Consumers' concern about food safety, sanitation, and health has increased since food-borne ... more Consumers' concern about food safety, sanitation, and health has increased since food-borne illnesses still frequently occur in the US. This article explored consumers' perceptions, emotions, and behavioral intention about the sanitation of the physical environment in three different restaurant settings, casual dining, quickservice, and fine dining restaurants. Disgust was the most strongly felt negative emotion, but no significant differences were found for negative emotional reactions to dirty conditions among the three types of restaurants. Positive emotional reactions were significantly different among the restaurant types. Behavioral intention was also significantly different among the three restaurant types as a reaction to dirty food. The findings help restaurant owners and managers understand how consumers feel and react to "dirty" food, service staff, or dining room tables in casual, quick-service and fine dining restaurant.
The purposes of this study are 1) to develop and test a valid and reliable measurement to assess ... more The purposes of this study are 1) to develop and test a valid and reliable measurement to assess the four dimensions (food quality, service excellence, aesthetics, and playfulness) of perceived attributes of Japanese restaurants, and 2) to explore how these perceived attributes differently contribute to attitude, satisfaction and popularity of Japanese restaurants, depending on each customer segment. The outcome of this study is expected to help operators understand the specific perceived attributes of restaurants in different customer segments, so that specific marketing strategies can be developed for each customer segment.
Consumers’ concern about food safety, sanitation, and health has increased since food-borne illne... more Consumers’ concern about food safety, sanitation, and health has increased since food-borne illnesses still frequently occur in the US. This article explored consumers’ perceptions, emotions, and behavioral intention about the sanitation of the physical environment in three different restaurant settings, casual dining, quickservice, and fine dining restaurants. Disgust was the most strongly felt negative emotion, but no significant differences were found for negative emotional reactions to dirty conditions among the three types of restaurants. Positive emotional reactions were significantly different among the restaurant types. Behavioral intention was also significantly different among the three restaurant types as a reaction to dirty food. The findings help restaurant owners and managers understand how consumers feel and react to “dirty” food, service staff, or dining room tables in casual, quick-service and fine dining restaurant.
Purpose: This study aims to empirically assess restaurant surfaces’ cleanliness and compare them ... more Purpose: This study aims to empirically assess restaurant surfaces’ cleanliness and compare them to customers’ perceptions about the cleanliness of surfaces when dining in a restaurant Design/methodology/approach: This study used two methods to collect data The first was a survey method to gauge customers’ perceptions and an empirical test to measure cleanliness using an adenosine triphosphate (ATP) meter Two data sets were collected to compare customers’ perceptions and actual cleanliness measurements One data set surveyed respondents as to their perceptions of high- and low-touch restaurant surfaces among 19 areas of the dining room and 15 surfaces from the restroom, and their perceived cleanliness or dirtiness of those same surfaces The second one conducted empirical measurements of the cleanliness of these surfaces using an ATP meter, which were then compared to customers’ perceptions Findings: Although all surfaces had higher ATP readings than a 30 relative light units’ thresho...
International Journal of Environmental Research and Public Health
A comprehensive review of the literature on service creativity revealed the necessity to expand t... more A comprehensive review of the literature on service creativity revealed the necessity to expand the line of creativity-based research in the service-driven industry. It also called for the creation of a survey instrument that entails high-quality interpersonal relationships, psychological safety, and learning from failures, by including two creativity-related constructs, namely, creative self-efficacy and employees’ creative work involvement to the model. The current study aimed; (a) to assess the validity and reliability of measurement models; and (b) to empirically examine the integrated proposed model consisting of salient constructs. A convenience sample of 341 airline employees responded to a self-report questionnaire that was developed using the steps of researchers’ in a comprehensive literature review and refined based on the feedback provided by a panel of five professionals who had worked in airline firms. The resultant data were subjected to exploratory factor analysis (E...
International Journal of Contemporary Hospitality Management
Purpose This study aims to strengthen implications about hotel cleaning outcomes by comparing gue... more Purpose This study aims to strengthen implications about hotel cleaning outcomes by comparing guests’ perception of the amount of contact they have with cleanliness of hotel surfaces. Design/methodology/approach This study used two data-collection methods, a survey and an adenosine triphosphate (ATP) test. Data were collected from recent hotel guests using Amazon Mechanical Turk. Guests were asked to identify hotel surfaces that they touch most frequently. Actual hotel cleanliness was measured using empirical data collected with ATP meters. The two data sets were used to compare guests’ perceptions about the amount of contact they have with actual cleanliness measurements of those hotel surfaces. Findings This study found that amount of guest contact was related to cleanliness of surfaces in guestrooms. Significant differences were found in guest perception between high- and low-touch areas and between guestrooms and hotel public areas. More high-touch areas and higher ATP readings ...
