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 FNS  Vol.5 No.2 , January 2014
Foodservice Quality: Identifying Perception Indicators of Foodservice Quality for Hospitality Students
Abstract: This study uses an expert perspective to identify indicators of foodservice quality as perceived by hospitality students. A 3-round modified Delphi method and an expert panel comprising culinary arts instructors, master chefs with >10 years of experience, and senior foodservice industry executive managers were used to define and identify these indicators. The developed foodservice quality framework includes 2 categories, the product and customer, which comprise 57 indicators in 6 dimensions. The results of this study provide a clear direction for further studies and applications for hospitality professionals, educators, and students.
Cite this paper: W. Ko and L. Su, "Foodservice Quality: Identifying Perception Indicators of Foodservice Quality for Hospitality Students," Food and Nutrition Sciences, Vol. 5 No. 2, 2014, pp. 132-137. doi: 10.4236/fns.2014.52017.
References

[1]   J. M. Sulek and R. L. Hensley, “The Relative Importance of Food, Atmosphere, and Fairness of Wait,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 45, No. 3, 2004, pp. 235-247.
http://dx.doi.org/10.1177/0010880404265345

[2]   Y. Namkung and S. Jang, “Does Food Quality Really Matter in Restaurant: Its Impact of Customer Satisfaction and Behavioral Intentions?” Journal of Hospitality and Tourism Research, Vol. 31, No. 3, 2007, pp. 387-410.
http://dx.doi.org/10.1177/0010880404265345

[3]   J. R. Olsen, H. Harmsen and A. Friis, “Linking Quality Goals and Product Development Competences,” Food Quality and Preference, Vol. 19, No. 1, 2008, pp. 33-42.
http://dx.doi.org/10.1016/j.foodqual.2007.06.002

[4]   H. L. Meiselman, “Dimensions of the Meal,” Journal of Foodservice, Vol. 19, No. 1, 2008, pp. 13-21.
http://dx.doi.org/10.1111/j.1745-4506.2008.00076.x

[5]   S. Sanderson and M. Uzumeri, “Managing Product Families: The Case of the Sony Walkman,” Research Policy, Vol. 24, No. 6, 1995, pp. 762-782.

[6]   C. Y. Baldwin and K. B. Clark, “Managing in an Age of Modularity,” Harvard Business Review, Vol. 75, No. 5, 1997, pp. 84-93.

[7]   D. Aggelogiannopoulos, E. H. Drosinos and P. Athanasopoulos, “Implementation of a Quality Management System (QMS) According to the ISO 9000 Family in a Greek Small-Sized Winery: A Case Study,” Food Control, Vol. 18, No. 9, 2007, pp. 1077-1085.
http://dx.doi.org/10.1016/j.foodcont.2006.07.010

[8]   M. Jevsnik, V. Hlebec and P. Raspor, “Consumers’ Awareness of Food Safety from Shopping to Eating,” Food Control, Vol. 17, 2008, pp. 737-745.
http://dx.doi.org/10.1016/j.foodcont.2007.07.017

[9]   C. W. Barrow and R. H. Bosselman, “Hospitality Management Education,” The Haworth Hospitality Press, 1999.

[10]   C. C. Teng, “The Effects of Personality Traits and Attitudes on Student Uptake in Hospitality Employment Student Uptake in Hospitality Employment,” International Journal of Hospitality Management, Vol. 27, No. 1, 2008, pp. 76-86. http://dx.doi.org/10.1016/j.ijhm.2007.07.007

[11]   J. S. Horng, “Curriculum Analysis of Foods and Beverage management in Technological and Vocational Education,” Asia Pacific Journal of Tourism Research, Vol. 9, No. 2, 2004, pp. 107-119.
http://dx.doi.org/10.1080/1094166042000233676

[12]   A. L. Delbecq, A. H. Van de Ven and D. H. Gustafson, “Group Techniques for Program Planning: A Guide to Nominal Group and Delphi Processes,” Scott, Foresman, Glenview, 1975.

