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

Impact of experience value on customer satisfaction of luxury hotel restaurant service

Taiwan Dongwah University, Hualien Department of Commerce Department, Taiwan Wuhu County, Wuhu University Department of Marketing and Logistics Management

(2002) We investigated the influence of environmental design on the value of experience (including investment return on consumption, excellent service, entertainment and aesthetics). However, the importance of customer value in consumer's meal experience and restaurant management is rarely experienced studies (Andersson and Mossberg, 2004; Jonsson, 2004). Jensen and Hansen (2007) pointed out that in researching consumer behavior of restaurant customers, the perceptions of customers' meal experiences are their inquiry behavior, whether they take a pleasant attitude and whether they think it is worth I found out that it depends on something. They measure customer value based on excellence, harmony, emotional stimulation, recognition and environmental value. In addition,

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wait. (2008) We investigated the correlation between customer value and satisfaction in time-sharing industry. Furthermore, Spark et al. (2008) and Jensen and Hansen (2007), future research will study the relationship between customer value, satisfaction and customer value related dimensions based on customer experience after serving food and tourism products He said. So customer value and satisfaction still exists

Abstract: It is attracting attention of academics and practitioners how the catering industry produces high quality service experience. Some scholars insist on creating high quality service encounters to increase customer satisfaction. However, in a recent survey, the hotel restaurant service has not been considered and it is necessary to understand the detailed implications of the customer's meal experience and the potential impact on customer satisfaction. Therefore, this research on service encounters and restaurant consumer behavior builds a comprehensive framework through literature review. Collect empirical data by questionnaire distributed to customers of luxury hotel restaurants. Empirical results show that catering environmental factors and interactions with service employees and other consumers have a positive impact on the value of consumer experience. Furthermore, only interaction with service representatives can directly affect consumer satisfaction.

Impact of experience value on customer satisfaction of luxury hotel restaurant service

The purpose of this study was to investigate how experiential values ​​and perceived quality affect customer satisfaction and customer longevity values. The main result is to provide future evidence that experiential value and perceived quality are positively correlated with customer satisfaction and customer lifetime value and that cruise passenger satisfaction is always influenced by customer experience value and perceptual quality is. In other words, the cruise company must give a good impression of high perceptual quality and experience value, and then achieve high customer satisfaction and customer lifetime value.

Therefore, based on previous studies and these observations the following assumptions are made. Experience value, customer satisfaction level, and customer service life value: H1: Experience value has a positive influence on customer satisfaction. H2: Experience value has a positive influence on the customer's lifetime value. Value of perceived quality, customer satisfaction, and customer service life: H3: Perceptual quality has a positive impact on customer satisfaction. H4: Perceptual quality has a positive impact on the customer's lifetime value. Customer Satisfaction and Value of Customer Life: H5: Customer satisfaction has a positive impact on the value of customer longevity