Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants

How the catering industry creates a high quality service experience has attracted the attention of scholars and practitioners. 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. Environmental factors of restaurants and interactions with other consumers indirectly and positively influence consumer satisfaction through empirical value. Finally, with regard to marketing and development programs, the results of this survey can help to improve the physical appeal of luxury hotel restaurants being inspected.

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

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.