The effects of luxury restaurant environments on diners’ emotions and loyalty incorporating diner expectations into an extended mehrabian-russell model

International Journal of Contemporary Hospitality Management

Volumn 27, Issue 2, 2015, Pages 236-260

  Chen, Annie ^a   Peng, Norman ^a   Hung, Kuang Peng ^b  

^a UNIVERSITY OF WESTMINSTER   (United Kingdom)

^b MING CHUAN UNIVERSITY   (Taiwan)

Author keywords

Diner expectations; Diners emotions and loyalty; Emotions; Luxury restaurant; Restaurant environment

Indexed keywords

EID: 84926014276     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/IJCHM-07-2013-0280     Document Type: Article

References (59)

1. Alleres, D. (1990), Luxe-Strategies Marketing, Economica, Paris.
2. Anderson, J.C. and Gerbing, D.W. (1988), “Structural equation modelling in practice: a review and recommended two-step approach”, Psychological Bulletin, Vol. 103 No. 3, pp. 411-423.
3. Bagozzi, R. (1983), “A holistic methodology for modelling consumer response to innovation”, Operations Research, Vol. 31 No. 1, pp. 128-176.
4. Bagozzi, R. and Yi, Y. (1988), “On the evaluation of structural equation model”, Journal of the Academy of Marketing Science, Vol. 16 No. 1, pp. 74-94.
5. Baker, J. and Cameron, M. (1996), “The effects of the service environment on affect and consumer perception of waiting time: an integrative review and research propositions”, Journal of the Academy of Marketing Science, Vol. 24 No. 4, pp. 338-349.
6. Bell, S. and Menguc, B. (2002), “The employee-organization relationship, organizational citizenship behaviors, and the superior service quality”, Journal of Retailing, Vol. 78 No. 2, pp. 131-146.
7. Berthon, P.R., Pitt, L., Parent, M. and Berthon, J.-P. (2009), “Aesthetics and ephemerality: observing and preserving the luxury brand”, California Management Review, Vol. 52 No. 1, pp. 45-66.
8. Breiter, D. and Milman, A. (2006), “Attendees’ needs and service priorities in a large convention center: application of the importance-performance theory”, Tourism Management, Vol. 27 No. 6, pp. 1364-1370.
9. Brocato, E.D., Voorhees, C.M. and Baker, J. (2012), “Understanding the influence of cues from other customers in the service experience: a scale development and validation”, Journal of Retailing, Vol. 88 No. 3, pp. 384-398.
10. Chadha, R. and Husband, P. (2006), The Cult of the Luxury Brand: Inside Asia’s Love Affair with Luxury, Nicholas Brealey International, London.
11. Devlin, J.F., Gwynne, A.L. and Ennew, C.T. (2002), “The antecedents of service expectations”, Service Industries Journal, Vol. 22 No. 4, pp. 117-136.
12. Fornell, C. and Larcker, D. (1981), “Evaluating structural equation models with unobservable variables and measurement errors”, Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50.
13. Gardyn, R. (2002), “Oh, the good life”, American Demographics, Vol. 24 No. 10, pp. 31-35.
14. Hackley, C. (2003), Doing Research Projects in Marketing, Management and Consumer Research, Routledge, London.
15. Han, H., Back, K.-J. and Barrett, B. (2009), “Influencing factors on restaurant customers’ revisit intention: the roles of emotions and switching barriers”, International Journal of Hospitality Management, Vol. 28 No. 4, pp. 563-572.
16. Han, Y.J., Nunes, J.C. and Dreze, X. (2010), “Signaling status with luxury goods: the role of brand prominence”, Journal of Marketing, Vol. 74 No. 4, pp. 15-30.
17. Harrington, R.J., Ottenbacher, M.C. and Kendall, K.W. (2011), “Fine-dining restaurant selection: direct and moderating effects of customer attributes”, Journal of Foodservice Business Research, Vol. 14 No. 3, pp. 272-289.
18. Huang, S. and Hsu, C.H.C. (2009), “Effects of travel motivation, past experience, perceived constraint, and attitude on revisit intention”, Journal of Travel Research, Vol. 48 No. 1, pp. 29-44.
