Cost-Effective Service Excellence: Exploring the Relationships Among Restaurants’ Operational Efficiency, Size and Service Quality

Ajpes. 2019. ‘FI-PO-Financial Data’. 2019. http://www.ajpes.si/fipo/prikaz.asp?xid=22LH4qw3HhZXE2cUwJjA3IsfiLPq2U/51pvTrfxFcNYwoH8TGxge+h2cSmb20MVd7IBy.Search in Google Scholar

Alberca, Pilar, and Laura Parte. 2018. ‘Operational Efficiency Evaluation of Restaurant Firms’. International Journal of Contemporary Hospitality Management 30 (3): 1959–77. https://doi.org/10.1108/IJCHM-09-2016-0547.10.1108/IJCHM-09-2016-0547Open DOISearch in Google Scholar

Ali, Faizan, Kashif Hussain, Rupam Konar, and Hyeon-Mo Jeon. 2017. ‘The Effect of Technical and Functional Quality on Guests’ Perceived Hotel Service Quality and Satisfaction: A SEM-PLS Analysis’. Journal of Quality Assurance in Hospitality & Tourism 18 (3): 354–78. https://doi.org/10.1080/1528008X.2016.1230037.10.1080/1528008X.2016.1230037Open DOISearch in Google Scholar

Arora, Raj. 2012. ‘A Mixed Method Approach to Understanding the Role of Emotions and Sensual Delight in Dining Experience’. Journal of Consumer Marketing 29 (5): 333–43. https://doi.org/10.1108/07363761211247451.10.1108/07363761211247451Open DOISearch in Google Scholar

Barros, Carlos Alberto Pestana, and Carla Almeida Santos. 2006. ‘The Measurement of Efficiency in Portuguese Hotels Using Data Envelopment Analysis’. Journal of Hospitality & Tourism Research 30 (3): 378–400. https://doi.org/10.1177/1096348006286798.10.1177/1096348006286798Open DOISearch in Google Scholar

Ben Aissa, Sami, and Mohamed Goaied. 2016. ‘Determinants of Tunisian Hotel Profitability: The Role of Managerial Efficiency’. Tourism Management 52 (February): 478–87. https://doi.org/10.1016/j.tourman.2015.07.015.10.1016/j.tourman.2015.07.015Open DOISearch in Google Scholar

Cao, Yang, and Kyungmi Kim. 2015. ‘How Do Customers Perceive Service Quality in Differently Structured Fast Food Restaurants?’ Journal of Hospitality Marketing & Management 24 (1): 99–117. https://doi.org/10.1080/19368623.2014.903817.10.1080/19368623.2014.903817Open DOISearch in Google Scholar

Chen, Cheng-Ta, Ching-Chan Cheng, and Fu-Sung Hsu. 2015. ‘GRSERV Scale: An Effective Tool for Measuring Consumer Perceptions of Service Quality in Green Restaurants’. Total Quality Management & Business Excellence 26 (3–4): 355–67. https://doi.org/10.1080/14783363.2013.832478.10.1080/14783363.2013.832478Open DOISearch in Google Scholar

Cheng, Ching-Chan, Ming-Chun Tsai, and Shu-Ping Lin. 2015. ‘Developing Strategies for Improving the Service Quality of Casual-Dining Restaurants: New Insights from Integrating IPGA and QFD Analysis’. Total Quality Management & Business Excellence 26 (3–4): 415–29. https://doi.org/10.1080/14783363.2013.839166.10.1080/14783363.2013.839166Open DOISearch in Google Scholar

Chin, Jiung-Bin, and Chih-Hsin Tsai. 2013. ‘Developing a Service Quality Evaluation Model for Luxurious Restaurants in International Hotel Chains’. Total Quality Management & Business Excellence 24 (9–10): 1160–73. https://doi.org/10.1080/14783363.2012.661132.10.1080/14783363.2012.661132Open DOISearch in Google Scholar

