Effect of Experiential Value on Customer Satisfaction with Service Encounters in Luxury-Hotel Restaurants

7250 WordsNov 17, 201129 Pages
International Journal of Hospitality Management 28 (2009) 586–593 Contents lists available at ScienceDirect International Journal of Hospitality Management journal homepage: www.elsevier.com/locate/ijhosman Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants Cedric Hsi-Jui Wu a, Rong-Da Liang b,* a b Department of Business Administration, National Dong-Hwa University, Hualien county, Taiwan Department of Marketing and Logistics Management, National Penghu University, Penghu County, Taiwan A R T I C L E I N F O A B S T R A C T Keywords: Experience marketing Service encounter factors Experiential value Consumer satisfaction Exactly how the restaurant industry…show more content…
(2002) investigated the effect of environmental design on experiential value (including consumer return on investment, service excellence, playfulness and aesthetics). However, consumer dining experiences and the significance of customer value in restaurant management have seldom been studied empirically (Andersson and Mossberg, 2004; Jonsson, 2004). Jensen and Hansen (2007), in a study of consumption behavior in restaurant customers, found that customer cognitions regarding the meal experience depend on their informationseeking behavior, whether or not they have a pleasant attitude and whether or not they perceive value. They measured customer value according to excellence, harmony, emotional stimulation, acknowledgement and circumstance value. Additionally, Spark 0278-4319/$ – see front matter . Crown Copyright ß 2009 Published by Elsevier Ltd. All rights reserved. doi:10.1016/j.ijhm.2009.03.008 C.-J. Wu, R.-D. Liang / International Journal of Hospitality Management 28 (2009) 586–593 587 et al. (2008) investigated the correlation between customer value and satisfaction in the timeshare industry. Moreover, Spark et al. (2008) and Jensen and Hansen (2007) mentioned that future studies would empirically study the ‘‘relationship between customer value and satisfaction and related dimensions of customer value after customers receive service from food and tourism products.’’ Research in pre-factors affecting customer value and satisfaction therefore remains
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