Indirect customer-to-customer interactions and experiential value: examining solo and social diners
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 1 February 2022
Issue publication date: 4 April 2022
Abstract
Purpose
This study aims to examine whether indirect customer-to-customer interactions (CCI) affect consumers’ behavioral intentions and how that effect is generated. It also explores the effect of dining experience on customer behavioral intentions and how that effect varies by party type.
Design/methodology/approach
The research consists of an experimental survey-based study of n = 491 real-world consumers from a marketing research panel. Structural equation models are analyzed to examine hypothesized relationships.
Findings
Indirect CCIs significantly affect all five dimensions of experiential value. Food and beverage (F&B) excellence, aesthetics and service excellence positively affect customer revisit intentions and word-of-mouth intentions via restaurant image. Furthermore, party type moderates the effect of aesthetics on behavioral intentions so that the effect is significant for the social diner group only. Customer return on investment and playfulness show non-significant impacts on behavioral intentions.
Practical implications
Managers should be aware that indirect CCIs influence all aspects of the restaurant experience. Since F&B excellence, aesthetics and service excellence affect restaurant image and behavioral intentions, management can operationalize these elements of service. The impact of aesthetics differs by consumers’ party type, enabling management to create unique servicescapes based on their target customer segment.
Originality/value
The study pioneers an investigation of how indirect CCI is associated with behavioral intentions through the mediating effects of experiential value and restaurant image. It contributes to the literature by examining how the impact of diners’ experiences differs by party type.
Keywords
Acknowledgements
This research was supported by funds from the William F. Harrah College of Hospitality at the University of Nevada, Las Vegas.
Citation
Han, W., Jiang, W., Tang, J., Raab, C. and Krishen, A. (2022), "Indirect customer-to-customer interactions and experiential value: examining solo and social diners", International Journal of Contemporary Hospitality Management, Vol. 34 No. 5, pp. 1668-1691. https://doi.org/10.1108/IJCHM-04-2021-0512
Publisher
:Emerald Publishing Limited
Copyright © 2022, Emerald Publishing Limited