Understanding the Relationship Between Physical Environment, Price Perception, Customer Satisfaction and Loyalty in Restaurants

Güzel, Serap Özdemir; Baş, Yonca Nilay

doi:10.21325/jotags.2020.577

Cited by 8 publications

(12 citation statements)

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“…Although several studies have been conducted on the effect of physical servicescape on price fairness (K€ uç€ ukergin and Dedeo glu, 2014; Ali et al, 2016;€ Ozdemir G€ uzel and Bas ¸, 2020;Singh et al, 2022;Jin et al, 2022), no study has been conducted on the effect of social servicescape on price fairness. Therefore, this study is expected to be a contribution to the literature.…”

Section: Conclusion and Discussionmentioning

confidence: 99%

“…When the relevant literature is examined, it has been found that there are studies on the effect of physical servicescape on price fairness/price perception (Han and Ryu, 2009;K€ uç€ ukergin and Dedeo glu, 2014;Ali et al, 2016;Jin et al, 2019Jin et al, , 2022€ Ozdemir G€ uzel and Bas ¸, 2020;Singh et al, 2022) however, it has been determined that there are no studies in the literature on the impact of the social servicescape on price fairness.…”

Section: The Impact Of the Social Servicescape On Price Fairnessmentioning

confidence: 99%

“…Although there are studies on the influence of physical servicescape over price fairness (K€ uç€ ukergin and Dedeo glu, 2014;Ali et al, 2016;€ Ozdemir G€ uzel and Bas ¸, 2020;Singh et al, 2022;Jin et al, 2022), there is no study on the influence of social servicescape over price fairness. In the present study, in order to fill this gap in the literature, the impact of social servicescape dimensionsemployee, other customers, social crowding, and rapporton price fairness was investigated.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

“…In the research conducted by Küçükergin and Dedeoğlu (2014) in fast food restaurants, it was found that decoration, which is one of the dimensions of the physical servicescape, has no effect on price perception, but ambient conditions and layout have a significant effect on price perception. As a result of a study conducted by Özdemir Güzel and Baş (2020) in first-class restaurants, it was found that the decoration and ambient conditions, which are the dimensions of the physical servicescape, have no effect on price perception, but the layout dimension has an effect on price perception.…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

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The effect of social servicescape on price fairness and customer trust: a study in coffee shops

Artuğer,

Sayın,

Kilinç Şahi̇n

2024

BFJ

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PurposeThe aim of this research is to determine the price fairness of the social servicescape and the effect of price fairness on customer trust. In this context, first of all, the effect of the social servicescape on price fairness and then the effect of price fairness on customer trust were tested.Design/methodology/approachThe universe of the research consists of people who visit Starbucks coffee stores. In the study, data were collected from 338 people who visited Starbucks coffee stores. The relationships between the variables were analyzed using the Structural Equation Modeling (SEM) Technique.FindingsAs a result of the research, it was concluded that employees, other customers and social crowds, which are from the dimensions of the social servicescape, do not have a significant effect on price fairness, the interaction between employee and customer, which is from the sub-dimensions of the social servicescape, has an effect on customers' perception of price fairness, and price fairness also has an effect on customer trust.Originality/valueThe important point in this research is to determine the effect of the social servicescape on price fairness, which has not been studied in the literature before. Although the effect of physical servicescape on price justice has been investigated, the effect of social servicescape on price justice has not been investigated. When evaluated from this point of view, it is thought that the research will have an important contribution to the literature.

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Section: Conclusion and Discussionmentioning

confidence: 99%

Section: The Impact Of the Social Servicescape On Price Fairnessmentioning

confidence: 99%

Section: Theoretical Implicationsmentioning

confidence: 99%

Section: Literature Review and Hypothesesmentioning

confidence: 99%

See 2 more Smart Citations

The effect of social servicescape on price fairness and customer trust: a study in coffee shops

Artuğer,

Sayın,

Kilinç Şahi̇n

2024

BFJ

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“…Prior studies on Peruvian cuisine report how this country is rapidly emerging as the newest global culinary highlight (Anderson & Benbow, 2017; Markowitz, 2012), although only few assess the modern traditional cuisine of Peru that deepens their roots in the ancestral inhabitants of the country (Osorio et al , 2021), whereas none of them use the ACSI. Several studies associate heritage and tourism with authenticity and loyalty to a destination (Ramires, Brandao, & Sousa, 2018), motivation and satisfaction (Kim & Thapa, 2018), perceived value and loyalty (Prayag, Hosany, & Odeh, 2013), experience, satisfaction and tourist behaviour (Meng & Han, 2018) and loyalty and satisfaction (Goncalves et al , 2022). Nonetheless, no studies have measured cuisine, satisfaction and overall experience with loyalty to a place from the gastronomic perspective.…”

Section: Bibliographic Reviewmentioning

confidence: 99%

Gastronomy as an effect of visitor loyalty: the Peruvian (Lima) case

Huamanchumo

Rojas

Longa-López

et al. 2022

IJTC

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Purpose The purpose of this study is to analyse Peruvian cuisine in the context of visitors’ overall experience, focusing on the loyalty of tourists in terms of gastronomy, their satisfaction with the destination, and the overall image. Design/methodology/approach Data were obtained from tourists who visited Lima (Peru). Structural equation modeling was used to verify the hypothesized relationships. Findings The results obtained confirm that satisfaction and appreciation, such as quality, have a positive influence on tourists’ loyalty and, therefore, they recommend and express their desire to come back to this destination. The traditional gastronomy of Lima stands out as a prominent factor on overall experience. Research limitations/implications This paper helps the managers of cities in their decisions to improve the satisfaction and seek loyalty of those who visit a city, emphasizes the role of gastronomy. Practical implications The results obtained in this research can be used for the establishment of new strategies for the promotion of the destination in terms of tourism and traditional food. Originality/value The gastronomy in Lima, (Peru) is recognized worldwide, as well as a stimulus for tourism because it increases the number of visits to the destination. Several studies carried out in these types of destinations have shown the existence of a relationship between gastronomy, overall experience, satisfaction and loyalty. However, there are no previous studies carried out in Lima that sustain this relationship. This work makes a contribution that completes the academic literature on the study of the emotional bonds between Peruvian gastronomy and the tourist who visits it and its behaviour.

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Diner’s Sustainable Behavior: Differences between Sustainable Behaviors of Casual and Fine Dining Consumers

Tahir

Haq

Saleem

et al. 2022

Journal of Quality Assurance in Hospitality & Tourism

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Understanding the Relationship Between Physical Environment, Price Perception, Customer Satisfaction and Loyalty in Restaurants

Cited by 8 publications

References 0 publications

The effect of social servicescape on price fairness and customer trust: a study in coffee shops

The effect of social servicescape on price fairness and customer trust: a study in coffee shops

Gastronomy as an effect of visitor loyalty: the Peruvian (Lima) case

Diner’s Sustainable Behavior: Differences between Sustainable Behaviors of Casual and Fine Dining Consumers

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