Willingness to pay in negative restaurant service encounters

Sukhu, Anupama; Bilgihan, Anil; Seo, Soobin

doi:10.1016/j.ijhm.2017.05.006

Cited by 42 publications

(36 citation statements)

References 63 publications

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“…Specifically, the model was composed of four dimensions (EPIEs, EPEEs, PPIEs, and PPEEs) and 10subdimensions (EEA, EEE, EEB, EAF, EDF, PPA, PPE, PPB, PAF, and PDF). However, in previous studies, SEs were regarded as a service process [60][61][62][63] or represented by piecemeal aspects of encounter elements (e.g., service environment [12],service employees [22], ambiance [64], etc. ), and the current study adopts an encompassing approach and considers these elements simultaneously.…”

Section: Discussionmentioning

confidence: 99%

Destination Service Encounter Modeling and Relationships with Tourist Satisfaction

Zhou

Wang

2019

Sustainability

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Tourists are in contact with two types of services at destinations: enterprise services offered by tourism enterprises (e.g., hotels, shops, restaurants, etc.) and public services (public transportation, public information, public safety, etc.) provided by the local government. Following Churchill’s (1979) procedures, a model of destination service encounters (DSEs), including four dimensions (i.e.,enterprise personal interaction encounters (EPIEs), enterprise physical environment encounters (EPEEs), public personal interaction encounters (PPIEs), public physical environment encounters (PPEEs), and 10 subdimensions, was constructed. Then, the effects of DSEs on tourist satisfaction (TS) were tested with data collected in Shaoshan Township, China. The results revealed that EPIEs, PPIEs, and PPEEs had significant positive effects on TS. This model promotes the application of service encounter (SE) theory in destination management, and it offers implications for the synergy management of public and private sectors at destinations to improve tourist experiences.

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Section: Discussionmentioning

confidence: 99%

Destination Service Encounter Modeling and Relationships with Tourist Satisfaction

Zhou

Wang

2019

Sustainability

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“…The effect of IRP follows an inverse U shape. Sukhu, Bilgihan, and Seo (2017) Service quality, food quality, ambience, and perceived value Food quality, ambience, and perceived value are significant predictors of customer WTP in a negative restaurant service encounter. Service quality does not influence customer WTP in negative restaurant service encounters.…”

Section: Limitations and Further Researchmentioning

confidence: 99%

The More the Merrier? Understanding How Travel Frequency Shapes Willingness to Pay

Nieto-Garcia

Gallego

González‐Benito

2020

Cornell Hospitality Quarterly

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Customers’ evaluation of hotel prices has received increasing attention in hospitality research. Beyond the specific attributes of the offer, internal norms related to prior experiences affect customers’ response to price. Drawing on the behavioral price literature, this study investigates the effect of travel frequency and reference price on the formation of travelers’ willingness to pay (WTP) for accommodation. The study presents a novel methodological approach introducing the concept of instantaneous indirect effect. Results offer support for an inverted U-shaped relationship between travel frequency and WTP, mediated by the internal reference price. WTP reaches its peak when the customer has booked an accommodation 6 times in the past 2-year period. The findings provide clear implications for practitioners. Monitoring customers’ travel frequency and integrating it into dynamic pricing models will create a better alignment of room rates with travelers’ WTP, which will make revenue management techniques more customer centric and, ultimately, enhance profitability.

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“…In recent years, many studies have increasingly focused on customers' willingness to pay for service quality (Hernandez-Maskivker et al 2019; Kuo and Jou 2018;Merkert and Beck 2017;Sukhu et al 2017).…”

Section: Willingness To Pay (Wtp)mentioning

confidence: 99%

Evaluation of Consumers’ WTP for Service Recovery in Restaurants: Waiting Time Perspective

Ting

Huang

Lin

et al. 2019

Administrative Sciences

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Restaurant service quality assessment has generally focused on the dining service. However, restaurant service begins with waiting for the meal. When service failure occurs due to a long waiting time, restaurant managers should adopt appropriate service recovery measures to retain consumers and reduce loss. This approach would allow them to mitigate customer dissatisfaction and negative impressions. In this study, we explore the importance of pre-processing service in the context of possible restaurant service crises and construct a restaurant service recovery model for willingness to pay (WTP) through the contingent valuation method (CVM) to measure the effects before and after implementing service recovery. Overall, several psychological and tangible service recovery measures are provided to enhance people’s willingness to extend their waiting time. Within our study group, relatively young participants showed a high willingness to extend their waiting time. Furthermore, the opportunity cost of high-income people in the waiting process was relatively high. Compared with psychological service recovery programs, our results show that tangible service recovery programs prompt respondents to wait for an additional ~10 min. This paper offers support for restaurant managers to manage consumer relationships.

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Willingness to pay in negative restaurant service encounters

Cited by 42 publications

References 63 publications

Destination Service Encounter Modeling and Relationships with Tourist Satisfaction

Destination Service Encounter Modeling and Relationships with Tourist Satisfaction

The More the Merrier? Understanding How Travel Frequency Shapes Willingness to Pay

Evaluation of Consumers’ WTP for Service Recovery in Restaurants: Waiting Time Perspective

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