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How luxury restaurants will enhance the concept of guest delight

Padma Panchapakesan (School of Tourism, Hospitality, and Events, Taylor's University-Lakeside Campus, Subang Jaya, Malaysia)
Muslim Amin (School of Management and Marketing, Faculty of Business and Law, Taylor’s University-Lakeside Campus, Subang Jaya, Malaysia)
Halimin Herjanto (H-E-B School of Business and Administration, University of the Incarnate Word, San Antonio, Texas, USA)

Journal of Hospitality and Tourism Insights

ISSN: 2514-9792

Article publication date: 8 February 2021

Issue publication date: 6 April 2022

837

Abstract

Purpose

The objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the mediating effect of guest delight in the relationship between service excellence and guest affective commitment.

Design/methodology/approach

Data were collected from 270 guests with a response rate of 67.5%. SmartPLS software was used for data analysis.

Findings

The findings indicate that service excellence and guest delight had increased guest affective commitment to the luxury restaurant. It has been determined that guest delight acts as a mediator between service excellence and guest affective commitment.

Practical implications

Providing a high level of service excellence and delighting, thereby encouraging luxury guests to have a high level of commitment to the restaurant. Therefore, luxury guests' expectations must be exceeded to obtain their commitment to the restaurant.

Originality/value

This research study provides a substantial contribution to the hospitality literature by providing a significant concept of guest delight that can offer the opportunity to establish a new understanding of guest affective commitment in the luxury restaurant context.

Keywords

Citation

Panchapakesan, P., Amin, M. and Herjanto, H. (2022), "How luxury restaurants will enhance the concept of guest delight", Journal of Hospitality and Tourism Insights, Vol. 5 No. 2, pp. 311-330. https://doi.org/10.1108/JHTI-10-2020-0198

Publisher

:

Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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