Clemes, Michael Daniel, Zurinawati Mohi, Xuedong Li, and Baiding Hu. 2018. ‘Synthesizing Moderate Upscale Restaurant Patrons’ Dining Experiences’. Asia Pacific Journal of Marketing and Logistics 30 (3): 627–51. https://doi.org/10.1108/APJML-06-2017-0115.10.1108/APJML-06-2017-0115Open DOISearch in Google Scholar

Dano, Sven. 2012. Industrial Production Models: A Theoretical Study. Wien: Springer Science & Business Media.Search in Google Scholar

Demydyuk, G., H. A. Shawky, JI Van der Rest, and J. A. A. Adriaanse. 2015. ‘Key Operating Indicators to Lever Financial Performance of Publicly Traded Restaurant Companies: A Market’s Perspective from 2007-2011’. International Journal of Revenue Management 8 (2): 165–192. https://doi.org/10.1504/IJRM.2015.070006.10.1504/IJRM.2015.070006Open DOISearch in Google Scholar

Djekic, Ilija, Kevin Kane, Nikola Tomic, Eleni Kalogianni, Ada Rocha, Lamprini Zamioudi, and Rita Pacheco. 2016. ‘Cross-Cultural Consumer Perceptions of Service Quality in Restaurants’. Nutrition & Food Science 46 (6): 827–43. https://doi.org/10.1108/NFS-04-2016-0052.10.1108/NFS-04-2016-0052Open DOISearch in Google Scholar

Durrani, Amir S., and Lakshman Rajagopal. 2016. ‘Restaurant Human Resource Managers’ Attitudes towards Workplace Diversity, Perceptions and Definition of Ethical Hiring’. International Journal of Hospitality Management 53 (February): 145–51. https://doi.org/10.1016/j.ijhm.2015.10.009.10.1016/j.ijhm.2015.10.009Open DOISearch in Google Scholar

Eid, Riyad, and Ali Ahmed Abdelkader. 2017. ‘Muslim Service Quality Dimensions in the Tourism and Hospitality Industry: Construct Development and Measurement Validation’. Int. J. Islamic Marketing and Branding 2 (3): 215–31. https://doi.org/10.1504/IJIMB.2017.087983.10.1504/IJIMB.2017.087983Open DOISearch in Google Scholar

Emrouznejad, Ali, and Guo-liang Yang. 2018. ‘A Survey and Analysis of the First 40 Years of Scholarly Literature in DEA: 1978–2016’. Socio-Economic Planning Sciences 61: 4–8. https://doi.org/10.1016/j.seps.2017.01.008.10.1016/j.seps.2017.01.008Open DOISearch in Google Scholar

Fang, Chin-Yi, and Fu-Sung Hsu. 2014. ‘An Efficiency-Based Metafrontier Approach To Menu Analysis’. Journal of Hospitality & Tourism Research 38 (2): 199–221. https://doi.org/10.1177/1096348012451461.10.1177/1096348012451461Open DOISearch in Google Scholar

Fu, Yao-Yi, and Sara C. Parks. 2001. ‘The Relationship between Restaurant Service Quality and Consumer Loyalty among the Elderly’. Journal of Hospitality & Tourism Research 25 (3): 320–26. https://doi.org/10.1177/109634800102500306.10.1177/109634800102500306Open DOISearch in Google Scholar

Grunert, Klaus G. 2005. ‘Food Quality and Safety: Consumer Perception and Demand’. European Review of Agricultural Economics 32 (3): 369–91. https://doi.org/10.1093/eurrag/jbi011.10.1093/eurrag/jbi011Open DOISearch in Google Scholar

Han, Heesup, and Sunghyup Sean Hyun. 2017. ‘Impact of Hotel-Restaurant Image and Quality of Physical-Environment, Service, and Food on Satisfaction and Intention’. International Journal of Hospitality Management 63 (May): 82–92. https://doi.org/10.1016/j.ijhm.2017.03.006.10.1016/j.ijhm.2017.03.006Open DOISearch in Google Scholar

Hayes, David K., and Allisha Miller. 2010. Revenue Management for the Hospitality Industry. Hoboken, N.J.: John Wiley & Sons, Incorporated.Search in Google Scholar

