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Kitchens takes us into the robust, overheated, backstage world of the contemporary restaurant. In this rich, often surprising portrait of the real lives of kitchen workers, Gary Alan Fine brings their experiences, challenges, and satisfactions to colorful life. A new preface updates this riveting exploration of how restaurants actually work, both individually and as part of a larger culinary culture.

Unsicht-bar was suggested to us in connection with a sensory conference we were attending in Hamburg. We made reservations several weeks in advance. Normally, the restaurant is closed on Mondays, but with thirteen excited Danes as prospective diners, Unsicht-Bar flung wide its doors to us. A nice gesture: our expectations were rising. At the conference, rumors spread that we were going out for a special meal. Thus, we ended up being a party of thirty-four sensory scientists. Sensory scientists will generally go far out of their way for anything having to do with extraordinary food. As for the literally dark

Characterizing trainees’ cognitive and decision-making processes presents a challenge for trainers, hindering effective on-the-job training (OJT) in the restaurant industry. Thus, objectively evaluating training effectiveness proves to be difficult. To support aspects that are difficult to address through the current OJT, we developed a job-training system based on virtual reality (VR). The system includes both a training mode and a scoring mode. In training mode, trainees wore a head-mounted display (HMD) and held the controller in both hands to perform operations in a virtual restaurant. In scoring mode, instructors could view replays of the trainees’ operations on a PC screen and provide comments. This system targets two elements that pose challenges in real-world scenarios: awareness and priority-setting. Given the importance of evaluating the training effectiveness and user usability of the training system, we designed and conducted an evaluation experiment with 50 novices and 20 experts. Although scores before and after training exhibited no significant differences in the tests using videos recorded in actual settings, both novices and experts highly praised the system’s utility.

Background: The increase in serving sizes of energy-dense nutrient-poor discretionary foods over time, with attractively presented large servings and package sizes, has led to portion distortion and a new ‘normal’ for serving sizes. Little data exists on the variations of portion size norms of discretionary foods across settings. This study aimed to examine the differences in the range of normal portion sizes of commonly consumed foods between home and out-of-home settings (coffee shops, restaurants). Methods: A repeated cross-sectional design was used, with nine selected discretionary foods and beverages included in a validated online image-series questionnaire. Participants completed the questionnaire at two time points to report their normal portion sizes in home and out-of-home settings. Quantile regression models were used to examine differences in the range of normal portion sizes (17th to 83rd percentile, representing the majority of the study population) between settings. Results: A final sample of 295 participants was included in the analysis (51% females, mean age 40 ± 14 years). The ranges of normal portion sizes did not differ by settings for all test foods except for sugar-sweetened beverages (SSB) tested in both containers and glassware. SSB showed smaller normal portion sizes at home compared to fast food restaurants (in a bottle/can and in a glass/cup; p < 0.001). Conclusions: These findings suggest that the portion size norms of many discretionary foods are mostly consistent in home and out-of-home settings. As the typical serving sizes available to consumers in the out-of-home settings are large, it is essential to establish practical serving size guidelines directed at the food industry to increase the availability of smaller size options and empower consumers towards better portion control.

PurposeThis paper investigates the reasons for the differences in customers' acceptance of service robots (CASR) in actual experience and credence service settings for the following two aspects: (1) different antecedents affecting CASR and (2) different customer perceptions of their own characteristics (role clarity and ability) and service robot characteristics (anthropomorphism and ability).Design/methodology/approachThe data were collected using online surveys in an experience service setting (Hotel, N = 426) and a credence service setting (Hospital, N = 406). Differences in experience and credence service settings were examined using two statistical methods, namely, PLS-SEM to test the differences in antecedents affecting CASR and independent-samples t-tests to test the differences in customer perceptions of their own characteristics and service robot characteristics.FindingsThe results indicate that customers in an experience (vs credence) service setting have stronger positive attitudes toward and a greater intention to use service robots. Further, this paper finds there are two key reasons for the differences in CASR. The first is different antecedents. Perceived usefulness is positively influenced by the anthropomorphism of a service robot and customer ability in the experience service setting, but is influenced not in the credence service setting. Conversely, service robot autonomy positively relates to perceived ease of use in the credence service setting, but does not in the experience service setting. The second reason for CASR differences is different customer perceptions. Customers' ability and perceived ease of use are higher, while their perception of anthropomorphism of the service robot is lower in the experience (vs credence) service setting.Originality/valueThis study helps explain why there are differences in the CASR in different settings and presents two perspectives: (1) antecedents' affecting CASR and (2) customer perceptions of their own as well as service robot characteristics.

