GRSERV scale: an effective tool for measuring consumer perceptions of service quality in green restaurants

References

• Anderson, E.W., Fornell, C., & Lehmann, D.R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. doi: 10.2307/1252310
   Web of Science ®Google Scholar
• Case, H. (2008). Consumers still willing to pay for ‘Green'. Retrieved May 15, 2012, from http://www.naturalfoodnet.com/nfnportal/article.aspx?aid=2254
   Google Scholar
• Chang, K.C., Chen, M.C., & Hsu, C.L. (2010). Applying loss aversion to assess the effect of customers’ asymmetric responses to service quality on post-dining behavioral intentions: An empirical survey in the restaurant sector. International Journal of Hospitality Management, 29(4), 620–631. doi: 10.1016/j.ijhm.2009.11.004
   Web of Science ®Google Scholar
• Cheng, C.C., Chen, C.T., Hsu, F.S., & Hu, H.Y. (2012). Enhancing service quality improvement strategies of fine-dining restaurants: New insights from integrating a two-phase decision-making model of IPGA and DEMATEL analysis. International Journal of Hospitality Management, 31(4), 1155–1166. doi: 10.1016/j.ijhm.2012.02.003
   Web of Science ®Google Scholar
• Davis, D.F., & Mentzer, J.T. (2007). Organizational factors in sales forecasting management. International Journal of Forecasting, 23(3), 475–495. doi: 10.1016/j.ijforecast.2007.02.005
   Web of Science ®Google Scholar
• Feenstra, G. (2002). Creating space for sustainable food systems: Lessons from the field. Agriculture and Human Values, 19(2), 99–106. doi: 10.1023/A:1016095421310
   Google Scholar
• Fisher, B.E. (1999). Organic: What's in a name? Environmental health perspectives, 107(3), 150–153. doi: 10.1289/ehp.99107a150
   Google Scholar
• Fornell, C., & Larcker, D.F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(1), 382–388. doi: 10.2307/3150980
   Web of Science ®Google Scholar
• Gilg, A., Barr, S., & Ford, N. (2005). Green consumption or sustainable lifestyles? Identifying the sustainable consumer. Futures, 37(6), 481–504. doi: 10.1016/j.futures.2004.10.016
   Web of Science ®Google Scholar
• Gold, M.V. (2007). Organic production/organic food: What is organic production? Retrieved June 20, 2012, from http://www.nal.usda.gov/afsic/pubs/ofp/ofp.shtml
   Google Scholar
• Green Restaurant Association. (2012). Green restaurant certification 4.0 standards. Retrieved June 23, 2012, from http://www.dinegreen.com/restaurants/standards.asp
   Google Scholar
• Greene, C., Dimitri, C., Lin, B.H., McBride, W., Oberholtzer, L., & Smith, T. (2009). Emerging Issues in the U.S. Organic Industry. ERS, USDA, Economic Information Research Service.
   Google Scholar
• Hansen, E., & Bush, R.J. (1999). Understanding customer quality requirements. Industrial Marketing Management, 28(2), 119–130. doi: 10.1016/S0019-8501(98)00007-8
   Web of Science ®Google Scholar
• Hu, H., Parsa, H.G., & Self, J. (2010). The dynamics of green restaurant patronage. Cornell Hospitality Quarterly, 51(3), 344–362. doi: 10.1177/1938965510370564
   Web of Science ®Google Scholar
• Jang, Y.J., Kim, W.G., & Bonn, M.A. (2011). Generation Y consumers selection attributes and behavioral intentions concerning green restaurants. International Journal of Hospitality Management, 30(4), 803–811. doi: 10.1016/j.ijhm.2010.12.012
   Web of Science ®Google Scholar
• Jen, W., & Hu, K.C. (2003). Application of perceived value model to identify factors affecting passenger’ repurchase intentions on city bus: A case of the Taipei metropolitan area. Transportation, 30(3), 307–327. doi: 10.1023/A:1023983627092
   Web of Science ®Google Scholar
• Jones, P., Comfort, D., & Hillier, D. (2004). A case study of local food and its routes to market in the UK. British Food Journal, 106(4), 328–335. doi: 10.1108/00070700410529582
   Google Scholar
• Kassarjian, H.H. (1977). Content analysis in consumer research. Journal of Consumer Research, 4(1), 8–18. doi: 10.1086/208674
   Web of Science ®Google Scholar
• Kim, H.J., McCahon, C., & Miller, J. (2003). Assessing service quality in Korean casual-dining restaurants using DINESERV. Journal of Foodservice Business Research, 6(1), 67–86. doi: 10.1300/J369v06n01_05
   Google Scholar
• Kim, W.G., Ng, C.Y.N., & Kim, Y. (2009a). Influence of institutional DENESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10–17.
