10.1177/0010880407304020Cornell Hotel and Restaurant Administration Quarterly483231-244CHRQ

Anna S. Mattila

Bhatia, P.

Bolton, R.N.

Breffni M. Noone

Davis, M.M.

Dubé-Rioux, L.

Hanks, R.D.

Higgins, M.

Jochen Wirtz

Katz, K.L.

Kimes, S.E.

New-Fielding, S.

Sheryl E. Kimes

Sheu, C.

Szuchman, P.

Westbrook, R.A.

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The Effect of Meal Pace on Customer Satisfaction

Restaurant operators who seek to increase table turns during peak periods may want to speed up the meal\u27s pace. However, excessive speed may make customers feel rushed. A survey of 218 respondents found that too fast a pace does affect customer satisfaction with the meal experience, with fine-dining customers more sensitive to pacing issues than customers in casual or upscale casual restaurants. Regardless of restaurant type, too fast a pace during the meal itself diminishes customer satisfaction, but speed during check settlement is often appreciated. The effects on customer satisfaction of the pace of welcome, seating, and taking drink orders depend partly on the type of restaurant and on the meal type. Guests at fine-dining restaurants do not want these preprocess events to be rushed. Additionally, a faster pace during these preprocess events at dinner diminished satisfaction ratings as compared to lunch

Noone, Breffni M.

Kimes, Sheryl E.

Mattila, Anna S.

Wirtz, Jochen

School of Hotel Administration, Cornell University

Restaurant operators who seek to increase table turns during peak periods may want to speed up the meal's pace. However, excessive speed may make customers feel rushed. A survey of 218 respondents found that too fast a pace does affect customer satisfaction with the meal experience, with fine-dining customers more sensitive to pacing issues than customers in casual or upscale casual restaurants. Regardless of restaurant type, too fast a pace during the meal itself diminishes customer satisfaction, but speed during check settlement is often appreciated. The effects on customer satisfaction of the pace of welcome, seating, and taking drink orders depend partly on the type of restaurant and on the meal type. Guests at fine-dining restaurants do not want these preprocess events to be rushed. Additionally, a faster pace during these preprocess events at dinner diminished satisfaction ratings as compared to lunch.Kimes16_The_Effect_of_Meal_Pace_on_Customer_Satisfaction.pdf: 1328 downloads, before Aug. 1, 2020

eCommons (Cornell Univ.)

The effect of meal pace on customer satisfaction

The effect of meal pace on customer satisfaction

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School of Hotel Administration, Cornell University

eCommons (Cornell Univ.)