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dc.contributor.authorSusskind, Alex M.
dc.contributor.authorChan, Edwin K.
dc.description.abstract[Excerpt] Full-service restaurants are under more pressure than ever, in part because the restaurant business has seen strong growth in the home-meal- replacement concept in recent years. Given the tumultuous competition in the restaurant business, we examined the underlying determinants or drivers of a successful full-service restaurant operation. In particular, we wanted to discover what restaurant attributes improve customers’ ratings of a restaurant and, more to the point, boosted check averages. This investigation focused on three specific questions: (1) What restaurant features matter the most to consumers in their dining experi­ences?, (2) What does it take to be the best in consumers’ eyes?, and (3) To what extent do high con­sumer ratings predict a high check average? To answer those questions we present a multi-stage analysis of the relationships among restaurants’ operational characteristics and amenities and the consumers’ per­ceptions of restaurant quality, and, in turn, the relationship between consumers’ perceptions of their restau­rant experience and operators’ reports regarding their check averages.
dc.rightsRequired Publisher Statement: © Cornell University. Reprinted with permission. All rights reserved.
dc.subjectrestaurant operation
dc.subjectaverage check
dc.subjectservice quality
dc.subjectcase studies
dc.titleHow Restaurant Features Affect Check Averages: A Study of the Toronto Restaurant Market
dc.description.legacydownloadsSusskind19_How_Restaurant_Features_Affect_Check_Averages.pdf: 3901 downloads, before Aug. 1, 2020.
local.authorAffiliationSusskind, Alex M.: Cornell University
local.authorAffiliationChan, Edwin K.: Royalton Hotel

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