The dining experience: do restaurants satisfy customer needs?

Andersson, Tommy D.; Mossberg, Lena

doi:10.1111/j.1471-5740.2004.00105.x

Cited by 179 publications

(156 citation statements)

References 21 publications

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“…In hedonic consumption situations (e.g., leisure and tourism settings) consumers are probably more interested in getting social benefits (Levy, 2010;Miao, Mattila, & Mount, 2011). However, there are few empirical studies on CCI interactions in leisure and tourism settings with high hedonic content (i.e., pleasureoriented experiences) although such studies are increasing in number (Andersson & Mossberg, 2004;Grove & Fisk, 1997;Wu, 2007).…”

Section: The Social Aspect Of the Event Experiencementioning

confidence: 99%

“…Other studies also argued for managerial involvement in facilitating CCI (Aubert-Gamet & Cova, 1999;Grove & Fisk, 1997;Levy, 2010), and Andersson and Mossberg (2004) argued for more research on how to facilitate CCI.…”

Section: Managing CCImentioning

confidence: 99%

“…Several studies have discovered increased satisfaction and enjoyment as positive consequences of other people sharing the same leisure experience (Andersson & Mossberg, 2004;Arnould & Price, 1993;Grove & Fisk, 1997;Huang & Hsu, 2010;Levy, Getz, & Hudson, 2011;Wu, 2007). Studies showing direct relationships between CCI and loyalty behavior (Guenzi & Pelloni, 2004;Moore & Moore, 2005) (e.g., intentions to return to a professional association meeting) found these to be related to CCI (Gruen et al 2007), but while consumer satisfaction and enjoyment do influence loyalty behavior, they do not necessarily lead to repeat purchase or positive word of mouth (Gitomer, 1998).…”

Section: The Social Aspect Of the Event Experiencementioning

confidence: 99%

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Designing Events for Social Interaction

Nordvall¹,

Pettersson²,

Svensson³

et al. 2014

Event Management

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Socialization motivates people to visit events and social interactions between event visitors influence their experience of the event. Consumer-to-consumer interactions in service settings and leisure activities have received increased attention in research; however, very few studies have focused on and analyzed the impact of other visitors on an individual's event experience. The purpose of this study is to explore how interaction between event visitors influences the individual's total event experience and how events can be designed in respect to such social interactions. The conclusions are based on a literature review and empirical data collected at a Swedish music festival. The research found that social interactions between event visitors are an important part of the event experience and the level of satisfaction for the individual attending an event. Social interactions consist of three main types: known-group socialization; external socialization; audience socialization. Every part of the event (theme and program, setting, consumables, service) can be designed to facilitate positive experiences and to constrain negative experiences related to such interactions.

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Section: The Social Aspect Of the Event Experiencementioning

confidence: 99%

Section: Managing CCImentioning

confidence: 99%

Section: The Social Aspect Of the Event Experiencementioning

confidence: 99%

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Designing Events for Social Interaction

Nordvall¹,

Pettersson²,

Svensson³

et al. 2014

Event Management

View full text Add to dashboard Cite

show abstract

“…To be specific, more than 35% location visit is made at new places (previously unvisited) each day even after half a year according to the reported results in [6]. Actually, this neophilia characteristic is extremely outstanding in dining behavior, e.g., [3] discovered that an appropriate degree of novelty-seeking as well as attendant risk could be essential ingredients in entertainment and excitement for users' dining out motivation. [17] also stated that the physiological and psychological motivators which cannot be fulfilled in a user's normal daily life are likely to be satisfied by a sense of adventure, uniqueness of the setting, experience of different cultures and the opportunity of sampling new foods.…”

Section: Introductionmentioning

confidence: 99%

A Novelty-Seeking based Dining Recommender System

Zhang

Zheng

Yuan

et al. 2015

Proceedings of the 24th International Conference on World Wide Web

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The rapid growth of location-based services provide the potential to understand people's mobility pattern at an unprecedented level, which can also enable food-service industry to accurately predict consumer's dining behavior. In this paper, by leveraging users' historical dining pattern, socio-demographic characteristics and restaurants' attributes, we aim at generating the top-K restaurants for a user's next dining. Compared to previous studies in location prediction which mainly focus on regular mobility patterns, we present a novelty-seeking based dining recommender system, termed NDRS, in consideration of both exploration and exploitation. First, we apply a Conditional Random Field (CRF) with additional constraints to infer users' novelty-seeking statuses by considering both spatial-temporal-historical features and users' socio-demographic characteristics. On the one hand, when a user is predicted to be novelty-seeking, by incorporating the influence of restaurants' contextual factors such as price and service quality, we propose a context-aware collaborative filtering method to recommend restaurants she has never visited before. On the other hand, when a user is predicted to be not novelty-seeking, we then present a Hidden Markov Model (HMM) considering the temporal regularity to recommend the previously visited restaurants. To evaluate the performance of each component as well as the whole system, we conduct extensive experiments, with a large dataset we have collected covering the concerned dining related check-ins, users' demographics, and restaurants' attributes. The results reveal that our system is effective for dining recommendation.

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“…These factors make service provision within the restaurant industry particularly vulnerable to failure. To address these challenges, Andersson and Mossberg (2004), highlight the importance of providing multidimensional experiences to customers.…”

Section: Considerationsmentioning

confidence: 99%

Global operations management during major change

Ojiako

Maguire

Guo

2009

Business Process Management Journal

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Purpose -The purpose of this paper is to examine the key practical factors that confront global businesses as they attempt to improve all aspects of their operations including emerging areas of the customer experience. The paper focuses on the way various organisational capabilities such as information systems/information technology have been adopted in order to provide an enhanced operational and strategic control over key areas of business. Design/methodology/approach -The paper adopts a case-based participation observation study which explores the global operations of a major restaurant brand. This approach enables it to explore several concepts which examine the behaviour of global operations at a time of major change. Findings -The paper has focused on the application of change principles in the restaurant and hospitality industry and its importance for business performance and marketing strategy. The paper shows how adapting business strategy to incorporate key cultural sensitivities can pay major dividends for organisations. This strategy appears to be contrary to the general approach of standardisation adopted by other franchises in this key market sector. Research limitations/implications -It will be necessary to increase the range of this research to ensure any real certainty regarding its implications. Originality/value -The paper identifies a number of interesting changes to preconceived ideas of standardising product portfolios in the restaurant sector. It shows the need for a balanced "mix" of menu products to satisfy local and national requirements.

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The dining experience: do restaurants satisfy customer needs?

Cited by 179 publications

References 21 publications

Designing Events for Social Interaction

Designing Events for Social Interaction

A Novelty-Seeking based Dining Recommender System

Global operations management during major change

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