Generation Z’s perspective on restaurant service quality

When it comes to dining, Generation Z (Gen Z) consumers bring their own set of expectations that challenge conventional perspectives of restaurant service quality. The purpose of this research was to explore the relevance of DINESERV to the evaluation of Gen Z’s dining experience in the Netherlands. A qualitative multi-case study using semi-structured interviews (N = 7) was conducted. Two rounds of coding and a thematic analysis were performed, using DINESERV as a theoretical framework. Fifteen newly identified factors were added to the 13 existing DINESERV factors that shape Gen Z diners’ exp... Mehr ...