated food crises that occurred from 1994 to 2010. Stock prices of Jack in the Box exhibited significantly negative responses to other firms’ food crises, moreover, the negative spillover effect was stronger if the crisis occurred closer in time, was similar in nature, and was accompanied with no recall execution. These findings shed light on the long-term financial impact of food crises and offer insights for crisis managers to develop more effective crisis management strategies.

The use of consumer-generated feedback in the hotel industry: current practices and their effects on quality.

Consumer-generated feedback is hard to ignore these days. Word-of-mouth has expanded beyond a customer’s immediate friends and family; with the help of technology it reaches thousands of current and prospective guests. In light of this, scholars and practitioners are exploring the subject of consumer-generated feedback. Today, most of the research regarding this subject focuses on the use of consumer-generated feedback to make purchase decisions. In contrast, the present study explores the use of such information for the purposes of improving hotel operations. This article examines the amount of value placed on consumer-generated feedback, the relative importance placed on positive and negative feedback, and its effects on perceived quality. Furthermore, this study inquires as to the specific uses given to consumer-generated feedback in the hotel industry. It is the researchers’ contention that valuing feedback has positive effects on perceived quality. The findings conclude that hotels can use consumer-generated feedback to take actions such as modifying training programs and operating procedures, as well as identifying patterns of complaint and praise.

Investigating Children’s Role in Family Dining-Out Choices: Evidence From a Casual Dining Restaurant

This study investigates children’s influence over parents with regards to the selection of family dining-out options. To further understand the connection between children’s influence on family dining and practical behaviors, this study examined children’s roles in relation to family communication patterns. Additionally, children’s demographic characteristics were examined as predictors influencing family dining-out choices. The context of this study was casual dining restaurants, a popular destination for family dining, vis-a-vis Taiwanese family consumers. The results show that mothers play a dominant role in the family dining-out decision-making process, and that children’s influence is similar to that of fathers in deciding on the type of restaurants, the specific restaurant, and the order of food items while at a restaurant. Additionally, teenage children have more influence than fathers. This study offers practical implications for foodservice operators in the development of family-friendly services, and in the development of future marketing strategies.

The Effect of Social Media Comments on Consumers’ Responses to Food Safety Information

The increasing popularity of social media has prompted the need to examine the effects of social media comments on consumers’ responses to food safety information. By adopting and extending a dual-process model, this study assessed the effect of source credibility, the content of comments, and relationship quality on consumer responses to social media comments using a scenario-based survey. The results showed a significant interaction effect between source credibility and content of comments; while negative comments induced negative responses regardless of source credibility, positive, or mixed comments led to less negative responses when the source was highly credible than when the source was less credible. The insignificant effect of relationship quality signified a stronger influence of the information itself compared to the influence of the relationship quality with the person delivering information.

Using Smartphone Technology to Assess the Food Safety Practices of Farmers’ Market Foodservice Employees

Due to the danger of food-borne illnesses associated with temporary foodservice establishments coupled with the increasing popularity of farmers’ markets, there is a growing need for an authentic examination of employees’ food safety practices. This study adopted a technology-based observational tool to assess whether farmers’ market foodservice employees performed proper hand-washing behaviors. Using smartphones, a total of 73 farmers’ market employees were observed, with their hand-washing behaviors compared to the Indiana State Health Code and County Health Inspector’s requirements. Results indicated that the frequency of hand washing varies depending on employee’s role, market location, and market size.

A Qualitative Assessment of Yelp.Com Users’ Motivations to Submit and Read Restaurant Reviews

This article presents a thematic analysis of Yelp.com users’ motivations to read and articulate user-generated reviews. This study’s purpose was to identify factors of usage, trust, influence, and contribution of restaurant reviews on Yelp.com. This study found that information search reduction and community membership were the greatest factors encouraging Yelp.com use. Respondents reported trusting Yelp.com due to the community aspects of the website and felt they were able to sort out biased reviews easily. Lastly, the primary reasons for contributing reviews to Yelp.com were altruistic in nature, for example, helping other users make good purchase decisions and rewarding good businesses.