Abstract The main goal of this study is to investigate whether higher (cost-effective) operational efficiency in restaurants can be achieved without lowering the perceived level of service quality. This study also investigates the importance of restaurants’ size on operational efficiency and on the perceived level of service quality. We present the methodological procedures used to investigate the relationships among restaurants’ operational efficiency, size, and service quality after presenting the conceptualization of the cost-effective service excellence (CESE) research construct. The restaurants’ efficiency was assessed using Data Envelopment Analyses and the DINESERV tool was implemented to analyse guests’ perceptions of service quality. Guests of low- and high-efficient restaurants perceive service quality based on the same quality dimensions. Based on the structural equation modelling, it is evident that CESE can be achieved in the restaurant industry. The restaurant size has proven to influence restaurants’ operational efficiency and guests’ quality perceptions.

中文翻译：

---

具成本效益的卓越服务：探索餐厅运营效率，规模和服务质量之间的关系

摘要这项研究的主要目的是研究在不降低服务质量感知水平的前提下，是否可以实现更高（具有成本效益）的餐馆运营效率。这项研究还调查了餐厅规模对运营效率和感知服务质量水平的重要性。在介绍了具有成本效益的卓越服务（CESE）研究结构的概念化之后，我们提出了用于调查餐厅运营效率，规模和服务质量之间关系的方法程序。使用数据包络分析评估了餐厅的效率，并实施了DINESERV工具来分析客人对服务质量的看法。低效率餐厅和高效率餐厅的客人会基于相同的质量维度来感知服务质量。基于结构方程模型，很明显可以在餐饮业实现CESE。事实证明，餐厅的规模会影响餐厅的运营效率和客人的质量观念。