Mark Patton

TL;DR: The Dineserv questionnaire as mentioned in this paper comprises service-quality standards that fall into five categories: assurance, empathy, reliability, responsiveness, and tangibles, and provides restaurateurs with a quantified measure of what consumers expect in a restaurant.

TL;DR: LODGSERV as discussed by the authors is a 26-item index designed to measure consumers' expectations for service quality in the hotel experience, which confirms the five generic dimensions of service quality.

TL;DR: In this article, a 26-item instrument called LODGSERV is proposed to measure consumer expectations for Service Quality in their hotel experiences, and its use in differentiating these expectations based on price segment: economy, mid-price and luxury hotels.

TL;DR: In this article, an anthropological framework for building a multi-cultural research program geared towards identifying market expectations is presented. But the authors focus on the potential for internationalizing a survey instrument that has been validated with American consumers.

TL;DR: In this paper, the authors present results from a study of 430 people, 55 years or older, about their eating out behaviors and their evaluation of the restaurant experience and find that the two strongest motivators for this segment to eat out are convenience and companionship, nutrition and price are the dominant factors in menu selection.