Carol W. Shanklin

Modeling roles of service recovery strategy: A relationship-focused view

This study proposed and tested a theoretical model consisting of antecedents and consequences of recovery satisfaction using a scenario experimentation (2 × 2 × 2 factorial design). Each participant was provided the same service failure (overcooked steak) scenario and one of the eight recovery scenarios. Structural equation modeling was used to test the hypotheses based on 286 cases. All three dimensions of justice had positive effects on recovery satisfaction. Recovery satisfaction had positive effects on trust and overall satisfaction. Trust had positive effects on commitment and overall satisfaction. Commitment had positive effects on overall satisfaction and behavioral intentions. Although a service failure might negatively affect customers’ relationship with the service provider, effective recovery can reinforce attitudinal and behavioral outcomes. The findings emphasize that recovery efforts should be viewed not only as a strategy to recover immediate satisfaction but also as a relationship tool to build long-term relationships with customers.

Written Messages Improve Edible Food Waste Behaviors in a University Dining Facility

BACKGROUND Sustainability and going green have become popular trends among foodservice organizations. Despite this interest, foodservice operations still produce large amounts of edible food waste and contribute significantly to waste management problems. OBJECTIVE The purpose of this operational study was to determine how to introduce food waste behavior change into a dining facility using a simple message-type intervention that requires little sustained administrative support and can provide optimum effect. DESIGN The population for this study was 540 university students living in residence halls and participating in a meal plan. This study assessed whether simple prompt-type message interventions had an influence or if the addition of more personally relevant feedback-based data elicited greater change in student beliefs and food waste behaviors. A written questionnaire and individual student tray waste tracking were used to gather data. Simple print-format messages were evaluated, allowing the effect of an affordable message campaign to be determined. RESULTS Students had a higher-than-neutral level of belief, but did not indicate a strong conviction toward environmental sustainability or food waste. The edible food items disposed of on 19,046 trays in this all-you-care-to-eat university dining operation were evaluated. On average, more than 57 g edible food was disposed of per tray, accumulating to >1.5 tons of food waste during the 6-week study. The simple to-the-point prompt-type message stimulated a 15% reduction in food waste. The addition of a more personalized feedback-based message did not stimulate an additional change beyond that of the prompt message. CONCLUSIONS These findings indicate that simply making university students aware of the topic of food waste may be useful in improving their behaviors and the sustainability of the foodservice facility.

Environmental Practices and Management Concerns of Conference Center Administrators

The purposes of this study were to identify environmental practices and concerns of conference center administrators. A questionnaire was developed, pilot tested, and administered as part of the needs assessment. Descriptive and comparative statistics were used to analyze data. Of the 348 questionnaires sent, 211 were completed and returned for a 60.6% response rate. Recycling was implemented by 85.8% of the respondents; 27% of the conference centers have implemented an energy conservation program. Most centers’ recycling programs did not generate a profit. The majority (54.1%) reported implementing a recycling program to help avoid waste disposal fees. This descriptive study provided information about conference center administrators’ environmental practices and concerns.

Ecology age: implications for the hospitality and tourism industry.

The Earth Summit, held in June 1992, focused international attention on the state of the environment. Critical environmental threats that affect the hospitality and tourism industry include solid waste, water quality and availability, energy, and air pollution. An overview of each of these and initiatives to address them are discussed. The purposes of this article are to stimulate dialogue among hospitality profession als, to emphasize the need for research and training in the industry, and to encourage education programs regarding environmental threats.

Tray Service Generates More Food Waste in Dining Areas of a Continuing-Care Retirement Community

OBJECTIVE To determine if the type of service system affects the amount of service food waste (SFW) generated in dining areas of a continuing-care retirement community. RESEARCH DESIGN A waste stream analysis was conducted for 7 days to determine quantity of SFW generated in three service systems: health care tray service, health care dining room with wait-staff service, and ambulatory dining room with family-style service. Weight and volume were determined. SETTING Health care tray service and wait-staff service were provided to 70 residents in a health care unit. Family-style service was provided as an optional service for 130 residents in independent-living units. An average of 229 meals were served per day. STATISTICAL ANALYSIS PERFORMED Analysis of variance and a multiple comparison method were used to compare mean weight and volume of SFW on a per meal, per day, and per week basis. RESULTS During the 7-day period, 482.8 lb, or 83 gal, of SFW was disposed of Health care tray service generated more SFW by weight for all three meals than either family-style service or wait-staff service, and it generated the greatest total volume of service waste. Residents eating in the dining room with family-style service disposed of significantly less SFW by weight at lunch and dinner than those receiving the other two service styles. APPLICATIONS Changing the style of service can affect not only quantity of solid waste generated and associated disposal costs but also food and supply costs, meal acceptability, and quantity of natural resources required. The systems approach should be used to assess the feasibility of changing service system so that all costs are considered.