Hotrec. 2019. ‘The Hospitality Industry’s Contributions to European Economy Society’. 2019. https://www.hotrec.eu/facts-figures/.Search in Google Scholar

Johns, Nick, and Phil Tyas. 1996. ‘Use of Service Quality Gap Theory to Differentiate between Foodservice Outlets’. The Service Industries Journal 16 (3): 321–46. https://doi.org/10.1080/02642069600000031.10.1080/02642069600000031Open DOISearch in Google Scholar

Kaminakis, Kostas, Kalipso Karantinou, Christos Koritos, and Spiros Gounaris. 2019. ‘Hospitality Servicescape Effects on Customer-Employee Interactions: A Multilevel Study’. Tourism Management 72 (June): 130–44. https://doi.org/10.1016/j.tourman.2018.11.013.10.1016/j.tourman.2018.11.013Open DOISearch in Google Scholar

Kim, Hyun Jeong, Cynthia McCahon, and Judy Miller. 2003. ‘Assessing Service Quality in Korean Casual-Dining Restaurants Using DINESERV’. Journal of Foodservice Business Research 6 (1): 67–86. https://doi.org/10.1300/J369v06n01_05.10.1300/J369v06n01_05Open DOISearch in Google Scholar

Kim, Woo Gon, Jun (Justin) Li, and Robert A. Brymer. 2016. ‘The Impact of Social Media Reviews on Restaurant Performance: The Moderating Role of Excellence Certificate’. International Journal of Hospitality Management 55: 41–51. https://doi.org/10.1016/j.ijhm.2016.03.001.10.1016/j.ijhm.2016.03.001Open DOISearch in Google Scholar

Kim, Woo Gon, Christy Yen Nee Ng, and Yen-soon Kim. 2009. ‘Influence of Institutional DINESERV on Customer Satisfaction, Return Intention, and Word-of-Mouth’. International Journal of Hospitality Management 28 (1): 10–17. https://doi.org/10.1016/j.ijhm.2008.03.005.10.1016/j.ijhm.2008.03.005Open DOISearch in Google Scholar

Knutson, Bonnie J., Pete Stevens, and Mark Patton. 1996. ‘Dineserv: Measuring Service Quality in Quick Service, Casual/Theme, and Fine Dining Restaurants’. Journal of Hospitality & Leisure Marketing 3 (2): 35–44. https://doi.org/10.1300/J150v03n02_04.10.1300/J150v03n02_04Open DOISearch in Google Scholar

Knutson, Bonnie, Pete Stevens, Colleen Wullaert, Mark Patton, and Fumlto Yokoyama. 1990. ‘Lodgserv: A Service Quality Index for the Lodging Industry’. Journal of Hospitality & Tourism Research 14 (2): 277–84.10.1177/109634809001400230Search in Google Scholar

Kukanja, Marko, Doris Gomezelj Omerzel, and Borut Kodrič. 2017. ‘Ensuring Restaurant Quality and Guests’ Loyalty: An Integrative Model Based on Marketing (7P) Approach’. Total Quality Management & Business Excellence 28 (13–14): 1509–25. https://doi.org/10.1080/14783363.2016.1150172.10.1080/14783363.2016.1150172Open DOISearch in Google Scholar

Kuo, Tsuang, Chih Ta Chen, and Wan Jung Cheng. 2018. ‘Service Quality Evaluation: Moderating Influences of First-Time and Revisiting Customers’. Total Quality Management & Business Excellence 29 (3–4): 429–40. https://doi.org/10.1080/14783363.2016.1209405.10.1080/14783363.2016.1209405Open DOISearch in Google Scholar

Lai, Ivan K.W., Michael Hitchcock, Ting Yang, and Tun-Wei Lu. 2018. ‘Literature Review on Service Quality in Hospitality and Tourism (1984-2014): Future Directions and Trends’. International Journal of Contemporary Hospitality Management 30 (1): 114–59. https://doi.org/10.1108/IJCHM-08-2016-0408.10.1108/IJCHM-08-2016-0408Open DOISearch in Google Scholar

