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Cited by 45Culinary Culture and TourismCustomer Service Quality and LoyaltyDiverse Aspects of Tourism Research

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Impact of Tangible and Intangible Restaurant Attributes on Overall Experience: A Consumer Oriented Approach

Karamustafa, Kurtulus, Ülker, Pembe·2020·Journal of Hospitality Marketing & Management
DOI 10.1080/19368623.2019.1653806
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Abstract

This study investigates the attributes that foreign visitors attach importance when choosing a restaurant and their perceptions of the performance of restaurants in the Cappadocia Region in Turkey through a consumer-oriented approach. In this quantitative study, data were collected via surveys which were formed based on review of the literature, a brainstorming, experts’ views and a pilot test. It has been determined that the attributes related to cleanliness are attached the utmost importance by the participants and the attributes related to employees are also considered to be highly important while having dining experience. Another important finding is that most of the attributes were perceived to be performed satisfactorily while some of the attributes related to menu and supporting services were considered to be underperformed. Theoretical and practical implications are discussed based on the findings.

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Citations

Cites

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Cited by

Sorted by citations

  • Restaurant Service Quality in Relation to Customer Satisfaction

    Cabanday, F., & Estrosas, J. L. (2026) · The International Review of Multidisciplinary Research · doi:10.67167/vertex.656

    “Tangibility's comparatively lower standing, despite still being rated Very Good, echoes Karamustafa and Ülker (2020), who similarly found that customers weighted food quality, staff hospitality, and service speed more heavily than physical décor.”
    Influential

See all 45

Metadata

Authors
Karamustafa, K., & Ülker, P.
Affiliations
  • Faculty of Tourism, Erciyes University, Kayseri, Turkey
  • Erciyes University (TR)
ORCID
Venue
Journal of Hospitality Marketing & Management
Publisher
Informa UK Limited
Published
2019-10-15
Volume
29
Issue
4
Pages
404-427
ISSN
  • 1936-8623 (ISSN-L)
  • 1936-8631
DOI
10.1080/19368623.2019.1653806
OpenAlex
W2981078486
Cited by
45
References
2
Citations by year
2026: 2 · 2025: 6 · 2024: 11 · 2023: 7 · 2022: 8 · 2021: 6 · 2020: 5
FWCI
3.67
Type
journal article
Language
en
Open access
closed
Locations
Journal of Hospitality Marketing & Management (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Tourism, Leisure and Hospitality Management › Culinary Culture and Tourism
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Tourism, Leisure and Hospitality Management › Diverse Aspects of Tourism Research
Keywords
restaurant attributes, tangibles, intangible attributes, foreign tourists, restaurant choice, cleanliness, employee service, dining experience, menu quality, supporting services, Cappadocia

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