Place attachment is one’s strong emotional bond with a specific location. While there are numerous studies on the topic, the literature pays little attention to commercial settings. This is because they are seen as too insipid to rouse attachment. Consumer research, however, suggests otherwise. To address this disparity, the authors investigate how people develop, experience, and act on place attachment in commercial settings. Findings from consumer in-depth interviews and self-reports conducted in France reveal that place attachment develops through perceptions of familiarity, authenticity, and security and evolves into experiences of homeyness. Consumers find these encounters of homeyness extraordinary and respond by engaging in volunteering, over-reciprocation, and ambassadorship toward the place. The authors further theorize these findings through a gift economy perspective and identify a tripartite exchange between the consumer, the proprietor of the place, and selected people from the consumer’s social network.

This article examines a small-area hypothesis: individuals striving toward a goal end state exhibit greater motivation when their attention is directed to whichever is smaller in size—their accumulated or remaining progress. The result is that, at the beginning of goal pursuit, directing attention to accumulated progress increases goal adherence relative to directing attention to remaining progress (e.g., 20% completed is more impactful than 80% remaining). However, with closeness to the goal, directing attention to accumulated progress lessens goal adherence relative to directing attention to remaining progress (e.g., 20% remaining is more impactful than 80% completed; studies 1–2). The focus on small areas increases motivation by creating an illusion of fast progress (study 3). Therefore, when individuals wish to prolong goal pursuit and avoid reaching the goal’s end state, they slow down goal adherence when their attention is directed to small areas (study 4).

PurposeThis study aimed to determine whether the brand image of fast-food restaurants moderates the relationship between satisfaction and loyalty among Chilean customers.Design/methodology/approachThe study was conducted using a structural equation modeling approach and involved a sample of 1,000 fast-food customers who were surveyed through nonprobabilistic sampling with a questionnaire consisting of 21 items. The instrument underwent validation by a panel of experts, and the results obtained were processed using the statistical software Smart PLS4. Convergent validity, discriminant validity and the structural model were tested to assess the acceptance or rejection of the proposed hypotheses.FindingsThe results of the research indicate that product quality, service quality and physical environment are crucial factors influencing customer satisfaction and shaping customer loyalty. However, it was found that brand image does not moderate the relationship between satisfaction and loyalty in fast-food consumption.Originality/valueThe present study contributes to the field of knowledge on fast-food consumption behavior and unveils findings that help fill knowledge gaps regarding the influence of restaurant brand image on the relationship between satisfaction and consumption loyalty. Thus, it demonstrates that, for certain customers, the brand becomes an irrelevant factor for their consumption loyalty as long as the restaurant offers product quality, excellent service and a pleasant physical environment.

This research investigates whether there are enduring effects of goal achievement and failure within customer loyalty promotion programs. We collaborated with a major hotel chain to launch a large scale field experiment involving 95,532 existing loyalty customers. We observed customers’ hotel stays for eight months before the experiment, eight months during the experiment, and eight months after the experiment. Customers in the treatment group were asked to increase their hotel nights during the 8-month promotion by a set percentage relative to their baseline to receive a reward. Overall, the promotion led to increased purchasing in the post-promotion period. However, only 20% of customers successfully reached the goal whereas 80% missed the goal. We use a propensity score analysis to examine the distinct effects of goal achievement versus goal failure. Results show that goal attainment significantly increased post-promotion purchasing whereas goal failure significantly reduced post-promotion purchasing. Additionally, we use econometric methods to empirically test a behavioral theory of relationship-based reciprocity. We find that customers in a high status tier relationship, with the most invested in the firm, are most affected by goal failure whereas customers in a low status tier relationship, with the least invested in the firm, are most affected by goal success. Because the type of loyalty program described in this paper is widely used in a variety of industries the findings suggest that marketers should set reachable goals within loyalty promotion programs. Firms should be particularly cautious about the impact of goal failures for the firm’s most loyal customers. Data, as supplemental material, are available at http://dx.doi.org/10.1287/mksc.2015.0966 .

These four steps can make the principles of motivational interviewing doable during brief office visits.