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Perceived quality and service experience: mediating effects of positive and negative emotions
| Content Provider | Scilit |
|---|---|
| Author | Ribeiro, Manuel Alector Prayag, Girish |
| Copyright Year | 2018 |
| Description | Using the cognition-affect-behavior response system, this study examines the effects of three dimensions of perceived quality (service quality, food quality and restaurant atmospherics) and emotions on overall customer service experience in ethnic restaurants. The study builds on the gap in the literature with respect to the evaluation of perceived quality as a higher-order construct consisting of three dimensions. The baseline and two competing models are proposed and tested on a sample of 665 diners to Brazilian restaurants in the United Kingdom (UK). The findings revealed that all hypothesized relationships were statistically significant, except for the relationship between restaurant atmospherics and negative emotions. Only positive emotions mediated the effect of perceived quality on customer service experience. The findings have significant theoretical and managerial implications for service providers and encouraging diners to experience Brazilian restaurants in the UK. |
| Related Links | http://epubs.surrey.ac.uk/849426/1/Ribeiro-2018-PerceivedQualityandServiceExperience.pdf |
| Ending Page | 305 |
| Page Count | 21 |
| Starting Page | 285 |
| ISSN | 19368623 |
| e-ISSN | 19368631 |
| DOI | 10.1080/19368623.2018.1517071 |
| Journal | Journal of Hospitality Marketing & Management |
| Issue Number | 3 |
| Volume Number | 28 |
| Language | English |
| Publisher | Informa UK Limited |
| Publisher Date | 2019-04-03 |
| Access Restriction | Open |
| Subject Keyword | Journal: Journal of Hospitality Marketing & Management Tourism, Leisure, Sport and Hospitality Service Quality Food Quality Atmospherics Emotions Customer Experience Ethnic Restaurants |
| Content Type | Text |
| Resource Type | Article |
| Subject | Tourism, Leisure and Hospitality Management Management Information Systems Marketing |
