Manuscript Number:

JTMA-D-22-01529

Article Type:

Research Note

Keywords:

Consumer behavior; Service encounter; Curbside pickup; Post pandemic; Consumer characteristics; business types

Abstract:

Inspired by the service encounter framework, this study examined the factors affecting consumer satisfaction with restaurant curbside pickup service, a distribution method that has been accelerated since the COVID-19 pandemic and is expected to continue its popularity in post-pandemic. A special interest was put into analyzing two boundary conditions on how different service encounters impact consumer satisfaction, including customer characteristics and business types. A regression analysis with 314 valid questionnaires indicates that females and younger consumers value the functionality of the ordering app more while males and older consumers pay more attention to the service encounter related to wait time and the service provided by the staff. In addition, consumers of chain restaurants seek higher good quality, and consumers of independent restaurant value the interactions with the staff members more. This study contributes to the service encounter theory and provides specific practical implications to the restaurants and food retail business.

Please read the attached article and "prepare a" review of the manuscript. Please consider the following questions...

A. Methodology: Is the paper's argument built on an appropriate base of theory, concepts, or other ideas? Has the research or equivalent intellectual work on which the paper is based been well designed? Are the methods employed appropriate?

B. Implications for research, practice and/ or society: Does the paper identify clearly any implications for research, practice and/ or society? Does the paper bridge the gap between theory and practice? How can the research be used in practice, in teaching, to influence public policy, in research? What is the impact upon society? Are these implications consistent with the findings and conclusions of the paper?

Manuscript JTMA-D-22-01529 Number: Article Research Note Type: Keywords: Consumer behavior, Service encounter: Curbside pickup; Post pandemic; Consumer characteristics; business types Abstract Inspired by the service encounter framework, this study examined the factors affecting consumer satisfaction with restaurant curbside pickup service, a distribution method that has been accelerated since the COVID-19 pandemic and is expected to continue its popularity in post-pandemic, A special interest was put into analyzing two boundary conditions on how different service encounters impact consumer satisfaction, including customer characteristics and business types, A regression analysis with 314 valid questionnaires indicates that females and younger consumers value the functionality of the ordering app more while males and older consumers pay more attention to the service encounter related to wait time and the service provided by the staff. In addition, consumers of chain restaurants seek higher good quality, and consumers of independent restaurant value the interactions with the staff members more. This study contributes to the service encounter theory and provides specific practical implications to the restaurants and food retail business. Please read the attached article and prepare a review of the manuscript. Please consider the following questions... A. Methodology: Is the paper's argument built on an appropriate base of theory, concepts, or other ideas? Has the research or equivalent intellectual work on which the paper is based been well designed? Are the methods employed appropriate? B. Implications for research, practice and/ or society: Does the paper identify clearly any implications for research, practice and/ or society? Does the paper bridge the gap between theory and practice? How can the research be used in practice, in teaching, to influence public policy, in research? What is the impact upon society? Are these implications consistent with the findings and conclusions of the paper