19. Hung, K.P., Chen, A.H., Peng, N., Hackley, C., Tiwsaku, A.R. and Chou, C.L. (2011), “Antecedents of luxury brand purchase intention”, Journal of Product & Brand Management, Vol. 20 No. 6, pp. 456-467.
20. Hung, K.P., Chen, A. and Peng, N. (2014), “Taking dogs to tourism activities: incorporating attachment into a pet-related constraint-negotiation model”, Journal of Hospitality and Tourism Research.
21. Jang, S. and Namkung, Y. (2009), “Perceived quality, emotions, and behavioural intentions: application of an extended Mehrabian-Russell model to restaurants”, Journal of Business Research, Vol. 62 No. 4, pp. 451-460.
22. Jeon, S.M. and Hyun, S.S. (2012), “Examining the influence of casino attributes on baby boomers’ satisfaction and loyalty in the casino industry”, Current Issues in Tourism, Vol. 16 No. 4, pp. 343-368.
23. Jolson, M.A., Anderson, R.E. and Leber, N.J. (1981), “Profiles of signature goods consumers and avoiders”, Journal of Retailing, Vol. 57 No. 4, pp. 19-38.
24. Jurowski, C. and Gursoy, D. (2004), “Distance effects on residents’ attitudes toward tourism”, Annals of Tourism Research, Vol. 31 No. 2, pp. 296-312.
25. Kaltcheva, V.D. and Weitz, B.A. (2006), “When should a retailer create an exciting store environment”, Journal of Marketing, Vol. 70 No. 1, pp. 107-118.
26. Kincaid, C., Baloglu, S., Mao, Z. and Busser, J. (2010), “What really brings them back? The impact of tangible quality on affect and intention for casual dining restaurant patrons”, International Journal of Contemporary Hospitality Management, Vol. 22 No. 2, pp. 209-220.
27. King, S.C. and Meiselman, H.L. (2010), “Development of a method to measure consumer emotions associated with foods”, Food Quality and Preference, Vol. 21 No. 2, pp. 168-177.
28. King, S.C., Meiselman, H.L. and Carr, B.T. (2010), “Measuring emotions associated with foods in consumer testing”, Food Quality and Preference, Vol. 21 No. 8, pp. 1114-1116.
29. Kline, R.B. (2005), Principles and Practices of Structural Equation Modeling, 2nd., The Guilford Press, New York, NY.
30. Koo, D.M. and Ju, S.H. (2010), “The interactional effects of atmospherics and perceptual curiosity on emotions and online shopping intention”, Computers in Human Behavior, Vol. 26 No. 3, pp. 377-388.
31. Kotler, P. (1973), “Atmospherics as a marketing tool”, Journal of Retailing, Vol. 49 No. 4, pp. 48-64.
32. Kwun, D.J.W. and Oh, H. (2006), “Past experience and self-image in fine dining intentions”, Journal of Foodservice Business Research, Vol. 9 No. 4, pp. 3-23.
33. Lee, J.H. and Hwang, J. (2011), “Luxury marketing: the influences of psychological and demographic characteristics on attitudes toward luxury restaurants”, International Journal of Hospitality Management, Vol. 30 No. 3, pp. 658-669.
34. Lehto, X., O’Leary, J. and Morrison, A. (2004), “The effect of prior experience on vacation behaviour”, Annals of Tourism Research, Vol. 31 No. 4, pp. 801-818.
35. Liu, Y. and Jang, S. (2009), “The effects of dining atmospherics: an extended Mehrabian-Russell model”, International Journal of Hospitality Management, Vol. 28 No. 4, pp. 494-503.
36. Mehrabian, A. and Russell, J.A. (1974), An Approach to Environmental Psychology, MIT Press, Cambridge, MA.
37. Mintel (2011), “Luxury goods retailing-global-august 2011”, available at: http://academic.mintel.com/sinatra/oxygen_academic/search_results/show&&typeRCItem&sortrelevant&accessinaccessible&archivehide&listsearch_results/display/id 545367(accessed 10 June 2011).
38. Nueno, J.L. and Quelch, J.A. (1998), “The mass marketing of luxury”, Business Horizons, Vol. 41 No. 6, pp. 61-68.
39. Oliver, R.L. (1999), “Whence consumer loyalty?”, Journal of Marketing, Vol. 63 No. 4, pp. 33-44.