   Google Scholar
• Kim, H.S., Joung, H.W., Yuan, Y.H.E., Wu, C., & Chen, J.J. (2009b). Examination of the reliability and validity of an instrument for measuring service quality of restaurants. Journal of Foodservice, 20(6), 280–286. doi: 10.1111/j.1748-0159.2009.00149.x
   Google Scholar
• Knutson, B.J., Stevens, P., Wullaert, C., & Patton, M. (1990). LODGSERV: A service quality index for the lodging industry. Hospitality Research Journal, 14(2), 227–284.
   Google Scholar
• Ladhari, R., Brun, I., & Morales, M. (2008). Determinants of dining satisfaction and postdining behavioral intentions. International Journal of Hospitality Management, 27(2), 563–573. doi: 10.1016/j.ijhm.2007.07.025
   Web of Science ®Google Scholar
• LaVecchia, G. (2008). Green: The new gold. Restaurant Hospitality, 92(4), 39–44.
   Google Scholar
• Lin, S.P., Chan, Y.H., & Tsai, M.C. (2009). A transformation function corresponding to IPA and gap analysis. Total Quality Management & Business Excellence, 20(8), 829–846. doi: 10.1080/14783360903128272
   Web of Science ®Google Scholar
• Liu, Y., & Jang, S. (2009). Perceptions of Chinese restaurants in the U. S.: What affects customer satisfaction and behavioral intention? International Journal of Hospitality Management, 28(3), 338–348. doi: 10.1016/j.ijhm.2008.10.008
   Web of Science ®Google Scholar
• Luoh, H.F., & Tsaur, S.H. (2011). Customers'perceptions of service quality: Do servers’ age stereotypes matter? International Journal of Hospitality Management, 30(3), 283–289. doi: 10.1016/j.ijhm.2010.09.002
   Web of Science ®Google Scholar
• Marković, S., Raspor, S., & Šegarić, K. (2010). Does restaurant performance meet customers’ expectations? An assessment of restaurant service quality using a modified DINESERV approach. Tourism and Hospitality Management, 16(2), 181–195.
   Google Scholar
• Ministry of Economic Affairs, Taiwan. (2012). Sales and annual growth rate of food services. Retrieved June 10, 2012, from http://2k3dmz2.moea.gov.tw/gnweb/News/wFrmNews_Detail.aspx?id=367
   Google Scholar
• Oyewole, P. (1999). Multi-attribute dimensions of service quality in the fast food restaurant industry. Journal of Restaurant & Foodservice Marketing, 3(3/4), 65–91. doi: 10.1300/J061v03n03_06
   Google Scholar
• Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. doi: 10.2307/1251430
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
   Web of Science ®Google Scholar
• Peattie, K. (1992). Green marketing. London: Pitman Publishing.
   Google Scholar
• Podsakoff, P.M., & Organ, D.E. (1986). Self-report in organizaional research: Problems and prospects. Journal of Management, 12(4), 531–544. doi: 10.1177/014920638601200408
   Web of Science ®Google Scholar
• Poulston, J., & Yiu, A.Y.K. (2011). Profit or principles: Why do restaurants serve organic food? International Journal of Hospitality Management, 30(1), 184–191. doi: 10.1016/j.ijhm.2010.04.004
   Web of Science ®Google Scholar
• Sloan, P., Legrand, W., & Chen, J.S. (2009). Sustainability in the hospitality industry: Principles of sustainable operations. Amsterdam: Butterworth-Heinemann.
   Google Scholar
• Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56–60. doi: 10.1177/001088049503600226
   Google Scholar
• The Hartman Group. (2008). Organics today: Who's buying and what's next. Retrieved June 13, 2012, from http://www.hartman-group.com/hartbeat/2008--07--23
   Google Scholar
• Tilikidou, I. (2007). The effects of knowledge and attitudes upon Greek's pro-environmental purchasing behavior. Corporate Social Responsibility and Environmental Management, 14(3), 121–134. doi: 10.1002/csr.123
   Google Scholar
• Tsai, M.C., Chen, L.F., Chan, Y.H., & Lin, S.P. (2011). Looking for potential service quality gaps to improve customer satisfaction by using a new GA approach. Total Quality Management & Business Excellence, 22(9), 941–956. doi: 10.1080/14783363.2011.593854
   Web of Science ®Google Scholar
• Vieregge, M., Scanlon, N., & Huss, J. (2007). Marketing locally grown food products in branded restaurants: Do customers care? Journal of Foodservice Business Research, 10(2), 67–82. doi: 10.1300/J369v10n02_05
   Google Scholar