{"id":"https://openalex.org/W1482938481","doi":null,"title":"Expectations of the service experience offered by restaurants and cafes in Hamilton, New Zealand","display_name":"Expectations of the service experience offered by restaurants and cafes in Hamilton, New Zealand","publication_year":2005,"publication_date":"2005-08-01","ids":{"openalex":"https://openalex.org/W1482938481","mag":"1482938481"},"language":"en","primary_location":{"id":"mag:1482938481","doi":null,"is_oa":false,"landing_page_url":"https://search.informit.com.au/documentSummary;dn=799368394906263;res=IELBUS","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Journal of Hospitality and Tourism Management","raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5003686272","display_name":"Asad Mohsin","orcid":"https://orcid.org/0000-0002-6597-7328","observed_orcids":["https://orcid.org/0000-0002-6597-7328"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Asad Mohsin","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-6597-7328","affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5077938742","display_name":"Alison Jane McIntosh","orcid":"https://orcid.org/0000-0003-1593-700X","observed_orcids":["https://orcid.org/0000-0003-1593-700X"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Alison McIntosh","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5017199871","display_name":"Jenny Cave","orcid":"https://orcid.org/0000-0001-7486-6008","observed_orcids":["https://orcid.org/0000-0001-7486-6008","https://orcid.org/0000-0002-2415-5790"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Jenny Cave","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0001-7486-6008","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.9906,"has_fulltext":false,"cited_by_count":16,"citation_normalized_percentile":{"value":0.87357042,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":96},"biblio":{"volume":"12","issue":"2","first_page":"482","last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.0012000000569969416,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11925","display_name":"Culinary Culture and Tourism","score":0.0010999999940395355,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality-expectations","display_name":"service quality expectations","score":0.7080000042915344},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.6759999990463257},{"id":"https://openalex.org/keywords/eating-out","display_name":"eating out","score":0.7360000014305115},{"id":"https://openalex.org/keywords/cafe-and-restaurant","display_name":"restaurants and cafes","score":0.6169999837875366},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.6309999823570251},{"id":"https://openalex.org/keywords/gender-differences","display_name":"gender differences","score":0.6200000047683716},{"id":"https://openalex.org/keywords/age-differences","display_name":"age differences","score":0.9800000190734863},{"id":"https://openalex.org/keywords/repeat-business","display_name":"repeat business","score":0.6370000243186951},{"id":"https://openalex.org/keywords/hamilton-new-zealand","display_name":"Hamilton, New Zealand","score":0.7860000133514404}],"concepts":[{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.7495851516723633},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7002878785133362},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.6401500701904297},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.6334881782531738},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5957233905792236},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5951759815216064},{"id":"https://openalex.org/C2777352838","wikidata":"https://www.wikidata.org/wiki/Q5419420","display_name":"Excellence","level":2,"score":0.5896826982498169},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.5891188383102417},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.539556622505188},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.46496134996414185},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.435912549495697},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.4321310222148895},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.15701869130134583},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.11182528734207153},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.09615343809127808},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:1482938481","doi":null,"is_oa":false,"landing_page_url":"https://search.informit.com.au/documentSummary;dn=799368394906263;res=IELBUS","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Journal of Hospitality and Tourism Management","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2040336707","https://openalex.org/W2301026665","https://openalex.org/W2752160112","https://openalex.org/W1560396277","https://openalex.org/W2797827743","https://openalex.org/W2338911916","https://openalex.org/W182444633","https://openalex.org/W2852582544","https://openalex.org/W7096743366","https://openalex.org/W2114453440"],"abstract_inverted_index":{"Growing":[0],"competition":[1],"in":[2,19,31,37,64,84,91,109],"the":[3,7,14,53,69,93,97,125,137],"hospitality":[4],"sector":[5],"and":[6,21,25,29,57,61,78,116,129,135,147],"need":[8,15],"to":[9,16,23,43,51,74,123,131],"remain":[10],"customer":[11],"focused":[12],"impose":[13],"provide":[17],"excellence":[18],"service":[20,54],"quality":[22],"retain":[24],"propagate":[26],"customers.":[27],"Restaurants":[28],"cafes":[30,130],"Hamilton":[32],"(the":[33],"fourth":[34],"largest":[35],"city":[36],"New":[38],"Zealand)":[39],"are":[40,121],"no":[41],"different":[42],"experience":[44,55,95,112],"this":[45],"competitive":[46],"environment.":[47],"This":[48],"study":[49],"attempts":[50],"assess":[52],"expectations":[56,77],"perceptions":[58],"of":[59,71,81,96,127],"restaurant":[60,86,98],"cafe":[62],"goers":[63],"Hamilton.":[65],"It":[66],"draws":[67],"upon":[68],"responses":[70],"340":[72],"respondents":[73],"examine":[75],"their":[76,110,141],"actual":[79,94,111],"experiences":[80],"dining":[82],"out":[83],"a":[85],"or":[87],"cafe.":[88],"The":[89,119],"findings,":[90],"revealing":[92],"goers,":[99],"indicate":[100],"mostly":[101],"above":[102],"average":[103],"performance":[104],"but":[105],"also":[106],"suggest":[107],"differences":[108],"based":[113],"on":[114],"gender":[115],"age":[117],"groups.":[118],"findings":[120],"expected":[122],"help":[124],"owners":[126],"restaurants":[128],"address":[132],"those":[133],"gaps":[134],"improve":[136],"satisfaction":[138],"rate":[139],"from":[140],"customers,":[142],"thereby":[143],"effectuating":[144],"repeat":[145],"business":[146],"improving":[148],"profits.":[149]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":2}],"updated_date":"2026-11-05T12:25:35.769452","created_date":"2016-06-24T00:00:00"}
