scholarly journals The effects of luxury restaurant environments on diners’ emotions and loyalty

2015 ◽  
Vol 27 (2) ◽  
pp. 236-260 ◽  
Author(s):  
Annie Chen ◽  
Norman Peng ◽  
Kuang-peng Hung
Keyword(s):  
Structural Equation ◽  
Empirical Support ◽  
Study Data ◽  
Equation Modeling ◽  
Content Type ◽  
Consumption Behavior ◽  
Quantitative Studies ◽  
Managerial Implications ◽  
Practical Implications ◽  
Different Levels

Purpose – This paper aims to examine diners’ luxury restaurant consumption behavior by incorporating diner expectations into a modified Mehrabian–Russell model. Consumers dine at luxury restaurants for reasons beyond fulfilling basic needs. However, little is known about the factors that contribute to diners’ emotions and loyalty toward luxury restaurants. Design/methodology/approach – To examine the proposed six hypotheses, qualitative and quantitative studies were performed. Following exploratory qualitative research, 310 consumers who dined at Taiwan’s five-star hotel restaurants were recruited for the main study. Data were analyzed using structural equation modeling. Findings – The results show that restaurants’ stimuli influence diners’ positive and negative emotions (organisms), which, in turn, affect their loyalty toward luxury restaurants (responses). Furthermore, customers with different levels of expectation react differently to stimuli. Practical implications – This study offers new empirical support for the proposition that diner expectation plays a role in building customer loyalty and, thereby, shades both theoretical and managerial understanding of the luxury restaurant consumption process. Originality/value – This study conceptualizes diners’ loyalty toward luxury restaurants (e.g. revisiting and recommending luxury restaurants) by examining the influence of restaurants’ stimuli, diners’ emotions and customers’ expectations toward luxury restaurants. Additionally, this study offers some managerial implications for practitioners.

Diners’ loyalty toward luxury restaurants: the moderating role of product knowledge

2015 ◽  
Vol 33 (2) ◽  
pp. 179-196 ◽  
Author(s):  
Norman Peng ◽  
Annie Huiling Chen
Keyword(s):  
Food Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Empirical Support ◽  
Equation Modeling ◽  
Product Knowledge ◽  
Content Type ◽  
Consumption Behavior ◽  
Managerial Implications

Purpose – Consumers dine at luxury restaurants for reasons beyond fulfilling basic needs; however, little is known about the factors that contribute to diners’ loyalty. The purpose of this paper is to examine diners’ luxury restaurant consumption behavior by incorporating product knowledge into a modified Mehrabian-Russell model. Design/methodology/approach – Following exploratory qualitative research, 238 consumers who have dined at Hong Kong’s Michelin-starred luxury restaurants were recruited for the main study. The data were analyzed through structural equation modeling. Findings – The results show that luxury restaurants’ stimuli (i.e. food quality, service quality, and atmospherics) influence diners’ emotions, which in turn affect their brand loyalty. Furthermore, food quality can directly influence diners’ loyalty toward the restaurant. Third, diners’ product knowledge can moderate the relationships between restaurant stimuli and diners’ emotion. Research limitations/implications – This study offers new empirical support for the proposition that product knowledge has a role in building brand loyalty and thereby shades both theoretical and managerial understanding of the luxury restaurant consumption process. Originality/value – This study is one of the first to conceptualize diners’ loyalty toward luxury restaurants by examining the influences of restaurants’ stimuli and diners’ knowledge toward luxury restaurants. In addition, this study puts forth some managerial implications for practitioners.

Metrics for the elements of intellectual capital in an economy driven by knowledge

2014 ◽  
Vol 15 (2) ◽  
pp. 206-226 ◽  
Author(s):  
Mariya Anatolievna Molodchik ◽  
Elena Anatolievna Shakina ◽  
Angel Barajas
Keyword(s):  
Customer Loyalty ◽  
Intellectual Capital ◽  
Structural Equation ◽  
Design Methodology ◽  
Relevant Literature ◽  
Empirical Support ◽  
Equation Modeling ◽  
Content Type ◽  
Structural Capital ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the plausibility of six elements of IC and justify the measurement ability of a set of indicators based on publicly available data for each of the proposed element in order to provide tools to managers for their decision-making process in knowledge management (KM). Design/methodology/approach – Core company's intangibles are combined into six intellectual capital (IC) elements that appear after the division of each of the traditional components (human, structural and relational capital (RC)). The human capital includes management and human resources capabilities (HRC). Structural capital is divided into innovation and internal process capabilities (IPC). RC contains networking capabilities and customer loyalty. In drawing on the relevant literature each element is described through a set of indicators collected from publicly available data. The validity of proposed IC model is justified through structural equation modeling. Each element is tested on a sample of more than 1,650 listed European companies over the period of 2004-2011. Findings – The study gives empirical support of three component IC structure and its decomposition into second level. The findings reveal that implementation of KM plays a significant role for HRC as well as for IPC. Research limitations/implications – The analysis was conducted for a particular sample that may restrict the conclusions. Practical implications – The proposed measurements for intangibles can be applied by any company for benchmarking and comparative analysis in KM. Originality/value – The study provides empirical justification of metrics for intangibles allowing a better route in an economy driven by knowledge.

