Effects of service experience attributes on customer attitudes and behaviours: the case of New Zealand café industry

Zhang, Miao; Kim, Peter Beomcheol; Goodsir, Warren

doi:10.1080/19368623.2018.1493711

Cited by 38 publications

(34 citation statements)

References 55 publications

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“…Five out of five SBs identified the importance of having a premium product that rivals that of the national brands. Consistent with the findings of De Sá, de Paiva, Souki, and Moura (2017) [31] the most essential coffee product features included taste flavor, roasting point, and brew methods. Zhang et al (2019) [31] found that the rich taste of coffee was most notable for customer satisfaction.…”

Section: Theme 3: Premium Productssupporting

confidence: 84%

A Case Study of the Marketing Tools Coffee Shop Owners Use to Sustain Businesses

Adeleke¹

2020

OJBM

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The purpose of this multiple case study was to explore what marketing strategies some coffee shop owners use to sustain business operations during the first 5 years of operation. The targeted population consisted of 5 coffee shop owners in Arkansas who successfully implemented marketing strategies to sustain business operations during the first 5 years of operation. Goldsmith's 8Ps of marketing mix was the conceptual framework used in the study. Data were collected from semistructured interviews and a review of publicly available data and company websites. Data analysis occurred using the principles of the content analysis method, which included identifying codes and themes. Findings indicated owners of successful coffee shops were actively engaged in the day-today business operations and in the community; provided premium products; used social media for marketing, promotion, and branding; used competitive pricing; were precise about the location; provided exceptional customer service and personalization, and had points of marketing differentiation to promote their brand. The implications of this study for positive social change include the potential to support the welfare of the citizens of Arkansas, and owners of coffee shops across the United States that could provide independent coffee shop owners with marketing strategies necessary to sustain business operations, contribute to new job creation and regional economic sustainability.

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Section: Theme 3: Premium Productssupporting

confidence: 84%

A Case Study of the Marketing Tools Coffee Shop Owners Use to Sustain Businesses

Adeleke¹

2020

OJBM

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“…Ambience related attributes refer to the components such as atmosphere, décor, cleanliness, environment, comfort level, music and a sound level of robotic restaurants that customers had experienced. Ambience-related attributes are some of the indicators of the quality of restaurant experience (Ryu & Han, 2010;Ribeiro & Prayag, 2019); they have also a significant role in creating a memorable dining experience and influence customer satisfaction of restaurants (Zhang et al, 2019). According to the research findings, customers' words such as 'lovely ambience', 'nice ambience', 'good ambience' show that they generally liked the ambience of robotic restaurants.…”

Section: Ambience Related Attributesmentioning

confidence: 86%

“…It is stressed in the literature that from the ambiencerelated attributes acoustic conditions, lighting, appropriate temperature, cleanliness, and décor are the most significant components determining the dining experience (Jin et al, 2015). Therefore, creating and providing a dining area that offers a high standard of ambience to customers is vital for restaurant businesses (Zhang et al, 2019).…”

Section: Restaurant Dining Experiencementioning

confidence: 99%

“…As it is stated in the literature that quick service and helpfulness are the components of service quality in restaurant experience (Yrjölä et al, 2019). Moreover, service quality is regarded as a contributory factor in customer satisfaction and loyalty (Zhang et al, 2019). A few comments related to this theme are given below:…”

Section: "Being a Relatively New Concept The Restaurant Does Have Sementioning

confidence: 99%

“…The literature indicates that the dining experience of customers has a close relationship with restaurant attributes which are affecting customers' satisfaction and future behavioural intentions (Kwun & Oh, 2006;Chen & Hu, 2010). It is shaped by various factors such as restaurant's food-related attributes, service quality, the staff, ambience related attributes, location and the presence of other customers (Yrjölä et al, 2019;Zhang, Kim & Goodsir, 2019).…”

Section: Introductionmentioning

confidence: 99%

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Understanding the Robotic Restaurant Experience: A Multiple Case Study

Seyitoğlu¹,

Иванов²

2020

Preprint

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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. Following this aim, travellers who had experienced a robotic restaurant were purposefully selected as a sample group for the study. Since 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. The data of this study were gathered between 18-29 November 2019 from travellers’ reviews (n=587) describing experiences they had between February 2013-November 2019. The results reveal a model of components of robotic restaurant experience that include seven main themes: attraction for kids, robotic system, service quality, memorable experience, ambience related attributes, food related attributes (economic value and gastronomic aspects), and deficiencies (in robotic system, in service quality, in ambience related attributes and in food related attributes). This paper is 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.

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Effects of concealing vs. displaying prices on consumer perceptions of hospitality products

Kim

Jhang

Kim

et al. 2021

International Journal of Hospitality Management

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Effects of service experience attributes on customer attitudes and behaviours: the case of New Zealand café industry

Cited by 38 publications

References 55 publications

A Case Study of the Marketing Tools Coffee Shop Owners Use to Sustain Businesses

A Case Study of the Marketing Tools Coffee Shop Owners Use to Sustain Businesses

Understanding the Robotic Restaurant Experience: A Multiple Case Study

Effects of concealing vs. displaying prices on consumer perceptions of hospitality products

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