The quality of fine-dining restaurant food is complex and presents information issues in customers’ quality evaluation, configuring this good as a luxury and cultural good. We investigate how different types of information available in the market influence non-expert customers’ quest for...

The purpose of this study is to determine restaurant service quality. The aims are to: assess customers' expectations and perceptions, establish the significance of difference between perceived and expected service quality, identify the number of dimensions for expectations and perceptions...

Although extensive academic research has examined the dynamics of interpersonal interactions between service providers and customers, much less research has investigated customer service encounters through technological interfaces such as the Web in electronic commerce transactions. Corporate...

Purpose - The objective of this study was to investigate the impact of service quality dimensions on brand reputation and brand trust in Iran's Saderat Bank. Design/methodology/approach: The present study is applied in terms of objective and results of study and correlational type of...

Purpose – The aim of this study is to provide new insights into the factors that influence cancellation behaviour with respect to hotel bookings. The data is based on individual bookings drawn from a hotel reservation system database comprising nine hotels.Approach – The determinants of...

This paper incorporates applied econometrics, causal machine learning and theories of reference-dependent preferences to test whether consuming in a restaurant on special occasions, such as one's birthday, anniversary, graduation, etc., would raise one's expectations of the restaurant and would...

Collaborating with Yelp and the City of San Francisco, we revisit a canonical example of quality disclosure by evaluating and helping to redesign the posting of restaurant hygiene scores on Yelp.com. We implement a two-stage intervention that separately identifies consumer response to...