服务人员建议频率对用餐者超点餐行为的前因与后果

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-03-20 DOI:10.1016/j.ijhm.2025.104201

Norman Peng , Annie Chen

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引用次数: 0

摘要

在提供餐桌服务的休闲餐厅，超过三分之一的食物浪费与顾客无法吃完盘子里的食物有关。服务人员可以在减少食物浪费方面发挥关键作用，为食客提供及时的建议；然而，这一课题并没有得到研究者和实践者的足够重视。本研究旨在探讨餐厅服务人员建议频率的前因变量及其对用餐者超点餐行为的影响。此外，本研究还探讨了自我效能的调节作用。调查共招募了309名餐厅服务人员。研究发现，道德义务、环境关注、绿色自我认同和工作不安全感会影响员工的建议频率，从而减少用餐者的过度点餐行为。此外，员工自我效能感对建议给予频率与过度点餐行为之间的关系有调节作用。讨论了本研究的实际意义。

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Antecedents and consequences of service staff’s advice-giving frequency on diners’ overordering behavior

Within casual dining restaurants that provide table service, more than a third of food waste is associated with customers being unable to finish the food on their plates. Service staff can play a crucial role in reducing food waste in these establishments by offering diners timely advice; however, this topic has not received sufficient attention from researchers and practitioners. This study aims to explore the antecedents of restaurant service staff's advice-giving frequency and its impact on diners' overordering behavior. Additionally, it investigates self-efficacy’s moderating effect. A total of 309 restaurant service staff were recruited to complete the survey. The findings reveal that moral obligations, environmental concerns, green self-identity, and perceived job insecurity influence staff's advice-giving frequency, which, in turn, reduces diners' overordering behavior. Furthermore, the relationship between advice-giving frequency and overordering behavior is moderated by staff's self-efficacy. The practical implications of this research are discussed.

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.