ABSTRACT This study investigated restaurants’ response to the aging population’s preferences. Gap... more ABSTRACT This study investigated restaurants’ response to the aging population’s preferences. Gaps between previously identified preferences and current restaurant design were examined. The observational survey assessed: parking and outside accessibility, comfort and inside accessibility, menu readability, and restrooms. Occasional gaps were found even though restaurants were generally well-designed. Casual dining restaurants were more likely to meet consumer preferences as to the exterior, seating, and service. Limited-service restaurants better met preferences for the bathrooms, lighting, and sound. This information may be helpful when building or remodeling restaurants and may help restaurants to attract older customers.
ABSTRACT Sanitation is one of the most important factors for consumers when they consider where t... more ABSTRACT Sanitation is one of the most important factors for consumers when they consider where to eat. Little research has been conducted on the emotional responses that consumers have to sanitation conditions. This study determined that five sanitation dimensions (food handling, dining room experience, exterior, restrooms, and employees) and five positive and negative emotions are relevant to consumers’ sanitation reactions. Results identified the most important sanitation dimension in full-service restaurants and showed that consumers use tangible sanitation conditions (restrooms and employees) in their perceptions of sanitation in full-service restaurants. Theoretical and practical implications are also discussed.
Consumer-generated restaurant review sites offer a wealth of information about dining options. Th... more Consumer-generated restaurant review sites offer a wealth of information about dining options. These sites are based on consumers' experiences; therefore, it is useful to assess the relevance between restaurant review (for food quality) and retail food facilities (RFFs) inspection results (for sanitation) from health departments. This study analyzed New York City restaurant ratings on Yelp.com to determine if there was a relationship to RFFs' violation scores for those same facilities found on the New York City Department of Health and Mental Hygiene web pages. In addition, we assessed differences between RFFs defined on Yelp as quick service versus full service, and chains versus nonchains. Yelp ratings were found to be correlated only with sanitation in chain RFFs.
Consumers' concern about food safety, sanitation, and health has increased since food-borne ... more Consumers' concern about food safety, sanitation, and health has increased since food-borne illnesses still frequently occur in the US. This article explored consumers' perceptions, emotions, and behavioral intention about the sanitation of the physical environment in three different restaurant settings, casual dining, quickservice, and fine dining restaurants. Disgust was the most strongly felt negative emotion, but no significant differences were found for negative emotional reactions to dirty conditions among the three types of restaurants. Positive emotional reactions were significantly different among the restaurant types. Behavioral intention was also significantly different among the three restaurant types as a reaction to dirty food. The findings help restaurant owners and managers understand how consumers feel and react to "dirty" food, service staff, or dining room tables in casual, quick-service and fine dining restaurant.
The purposes of this study are 1) to develop and test a valid and reliable measurement to assess ... more The purposes of this study are 1) to develop and test a valid and reliable measurement to assess the four dimensions (food quality, service excellence, aesthetics, and playfulness) of perceived attributes of Japanese restaurants, and 2) to explore how these perceived attributes differently contribute to attitude, satisfaction and popularity of Japanese restaurants, depending on each customer segment. The outcome of this study is expected to help operators understand the specific perceived attributes of restaurants in different customer segments, so that specific marketing strategies can be developed for each customer segment.
Consumers’ concern about food safety, sanitation, and health has increased since food-borne illne... more Consumers’ concern about food safety, sanitation, and health has increased since food-borne illnesses still frequently occur in the US. This article explored consumers’ perceptions, emotions, and behavioral intention about the sanitation of the physical environment in three different restaurant settings, casual dining, quickservice, and fine dining restaurants. Disgust was the most strongly felt negative emotion, but no significant differences were found for negative emotional reactions to dirty conditions among the three types of restaurants. Positive emotional reactions were significantly different among the restaurant types. Behavioral intention was also significantly different among the three restaurant types as a reaction to dirty food. The findings help restaurant owners and managers understand how consumers feel and react to “dirty” food, service staff, or dining room tables in casual, quick-service and fine dining restaurant.