Factors affecting attendees continued use of mobile event applications

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ahmet Bulent Ozturk ◽  
Wei Wei ◽  
Nan Hua ◽  
Ruoxi Qi
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Positive Impact ◽  
Study Data ◽  
Equation Modeling ◽  
Content Type ◽  
Factors Affecting ◽  
Performance Expectancy ◽  
Effort Expectancy ◽  
Practical Implications

Purpose Based on the unified theory of acceptance and use of technology (UTAUT2), the purpose of this study was to examine users’ continued usage intention of mobile event application (MEA) technology. Design/methodology/approach A self-administered online survey was used to collect the study data from 407 MEA users, and structural equation modeling was used to test the study’s hypotheses. Findings The study’s results revealed that users’ continued usage behavior was positively influenced by effort expectancy, performance expectancy, habit, facilitating condition and perceived security. The study’s results further indicated that personal innovativeness had a positive impact on effort expectancy and performance expectancy. Practical implications The findings of the current study deliver important practical implications for event organizers and event technology vendors for identifying factors affecting MEA users’ continued usage intention. Originality/value By extending UTAUT2, the current study is one of the first studies that examined users’ intention to continue to use MEA technology.

The effects of image and price fairness

2016 ◽  
Vol 28 (9) ◽  
pp. 1895-1914 ◽  
Author(s):  
Naehyun (Paul) Jin ◽  
Nathaniel Discepoli Line ◽  
Jerusalem Merkebu
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Empirical Support ◽  
Equation Modeling ◽  
Image Management ◽  
Price Fairness ◽  
Research Attention ◽  
Content Type ◽  
Price Perceptions ◽  
Practical Implications

Purpose Despite recent calls in the hospitality and tourism literature for increased research attention in the attractions industry, very little research exists in this important part of the hospitality marketplace. The purpose of this paper is to address the dearth of research in this domain by proposing and empirically testing a model of the relationships among image, price fairness and loyalty in the waterpark segment of the attractions industry. Design/methodology/approach Data were collected from 346 waterpark patrons in South Korea. Structural equation modeling was used to test the hypotheses. Findings The results provide empirical support for the proposed relationship between waterpark image and customer loyalty. Additionally, a set of indirect relationships between these two constructs was identified. Specifically, the intervening effects of delight, service quality and price fairness were established. Research limitations/implications While the overall premise of the work was supported, the results provide evidence that price fairness is evaluated and considered differently in an amusement park context than in other consumption domains. This research suggests that future efforts are necessary to fully understand the complexities of behavior in the attractions industry. Practical implications The findings suggest that successful image management results in a variety of positive outcomes including quality/price perceptions and customer loyalty. To stay competitive, however, waterparks must engage in an ongoing process of image development and maintenance with a particular emphasis on managing expectations. Originality/value The research suggests that while the traditionally acknowledged effects of image on consumer behavior have applicability within the attractions industry, some of the existing nomological relationships established in other operational domains may not be generalizable. As such, our research can be seen as a step toward the development of a unique theory of behavior in the attractions industry.

The relationships among JIT, TQM and production operations performance

2015 ◽  
Vol 21 (5) ◽  
pp. 1015-1039 ◽  
Author(s):  
Zhixiang Chen
Keyword(s):  
Structural Equation ◽  
Manufacturing Firms ◽  
Equation Modeling ◽  
Just In Time ◽  
Total Quality ◽  
Content Type ◽  
Managerial Implications ◽  
Operations Performance ◽  
The Relationship ◽  
Practical Implications

