Journal Article


A multilevel synthesis of subjective and objective measures of foodservices in the experience process

Abstract

This study develops a multilevel framework that connects customer-to-customer (C2C) interaction quality to brand attachment through customer experience. Two food traits—uniqueness and taste—and service quality are posited to play different roles in this link. This research contributes to the literature on the effects of food traits and service on the experience creation process at upscale restaurants. By including both objective measures from user-generated ratings and subjective measures from customer evaluations of restaurant dining, this research sheds new light on the cross-level direct and moderating effects on the experience creation process, and thus answers the question of when and how this process is contingent on food traits and service of different dining outings. It further contributes to the brand attachment literature by revealing the cross-level moderated mediating effect of customer experience on customer emotional connection to a restaurant brand.



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Embargo end: 2023-03-14

Authors

Wen HuiJun
Wong IpKin
Kim, Seongseop (Sam)
Badu-Baiden, Frank
Ji Mingjie (Kate)

Oxford Brookes departments

Oxford School of Hospitality Management

Dates

Year of publication: 2021
Date of RADAR deposit: 2021-08-27


Creative Commons License This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License


Related resources

This RADAR resource is the Accepted Manuscript of A multilevel synthesis of subjective and objective measures of foodservices in the experience process

Details

  • Owner: Joseph Ripp
  • Collection: Outputs
  • Version: 1 (show all)
  • Status: Live