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The purpose of this paper was to investigate the relationships between restaurant quality attributes and customer behavioral intentions.

An experimental design was chosen to provide a high level of internal validity. Three separate 3 × 2 factorial design experiments were conducted through 18 separate vignette scenarios for three levels of quality (below average, average and above average) of three common restaurant attributes (food, service and ambience) in two types of restaurants (quick service and upscale).

The results indicated that the type of restaurant moderated the relationship between restaurant service and ambience quality and customer behavioral intentions.

The results of this study suggest that management of quick-service and upscale restaurants should focus on food quality, but establish different resource allocation priorities with respect to service and ambience quality.

This study examined the linearity of the relationships between three common restaurant attributes (food, service and ambience) for three levels of quality (below average, average and above average) in two types of restaurants (quick service and upscale).

The purpose of this paper is to take an explanatory role and analyse the development of workspace ambiences in coworking spaces which optimise the chance of interactivity between individual users and leading towards cooperation. The paper thus offers a discussion on how the ambience that is tailored to a particular coworking space enhances the possibility of collaboration between two or more users of a selected workspace.

Ethnographically guided observations of six coworking spaces and qualitative interviews with their managers were used to gain an understanding of the workspace ambiences in coworking spaces. As direct measurement of the frequency of collaboration would be logistically profound, this paper rather explores the conditions for spontaneous or moderated interactivity between workspace users, which may be regulated by the creation of an optimal coworking space ambience.

The following paper defines the coworking space ambience as the look and the feel of a work environment which can arouse certain moods towards a particular place and its users. Coworking spaces may impose various approaches that not only attract potential workspace users and form initial ties between them but also produce a certain ambience that leads to collaborative action between users. The factors of spatial design need to be adapted, and engagement strategies need to be constructed to maximise the preferential output. The research behind the following paper concludes that the factors of spatial comfortability are an essential predisposition for workspace users to engage in cooperation with each other. Various mechanisms are needed to customise these engagements into cooperative action.

While the outcomes of sharing these environments have been periodically explored, no attempts have been made to investigate how coworking ambience is being created and implemented to optimise collaborative efforts of individuals who are sharing the workspace. For that reason, the audience of this paper should not only be limited to academics but may also be suitable for managers and office-space operators seeking to understand dynamics of collaboration within new types of shared office spaces.

In service sector, measuring quality of services is generally acknowledged to be difficult as it involves many psychological features. Hence, identifying the determinants of service quality and linkages with customer satisfaction is a challenging research topic. In this study, the authors take up a research study to address this challenge. The purpose of this paper is to examine the importance of factors influencing customer satisfaction in the context of a Chinese buffet restaurant in the UK.

The authors use a questionnaire based on the SERVQUAL instrument for the purpose. Using exploratory and confirmatory factor analyses, the authors have found that service quality could be grouped into four main factors – service, food, ambience and price.

Using multiple-regression analysis, the authors have found that food is the most significant factor influencing customer satisfaction, followed by price, ambience and service, respectively. Using a multi-group analysis, the authors have found interesting moderating roles of age, gender and annual income on the influence of the four factors on satisfaction: ambience is considered significant by male customers while it is not significant for female customers; the influence of price on satisfaction is much higher for female customers than for male customers; food and service factors are important for younger customers while price is important for older customers; price is important for customers with lower levels of income but not important for high-income customers.

These results are useful to restaurant managers in allocating appropriate levels of resources to different factors based on their contributions to customer satisfaction in order to maximize customer satisfaction efficiently and effectively.

Analysis and findings of this research are based on the customers’ survey data of a Chinese buffet restaurant in the UK. The authors have found an interesting ranking of the importance of service factors: food followed by price, ambience and service. The results on the moderating role of customer characteristics provide newer insights in the literature on service quality. The research findings can help the hotel management to improve their service levels to attain maximum customer satisfaction.