Purpose – The purpose of this paper is to investigate the relationships among just-in-time (JIT), total quality management (TQM) and production operations performance (POP) based on the survey data from Chinese manufacturing firms, provide managerial implications of effectively implementing JIT and TQM for firms in developing countries. Design/methodology/approach – Questionnaires were collected from 173 Chinese manufacturing firms. Three hypotheses on the relationships among JIT, TQM and POP were first established based on literature review. Empirical study method of structural equation modeling using SPSS and AMOS as data processing tools is employed to test the hypotheses. Findings – The results show that, on one hand, JIT positively influences TQM and POP; on the other hand, although TQM also has positive relationship with POP, the relationship is not significant at a given significant level. Meanwhile, the author survey also shows that JIT and TQM have complementary relationship, i.e., JIT and TQM can benefit each other in a firm. Practical implications – TQM is a base of implementing JIT, it is valuable to concurrently implement JIT and TQM in manufacturing firms in order to improve the POP. Originality/value – It is believed that this research reveals new insights about the JIT and TQM implementation in Chinese manufacturing firms; it has practice value for firms to improve the implementation performance of JIT and TQM.

An extension to the EVLN model: the role of employees’ silence

2019 ◽  
Vol 17 (3) ◽  
pp. 266-282
Author(s):  
Ana Sabino ◽  
Fernanda Nogueira ◽  
Francisco Cesário
Keyword(s):  
Job Satisfaction ◽  
Structural Equation ◽  
Two Dimensions ◽  
Equation Modeling ◽  
Individual Response ◽  
Content Type ◽  
Employee Silence ◽  
Practical Implications ◽  
Different Levels

Purpose Individuals’ intentional responses to declining job satisfaction have been associated with the EVLN model. Employees’ silence, as an independent construct, can be understood as an individual, intentional and deliberate decision to retain important information for the organization. The purpose of this paper is to analyze employees’ silence, which can be understood as a fifth individual response to job satisfaction declining, along with the remaining four responses proposed in the EVLN model. It is proposed as an extension to the original model through the introduction of employee silence; the model is referred to as the EVLNS model. Design/methodology/approach The present study is quantitative, hypothetical-deductive, correlational and transversal. The sample is composed of 756 professionals working in the higher education sector. The paper used structural equation modeling (SEM) analyses to test its hypotheses. Findings Results showed that employees’ silence has a dual factorial structure, which is composed of an adhesion dimension and a rejection dimension. The study also finds that these two dimensions can be integrated as an extension of the original EVLN model. It is found that, although they are related, these dimensions also capture a certain degree of independence, with different levels of influence of job satisfaction. Practical implications An important implication is that silence is a complex phenomenon, suggesting that this is more than the simple absence of voice and may have different motives. Additionally, it is important to emphasize that job satisfaction can contribute to different individual responses and managers must act accordingly. Originality/value The study contributes to a better understanding of the individuals’ potential responses to declining job satisfaction through the extension of the original EVLN model with the introduction of a fifth response – the employees’ silence.

Examination of customer-centric measures among different types of customers in the context of major Canadian ski resort

2018 ◽  
Vol 30 (2) ◽  
pp. 438-459
Author(s):  
Matti J. Haverila ◽  
Kai Christian Haverila
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
A Priori ◽  
Equation Modeling ◽  
Marketing Practice ◽  
Content Type ◽  
Ski Resort ◽  
Different Types ◽  
Managerial Implications ◽  
Satisfaction Model

Purpose Customer-centric measures such as customer satisfaction and repurchase intent are important indicators of performance. The purpose of this paper is to examine what is the strength and significance of the path coefficients in a customer satisfaction model consisting of various customer-centric measures for different types of ski resort customer (i.e. day, weekend and ski holiday visitors as well as season pass holders) in a ski resort in Canada. Design/methodology/approach The results were analyzed using the partial least squares structural equation modeling approach for the four different types ski resort visitors. Findings There appeared to differences in the strength and significance in the customer satisfaction model relationships for the four types of ski resort visitors indicating that the a priori managerial classification of the ski resort visitors is warranted. Originality/value The research pinpoints differences in the strength and significance in the relationships between customer-centric measures for four different types ski resort visitors, i.e. day, weekend and ski holiday visitors as well as season pass holders, which have significant managerial implications for the marketing practice of the ski resort.

