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Fitting Restaurant Service Style to Brand Image for Greater Customer Satisfaction

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dc.contributor.authorGiebelhausen, Michael D.
dc.contributor.authorChan, Evelyn
dc.contributor.authorSirianni, Nancy J.
dc.date.accessioned2020-09-10T18:17:08Z
dc.date.available2020-09-10T18:17:08Z
dc.date.issued2016-04-04
dc.description.abstractSupported by academic researchers, the restaurant industry has devoted enormous effort to the task of conceptualizing and developing measures of “service quality,” 1 based on the reasonable proposition that restaurant guests’ satisfaction relies on quality of service. However, it has become clear to us that quality alone is not the full measure of how restaurant guests gauge or react to their servers’ actions. Consequently, in this CHR report, we measure the effects of “service style,” which we conceptualize as a manner of delivering guest service that is specifically identifiable on some dimension other than quality. We feel that this issue of service style has largely been overlooked, and we believe it’s important to assess the effectiveness of different service styles in a particular restaurant context.
dc.description.legacydownloadsGiebelhause_2016_Fitting_restaurant.pdf: 2722 downloads, before Aug. 1, 2020.
dc.identifier.other8420956
dc.identifier.urihttps://hdl.handle.net/1813/71231
dc.language.isoen_US
dc.rightsRequired Publisher Statement: © Cornell University. This report may not be reproduced or distributed without the express permission of the publisher.
dc.subjectrestaurant service style
dc.subjectbranding
dc.subjectimage
dc.subjectservice employees
dc.titleFitting Restaurant Service Style to Brand Image for Greater Customer Satisfaction
dc.typearticle
local.authorAffiliationGiebelhausen, Michael D.: mdg234@cornell.edu Cornell University School of Hotel Administration
local.authorAffiliationChan, Evelyn: MaPS/Millward Brown Analytics
local.authorAffiliationSirianni, Nancy J.: Northeastern University

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