[13]   V. Fahety, “Continuing Social Work Education: Result of Delphi Survey,” Journal of Education for Social Work, Vol. 15, No. 1, 1979, pp. 12-19.
http://dx.doi.org/10.1080/00220612.1979.10671539

[14]   M. C. Holden and J. F. Wedman, “Future Issues of Computer-Mediated Communication: The Results of a Delphi Study,” Educational Technology, Research and Development, Vol. 41, No. 4, 1993, pp. 5-24.
http://dx.doi.org/10.1007/BF02297509

[15]   K. H. Chen and D. H. Huang, “Devising Evaluation Indicators for Taiwanese Cultural Cuisine Restaurant Rating,” Journal of Hospitality and Home Economics, Vol. 7, No. 3, 2010, pp. 235-259.

[16]   D. J. MacLaurin and T. L. MacLaurin, “Customer Perceptions of Singapore’s Theme Restaurants,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 41, No. 3, 2000, pp. 75-85.

[17]   K. Ryu, H. Han and T. H. Kim, “The Relationships among Overall Quick-Casual Restaurant Image, Perceived Value, Customer Satisfaction, and Behavioral Intentions,” International Journal of Hospitality Management, Vol. 27, 2008, pp. 459-469.

[18]   R. Weiss, A. H. Feinstein and M. Dalbor, “Customer Satisfaction of Theme Restaurant Attributes and Their Influence on Return Intent,” Journal of Foodservice Business Research, Vol. 7, No. 1, 2004, pp. 23-41.
http://dx.doi.org/10.1300/J369v07n01_03

[19]   Y. Liu and S. Jang, “Perceptions of Chinese Restaurants in the US: What Affects Customer Satisfaction and Behavioral Intentions?” International Journal of Hospitality Management, Vol. 28, No. 3, 2009, pp. 338-348.
http://dx.doi.org/10.1016/j.ijhm.2008.10.008

[20]   J. Kivela, R. Inbakaran and R. Reece, “Consumer Research in the Restaurant Environment, Part 1: A Conceptual Model of Dining Satisfaction and Return Patronage,” International Journal of Contemporary Hospitality Management, Vol. 11, No. 5, 1999, pp. 205-222.
http://dx.doi.org/10.1108/09596119910272739

[21]   Y. Liu and S. Jang, “The Effects of Dining Atmospherics: An Extended Mehrabian-Russell Model,” International Journal of Hospitality Management, Vol. 8, No. 4, 2009, pp. 494-503.
http://dx.doi.org/10.1016/j.ijhm.2009.01.002

[22]   J. M. Sulek and R. L. Hensley, “The Relative Importance of Food, Atmosphere, and Fairness of Wait,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 45, No. 3, 2004, pp. 235-247.
http://dx.doi.org/10.1177/0010880404265345

[23]   Y. Namkung and S. Jang, “Does Food Quality Really Matter in Restaurant: Its Impact of Customer Satisfaction and Behavioral Intentions?” Journal of Hospitality and Tourism Research, Vol. 31, No. 3, 2007, pp. 387-410.
http://dx.doi.org/10.1177/0010880404265345

[24]   J. R. Olsen, H. Harmsen and A. Friis, “Linking Quality Goals and Product Development Competences,” Food Quality and Preference, Vol. 19, No. 1, 2008, pp. 33-42.
http://dx.doi.org/10.1016/j.foodqual.2007.06.002

[25]   H. L. Meiselman, “Dimensions of the Meal,” Journal of Foodservice, Vol. 19, No. 1, 2008, pp. 13-21.
http://dx.doi.org/10.1111/j.1745-4506.2008.00076.x

[26]   S. Sanderson and M. Uzumeri, “Managing Product Families: The Case of the Sony Walkman,” Research Policy, Vol. 24, No. 6, 1995, pp. 762-782.

[27]   C. Y. Baldwin and K. B. Clark, “Managing in an Age of Modularity,” Harvard Business Review, Vol. 75, No. 5, 1997, pp. 84-93.

