Sara C. Parks

The Relationship between Restaurant Service Quality and Consumer Loyalty among the Elderly

In the United States, the number of elderly is increasing much faster than the overall population of the country. Although this growth presents the restaurant industry with new opportunities, there is evidence that two of three senior patrons express dissatisfaction with service because of mistreatment by restaurant employees. No quantitative research has addressed the influence of service quality on older diners’ behavioral intentions. This study statistically analyzed the relationship between service quality dimensions and restaurant loyalty among elderly customers. An on-site survey was conducted at two family-style restaurants using the SERVQUAL instrument. The major findings were that friendly service and individual attention were more important factors than tangible aspects of service in influencing elderly customers’ behavioral intentions. The results of this study will help restaurant operators improve the specific service quality dimensions that enhance return business.

Age- and gender-based market segmentation: A structural understanding

Abstract Age- and gender-based market segmentation studies have appeared frequently in the travel literature. The authors examined the implicit assumptions made in previous age- and gender-related studies. In addition, a well-established marketing theory was employed to compare age- and gender-based market segments. The findings indicate that the two age (senior vs. younger) and gender segments are heterogeneous and provide different measurement reliabilities. However, the decision making process of the different age and gender groups was the same. The findings and implications are discussed.

Evaluating the Role of Attribute Importance as a Multiplicative Weighting Variable in the Study of Hospitality Consumer Decision-Making

The concept of attribute importance has been used for years in marketing research. One of the primary uses of the concept is as a weighting variable through multiplication with other variables. This study empirically examines the role and utility of importance weights, as compared to unweighted variables, within the context of consumer satisfaction research in the lodging industry. The unweighted and importance-weighted variables are compared for their explanatory abilities in three different models and three different methods. The results consistently indicate that the unweighted variables outperform the weighted variables, espe cially when they are compared in the same models. Some methodological implications are discussed for future research.

Internal service quality: marketing strategies can help to reduce employee turnover for food servers.

Abstract Employers of food service workers face a serious dilemma in retaining employees. This research on restaurant food service workers draws on previous research completed in three disciplines (marketing, organizational behavior, and social psychology) and supports the view that concerted efforts at internal service quality result in internal customer satisfaction, thereby causing people to stay longer in the food service industry and be more likely to recommend their job to others. Implications are drawn that may help to lessen employee turnover in the service industries.

Competitive marketing of distance education: A model for placing quality within a strategic planning context

Abstract Increasing competitive forces are compelling academic administrators to think strategically about specific offerings in their distance education programs. Across a wide variety of educational contexts, quality is being recognized as a major source of competitive advantage. This paper examines the role of quality in determining appropriate market‐driven strategies. A model for integrating quality based on competitive ability and market attractiveness is presented.

Challenging the future: Impact of information technology on dietetics practice, education, and research

As we look at our nations drive for technological superiority, global interdependence, major demographic shifts, and changes in consumer values and expectations, it is obvious that these changes will have a profound effect on our profession. Our leaders must be direction setters, change agents, and mentors in helping our members understand the importance of becoming part of this information and technological revolution. Because people often cling to the security of the past, leaders will have to possess the ability to convince others that there is a need for change. We must assume the risks related to making todays critical decisions about the role of infotech to the future of our profession. As individual members and leaders, we must not deny the reality of the technology challenge.

Attitudes and opinions of dietetics professionals toward cost-benefit and cost-effectiveness analyses

OBJECTIVE To compare the attitudes and opinions of dietitians and dietary managers in regard to cost-benefit analysis (CBA) and cost-effectiveness analysis (CEA). DESIGN A questionnaire was sent nationwide to a sample of 1,074 dietitians and 454 dietary managers. SUBJECTS/SAMPLES The dietitians were randomly selected from three dietetic practice groups of The American Dietetic Association that have practitioners with administrative responsibilities in health care: Clinical Nutrition Management, Consultant Dietitians in Health Care Facilities, and Management in Healthcare Systems. The random sample of dietary managers was drawn from the membership list of the Dietary Managers Association. MAIN OUTCOME MEASURES We hypothesized that there would be a difference between the dietitians and dietary managers in their attitudes about, and experiences in conducting CBA and CEA. STATISTICAL ANALYSES Data analysis incorporated frequencies, means, and standard deviations to describe the respondents. Pearsons pairwise correlations and analysis of variance examined the significance of the relationships among the variables of the study. Scheffes test was conducted to identify which variables related closely to each other. RESULTS Seven hundred twenty-two usable questionnaires were returned, which gave an overall response rate of 47%. Although both professional groups had experience with reducing costs at their jobs, they did not think it important to conduct CBA and CEA. Neither group could distinguish between CBA and CEA. Dietitians, who were more positive toward using CBA and CEA, saw them as important techniques that could justify the value of dietetics services. Dietitians were also more likely than the dietary managers to use the techniques in the future. Dietitians were beginning to explore the techniques, but they did not feel that good sources of information were available for conducting CBA and CEA studies. APPLICATIONS/CONCLUSIONS Our findings suggest a strong need to educate dietitians and dietary managers in the techniques and proper use of CBA and CEA in practice settings. Dietitians need to be guided to appropriate teaching materials and educational programs, and dietary managers first have to be educated about the importance and the benefits of using the techniques.

The relationship of hotel management practices to employee learning and performance orientations of low and high self-efficacious employees.

Abstract The purpose of the study was to determine whether in hotels, employee performance orientation and learning orientation are related to their perceptions of management practices and whether employee self-efficacy plays a role in this relationship. Descriptive analyses were conducted to help understand sample characteristics and to assure overall data quality. The results show that employee perceptions of management practices do influence employee learning and performance orientations and self-efficacy played amoderating role in these relationships. These results have both marketing and human resource implications. High self-efficacious employees seem to be motivated by learning orientation and are not necessarily motivated by extrinsic motivators.

A Passion for Knowledge? a Comparative Study of Older and Younger Food Service Workers' Desire for Education:

Demographic trends will have a significant impact on the foodservice labor force. With fewer teenagers available, the commercial sector (that is, fast-food restaurants) is experiencing acute labor shortages. This trend will impact the institutional sector as commercial and institutional employers compete fora similar labor pool. The older worker will be a valuable resource in light of a shrinking laborpool and increased competition. Stereotypes regarding the training, education, and develop ment of older workers are pervasive. To achieve financial success in their food service operations, employee training, education, and development programs are necessary. Therefore, managers will have to overcome stereotype barriers and develop effective training and educational programs for older employees. Age- related stereotypes regarding education, training, and development of the older worker are explored.

Marketing Strategies Can Maximize Food and Nutrition Professionalsʼ Effectiveness With Children

The voice and skills of marketing can be used to help or hinder sound eating habits in children. The authors of this article explore how marketing can be used effectively to modify children’s food consumption patterns to introduce more healthful foods into their diets. Research shows that attitudes and behaviors of this generation of children have changed, particularly in how they access and use information. Marketing food to children has both positive and negative consequences on food consumption, behavior, and health. Instead of being part of the problem, families and school nutrition programs can be part of the solution by using and evaluating marketing efforts to influence eating behaviors. Finally, the authors present strategy implications for food and nutrition professionals using or addressing issues involving marketing to children.