This empirical study aims to investigate the potential of customer experiences in the tourism industry to influence emotions and thus create positive mental imprints.

This investigation tests a conceptual model for what leaves positive mental imprints and analyzes the results of the survey to test the hypotheses. Further, the rather uncommon setting, a winter amusement park in Norway, helps to increase the external validity.

One interesting discovery with practical implications for management is that both ambience factors – light, sound, and smells – and interaction among customers have significance for customers' positive emotions.

There is a need for further research to clarify the distinction between design and ambience factors.

Both ambience and interaction between customers are very important for successfully providing positive customer experiences.

Responding to the need to focus on the different aspects relating to customer experiences and emotions within the framework of tourism, this study tests an original model in an uncommon setting, thus contributing to the external validity of these claims.

With the growing popularity of social media, it has become common practice for consumers to write online reviews to share their opinion and experience as well as consider others' reviews to inform purchase decision-making. This study investigated how online review sentiments towards four key aspects (food, service, ambience and price) change after a restaurant is awarded a Michelin Star to shed light on how the award of a Michelin Star affects online reviews as well as what factors contribute to positive online restaurant reviews.

The authors conducted a sentiment analysis of online restaurant reviews on TripAdvisor. A total of 8,871 English-written reviews from 87 restaurants located in Europe were extracted using a web crawler developed by Beautiful Soup, and data were then processed using Semantria.

The study findings revealed that overall sentiments decreased after restaurants were awarded a Michelin Star, in which service sentiment was the most affected aspect, followed by food and ambience. Yet, price sentiment showed a prominent increase. This provides valuable insights for Michelin-starred restaurant operators and owners to create a unique and compelling gastronomic experience that triggers positive online reviews.

The results of this study argue that consumers tend to hold higher expectations for this type of upscale restaurants given its recognition and quality assurance, so they are more likely to have negative feelings when their expectations are disconfirmed. Therefore, restaurants should continuously improve their food and service while paying attention to small details such as ambience, through creativity and innovation. Also, high-end restaurants, especially Michelin-starred restaurants, usually have the edge in premium pricing, yet competitive pricing may backfire considering its perceived luxurious values.

This study analyzed changes in customer sentiments when a restaurant is awarded a Michelin Star through text analytics. Through the lens of online restaurant reviews, the study findings contribute to identifying aspects that are most or least affected by the award of a Michelin Star as well as highlight the role of ambience in customer satisfaction which might have been overlooked in previous studies.

隨著社交媒體日趨普及，消費者出現一種常見的做法，就是在網上書寫評論，分享他們的意見和體驗，他們也會參考其他消費者的評論，以在購物時能作出知情決定。本研究擬探討當餐館獲得米其林星級時，消費者對它們在四個主要方面 (即食物、服務、情調和價格) 的網上評價會如何改變。我們藉此能更容易了解、餐館獲得米其林星級會如何影響其網上評論，以及是哪些因素、會為這些餐館帶來正面的網上評價。

我們對貓途鷹平台上的網上餐館評論進行情感分析。透過BeautifulSoup 研發的網絡爬蟲，我們取出位於歐洲87間餐館、共8,871個以英文書寫的評論，並把這些數據以Semantria加以處理。

研究結果顯示、當餐館獲得米其林星級時，顧客的整體情緒會下降，而其中最受影響的是服務情懷，其次是食物和情調; 但價格情緒卻有明顯的上升。這研究結果給獲得米其林星級餐館的經營者及其東主提供寶貴的啟示，讓他們了解如何為顧客創造一個可帶來正面網上評價的獨特而難忘的美食體驗。

本研究透過文本挖掘、去分析當餐館獲得米其林星級時，顧客情緒會如何改變; 透過網上餐館評論這面透視鏡子，本研究得到的結果、幫助我們確定米其林星級的聲譽所影響最大和最小的是哪些方面，以及讓我們更深入了解餐館的情調在顧客滿意程度上所扮演的角色，而這個角色在過去的研究中似被忽視。