[28]   D. Aggelogiannopoulos, E. H. Drosinos and P. Athanasopoulos, “Implementation of a Quality Management System (QMS) According to the ISO 9000 Family in a Greek Small-Sized Winery: A Case Study,” Food Control, Vol. 18, No. 9, 2007, pp. 1077-1085.
http://dx.doi.org/10.1016/j.foodcont.2006.07.010

[29]   M. Jevsnik, V. Hlebec and P. Raspor, “Consumers’ Awareness of Food Safety from Shopping to Eating,” Food Control, Vol. 17, 2008, pp. 737-745.
http://dx.doi.org/10.1016/j.foodcont.2007.07.017

[30]   C. W. Barrow and R. H. Bosselman, “Hospitality Management Education,” The Haworth Hospitality Press, 1999.

[31]   C. C. Teng, “The Effects of Personality Traits and Attitudes on Student Uptake in Hospitality Employment Student Uptake in Hospitality Employment,” International Journal of Hospitality Management, Vol. 27, No. 1, 2008, pp. 76-86. http://dx.doi.org/10.1016/j.ijhm.2007.07.007

[32]   J. S. Horng, “Curriculum Analysis of Foods and Beverage management in Technological and Vocational Education,” Asia Pacific Journal of Tourism Research, Vol. 9, No. 2, 2004, pp. 107-119.
http://dx.doi.org/10.1080/1094166042000233676

[33]   A. L. Delbecq, A. H. Van de Ven and D. H. Gustafson, “Group Techniques for Program Planning: A Guide to Nominal Group and Delphi Processes,” Scott, Foresman, Glenview, 1975.

[34]   V. Fahety, “Continuing Social Work Education: Result of Delphi Survey,” Journal of Education for Social Work, Vol. 15, No. 1, 1979, pp. 12-19.
http://dx.doi.org/10.1080/00220612.1979.10671539

[35]   M. C. Holden and J. F. Wedman, “Future Issues of Computer-Mediated Communication: The Results of a Delphi Study,” Educational Technology, Research and Development, Vol. 41, No. 4, 1993, pp. 5-24.
http://dx.doi.org/10.1007/BF02297509

[36]   K. H. Chen and D. H. Huang, “Devising Evaluation Indicators for Taiwanese Cultural Cuisine Restaurant Rating,” Journal of Hospitality and Home Economics, Vol. 7, No. 3, 2010, pp. 235-259.

[37]   D. J. MacLaurin and T. L. MacLaurin, “Customer Perceptions of Singapore’s Theme Restaurants,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 41, No. 3, 2000, pp. 75-85.

[38]   K. Ryu, H. Han and T. H. Kim, “The Relationships among Overall Quick-Casual Restaurant Image, Perceived Value, Customer Satisfaction, and Behavioral Intentions,” International Journal of Hospitality Management, Vol. 27, 2008, pp. 459-469.

[39]   R. Weiss, A. H. Feinstein and M. Dalbor, “Customer Satisfaction of Theme Restaurant Attributes and Their Influence on Return Intent,” Journal of Foodservice Business Research, Vol. 7, No. 1, 2004, pp. 23-41.
http://dx.doi.org/10.1300/J369v07n01_03

[40]   Y. Liu and S. Jang, “Perceptions of Chinese Restaurants in the US: What Affects Customer Satisfaction and Behavioral Intentions?” International Journal of Hospitality Management, Vol. 28, No. 3, 2009, pp. 338-348.
http://dx.doi.org/10.1016/j.ijhm.2008.10.008

[41]   J. Kivela, R. Inbakaran and R. Reece, “Consumer Research in the Restaurant Environment, Part 1: A Conceptual Model of Dining Satisfaction and Return Patronage,” International Journal of Contemporary Hospitality Management, Vol. 11, No. 5, 1999, pp. 205-222.
http://dx.doi.org/10.1108/09596119910272739

[42]   Y. Liu and S. Jang, “The Effects of Dining Atmospherics: An Extended Mehrabian-Russell Model,” International Journal of Hospitality Management, Vol. 8, No. 4, 2009, pp. 494-503.
http://dx.doi.org/10.1016/j.ijhm.2009.01.002

 
 
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