Purpose: This study aims to empirically assess restaurant surfaces’ cleanliness and compare them ... more Purpose: This study aims to empirically assess restaurant surfaces’ cleanliness and compare them to customers’ perceptions about the cleanliness of surfaces when dining in a restaurant Design/methodology/approach: This study used two methods to collect data The first was a survey method to gauge customers’ perceptions and an empirical test to measure cleanliness using an adenosine triphosphate (ATP) meter Two data sets were collected to compare customers’ perceptions and actual cleanliness measurements One data set surveyed respondents as to their perceptions of high- and low-touch restaurant surfaces among 19 areas of the dining room and 15 surfaces from the restroom, and their perceived cleanliness or dirtiness of those same surfaces The second one conducted empirical measurements of the cleanliness of these surfaces using an ATP meter, which were then compared to customers’ perceptions Findings: Although all surfaces had higher ATP readings than a 30 relative light units’ thresho...
International Journal of Environmental Research and Public Health
A comprehensive review of the literature on service creativity revealed the necessity to expand t... more A comprehensive review of the literature on service creativity revealed the necessity to expand the line of creativity-based research in the service-driven industry. It also called for the creation of a survey instrument that entails high-quality interpersonal relationships, psychological safety, and learning from failures, by including two creativity-related constructs, namely, creative self-efficacy and employees’ creative work involvement to the model. The current study aimed; (a) to assess the validity and reliability of measurement models; and (b) to empirically examine the integrated proposed model consisting of salient constructs. A convenience sample of 341 airline employees responded to a self-report questionnaire that was developed using the steps of researchers’ in a comprehensive literature review and refined based on the feedback provided by a panel of five professionals who had worked in airline firms. The resultant data were subjected to exploratory factor analysis (E...
International Journal of Contemporary Hospitality Management
Purpose This study aims to strengthen implications about hotel cleaning outcomes by comparing gue... more Purpose This study aims to strengthen implications about hotel cleaning outcomes by comparing guests’ perception of the amount of contact they have with cleanliness of hotel surfaces. Design/methodology/approach This study used two data-collection methods, a survey and an adenosine triphosphate (ATP) test. Data were collected from recent hotel guests using Amazon Mechanical Turk. Guests were asked to identify hotel surfaces that they touch most frequently. Actual hotel cleanliness was measured using empirical data collected with ATP meters. The two data sets were used to compare guests’ perceptions about the amount of contact they have with actual cleanliness measurements of those hotel surfaces. Findings This study found that amount of guest contact was related to cleanliness of surfaces in guestrooms. Significant differences were found in guest perception between high- and low-touch areas and between guestrooms and hotel public areas. More high-touch areas and higher ATP readings ...
ABSTRACT This study investigated restaurants’ response to the aging population’s preferences. Gap... more ABSTRACT This study investigated restaurants’ response to the aging population’s preferences. Gaps between previously identified preferences and current restaurant design were examined. The observational survey assessed: parking and outside accessibility, comfort and inside accessibility, menu readability, and restrooms. Occasional gaps were found even though restaurants were generally well-designed. Casual dining restaurants were more likely to meet consumer preferences as to the exterior, seating, and service. Limited-service restaurants better met preferences for the bathrooms, lighting, and sound. This information may be helpful when building or remodeling restaurants and may help restaurants to attract older customers.
ABSTRACT Sanitation is one of the most important factors for consumers when they consider where t... more ABSTRACT Sanitation is one of the most important factors for consumers when they consider where to eat. Little research has been conducted on the emotional responses that consumers have to sanitation conditions. This study determined that five sanitation dimensions (food handling, dining room experience, exterior, restrooms, and employees) and five positive and negative emotions are relevant to consumers’ sanitation reactions. Results identified the most important sanitation dimension in full-service restaurants and showed that consumers use tangible sanitation conditions (restrooms and employees) in their perceptions of sanitation in full-service restaurants. Theoretical and practical implications are also discussed.
Consumer-generated restaurant review sites offer a wealth of information about dining options. Th... more Consumer-generated restaurant review sites offer a wealth of information about dining options. These sites are based on consumers' experiences; therefore, it is useful to assess the relevance between restaurant review (for food quality) and retail food facilities (RFFs) inspection results (for sanitation) from health departments. This study analyzed New York City restaurant ratings on Yelp.com to determine if there was a relationship to RFFs' violation scores for those same facilities found on the New York City Department of Health and Mental Hygiene web pages. In addition, we assessed differences between RFFs defined on Yelp as quick service versus full service, and chains versus nonchains. Yelp ratings were found to be correlated only with sanitation in chain RFFs.
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Papers by Haeik Park