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001-es BibID:	BIBFORM112234
035-os BibID:	(Cikkazonosító)e0281453 (Scopus)85159761739
Első szerző:	Premordia, Inda
Cím:	Food neophilics' choice of an ethnic restaurant: The moderating role of authenticity / Inda Premordia, Timea Gál
Dátum:	2023
ISSN:	1932-6203
Megjegyzések:	This study attempts to identify the salient factors affected by food neophilia and its interaction with demand authenticity in the choice of an ethnic restaurant. By undertaking a series of multivariate and univariate analyses between these two predictors and five key dining attributes: food quality, service quality, FLEs attitude, atmosphere, and price, it is revealed that restaurant customers consider different factors in their buying decision process, depending on individuals` food neophilia level, needs for authenticity, and demographic characteristics. The results show that authentic quality of food, authentic atmosphere, friendly and prompt service encounters are the most important factors. The findings further suggest that price sensitivity is higher in the market with a low to moderate need for authenticity. Cultural backgrounds, on the other hand, seem to influence how customers embrace roles and professional skills of the frontline staff rather than customer-employee relationship. Given the lack of research in examining food neophilia in the ethnic restaurant selection empirically, this study allows a better understanding of this market segment which contributes to the body of knowledge in the field of food consumption and preferences as well as offers useful insights for ethnic restaurant businesses
Tárgyszavak:	Társadalomtudományok Gazdálkodás- és szervezéstudományok idegen nyelvű folyóiratközlemény külföldi lapban folyóiratcikk
Megjelenés:	Plos One. - 18 : 5 (2023), p. 1-21. -
További szerzők:	Gál Tímea (1985-) (gazdasági agrármérnök)
Internet cím:	Szerző által megadott URL DOI Intézményi repozitóriumban (DEA) tárolt változat
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001-es BibID:	BIBFORM098787
Első szerző:	Premordia, Inda
Cím:	Dear customer, thank you for your review: the service failure-recovery dyadic interactions in the restaurant industry / Inda Premordia, Timea Gál
Dátum:	2021
ISSN:	2146-4405
Megjegyzések:	The advent of Web 2.0 has encouraged restaurant customers to post online reviews, and oftentimes, not in favor of the company. When a service failure occurs, the customer may voice their complaints publicly online. The company, on the other hand, has the opportunity to respond to these complaints and use it as a part of their service recovery strategy. While some companies are responding to negative reviews, only a few have the knowledge on how to do it effectively. Built on perceived justice framework: distributive, procedural, interactional; and service failure severity type: outcome-process, major-minor, present study intends to understand different resolution styles adopted by the company to varying types of customer complaint. The findings outline: (1) the vast majority of the company exhibits only a low level of responsiveness to complaints; (2) the most severe complaints deal with psychological loss, physical loss and major incidents lead to frustration; (3) however, different strategies depending upon service failure severity are yet to be implemented by the company; (4) while components in interactional justice are mostly performed, rude responses are also frequently applied. Further elaboration of the findings and insights for marketing practice are discussed in the text.
Tárgyszavak:	Társadalomtudományok Közgazdaságtudományok idegen nyelvű folyóiratközlemény külföldi lapban folyóiratcikk Service recovery Service failure severity Online customer reviews Restaurant industry
Megjelenés:	International Review of Management and Marketing. - 11 : 3 (2021), p. 49-57. -
További szerzők:	Gál Tímea (1985-) (gazdasági agrármérnök)
Internet cím:	Szerző által megadott URL DOI Intézményi repozitóriumban (DEA) tárolt változat
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001-es BibID:	BIBFORM098786
Első szerző:	Premordia, Inda
Cím:	Experience: What are the determining factors of service failure affecting behavioral intentions? / Inda Premordia, Tímea Gál
Dátum:	2021
ISSN:	2344-1712
Megjegyzések:	Present study empirically examined the determining factors of service failure in restaurant dining experience leading to negative online reviews and, thus, behavioral intentions (i.e., repeat purchase and recommendation to others). The findings underline that (1) any service mishap with regard to food quality and cleanliness triggers customer participations in negative online reviews, switching intentions and discouragement for potential customers to purchase; (2) service quality is a strong and important determining factor of service failure affecting behavioral intentions and is superior relative to other significant predictors; (3) frontline staff attitude is likely to prompt dissatisfied customers to engage in negative online reviews and cause an effect on price sensitivity, however it does not necessarily influence behavioral intentions; (4) contrary to prior research, price-value significantly affects behavioral intentions. In the presence of dissatisfaction influenced by poor food quality and frontline staff attitude, price sensitivity increases; therefore, it stimulates behavioral intentions. Further elaboration of the findings is also discussed therein with insights for marketing practice.
Tárgyszavak:	Társadalomtudományok Közgazdaságtudományok idegen nyelvű folyóiratközlemény külföldi lapban folyóiratcikk complaint behaviour dining experiment negative online costumer reviews service failure
Megjelenés:	Network Intelligence Studies. - 9 : 17 (2021), p. 69-83. -
További szerzők:	Gál Tímea (1985-) (gazdasági agrármérnök)
Internet cím:	Szerző által megadott URL Intézményi repozitóriumban (DEA) tárolt változat
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