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

International Journal of Hospitality Management 28 (2009) 586–593

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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 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

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