Purpose – This study aims to investigate interrelationships among perceived service fairness, emotions and behavioral intentions in a restaurant context. Design/methodology/approach – Data were collected from two casual dining restaurants in the USA. The data were analyzed following Anderson...

Purpose – This study aims to identify key quality attributes that significantly distinguish highly satisfied diners from non‐highly satisfied diners. Design/methodology/approach – Data were collected from four mid‐to‐upper scale restaurants: two in a mid‐western city and two in an...

Purpose – This paper aims to examine the applicability of fairness concepts as a lens for evaluating services in restaurants addressing service fairness issues within, as well as outside of, the service failure context. Design/methodology/approach – Data are collected from two casual dining...