Diego Bufquin

Effects of Social Perceptions and Organizational Commitment on Restaurant Performance

ABSTRACT The purpose of this study is to examine the effects of employees’ organizational commitment and social perceptions of their coworkers and managers on key restaurant performance indicators (i.e., customer satisfaction, restaurant sales change, and employee turnover rate). This study enhances the existing literature related to the influence of the work environment and employees’ job attitudes on organizations’ performance, and includes two fundamental social dimensions that are often used to evaluate other individuals or groups, namely warmth and competence. In order to examine such effects, structural equation modeling (SEM) was utilized. Results suggest that managers’ warmth and employees’ organizational commitment have significant effects on restaurants’ turnover rates. Moreover, employees’ organizational commitment improves restaurants’ sales change and customer satisfaction. Implications for practitioners and researchers are discussed in detail.

The influence of the DinEX service quality dimensions on casual-dining restaurant customers’ satisfaction and behavioral intentions

ABSTRACT The following empirical study examines the effects of specific service quality dimensions from the DinEX model on customers’ satisfaction and behavioral intentions. The originality of DinEX over other restaurant service quality instruments is primarily its focus on dimensions such as social connectedness and homophily, which represent social constructs that portray an internal sense of belonging and the tendency for people to affiliate with similar others. A self-administered questionnaire was distributed in an independent casual-dining restaurant located in the southeastern United States and a sample of 209 respondents was obtained. Results show that food healthfulness and food quality have an influence on customers’ satisfaction, which in turn affects their behavioral intentions. The implications for practitioners are discussed in detail.

An empirical investigation on loan applications and fear of rejection of external financing in the foodservice industry

ABSTRACT This article examines the loan application decision patterns of small-cap foodservice firms and the causes of these firms’ discouragement (fear of rejection) in relation to their external finance-seeking efforts. We utilize information and data collected by the Survey of Small Business Finances on a variety of aspects related to small-cap foodservice firm owners and firms, including market-lender characteristics, use of financial services, and income and balance sheet information in the United States. Our primary findings reveal that sufficient liquidity and owner net worth reduce external finance seeking. In addition, firm credit quality and owner minority status increase discouragement toward external finance seeking, while education reduces fear of rejection.

Why do They Come Back? The Effects of Winery Tourists’ Motivations and Satisfaction on the Number of Visits and Revisit Intentions

ABSTRACT Few studies have examined the influence of winery tourists’ motivations and satisfaction on number of visits and revisit intentions. This study examined these relationships through 1602 online survey responses from former winery visitors. The data were analyzed through a series of multiple regression analyses. Findings show that among tourists’ motivations, the reputation, reviews, and perceived quality of the winery and its wines significantly affect the number of visits and revisit intentions, while media exposure affects revisit intentions. Further, visitors’ satisfaction with the winery significantly impacts revisit intentions. While visitors’ geographic proximity to the winery increased the number of visits, as expected, distance from the winery is shown to increase revisit intentions. Finally, the number of previous visits had a significant positive effect on revisit intentions.

Social evaluations of restaurant managers: the effects on frontline employees’ job attitudes and turnover intentions

This paper aims to examine the effects of restaurant managers’ warmth and competence on employees’ turnover intentions mediated by job satisfaction and organizational commitment. The study aims to enhance existing literature related to the influence of social perceptions that casual dining restaurant employees may adopt regarding their restaurant managers.,The data came from 781 employees of a large US-based casual dining restaurant franchise group that owned 43 restaurants. Exploratory and confirmatory factor analyses were performed, followed by multilevel path and post hoc mediation analyses, to assess the effects of the proposed model.,Results demonstrated that managers’ warmth and competence represented a single factor, instead of two distinct constructs, thus contradicting several sociopsychological studies. Moreover, managers’ warmth and competence had an indirect influence on employees’ turnover intentions through both job satisfaction and organizational commitment.,Knowing that employees develop improved job attitudes and lower turnover intentions when they evaluate their managers as warm and competent individuals, restaurant operators should focus on both of these social characteristics when designing interviewing processes, management training, and performance appraisal programs.,By studying a casual dining restaurant franchise group that operates a single brand, thus minimizing variation in policies and procedures, this paper fulfills an identified need to examine two fundamental social dimensions that people often use in professional settings, and which have not been vastly studied in organizational behavior or hospitality literature.