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How Restaurant Features Affect Check Averages: A Study of the Toronto Restaurant Market
Articles and Chapters
  • Alex M. Susskind, Cornell University
  • Edwin K. Chan, Royalton Hotel
Publication Date
[Excerpt] Full-service restaurants are under more pressure than ever, in part because the restaurant business has seen strong growth in the home-meal- replacement concept in recent years. Given the tumultuous competition in the restaurant business, we examined the underlying determinants or drivers of a successful full-service restaurant operation. In particular, we wanted to discover what restaurant attributes improve customers’ ratings of a restaurant and, more to the point, boosted check averages. This investigation focused on three specific questions: (1) What restaurant features matter the most to consumers in their dining experi­ences?, (2) What does it take to be the best in consumers’ eyes?, and (3) To what extent do high con­sumer ratings predict a high check average? To answer those questions we present a multi-stage analysis of the relationships among restaurants’ operational characteristics and amenities and the consumers’ per­ceptions of restaurant quality, and, in turn, the relationship between consumers’ perceptions of their restau­rant experience and operators’ reports regarding their check averages.

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© Cornell University. Reprinted with permission. All rights reserved.

Citation Information

Susskind, A. M., & Chan, E. K. (2000). How restaurant features affect check averages: A study of the Toronto restaurant market [Electronic version]. Cornell Hotel and Restaurant Administration Quarterly, 41(6), 56-83. Retrieved [insert date], from Cornell University, School of Hospitality Administration site: