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

CHEN, Annie, PENG, Norman and HUNG, Kuang-peng (2015). 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, 27 (2), 236-260.

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Official URL: http://www.emeraldinsight.com/doi/abs/10.1108/IJCH...
Link to published version:: https://doi.org/10.1108/IJCHM-07-2013-0280
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    Abstract

    Purpose: 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. This paper examines diners’ luxury restaurant consumption behavior by incorporating diner expectations into a modified Mehrabian–Russell model. 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.

    Item Type: Article
    Research Institute, Centre or Group - Does NOT include content added after October 2018: Sheffield Business School Research Institute > Service Sector Management
    Identification Number: https://doi.org/10.1108/IJCHM-07-2013-0280
    Page Range: 236-260
    Depositing User: Annie Chen
    Date Deposited: 17 Dec 2015 14:07
    Last Modified: 18 Mar 2021 11:42
    URI: http://shura.shu.ac.uk/id/eprint/11049

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