Literature Review: Dining and Restaurant Context

Running head: DINING AND RESTAURANT CONTEXT
LITERATURE REVIEW: DINING AND RESTAURANT CONTEXT
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DINING AND RESTAURANT CONTEXT1
This literature review had been conducted on the topic “dining consumption in a
restaurant context” through the use of seven peer-reviewed articles. The seven articles selected
for the formulation of this literature review are the ones written by (1) Ma, Qu and Eliwa, (2)
Kim, Lee and Mattila, (3) Sujipinyo and Chaipoopirutana, (4) Michel, Velasco, Gatti and
Spence, (5) Hanks, Line and Kim, (6) Lim, Machado, Iglesias, Peng and Chen and (7) Jin, Line
and Merkebu.
Brief summary of the theory and discussion of progression in the field
The seven peer-reviewed articles selected for discussion in this paper discuss regarding
the concept of service quality and the manner in which it is inextricably tied up with the
construct of customer satisfaction. Ma, Qu and Eliwa (2014) are of the viewpoint that the as per
the service quality is important from the context of the different restaurants since it directly
affects the satisfaction of the customers regarding the services which are being offered by the
restaurants. On the other hand, Kim, Lee and Mattila (2014) have noted that the entity of
customer satisfaction greatly determines the loyalty or for that matter the decision of the
customers to visit a particular restaurant frequently. Adding to this, Sujipinyo and
Chaipoopirutana (2014) have stated that it is important for the restaurants to take into account the
aspects of customer satisfaction and loyalty since it greatly determines the amount of profit
earned by them.
Michel et al. (2014) have noted that one of the most important ways through which the
restaurants can enhance the service quality of the services which are being offered by them is
through the adequate usage of the process of artistic presentation of the food or the dishes offered
by them to the customers. More importantly, Lim et al. (2015) have noted that the restaurants in

DINING AND RESTAURANT CONTEXT2
order to earn the loyalty of the customers also need to offer adequate level of cuisine knowledge
to the customers which are being offered to them. Hanks, Line and Kim (2017) have suggested
that the restaurants for the effective attainment of this particular end need to take the help of the
process of interpersonal communication which in turn would enable them to offer adequate
product related information to the customers. Lastly, Jin, Line and Merkebu (2016) suggest that
the brand image or the prestige of the restaurants and also the manner in which the customers are
being treated inside the same also influence the satisfaction or for that matter the loyalty of the
customers.
The entity of service quality had undergone a substantial amount of transformation over
the years in the face of the ever-changing needs or for that matter the expectations of the
customers related to the services offered by the restaurants. For instance, in the earlier times it
was seen that the service quality denoted only the quality of the food offered by thee restaurants.
However, presently it had been seen that the entities of ambience, cuisine knowledge,
interpersonal communication and others are also being taken into account for the purpose of
improving the service quality of the services which are being offered by the restaurants.
Discussion of common themes
The seven peer-reviewed articles that had been selected by the researcher for the purpose
of undertaking this literature review all dwell on the theme of service quality. This as a matter of
fact is the common link between the seven articles selected by the researcher. For instance, the
articles highlight the manner in which the construct of service quality within the restaurant
setting had undergone transformation and also the reasons that had contributed towards this
transformation. More importantly, the articles also dwell on the manner in which the restaurants