Purpose – The purpose of this paper is to analyse variables that influence positive word‐of‐mouth (PWOM) in restaurants. Design/methodology/approach – An experiential survey was conducted in a restaurant, located in a busy area of London. It was divided into two phases to consumers, as...

Purpose – The purpose of this paper is to evaluate the usefulness of the TANGSERV (tangible quality) scale by examining the effect of tangible quality constructs on restaurant patrons' affect and behavioral intentions. Design/methodology/approach – A model was proposed based on the...

Purpose – The paper aims to examine the relationships among hedonic and utilitarian values, customer satisfaction and behavioral intentions in the fast‐casual restaurant industry. Design/methodology/approach – The measures were developed based on a thorough review of the previous...

Purpose – Eating out behaviors vary from one individual to another. However, there is no conceptually underpinned typology to explain this phenomenon effectively. This paper aims to develop a conceptually underpinned typology of eating out attitudes and to distinguish differences based on...

Purpose – Spas have become increasingly popular with consumers and have emerged as important profit centers for hotels. However, the uniqueness of this market has been largely overlooked in hospitality literature. The purpose of this paper is to fill the research gap by identifying different...

Purpose – This paper aims to investigate how the 18‐ to 30‐age group currently interacts with wine in a variety of settings. It seeks to establish how young adults in the UK currently perceive, use, purchase and consume wine. This is the next generation of UK wine consumers....

Purpose – This study aimed at investigating factors that contribute to increasing full‐service restaurant customers' behavioral intentions. Unlike previous research, this study integrated both affective and cognitive contributors to customer satisfaction and relationship quality in...

Purpose – The purpose of this study is to propose an integrated model that examines the impact of three elements of foodservice quality dimensions (physical environment, food, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions....

Purpose – This paper aims to investigate customers' perceptions of four service quality aspects – service environment, service delivery, game service, and food service – in the casino setting among Chinese players. Design/methodology/approach – The study examined the proposed model...

Purpose – The study aims to use netnography to investigate the role of customers' contributions in social networks for NSD purposes. Design/methodology/approach – The study adopted an exploratory case study methodology to conduct a content analysis of customers' contributions in a social...