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Effects of third-party certification on patrons' service quality evaluation in the luxury-restaurant industry

Title
Effects of third-party certification on patrons' service quality evaluation in the luxury-restaurant industry
Author
현성협
Keywords
Service quality; Food quality; Attention to social comparison information (ATSCI); Education level; Luxury restaurant; Third-party certification
Issue Date
2017-06
Publisher
EMERALD GROUP PUBLISHING LTD
Citation
BRITISH FOOD JOURNAL, v. 119, no. 4, page. 771-789
Abstract
Purpose - The purpose of this paper is to incorporate third-party certification to test a theoretical model that demonstrates the effects of third-party certification on perceived food quality, perceived service quality, and trust and the effects of these factors on word of mouth (WOM) intentions in the context of luxury restaurants. It also investigates the moderating roles of attention to social comparison information (ATSCI) and the education level.Design/methodology/approach - An online survey sent to customers who are patronizing luxury restaurants in the US 317 empirical data analysis was conducted using structural equation modeling.Findings - Third-party certification facilitated patrons' positive evaluation of food and service quality. In addition, this positive evaluation fostered trust in the restaurant. Finally, ATSCI and the education level had significant moderating effects on the relationship between third-party certification and patrons' trust in the restaurant.Originality/value - This study proposes risk-reducing effect of third-party certification on the luxury-restaurant business. Third-party certification is employed as a mechanism for communicating restaurant quality in food and service to patrons. Both stakeholders and patrons in the restaurant industry can obtain benefits from the third-party certification because it minimizes uncertainties and information asymmetries in luxury restaurants' quality and service, and thus generating likelihood of WOM intentions.
URI
https://www.emerald.com/insight/content/doi/10.1108/BFJ-06-2016-0272/full/htmlhttp://repository.hanyang.ac.kr/handle/20.500.11754/114668
ISSN
0007-070X; 1758-4108
DOI
10.1108/BFJ-06-2016-0272
Appears in Collections:
COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > TOURISM(관광학부) > Articles
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