Generation Z’s perspective on restaurant service quality
When it comes to dining, Generation Z (Gen Z) consumers bring their own set of expectations that challenge conventional perspectives of restaurant service quality. The purpose of this research was to explore the relevance of DINESERV to the evaluation of Gen Z’s dining experience in the Netherlands....
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Taylor & Francis Group
2022-09-01
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| Series: | Research in Hospitality Management |
| Subjects: | |
| Online Access: | http://dx.doi.org/10.1080/22243534.2023.2202495 |
| _version_ | 1797641028290740224 |
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| author | Maike Nuyken Doron Zilbershtein Abdul Rauf |
| author_facet | Maike Nuyken Doron Zilbershtein Abdul Rauf |
| author_sort | Maike Nuyken |
| collection | DOAJ |
| description | When it comes to dining, Generation Z (Gen Z) consumers bring their own set of expectations that challenge conventional perspectives of restaurant service quality. The purpose of this research was to explore the relevance of DINESERV to the evaluation of Gen Z’s dining experience in the Netherlands. A qualitative multi-case study using semi-structured interviews (N = 7) was conducted. Two rounds of coding and a thematic analysis were performed, using DINESERV as a theoretical framework. Fifteen newly identified factors were added to the 13 existing DINESERV factors that shape Gen Z diners’ expectations and perceptions of restaurants, leading to a total of 28 factors. In addition to the five DINESERV dimensions of “Tangibles”, “Reliability”, “Responsiveness”, “Assurance” and “Empathy”, three new dimensions emerged: “Offer”, “Ambience” and “Image”. By bridging the gap in the literature and proposing a revised DINESERV, the findings provide the foundation for developing a more relevant tool for hospitality practitioners to better understand, attract and engage with Gen Z diners. |
| first_indexed | 2024-03-11T13:39:42Z |
| format | Article |
| id | doaj.art-b7714ed6fee24bd1a838ef19c55aa70d |
| institution | Directory Open Access Journal |
| issn | 2224-3534 2415-5152 |
| language | English |
| last_indexed | 2024-03-11T13:39:42Z |
| publishDate | 2022-09-01 |
| publisher | Taylor & Francis Group |
| record_format | Article |
| series | Research in Hospitality Management |
| spelling | doaj.art-b7714ed6fee24bd1a838ef19c55aa70d2023-11-02T13:54:04ZengTaylor & Francis GroupResearch in Hospitality Management2224-35342415-51522022-09-0112330931810.1080/22243534.2023.22024952202495Generation Z’s perspective on restaurant service qualityMaike Nuyken0Doron Zilbershtein1Abdul Rauf2Wittenborg University of Applied SciencesWittenborg University of Applied SciencesWittenborg University of Applied SciencesWhen it comes to dining, Generation Z (Gen Z) consumers bring their own set of expectations that challenge conventional perspectives of restaurant service quality. The purpose of this research was to explore the relevance of DINESERV to the evaluation of Gen Z’s dining experience in the Netherlands. A qualitative multi-case study using semi-structured interviews (N = 7) was conducted. Two rounds of coding and a thematic analysis were performed, using DINESERV as a theoretical framework. Fifteen newly identified factors were added to the 13 existing DINESERV factors that shape Gen Z diners’ expectations and perceptions of restaurants, leading to a total of 28 factors. In addition to the five DINESERV dimensions of “Tangibles”, “Reliability”, “Responsiveness”, “Assurance” and “Empathy”, three new dimensions emerged: “Offer”, “Ambience” and “Image”. By bridging the gap in the literature and proposing a revised DINESERV, the findings provide the foundation for developing a more relevant tool for hospitality practitioners to better understand, attract and engage with Gen Z diners.http://dx.doi.org/10.1080/22243534.2023.2202495dineservdining experiencegen znetherlandsrestaurant service quality |
| spellingShingle | Maike Nuyken Doron Zilbershtein Abdul Rauf Generation Z’s perspective on restaurant service quality Research in Hospitality Management dineserv dining experience gen z netherlands restaurant service quality |
| title | Generation Z’s perspective on restaurant service quality |
| title_full | Generation Z’s perspective on restaurant service quality |
| title_fullStr | Generation Z’s perspective on restaurant service quality |
| title_full_unstemmed | Generation Z’s perspective on restaurant service quality |
| title_short | Generation Z’s perspective on restaurant service quality |
| title_sort | generation z s perspective on restaurant service quality |
| topic | dineserv dining experience gen z netherlands restaurant service quality |
| url | http://dx.doi.org/10.1080/22243534.2023.2202495 |
| work_keys_str_mv | AT maikenuyken generationzsperspectiveonrestaurantservicequality AT doronzilbershtein generationzsperspectiveonrestaurantservicequality AT abdulrauf generationzsperspectiveonrestaurantservicequality |