The effects of teppanyaki restaurant stimuli on diners’ emotions and loyalty
The effects of teppanyaki restaurant stimuli on diners’ emotions and loyalty
复制标题
DOI：
10.1016/j.ijhm.2016.09.010
复制
发表时间：
2017
影响因子：
11.7
通讯作者：
N. Peng;Annie Chen;K. Hung
中科院分区：
文献类型：
--
作者：
N. Peng;Annie Chen;K. Hung
这项研究考察了餐馆刺激的影响（即，厨师、服务人员、其他顾客、食物质量和气氛）对食客的情绪和对铁板烧餐厅的忠诚度的影响。inteppanyakistrestaurants，厨师从食客的订单，准备食物在食客面前，并提供菜肴给食客。虽然厨师的重要性已经被学者们所认可，但关于厨师对食客影响的实证研究却一直很少见。为了补充有关厨师如何影响食客的文献，本研究将“厨师形象”纳入扩展的梅赫拉比安-拉塞尔模型（M-R模型）中，以概念化食客对toteppanyakistorns的忠诚度。共招募了308名台湾食客。本研究在检视完问卷后，发现厨师形象、服务品质、食物品质会影响用餐者的正面与负面情绪。此外，其他食客和餐厅气氛只影响食客的负面情绪。积极和消极的情绪都会影响食客对铁板烧餐厅的忠诚度。此外，本研究的管理意义进行了讨论。
This research examines the influence of restaurant stimuli (i.e., chefs, service staff, other customers, food quality, and atmospherics) on diners’ emotions and loyalty toteppanyakirestaurants. Inteppanyakirestaurants, chefs take orders from diners, prepare food in front of diners, and serve dishes to diners. Although the importance of chefs has been acknowledged by scholars, empirical research on the influence of chefs on diners has been scarce. To augment the literature on how chefs influence diners, this research incorporates “chef’s image” into an extended Mehrabian-Russell model (M-R model) to conceptualize diner loyalty toteppanyakirestaurants. A total of 308 diners from Taiwan were recruited. After examining their completed questionnaires, this study found that chef’s image, service quality, and food quality can affect the positive and negative emotions of diners. Moreover, other diners and restaurant atmospherics affect only the negative emotions of diners. Both positive and negative emotions can affect diner loyalty toteppanyakirestaurants. In addition, the managerial implications of this study are discussed.