Identifying services barriers and risks in cloud kitchens: Insights from a novel risk assessment model

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality Management Pub Date : 2024-11-12 DOI:10.1016/j.ijhm.2024.103996

Ching-Chan Cheng , Ming-Chun Tsai , Ya-Yuan Chang , Cheng-Ta Chen

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Abstract

Most cloud kitchens offer only basic services, leading to numerous problems in the service process that may cause customer dissatisfaction. Therefore, optimizing cloud kitchen services by identifying service barriers and risks is necessary. This study aims to identify the service barriers of cloud kitchens and develop a straightforward methodology to assess the risk of these barriers, considering the interdependence of quality factors. Questionnaires were collected from customers and operators of cloud kitchens to extract the service barrier factors. The results revealed that 15 service barriers were identified. Analysis using the risk dependency-early warning model (RD-EW model) indicated that seven service barriers had high service risks and were the priority pain points that should be addressed in cloud kitchens. These findings could serve as a reference for developing service optimization strategies and expanding theoretical knowledge.

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识别云厨房中的服务障碍和风险：新型风险评估模型的启示

大多数云厨房只提供基本服务，导致服务过程中出现许多问题，可能引起客户不满。因此，有必要通过识别服务障碍和风险来优化云厨房服务。本研究旨在识别云厨房的服务障碍，并考虑到质量因素之间的相互依存关系，开发一种简单明了的方法来评估这些障碍的风险。本研究向云厨房的客户和运营商收集了调查问卷，以提取服务障碍因素。结果显示，共发现了 15 个服务障碍。利用风险依赖-早期预警模型（RD-EW 模型）进行的分析表明，7 个服务障碍具有较高的服务风险，是云厨房应优先解决的痛点。这些发现可作为制定服务优化策略和扩展理论知识的参考。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.