Systematic Literature Review on Dining Consumption in a Restaurant Context

This paper presents a systematic literature review on dining consumption in a restaurant context. It analyzes seven peer-reviewed articles that focus on the importance of customer satisfaction, service quality, and loyalty in restaurants. The articles discuss various factors that influence customer satisfaction, such as food quality, ambience, and emotional appeal. The limitations of the articles and future research directions are also discussed.

Running head: SYSTEMATIC LITERATURE REVIEW
SYSTEMATIC LITERATURE REVIEW
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The main aim of this paper is to undertake a systematic literature of seven peer-reviewed
articles which are related to the topic of “Dining Consumption in a Restaurant Context”. The
researcher had taken the help of seven articles for conducting this systematic literature review,
namely, (1) Michel, Velasco, Gatti and Spence, (2) Hwang and Ok, (3) Jin, Goh, Huffman and
Yuan, (4) Jin, Line and Ann, (5) Chen, Peng and Hung, (6) Miao and Mattila and (7) Petzer and
Mackay.
Brief summary of the theory and progression in the field
A common aspect among all the seven peer-reviewed articles that had been selected for
analysis in this paper is the fact that they stress on the importance of the concept of customer
satisfaction. For example, Jin et al. (2015) have noted that the concept of customer satisfaction
can be defined as the measure or for that matter the degree to which the food or the other
services offered by the restaurants surpass or exceed the expectations of the customers. Michel et
al. (2014) and Hwang and Ok (2013) agree on the idea that the aspect of customer satisfaction is
important from the perspective of the different restaurants since it greatly determines the loyalty
of the customers and also the fact whether the customers would be visiting again the concerned
restaurant or not. In addition to these, Jin, Line and Ann (2015) the entity of customer loyalty or
for that matter their repeat visits to the restaurants is important since directly influences the
revenue or the profitability of the restaurants the enhancement of which is the main concern of
the different restaurants in the present times.
Chen, Peng and Hung (2015) have noted that there are various ways through which the
restaurants can enhance the satisfaction of their customers related to the services which are being
offered by them like the improved of the food quality, banking on the emotions of the customers

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through the creation of adequate ambience or environment and others. On the other hand, Petzer
and Mackay (2014) are of the viewpoint that two of the most important factors which influence
the satisfaction or the loyalty towards the services offered by the restaurants are the service
quality and the ambience within the restaurants. Lastly, Miao and Mattila (2013) have articulated
the need to capitalize on the impulsive behavior of the customers for the purpose of earning their
satisfaction or loyalty.
In this relation, it needs to be said that the concept of customer satisfaction had
undergone a substantial amount of transformation over the years in the face of the importance or
for that matter the prominence that it holds within the framework of the services or the growth
prospects of the restaurants. For instance, in the earlier times it was seen that the restaurants for
the purpose of earning the satisfaction of the customers relied on the quality of the food or dishes
that it offered or the variety of cuisines that they offered to the customers. However, in the
present times it had been seen that the restaurants for the purpose of earning the satisfaction or
the loyalty of the customers are focusing on other aspects like ambience, sitting arrangements
within the restaurants and others along with the nature or the quality of food that they offer to the
customers. This in turn in a succinct manner highlights the transformation or for that matter the
progression that had taken place within the framework of the concept of customer satisfaction.
Common themes
Customer satisfaction is the common theme among all the seven peer-reviewed articles
that had been selected for analysis in this paper. In this relation, it needs to be said that all the
articles discuss regarding the importance of the concept of customer satisfaction and also the
benefits that the effective usage of the same provides to the different restaurants. Furthermore, it

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is seen that all the articles discuss the importance of the construct of service quality of the
services offered by the restaurants and also the quality or the cuisines and also the different
varieties of cuisines which are being offered by the restaurants. These two in brief are the two
most important themes which the seven articles that had been selected for analysis in this paper.
Different themes
It is pertinent to note that although all the seven articles stress on the theme of customer
satisfaction yet at the same time it is seen that they articulate different measures which the
restaurants can use for the attainment of this end. For instance, Jin et al. (2015) stress that the
restaurants need to innovate the services offered by them for the purpose of attaining or earning
customer satisfaction. On the other hand, Michel et al. (2014), Jin, Line and Ann (2015) and
Hwang and Ok (2013) focus on the aspect of service quality of the services offered by the
restaurants for the purpose of earning the loyalty or the satisfaction of the customers.
Furthermore, Miao and Mattila (2013) have noted that the restaurants need to effectively cater to
the impulse behavior or wishes of the customers for the purpose of earning their satisfaction.
Petzer and Mackay (2014) emphasize the importance of ambience whereas Chen, Peng and Hung
(2015) emphasize on the importance of banking on the emotions of the customers.
Study limitations
The major limitation of the articles of Jin, Line and Ann (2015) and Miao and Mattila
(2013) is the fact that the article merely relies on the research strategy of survey for the
collection of the required data needed for the completion of the study. On the other hand, the
articles of Chen, Peng and Hung (2015) and Petzer and Mackay (2014) mainly rely on the
construct of interview for the collection of the data and no surveys were conducted for the

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collection of the same. The major limitation of the articles Michel et al. (2014) and Hwang and
Ok (2013) is the fact that the articles take into account only the aspect of service quality as the
major factor which influence the customer satisfaction while completely disregarding the other
factors. Lastly, the major limitation of the article Jin et al. (2015) is the fact that the author make
focus on the factor of innovation as the major factor which affect the entity of customer
satisfaction and completely disregard the other important factors which affect the same.
Future research directions proposed in the articles
In future, Jin, Line and Ann (2015) and Miao and Mattila (2013) have the opportunity to
extent the scope of their article through the usage of interviews to enhance the credibility of their
articles. On the other hand, Michel et al. (2014), Jin et al. (2015) and Hwang and Ok (2013) have
the opportunity to extent the scope of their articles by taking into all the factors which affect the
entity of customer satisfaction. Lastly, Chen, Peng and Hung (2015) and Petzer and Mackay
(2014) have the opportunity to enhance the scope of their articles by taking the help of the
research strategy of survey.

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References
Chen, A., Peng, N. and Hung, K.P., 2015. The effects of luxury restaurant environments on
diners’ emotions and loyalty: incorporating diner expectations into an extended Mehrabian-
Russell model. International Journal of Contemporary Hospitality Management, 27(2), pp.236-
260.
Hwang, J. and Ok, C., 2013. The antecedents and consequence of consumer attitudes toward
restaurant brands: A comparative study between casual and fine dining restaurants. International
Journal of Hospitality Management, 32, pp.121-131.
Jin, N., Goh, B., Huffman, L. and Yuan, J.J., 2015. Predictors and outcomes of perceived image
of restaurant innovativeness in fine-dining restaurants. Journal of Hospitality Marketing &
Management, 24(5), pp.457-485.
Jin, N., Line, N.D. and Ann, S.H., 2015. The full-service dining experience: An assessment of
the generation-specific determinants of customer loyalty. Journal of Foodservice Business
Research, 18(4), pp.307-327.
Miao, L. and Mattila, A.S., 2013. Impulse buying in restaurant food consumption. Journal of
foodservice business research, 16(5), pp.448-467.
Michel, C., Velasco, C., Gatti, E. and Spence, C., 2014. A taste of Kandinsky: assessing the
influence of the artistic visual presentation of food on the dining experience. Flavour, 3(1), p.7.

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Petzer, D. and Mackay, N., 2014. Dining atmospherics and food and service quality as predictors
of customer satisfaction at sit-down restaurants. African Journal of Hospitality, Tourism and
Leisure Vol. 3 (2).