| Article ID | Journal | Published Year | Pages | File Type |
|---|---|---|---|---|
| 5108219 | International Journal of Hospitality Management | 2017 | 9 Pages |
Abstract
The aim of this research is to propose and test a comprehensive research model to understand the influence of food quality, service quality, ambiance, and value on consumer WTP in negative service encounters. Using DINESERV as the theoretical background, a mixed methodology (ANOVA and structural equation modeling) was utilized for the study using a between-subjects experimental design. Data was collected using an online survey from students (Study 1) as well as restaurant consumers (Study 2). The structural equation modeling provided evidence for the arguments that food quality, ambiance, and value are significant predictors of customer WTP in a negative restaurant service encounter. Theoretical and managerial implications were discussed.
Related Topics
Social Sciences and Humanities
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Strategy and Management
Authors
Anupama Sukhu, Anil Bilgihan, Soobin Seo,