Influence of mechanic, humanic and functional clues on customers' dining experience in fine dining restaurants
Influence of mechanic, humanic and functional clues on customers' dining experience in fine dining restaurants
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2015-06-00
Authors
Anshul Garg
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There was a time when individuals used to buy services on the basis of quality only. Today, the time has changed and now the customers wish to experience an overall service delivery including the physical environment, employee behavior and food quality. Quality dining experience is an important factor for both the customers as well as the restaurants. Studies in the past have discussed that how food quality, physical environment, employee behavior and service carry out important effect on customers‘ dining experience. Thus the concept of customers‘ experiential value will be the key in restaurant service-quality studies. This paper throws light on how food and service quality, physical environment and employee behavior impacts on customers‘ dining experience. The objective of this study is to investigate the combined effects of mechanic, functional, and humanic clues on customer‘s dining experience in fine dining restaurants in Malaysian hospitality industry. Consequently, this leads to a quantitative research which examines the combined effects of the physical environment (Mechanic clues), behavior of employees (Humanic clues) and the quality of the food (Functional clues).
Full text access : School of Hospitality, Tourism & Culinary Arts, Taylor’s University, Malaysia (e-mail: anshul.garg@taylors.edu.my)
Full text access : School of Hospitality, Tourism & Culinary Arts, Taylor’s University, Malaysia (e-mail: anshul.garg@taylors.edu.my)
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Influence of mechanic, humanic and functional clues on customers' dining experience in fine dining restaurants
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Anshul Garg
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2015-06-00
Description
There was a time when individuals used to buy services on the basis of quality only. Today, the time has changed and now the customers wish to experience an overall service delivery including the physical environment, employee behavior and food quality. Quality dining experience is an important factor for both the customers as well as the restaurants. Studies in the past have discussed that how food quality, physical environment, employee behavior and service carry out important effect on customers‘ dining experience. Thus the concept of customers‘ experiential value will be the key in restaurant service-quality studies. This paper throws light on how food and service quality, physical environment and employee behavior impacts on customers‘ dining experience. The objective of this study is to investigate the combined effects of mechanic, functional, and humanic clues on customer‘s dining experience in fine dining restaurants in Malaysian hospitality industry. Consequently, this leads to a quantitative research which examines the combined effects of the physical environment (Mechanic clues), behavior of employees (Humanic clues) and the quality of the food (Functional clues).
Full text access : School of Hospitality, Tourism & Culinary Arts, Taylor’s University, Malaysia (e-mail: anshul.garg@taylors.edu.my)
Full text access : School of Hospitality, Tourism & Culinary Arts, Taylor’s University, Malaysia (e-mail: anshul.garg@taylors.edu.my)
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Restaurants--Malaysia
Food service--Quality control
Hospitality industry--Malaysia
Consumer behavior
Consumers' preferences
Consumer satisfaction
Food service--Quality control
Hospitality industry--Malaysia
Consumer behavior
Consumers' preferences
Consumer satisfaction
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School of Hospitality, Tourism and Culinary Arts