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dc.contributor.authorHsi-Jui Wua, Cedric
dc.contributor.authorLiang, Rong-Da
dc.date.accessioned2024-06-04T07:32:05Z
dc.date.available2024-06-04T07:32:05Z
dc.date.issued2009
dc.identifier.urihttps://thuvienso.hoasen.edu.vn/handle/123456789/15296
dc.descriptionInternational Journal of Hospitality Management 28 (2009) 586–593vi
dc.description.abstractExactly how the restaurant industry creates good quality service experiences has attracted the attention of scholars and practitioners. Some scholars advocate creating high quality service encounters to enhance customer satisfaction. However, recent research has not examined hotel restaurant service, and a detailed understanding of its potential effects on the customer meal experience and customer satisfaction is needed. Consequently, this study of service encounters and restaurant consumer behavior constructed a comprehensive framework via a literature review. Empirical data were collected by a questionnaire distributed to luxury-hotel restaurant customers. The empirical results indicated that restaurant environmental factors and interactions with service employees and other consumers positively influence the consumer experiential value. Additionally, only interactive relationships with service employees directly and positively affect consumer satisfaction. Restaurant environment factors and interactions with other consumers indirectly and positively influence consumer satisfaction through experiential value. Finally, with respect to marketing and development initiatives, the results of this study can help improve the physical attractiveness of the examined luxury-hotel restaurants.vi
dc.language.isoenvi
dc.publisherElserviervi
dc.subjectExperience marketing,Service encounter factors,Experiential value,Consumer satisfactionvi
dc.titleEffect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurantsvi
dc.typeArticlevi


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