Dining in the City: Server Behaviors, Time Preferences, and the Effect of Urbanization in Restaurants

Abstract

In this research the authors examine the importance of server behaviors and time expectations of restaurant patrons through analysis of consumer preferences in an urban and less urbanized market. Results indicate the dimensions of sanitation and accommodation are most important to both samples. Server responsiveness, friendliness, knowledge, time between arriving and seating, and time between receiving a menu and order taken are statistically different for these two groups. Managerial implications note that foodservice providers with multiple units across the United States may not want to use a one-size-fits-all service delivery model as the importance of server behaviors and time expectations varies by urbanization.

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