本研究的結果提供了論據、證明由於消費者對擁有相關的認可和品質保證的這類高檔餐館一般予以較高的期望，故當他們發現期望與現實不符時，他們更容易產生負面的情緒; 因此，餐館在關注如情調方面的細節的同時，也應透過創造力和新觀念、去不斷改善他們提供的食物素質和服務水平; 而且，高檔餐館，尤其是獲得米其林星級的餐館，通常在溢價定價方面享有優勢，但當考慮到感知的奢華價值時，具競爭力的價格或會為餐館帶來反效果。

The purpose of this paper is to establish a framework for millennials’ museum visiting behaviour and to explore the moderating effects of aesthetics and ambience for visiting art museums. This study uses the Stimulus–Organism–Response (S–O–R) model (Mehrabian and Russell, 1974) in order to confirm the relationship among variables.

The data were collected using online surveys from millennial art museum visitors who had visited a museum within three months. In all, 287 responses were collected. Structural equation modelling was used to analyse the model.

Korean millennial visitors pursue hedonic value rather than utilitarian value when they visit art museums. It turns out that hedonic value accelerates visitor satisfaction and promotes visitor loyalty more than utilitarian value in the art museum setting. Both ambiance and aesthetics play stimulating roles in the art museum context and moderate the relationships among visitor-perceived value, satisfaction and loyalty. Utilitarian values are identified as unimportant elements for young Korean museumgoers.

Ambiance and aesthetic factors play important roles in promoting art museum visits. An art museum may elevate its atmospheric factors by emphasising the visit’s fun value (i.e. hedonic value) for millennials.

This study expands on previous studies concerning conceptualization of multidimensional constructs of millennials’ value for experience of arts museums in terms of aesthetics and ambiance. The results also confirm the value of the S–O–R framework in an art museum context.

The COVID-19 pandemic has prompted the fast growth of online music festivals. This paper explores how festivalgoers' experience affects their satisfaction and drives their loyalty to re-attend online music festivals in China.

Based on an understanding of the music festival experience and the characteristics of live-streamed performances, this paper investigates five factors that affect festivalgoers' satisfaction and loyalty, namely the music experience, ambience experience, separation experience, social experience and novelty experience. The relationships between festivalgoers' experience, satisfaction and loyalty are also explored using structural equation modelling techniques.

The empirical results suggest that four of the above-mentioned five factors of the online music festival experience directly affect festivalgoers' satisfaction and loyalty. The online mode is a rapid adaptation of and preferred alternative to offline music festivals, whilst the creation of the experience, along with satisfaction with and loyalty to the online music festival, are determined by different factors compared to offline modes. Overall festival satisfaction positively enhances the relationship between festivalgoers' experience and loyalty to online music festivals.

This study offers a range of practical and managerial implications for organisers of online music festival, similar activities such as live-streaming concerts and stage performances and hybrid events.

This study explores a phenomenon that has evolved quickly since COVID-19 and will, potentially, have an ongoing and enduring impact on the music festival sector. It differentiates the understanding of festivalgoers' experience in online and offline modes, which is a new addition to the literature. It also enriches the theoretical understanding of the experience of, satisfaction with and loyalty to online music festivals.

The first purpose of this study is to identify the suitability of a framework that includes ADEPT (i.e. ambience, delivery, environment, product and technology) service quality constructs, distinct perceived value and customer satisfaction. The second purpose is to not only observe specified connectivity in a comprehensive and complex structural model but also reveal key mediators for better linkages. The third purpose is to detect any moderating effects of the knowledge-learning experience between ADEPT constructs and satisfaction.

The causal relationships, mediating effects and moderating effects were analyzed using partial least squares-based structural equation modeling (PLS-SEM).

Based on the ADEPT value-added framework, the higher the ADEPT service quality constructs, the more satisfied the general attendees are through the distinct mediating role of perceived value. Moreover, the influence of service delivery on satisfaction is strengthened with high-level knowledge-learning experiences.