Lee, Wen-Hwa, and Ching-Chan Cheng. 2018. ‘Less Is More: A New Insight for Measuring Service Quality of Green Hotels’. International Journal of Hospitality Management 68 (January): 32–40. https://doi.org/10.1016/j.ijhm.2017.09.005.10.1016/j.ijhm.2017.09.005Open DOISearch in Google Scholar

Lin, Shu-Ping, Ya-Hui Chan, and Ming-Chun Tsai. 2009. ‘A Transformation Function Corresponding to IPA and Gap Analysis’. Total Quality Management & Business Excellence 20 (8): 829–46. https://doi.org/10.1080/14783360903128272.10.1080/14783360903128272Search in Google Scholar

Liu, Pei, and Eliza Ching-Yick Tse. 2018. ‘Exploring Factors on Customers’ Restaurant Choice: An Analysis of Restaurant Attributes’. British Food Journal 120 (10): 2289–2303. https://doi.org/10.1108/BFJ-10-2017-0561.10.1108/BFJ-10-2017-0561Search in Google Scholar

MarketResearch. 2019. ‘Restaurants Market Research Reports & Restaurants Industry Analysis’. 2019. https://www.marketresearch.com/Food-Beverage-c84/Food-Service-Hospitality-c169/Restaurants-c532/.Search in Google Scholar

Marković, Suzana, Sanja Raspor, and Klaudio Šegarić. 2010. ‘Does Restaurant Performance Meet Customers’ Expectations? An Assessment of Restaurant Service Quality Using a Modified DINESERV Approach’. Tourism and Hospitality Management 16 (2): 181–195.10.20867/thm.16.2.4Search in Google Scholar

Mhlanga, Oswald. 2018. ‘Factors Impacting Restaurant Efficiency: A Data Envelopment Analysis’. Tourism Review 73 (1): 82–93. https://doi.org/10.1108/TR-07-2017-0109.10.1108/TR-07-2017-0109Open DOISearch in Google Scholar

Mosavi, Seyed Alireza, and Mahnoosh Ghaedi. 2012. ‘The Effects of Relationship Marketing on Relationship Quality in Luxury Restaurants’. African Journal of Business Management 6 (19): 6090–6102. https://doi.org/10.5897/AJBM11.2192.10.5897/AJBM11.2192Open DOISearch in Google Scholar

Mun, Sung Gyun, and SooCheong (Shawn) Jang. 2015. ‘Working Capital, Cash Holding, and Profitability of Restaurant Firms’. International Journal of Hospitality Management 48: 1–11. https://doi.org/10.1016/j.ijhm.2015.04.003.10.1016/j.ijhm.2015.04.003Open DOISearch in Google Scholar

Mun, Sung Gyun, and SooCheong (Shawn) Jang. 2018. ‘Restaurant Operating Expenses and Their Effects on Profitability Enhancement’. International Journal of Hospitality Management 71 (April): 68–76. https://doi.org/10.1016/j.ijhm.2017.12.002.10.1016/j.ijhm.2017.12.002Open DOISearch in Google Scholar

Parasuraman, A., V. A Zeithaml, and L. L Berry. 1985. ‘A Conceptual Model of Service Quality and Its Implications for Future Research’. The Journal of Marketing 49 (4): 41–50.10.1177/002224298504900403Search in Google Scholar

Parasuraman, A., V. A Zeithaml, and L. L Berry. 1988. ‘SERVQUAL: A Multuple-Item Scale for Measuring Consumer Perceptions of Service Quality’. Journal of Retailing 64: 1.Search in Google Scholar

Planinc, Tanja, Marko Kukanja, and Saša Planinc. 2018. ‘Classification and Efficiency Analysis of Slovenian Restaurant SMEs’. Academica Turistica, June, 31–42. https://doi.org/10.26493/2335-4194.11.31-42.10.26493/2335-4194.11.31-42Search in Google Scholar

Poulston, Jill, and Albert Yau Kwong Yiu. 2011. ‘Profit or Principles: Why Do Restaurants Serve Organic Food?’ International Journal of Hospitality Management 30 (1): 184–91. https://doi.org/10.1016/j.ijhm.2010.04.004.10.1016/j.ijhm.2010.04.004Open DOISearch in Google Scholar

