Development and validation of the personalized pre-dining service perception scale (PPDS) in fine-dining restaurants

Purpose This study aims to develop and validate the Personalized Pre-Dining Service Perception Scale (PPDS) to measure customers’ perceptions of personalized services during restaurant selection in fine-dining establishments. Design/methodology/approach Grounded in Experience Economy Theory and Expectation-Confirmation Theory, data were collected from 897 participants via online surveys between September and December 2025. A split-sample approach was employed: exploratory factor analysis (n1 = 509) and confirmatory factor analysis (n2 = 388). Bifactor analysis assessed unidimensionality, while multi-group analyses tested measurement invariance across gender and age groups. Findings Results reveal a 14-item unidimensional structure with acceptable psychometric properties (Kaiser–Meyer–Olkin (KMO) = 0.876; comparative fit index (CFI) = 0.890; root mean square error of approximation (RMSEA) = 0.055; Cronbach's alpha (α) = 0.804; composite reliability (CR) = 0.799; McDonald's omega (ω) = 0.805; average variance extracted (AVE) = 0.511). Bifactor indicators confirm essential unidimensionality (explained common variance (ECV) = 1.000; omega hierarchical (ωh) = 0.805). Full metric invariance was established across age groups, whereas partial metric invariance emerged across gender (items s13 and s14 were freed). Research limitations/implications Theoretically, this study extends Experience Economy Theory by operationalizing the staging concept for pre-visit encounters and advances Expectation-Confirmation Theory by providing a measurement tool for the expectation formation phase. Practically, the PPDS enables restaurant managers to systematically evaluate and improve personalized digital touchpoints, reservation systems, and communication channels that shape guest expectations before arrival. Originality/value The PPDS is the first validated instrument for measuring the pre-dining phase of the customer journey in fine-dining contexts. It operationalizes the “staging” concept from Experience Economy Theory and the expectation formation mechanism from Expectation-Confirmation Theory, addressing a gap left by existing scales (DINESERV, DINESCAPE and MDE) that focus solely on in-restaurant experiences.