The optimized fit of the ADEPT service quality constructs that are significantly linked to distinct perceived value was theoretically conceptualized and empirically identified in this work. The complex connections and degrees of significant influence throughout the entire process of the ADEPT constructs, distinct perceived value and satisfaction serve here as the basis (i.e. framework) for establishing strategic marketing management in exhibitions. Furthermore, the knowledge-learning experience acts as a key moderator to further increase satisfaction.

The purpose of this study is to explore the factors influencing the happiness of customers of two global coffee food chains through qualitative research in the post pandemic era. Unlike existing studies, this study will compare and examine the differential points between two global coffee food chains so that others can improve their strategies to improve their competitiveness.

It is qualitative research employing sentiment analysis through “Sprinkler Software” to assess the sentiment of customers of Starbucks and Barista followed by focus interviews through the same customers who have visited both Starbucks and Barista.

The results showed that most important factors which motivate customers and make them happy to go for “Starbucks” or “Barista” are ambience, store location, quality of product offerings and service quality. Value for money, quality of products and service quality are the top three variables affecting the customers and have rated Starbucks better than Barista on these parameters. The happiness level of the same customers who have visited both the coffee chains is more with Starbucks compared to Barista.

This research contributes to better understanding the effects of different marketing strategies adopted by coffee chain stores and can provide direction to Barista and other coffee chains. The stimulus-organism-response (SOR) model in coffee chain store application is an additional contribution to existing knowledge.

• Most important factors which motivate customers and make them happy to go for “Starbucks” or “Barista” are ambience, store location, quality of product offerings and service quality.

• Value for money, quality of products and service quality are the top three variables affecting the customers and have rated Starbucks better than Barista on these parameters.

• The happiness level of the same customers who have visited both the coffee chains are more with Starbuck compared to that of Barista.

• This is significant and can give direction to Barista and other coffee chains through learning from this research.

• Using the extended SOR model, we explain the variation in response in the happiness level of customers of two coffee chains.

• In order to give an insight into the strategies adopted by Starbucks and Barista in emerging markets, a comparison of the happiness levels of clients of both coffee chains is presented.

• This original research can help coffee chains improve their return on investment.

• The SOR model in coffee chain store application is an additional contribution to existing knowledge.

Most important factors which motivate customers and make them happy to go for “Starbucks” or “Barista” are ambience, store location, quality of product offerings and service quality.

Value for money, quality of products and service quality are the top three variables affecting the customers and have rated Starbucks better than Barista on these parameters.

The happiness level of the same customers who have visited both the coffee chains are more with Starbuck compared to that of Barista.

This is significant and can give direction to Barista and other coffee chains through learning from this research.

Using the extended SOR model, we explain the variation in response in the happiness level of customers of two coffee chains.

In order to give an insight into the strategies adopted by Starbucks and Barista in emerging markets, a comparison of the happiness levels of clients of both coffee chains is presented.

This original research can help coffee chains improve their return on investment.

The SOR model in coffee chain store application is an additional contribution to existing knowledge.

The purpose of this study is to investigate the robotic restaurant experience of travellers around the world and understand the components of robotic restaurant experience.

Travellers who had experienced a robotic restaurant were purposefully selected as a sample group for the study. As the robotic restaurants are limited around the world, multiple case study method has been chosen to gather richer data. A user-generated content technique which is a form of qualitative case study method has been benefited to gather data from travellers’ reviews.

The results reveal a model of components of robotic restaurant experience that include six main themes: attraction for kids, robotic system, memorable experience, ambience related attributes, food related attributes (economic value and gastronomic aspects) and deficiencies (in robotic system, in ambience related attributes and in food related attributes).

This paper is one of the first to investigate the robotic restaurant experience of travellers around the world. Moreover, it contributes to the research on restaurant experience and offers a model of components of the robotic restaurant experience.