40. Ong, F.S. and Khong, K.W. (2011), “The effects of mall atmospherics and convenience on flow: a study of shoppers in Malaysia”, The Business & Management Review, Vol. 1 No. 2, pp. 78-87.
41. Ong, F.S., Khong, K.W., Faziharudean, T.M. and Dai, X. (2012), “Path analysis of atmospherics and convenience on flow: the mediation effect of brand affect and brand trust”, The International Review of Retail, Distribution and Consumer Research, Vol. 22 No. 3, pp. 277-292.
42. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “Servqual: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
43. Peng, N. and Chen, A.H. (2012), “Consumer perspectives of cultural branding: the case of Burberry in Taiwan”, Journal of Brand Management, Vol. 19 No. 4, pp. 318-330.
44. Roberts, F. (2012), “Luxury remains resilient in the face of economic turbulence”, available at: http://blog.euromonitor.com/2012/10/luxury-remains-resilient-in-the-face-of-economic- turbulence.html (accessed 13 October 2012).
45. Ryan, C. and Cliff, A. (1997), “Do travel agencies measure up to customer expectation? An empirical investigation of travel agencies’ service quality as measured by SERVQUAL”, Journal of Travel and Tourism Marketing, Vol. 6 No. 2, pp. 1-31.
46. Ryu, K., Lee, H.R. and Kim, G. (2012), “The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions”, International Journal of Contemporary Hospitality Management, Vol. 24 No. 2, pp. 200-223.
47. Shankar, A., Elliott, R. and Goulding, C. (2001), “Understanding consumption: contributions from a narrative perspective”, Journal of Marketing Management, Vol. 17 Nos 3/4, pp. 429-453.
48. Silverstein, M.J. and Fiske, N. (2003), “Luxury for the masses”, Harvard Business Review, Vol. 81 No. 4, pp. 48-57.
49. Sobel, M.E. (1982), “Asymptotic confidence intervals for indirect effects in structural equation models”, in Leinhardt, S. (Ed.), Sociological Methodology, American Sociological Association, Washington, DC, pp. 290-312.
50. Sullivan, A. (2009), “Luxury brands covet the recession-proof”, available at: www.nytimes.com/2008/03/07/style/07iht-mluxe.1.10800096.html (accessed 5 November 2009).
51. Tai, S.H.C. and Fung, A.M.C. (1997), “Application of an environmental psychology model to in-store buying behaviour”, The International Review of Retail, Distribution and Consumer Research, Vol. 7 No. 4, pp. 311-337.
52. Taiwan Tourism Bureau (2012), “Hospitality and bed and breakfast database management system”, available at: http://hotelhomestay.tbroc.gov.tw/index.jsp (accessed 31 October 2012).
53. Westbrook, R.A. (1987), “Product/consumption-based affective responses and postpurchase processes”, Journal of Service Marketing, Vol. 24 No. 3, pp. 258-270.
54. Wong, I.A. and Dioko, L(D)A.N. (2013), “Understanding the mediated moderating role of customer expectations in the customer satisfaction model: the case of casinos”, Tourism Management, Vol. 36, pp. 188-199.
55. Wood, Z. (2009), “Recession? That’s so last year: luxury goods sector is back in fashion”, available at: www.guardian.co.uk/business/2009/jun/23/luxury-goods-defy-recession (accessed 5 November 2009).
56. Wu, C.H.J. and Liang, R.D. (2009), “Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants”, International Journal of Hospitality Management, Vol. 28 No. 4, pp. 586-593.
57. Yi, Y. and La, S. (2004), “What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty”, Psychology & Marketing, Vol. 21 No. 5, pp. 351-373.
58. Yuksel, A. (2007), “Tourist shopping habitat: effects on emotions, shopping value and behaviours”, Tourism Management, Vol. 28 No. 1, pp. 58-69.
59. Ryu, K., Han, H. and Jang, S. (2010), “Relationships among hedonic and utilitarian values, satisfaction and behavioural intentions in the fast-casual restaurant industry”, International Journal of Contemporary Hospitality Management, Vol. 22 No. 3, pp. 416-432.