The effects of diningscape on customer satisfaction and word of mouth

Wai Ming To · Vincent W.S. Leung

11 citations0/0 files storedBritish Food Journal

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Consumer Retail Behavior Studies Customer Service Quality and Loyalty Culinary Culture and Tourism

Abstract

Purpose Restaurant dining is an important part of people's live, and the restaurant industry is one of the largest industries in the hospitality sector. Thus, this study explores the effects of restaurant diningscape on customer satisfaction and word of mouth. Design/methodology/approach Based on a literature review on restaurant servicescape and special functions of dining spaces, diningscape was conceptualized as a multidimensional construct. Data were collected from 378 restaurant patrons using snowball sampling in Macao, China. The validity and reliability of constructs were assessed using confirmatory factor analysis. Structural equation modeling was used to validate the proposed hypotheses between constructs. Findings Results showed that diningscape has a second-order factor structure consisting of five dimensions, namely food and drinks, service quality, servicescape, social functions and soundscape. Diningscape positively influences customer satisfaction and word of mouth. Practical implications Social function is the dominant factor of diningscape while female customers are more sensitive towards food and drinks, service quality, servicescape and soundscape. Thus, restaurants should not overcrowd their premises. Additionally, restaurants must strive to provide a wide variety of food and drinks, show service intimacy and be decorated specially with appropriate sonic environment as female customers can have a big influence on where to dine. Originality/value The study reveals that diningscape is multidimensional and shall be characterized in a holistic manner. Additionally, it helps restaurant managers to focus on the more important features, such as social functions, and food and drinks that customers value most.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 11 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2014A new criterion for assessing discriminant validity in variance-based structural equation modeling 1986Self-Reports in Organizational Research: Problems and Prospects 1977Estimating Nonresponse Bias in Mail Surveys 2001Consumer perceived value: The development of a multiple item scale 1984The Effect of Sampling Error on Convergence, Improper Solutions, and Goodness-of-Fit Indices for Maximum Likelihood Confirmatory Factor Analysis 2012The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions 2008Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.