Document Type
Article
Publication Date
4-19-2025
Journal / Book Title
The Effects of Restaurant Cancellation Policies and No-Show Awareness Campaigns on Reservation Behaviors
Abstract
This study addresses the persisting issue of restaurant reservation no-shows by applying the availability heuristic principle to analyze booking behaviors. Three experiments identified cancellation policy features and factors influencing booking and no-show behaviors. Findings confirmed that a cancellation barrier (i.e., strict policy and complex cancellation method) decreases no-show intentions and negatively affects booking intentions. This research suggests that a lenient cancellation policy, an easy cancellation method, and an awareness campaign can encourage positive guest booking behavior and reduce no-shows. Applying the availability heuristic principle to restaurant management, the current research enhances the understanding of psychological factors affecting guest decisions and identifies effective strategies to reduce no-shows while supporting favorable booking behavior
DOI
10.1111/ijcs.70069
MSU Digital Commons Citation
Kim, Esther; Tang, Jason; Kim, Minji; and Kim, Eun Joo, "The Effects of Restaurant Cancellation Policies and No-Show Awareness Campaigns on Reservation Behaviors" (2025). Department of Hospitality and Tourism Faculty Scholarship and Creative Works. 30.
https://digitalcommons.montclair.edu/hospitality-tourism-facpubs/30
Rights
This is an open access article under the terms of the Creative Commons Attribution-NonCommercial-NoDerivs License.
Published Citation
Kim, E. L., Tang, J., Kim, M., & Kim, E. J. (2025). The Effects of Restaurant Cancellation Policies and No‐Show Awareness Campaigns on Reservation Behaviors. International Journal of Consumer Studies, 49(3), e70069.