Raajpoot, Nusser A. 2002. ‘TANGSERV: A Multiple Item Scale for Measuring Tangible Quality in Foodservice Industry’. Journal of Foodservice Business Research 5 (2): 109–127.10.1300/J369v05n02_08Search in Google Scholar

Reynolds, Dennis. 2003. ‘Hospitality-Productivity Assessment: Using Data-Envelopment Analysis’. Cornell Hotel and Restaurant Administration Quarterly 44 (2): 130–37. https://doi.org/10.1177/0010880403442012.10.1177/0010880403442012Open DOISearch in Google Scholar

Reynolds, Dennis, and David Biel. 2007. ‘Incorporating Satisfaction Measures into a Restaurant Productivity Index’. International Journal of Hospitality Management 26 (2): 352–61. https://doi.org/10.1016/j.ijhm.2006.01.003.10.1016/j.ijhm.2006.01.003Open DOISearch in Google Scholar

Reynolds, Dennis, and Gary M. Thompson. 2007. ‘Multiunit Restaurant Productivity Assessment Using Three-Phase Data Envelopment Analysis’. International Journal of Hospitality Management 26 (1): 20–32. https://doi.org/10.1016/j.ijhm.2005.08.004.10.1016/j.ijhm.2005.08.004Open DOISearch in Google Scholar

Ryu, Kisang, and Jin-Soo Lee. 2017. ‘Examination of Restaurant Quality, Relationship Benefits, and Customer Reciprocity From the Perspective of Relationship Marketing Investments’. Journal of Hospitality & Tourism Research 41 (1): 66–92. https://doi.org/10.1177/1096348013515919.10.1177/1096348013515919Open DOISearch in Google Scholar

Saeida Ardakani, Saeid, Majid Nejatian, Mohammad Ali Farhangnejad, and Mehran Nejati. 2015. ‘A Fuzzy Approach to Service Quality Diagnosis’. Marketing Intelligence & Planning 33 (1): 103–19. https://doi.org/10.1108/MIP-02-2013-0035.10.1108/MIP-02-2013-0035Open DOISearch in Google Scholar

Seo, Kwanglim, and Amit Sharma. 2018. ‘CEO Overconfidence and the Effects of Equity-Based Compensation on Strategic Risk-Taking in the U.S. Restaurant Industry’. Journal of Hospitality & Tourism Research 42 (2): 224–59. https://doi.org/10.1177/1096348014561026.10.1177/1096348014561026Open DOISearch in Google Scholar

Statista. 2019. ‘Statistics and Market Data on Restaurants’. 2019. https://www.statista.com/markets/420/topic/494/restaurants/.Search in Google Scholar

Stevens, Pete, Bonnie Knutson, and Mark Patton. 1995. ‘Dineserv: A Tool for Measuring Service Quality in Restaurants’. The Cornell Hotel and Restaurant Administration Quarterly 36 (2): 5–60. https://doi.org/10.1016/0010-8804(95)93844-K.10.1016/0010-8804(95)93844-Open DOISearch in Google Scholar

Sweeney, Jill, Robert W. Armstrong, and Lester W. Johnson. 2016. ‘The Effect of Cues on Service Quality Expectations and Service Selection in a Restaurant Setting: A Retrospective and Prospective Commentary’. Journal of Services Marketing 30 (2): 136–40. https://doi.org/10.1108/JSM-01-2016-0010.10.1108/JSM-01-2016-0010Open DOISearch in Google Scholar

Wirtz, Jochen, and Valarie Zeithaml. 2017. ‘Cost-Effective Service Excellence’. J. of the Acad. Mark. Sci., 1–22. https://doi.org/10.1007/s11747-017-0560-7).10.1007/s11747-017-0560-7)Open DOISearch in Google Scholar

Wttc. 2019a. ‘Travel&Tourism Economic Impact 2018 Slovenia’. London: Wttc.Search in Google Scholar

Wttc.. 2019b. ‘Travel&Tourism Economic Impact 2018 World’. London: Wttc.Search in Google Scholar