Generalizing survey results from student samples: implications from service recovery research

The use of college students as research subjects in consumer research may or may not be appropriate. This paper discusses the external validity of research findings using student subjects as surrogates for consumers in experimental, particularly scenario‐based, studies. The authors describe a study that investigated differences between a student sample and a customer sample in response to service experience. Results were mixed. No significant mean differences were found in complaint intention, preference to complain to an employee or a manager, overall satisfaction, and revisit intention toward service providers. However, significant discrepancies were observed in testing the role of initial overall satisfaction in evaluating recovery satisfaction and in the relative importance of dimensions of justice. For both student and nonstudent groups, regardless of whether their recovery satisfaction was positive or negative, initial overall satisfaction was a stronger predictor for post‐recovery overall satisfaction than was recovery satisfaction.

Comparison of waste composition in a continuing-care retirement community

OBJECTIVE To determine the composition of wastes generated in a continuing-care retirement community (CCRC) and to analyze the effects of source-reduction activities and meal delivery system change on the amount of waste generated in the facility. DESIGN A waste stream analysis was conducted at the same CCRC during spring 1994 (period 1: baseline), spring 1995 (period 2: source reduction intervention), and fall 1995 (period 3: service delivery intervention). Weight, volume, and collapsed volume were determined for food and packaging wastes. SETTING Tray service and wait staff service are provided to 70 residents in a health care unit, and family-style service is an optional service available to 130 residents in the independent-living units. A mean of 229 meals are served per day. INTERVENTION Intervention included the implementation of source-reduction activities and a change in a service-delivery system in periods 2 and 3, respectively. STATISTICAL ANALYSIS PERFORMED Descriptive statistics were used to determine the composition of waste. Analysis of variance and a multiple comparison method (least significant difference) were used to compare mean weight and volume of waste generated in period 1 with data collected during periods 2 and 3. RESULTS Mean waste generated per meal by weight and volume ranged from 0.93 to 1.00 lb and 1.44 to 1.65 gal, respectively. Significantly less production waste by weight (0.18 lb/meal) and volume (0.12 gal/meal) was generated in period 2 than in period 1 (0.32 lb/meal and 0.16 gal/meal, respectively). Significantly less service waste by weight (0.31 lb/meal) and volume (0.05 gal/meal) was discarded in period 3 than in period 1 (0.37 lb/meal and 0.15 gal/meal, respectively). Significantly less total waste and plastic by weight was disposed of after the interventions. The study conclusions indicated that implementing source-reduction practices and changing the meal-delivery system affected the composition of waste generated. APPLICATIONS Knowledge of waste stream composition can help other foodservice professionals and consulting dietitians identify waste-reduction activities and recycling opportunities. The quantity and type of waste generated should be considered when operational decisions are made relative to market form of food, menu choices, service-delivery systems, and production forecast and controls.

Position of the American Dietetic Association: Dietetics Professionals can Implement Practices to Conserve Natural Resources and Protect the Environment

Abstract It is the position of the American Dietetic Association to encourage environmentally responsible practices that conserve natural resources, minimize the quantity of waste that is generated, and have the least adverse affect on the health of all living organisms and the environment. All components of the food system, from farmer to consumer, are affected by the availability and cost of energy and the availability and quality of water. Outdoor and indoor air quality significantly impacts the health of all living organisms. Decisions that dietetics professionals make as practitioners and consumers can affect the quantity and type of solid waste generated. The demand for natural resources should be evaluated when selecting the most cost-effective, environmentally sensitive approach to the management of solid waste. Special precautions are needed when using and disposing of hazardous and medical waste to protect the safety of our clients and employees. This position paper provides information and resources for dietetics professionals for addressing the complexity of the environmental issue presented. Conservation strategies are identified that dietetics professionals can use in their worksites and at home. These conservation practices may reduce cost and decrease the environmental impact we have on our communities and the world.

Solid Waste Management Practices in Selected Hotel Chains and Individual Properties

Results of a descriptive study of solid waste management issues in selected hotel chains and individual properties are presented. The majority of the hotel corporations and individual hotel properties had implemented a program to decrease the volume of waste. Issues impacting the decision to initiate a solid waste management program rated most important by both groups were waste disposal fees and a positive public image. Practices implemented most frequently included: collapsing cardboard boxes, sorting waste by type of material, crushing glass, and baling paper and cardboard. The practices implemented and the type of materials recycled varied by geographic location of the property, corporates emphasis on the importance of recycling and reduction of waste disposal costs, and the infrastructure of the organization. Key Words: Solid waste, hotel, recycle, disposal costs, cor porate policy, public image and the environment.

Food Safety Practices Lacking in Independent Ethnic Restaurants

This study compared compliance with the Food Code between ethnic and non-ethnic restaurants and identified specific food safety practices needing improvement. Frequencies for 275 individual Kansas Food Code violations and the number of critical and noncritical violations were compared between independent ethnic, chain ethnic, independent non-ethnic, and chain non-ethnic restaurants. Independent ethnic restaurants had significantly more critical and noncritical violations than the other three types of restaurants. The majority of differences in code violations were found between independent ethnic restaurants and the other three categories. Overall, non-ethnic restaurants had higher food code compliance scores than independent and chain ethnic restaurants.