Tackling no-shows in fine dining: Insights into cancellation policies and consumer awareness campaigns

Authors

Esther Kim, Montclair State UniversityFollow
Jason Tang, Mount Royal UniversityFollow

Document Type

Article

Publication Date

Summer 8-6-2024

Journal / Book Title

Journal of Revenue and Pricing Management

Abstract

This research aims to identify how fine dining restaurants can effectively implement reservation cancellation policies to address the issue of no-shows by applying equity theory, the dual entitlement principle, and social cognitive theory. Two experiments identified cancellation policy elements that influence restaurant evaluations and reservation behaviors. Findings revealed that cancellation policies negatively influence restaurant evaluations, and that policy strictness and awareness can attenuate this relationship via perceived fairness while enhancing the likelihood to book reservations and honor reservations. This research suggests that restaurants can benefit from implementing lenient cancellation policies and introducing awareness of the adverse impact of no-shows to customers.

Comments

This article is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/.

DOI

10.1057/s41272-024-00499-1

MSU Digital Commons Citation

Kim, Esther and Tang, Jason, "Tackling no-shows in fine dining: Insights into cancellation policies and consumer awareness campaigns" (2024). Department of Hospitality and Tourism Faculty Scholarship and Creative Works. 25.
https://digitalcommons.montclair.edu/hospitality-tourism-facpubs/25

Published Citation

Kim, E.L., Tang, J. Tackling no-shows in fine dining: Insights into cancellation policies and consumer awareness campaigns. J Revenue Pricing Manag 23, 423–434 (2024). https://doi.org/10.1057/s41272-024-00499-1