Understanding the differences of public and private self-service technology

2014 ◽  
Vol 28 (1) ◽  
pp. 60-70 ◽  
Author(s):  
Joel E. Collier ◽  
Daniel L. Sherrell ◽  
Emin Babakus ◽  
Alisha Blakeney Horky
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Equation Modeling ◽  
Public And Private ◽  
Content Type ◽  
Private And Public ◽  
Self Service ◽  
Self Service Technology ◽  
Individual Self ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, the paper explores how the dynamics of public and private self-service technology influence customers' decision to use the technology. Design/methodology/approach – Existing customers of private and public self-service technology were surveyed from the same industry. Using structural equation modeling, the authors examine how relevant self-service constructs influence evaluations and attitudes of customers across both settings. Findings – The analysis reveals that customers' control and convenience perceptions differ across public and private self-service technology. Additionally, customers placed a heavier emphasis on the hedonic or utilitarian evaluation of a service experience based on the type of self-service technology. Practical implications – For managers of self-service applications, understanding the unique differences of public and private self-service technology can aid in the implementation and adoption of the technology. By properly understanding the differences of the self-service types, managers can provide a beneficial experience to the customer. Originality/value – By identifying and describing two distinct categories of SSTs, this study allows managers and researchers to better understand how and why individuals choose to utilize individual self-service technologies. Through understanding the unique dynamics of a public and a private SST experience, retailers can determine the appropriate strategy for customer adoption based on the utilitarian or hedonic functions of the technology.

The effect of supplier development initiatives on purchasing performance: a structural model

2005 ◽  
Vol 10 (4) ◽  
pp. 289-301 ◽  
Author(s):  
Cristóbal Sánchez‐Rodríguez ◽  
David Hemsworth ◽  
Ángel R. Martínez‐Lorente
Keyword(s):  
Supply Chain ◽  
Structural Equation ◽  
Manufacturing Industry ◽  
Structural Model ◽  
Essential Element ◽  
Equation Modeling ◽  
Supplier Development ◽  
Manufacturing Companies ◽  
Content Type ◽  
Different Levels

PurposeSupply chain management is an increasingly important organizational concern, and proper management of supplier relationships constitutes one essential element of supply chain success. However, there is little empirical research that has tested the effect of supplier development on performance. The main objective is to analyze the effect of supplier development practices with different levels of implementation complexity on the firm's purchasing performance.Design/methodology/approachThree supplier development constructs were defined: basic supplier development, moderate supplier development, and advanced supplier development. Three structural models were hypothesized and tested using structural equation modeling through field research on a sample of 306 manufacturing companies in Spain.FindingsIdentified important interrelationships among the various supplier development practices, basic, moderate, and advanced. Also indicated that the implementation of supplier development practices significantly contributes to the prediction of purchasing performance.Research limitations/implicationsThe use of a single key informant could be seen as a potential limitation of the study. The study was a cross‐sectional and descriptive sample of the manufacturing industry at a given point in time. A more stringent test of the relationships between the different levels of supplier development and performance requires a longitudinal study, or field experiment.Practical implicationsThis study focused on supplier development practices and revealed how involving suppliers in supplier development activities is important and may help buyers to increase their purchasing performance. The findings from the structural analysis should provide practicing managers with insights on how these practices and their benefits are related in terms of purchasing performance, thus affecting their ability to make better sourcing decisions.Originality/valueFills an important gap in the purchasing literature with respect to the area of supplier development. While there is much written about supplier development based on conceptual and case study research, this study is unique in that it is the first attempt to empirically model the relationships between different levels of supplier development and their impact on purchasing performance using a comprehensive set of practices.

Deriving managerial implications through SERVQUAL gap elasticity in UAE banking

2018 ◽  
Vol 35 (4) ◽  
pp. 940-964 ◽  
Author(s):  
Mukesh Kumar ◽  
K.S. Sujit ◽  
Vincent Charles
Keyword(s):  
United Arab Emirates ◽  
Structural Equation ◽  
Service Providers ◽  
Traditional Approach ◽  
Equation Modeling ◽  
Relative Importance ◽  
Linear Regression Models ◽  
Content Type ◽  
Managerial Implications ◽  
The Right

Purpose The purpose of this paper is to propose the microeconomics concept of elasticity to estimate the SERVQUAL gap elasticity to derive important insights for service providers to develop the right strategies to bridge the overall gap in service. Design/methodology/approach The dimensions of SERVQUAL adopted from Parasuraman et al. (1988) and Kumar et al. (2009) are first verified for their unidimensionality using structural equation modeling and reliability in the context of United Arab Emirates banking industry. Furthermore, the technique of dominance analysis is used to derive the relative importance of dimensions for different groups of banks. Finally, the stepwise log-linear regression models are used to estimate the gap elasticity to measure the responsiveness of the overall SERVQUAL gap to a change in customers’ perception on different dimension. Findings The results reveal that the dimension which is prioritized as the most important dimension need not to be the one to be targeted under the resource constraint to react faster to the changes of customers’ banking behavior. Originality/value This is probably the first attempt to examine the service quality through gap elasticity. This method is especially useful when the traditional approach to measure relative importance of critical factors fails to clearly discriminate between two or more dimensions, which, in turn, may lead to failure in decision making to choose the right strategies to bridge the overall gap in the service.

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