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The Effects of Corporate Social Responsibility on Service Recovery Evaluations in Casual Dining Restaurants.
Title
The Effects of Corporate Social Responsibility on Service Recovery Evaluations in Casual Dining Restaurants.
Creator
Albus, Heidi, Ro, Hee Jung, Parsa, Haragopal, Kwun, David, University of Central Florida
Abstract / Description
This study examined the effects of Corporate Social Responsibility (CSR) on service recovery in terms of customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. More specifically, this study proposed that CSR will have a halo effect on negative service recovery incidents and mitigate the adverse effects of the poor recovery. An experimental study consisting of a 3x2 between subjects factorial design was used. Three CSR conditions (positive,...
Show moreThis study examined the effects of Corporate Social Responsibility (CSR) on service recovery in terms of customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. More specifically, this study proposed that CSR will have a halo effect on negative service recovery incidents and mitigate the adverse effects of the poor recovery. An experimental study consisting of a 3x2 between subjects factorial design was used. Three CSR conditions (positive, negative, and no CSR) were matched with two service recovery conditions (positive or negative). Four hundred and eighteen subjects were recruited by a reputed marketing research firm. Results of this study showed that CSR and service recovery have a significant effect on customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. Furthermore, the results showed that CSR enhances the positive effects of good service recovery.
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Date Issued
2012
Identifier
CFE0004348, ucf:49418
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004348
Nutritionally Focused Drive-Thru Menus and the Impact on Consumer Preferences: A Study of the Restaurant Industry
Title
Nutritionally Focused Drive-Thru Menus and the Impact on Consumer Preferences: A Study of the Restaurant Industry.
Creator
Davis, Meschelle Davis, Parsa, Haragopal, Severt, Denver, Singh, Dipendra, University of Central Florida
Abstract / Description
More than one-third of the U.S. citizens (over 70 million people) and 16% of children are classified as obese and are at risk of many diseases including heart disease. Research indicates that 65% of Americans over the age of twenty years old are considered overweight. To address this public health issue, the U.S. Food (&) Drug Administration has proposed new nutritional guidelines for restaurant menus. Thus, the current study investigated the preferences of quick service restaurant (QSR)...
Show moreMore than one-third of the U.S. citizens (over 70 million people) and 16% of children are classified as obese and are at risk of many diseases including heart disease. Research indicates that 65% of Americans over the age of twenty years old are considered overweight. To address this public health issue, the U.S. Food (&) Drug Administration has proposed new nutritional guidelines for restaurant menus. Thus, the current study investigated the preferences of quick service restaurant (QSR) industry consumers with reference to the newly proposed U.S. Food and Drug Administration regulations. This study includes development and redesigning of drive thru menus to comply with the FDA guidelines. A 3x2 factorial design experiment was conducted using real drive thru menus from three major national restaurant chains. The control group consisted of normal drive thru menus obtained from national restaurant chains, and the experimental group was comprised of two sets of pre-tested experimental menus complying with the FDA guidelines. The first set of experimental menus includes presentation of calorie information for all menu items offered. The second set of experimental menus includes color coded calorie specific menu categories (low, regular and high). A set of research hypotheses were developed and data was collected from heavy users of QSR units using Qualtrics software. The collected data were analyzed using SPSS. The obtained results indicated that the QSR menus designed to comply with the FDA's guidelines do not result in loss of revenues as commonly feared by the restaurant industry. But interestingly the second set of experiment menus with color coded nutritional categories (low, regular, high) have led to increased consumer patronage and consumers' willingness to pay. In addition, color coded nutritional menus were preferred over FDA suggested menus designs. The results from the current study are of significant importance to the QSR industry as they strive to comply with the new nutrition guidelines of FDA for drive thru menus.
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Date Issued
2012
Identifier
CFE0004367, ucf:49441
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004367
The Relationship Between Perceived Personal Fairness, Social Fairness, Hotel Cancellation Policies and Consumer Patronage
Title
The Relationship Between Perceived Personal Fairness, Social Fairness, Hotel Cancellation Policies and Consumer Patronage.
Creator
Smith, Scott, Parsa, Haragopal, Chen, Po-Ju, Nusair, Khaldoon, Robinson, Edward, Schwartz, Zvi, University of Central Florida
Abstract / Description
The objective of the study was to examine the relationships between the concepts of personal fairness and social fairness and hotel cancellation policies. These relationships will be explored using the framework of Prospect Theory in terms of consumer patronage (willingness-to-purchase and word-of-mouth).This study includes a brief history of the development of the lodging industry in the United States from inns and taverns to the modern hotel industry that is a critical sector of the...
Show moreThe objective of the study was to examine the relationships between the concepts of personal fairness and social fairness and hotel cancellation policies. These relationships will be explored using the framework of Prospect Theory in terms of consumer patronage (willingness-to-purchase and word-of-mouth).This study includes a brief history of the development of the lodging industry in the United States from inns and taverns to the modern hotel industry that is a critical sector of the hospitality and tourism economy. Current statistics are provided regarding the U.S. and Central Florida hotel industry in order to provide both a national and local economic perspective. The study also provides relevant statistics regarding U.S. domestic traveller information.The included literature review consists of concepts of mental accounting theory, economic utility theory, prospect theory, personal fairness, social fairness, and consumer patronage. The study also discusses how the lodging industry is unique in its implementation of reservation cancellation policies when compared against other industries. Research regarding merchandise return policies is also discussed here. The study was designed to investigate three separate components of both personal and social fairness. The first component investigated the effects of hotel rate price increases and discounts on personal fairness when compared against an existing reference price. The second component studied the perceptions of social fairness on three established hotel cancellation policies. The third component introduces a treatment of distributive and procedural fairness violations as a moderator to observe the effects on consumer patronage for the same three hotel cancellation policies. The data were collected from 415 hotel guests staying in Central Florida hotels near the Orlando international airport using an experimental method which provided different written scenarios regarding hotel pricing and three different hotel cancellation policies. The data was then analyzed using Analysis of Variance (ANOVA) and Tukey's Post Hoc test to provide results that allowed the comparison of effects on each in terms of consumer patronage. The study results indicated that that price increases against established reference prices had a significant negative effect on consumer patronage whereas discounts of the same magnitude had a significant effect only in the middle range. Included smaller and large discounts did not have a significant effect on consumer patronage outside of the middle range. The study results also indicated that there was significant difference in consumer patronage between an Open cancellation policy and a 48 Hour Cancellation Policy. There is a significant difference in consumer patronage when a No Refund policy is compared against both the Open Cancellation Policy and the 48 Hour Cancellation Policy. The study results also show that a violation of either Distributive Fairness or Procedural Fairness has a significant negative effect on consumer patronage for both an Open Cancellation policy and 48 Hour Cancellation Policy. However, when Distributive Fairness or Procedural Fairness violations are introduced as a moderator, there is no significant effect on a No Refund Cancellation Policy.The study and its ensuing results are of importance to the academic community in that it provides additional scholarly support to both Prospect Theory and the theory of mental accounting and the roles that each plays in consumer behavior. From an industry practitioner perspective, the current results provide insight into hotel consumer's attitudes regarding rate increases/ discounts and the implementation of the three different hotel cancelation policies. The results can be utilized to provide justification and guidance in altering or establishing hotel cancellation policies that hotel consumers consider to be fair.
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Date Issued
2012
Identifier
CFE0004269, ucf:49508
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004269