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The effects of luxury restaurant environments on diners’ emotions and loyalty: Incorporating diner expectations into an extended Mehrabian-Russell model

Annie Chen (Marketing and Business Strategy Department, University of Westminster, London, UK)
Norman Peng (University of Westminster, London, United Kingdom)
Kuang-peng Hung (Department of Business Administration, Ming Chuan University, Taipei, Taiwan)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 16 March 2015

Abstract

Purpose

This paper aims to examine diners’ luxury restaurant consumption behavior by incorporating diner expectations into a modified Mehrabian–Russell model. Consumers dine at luxury restaurants for reasons beyond fulfilling basic needs. However, little is known about the factors that contribute to diners’ emotions and loyalty toward luxury restaurants.

Design/methodology/approach

To examine the proposed six hypotheses, qualitative and quantitative studies were performed. Following exploratory qualitative research, 310 consumers who dined at Taiwan’s five-star hotel restaurants were recruited for the main study. Data were analyzed using structural equation modeling.

Findings

The results show that restaurants’ stimuli influence diners’ positive and negative emotions (organisms), which, in turn, affect their loyalty toward luxury restaurants (responses). Furthermore, customers with different levels of expectation react differently to stimuli.

Practical implications

This study offers new empirical support for the proposition that diner expectation plays a role in building customer loyalty and, thereby, shades both theoretical and managerial understanding of the luxury restaurant consumption process.

Originality/value

This study conceptualizes diners’ loyalty toward luxury restaurants (e.g. revisiting and recommending luxury restaurants) by examining the influence of restaurants’ stimuli, diners’ emotions and customers’ expectations toward luxury restaurants. Additionally, this study offers some managerial implications for practitioners.

Keywords

Citation

Chen, A., Peng, N. and Hung, K.-p. (2015), "The effects of luxury restaurant environments on diners’ emotions and loyalty: Incorporating diner expectations into an extended Mehrabian-Russell model", International Journal of Contemporary Hospitality Management, Vol. 27 No. 2, pp. 236-260. https://doi.org/10.1108/IJCHM-07-2013-0280

Publisher

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Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited