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New insights into the measurement model of a new scale for evaluating restaurant service quality during major infectious disease outbreaks

Ya-Yuan Chang (Department of Hospitality Management, Ming Chuan University, Taoyuan City, Taiwan)
Ching-Chan Cheng (Department of Food and Beverage Management, Taipei University of Marine Technology, Taipei City, Taiwan)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 10 February 2022

Issue publication date: 4 April 2022

1256

Abstract

Purpose

Consumers prefer to choose restaurants that value hygiene and safety; therefore, appropriate epidemic prevention measures could restore 30% of lost customers and enhance a restaurant’s reputation during infectious disease outbreaks. Providing customers with safe epidemic prevention service quality is an important mission of the restaurant industry during an epidemic. This study aims to construct an epidemic prevention service quality scale for restaurants (REP-SERV scale).

Design/methodology/approach

The REP-SERV scale was constructed through internet big data analytics and qualitative and quantitative research procedures.

Findings

A total of 16 key service factors for restaurant epidemic prevention were extracted through internet big data analytics. The REP-SERV scale contained 28 items in six dimensions, including hygiene, empathy, flexible service, support service, personnel management and body temperature and seating arrangement.

Practical implications

The REP-SERV scale can help many restaurant operators clearly determine the deficiencies and risks of restaurant epidemic prevention services.

Originality/value

The findings can provide references to effectively measure and improve the epidemic prevention service quality in restaurants, thereby providing customers with a comfortable and safe dining environment.

Keywords

Acknowledgements

The authors thank the Ministry of Science and Technology of the Republic of China (Taiwan) (MOST 109-2410-H-130 -047 -MY2) for financial support.

Funding: Ministry of Science and Technology, Republic of China (Taiwan) (MOST 109-2410-H-130-047-MY2).

Citation

Chang, Y.-Y. and Cheng, C.-C. (2022), "New insights into the measurement model of a new scale for evaluating restaurant service quality during major infectious disease outbreaks", International Journal of Contemporary Hospitality Management, Vol. 34 No. 5, pp. 1629-1648. https://doi.org/10.1108/IJCHM-06-2021-0772

Publisher

:

Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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