The role of cooking in consumers' quality formation: An exploratory study of beef steaks

Abstract

The role of cooking on pre- and post-consumption quality expectations and its impact on satisfaction during the eating experience is under-researched. To address this gap, a 'task and talk' focus group study involving participants preparing and eating a beef steak as part of a meal was designed to explore the role of cooking on consumers' evaluation of beef quality. The results from six focus groups (n = 36 participants) identified that 'perceived cooking quality' of beef is an important criterion impacting pre-purchase evaluation. Cooking is a process of adaptation to personal tastes and is influenced by cooking self-efficacy. This personal confidence in steak preparation mediates a willingness to directly complain about a disappointing eating experience. Direct complaints generally occurred in relation to intrinsic quality cues prior to cooking where the locus of quality control was external to the participant. Poor eating quality of beef was generally attributed to a deficiency in cooking skills, an internal attribution of quality failure that minimised the likelihood of direct complaints. A lack of confidence in cooking skills may explain a delay in repeat purchasing following a negative eating experience.

Keywords: Beef; Complaint behaviour; Consumer satisfaction; Cooking; Focus group; Quality cue.