How does customer engagement value occur in restaurants?A stimulus-organism-response(S-O-R) perspective

Kabadayi E. T., Aksoy N., Turkay P. B.

SERVICE INDUSTRIES JOURNAL, cilt.43, sa.7-8, ss.497-524, 2023 (SSCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 43 Sayı: 7-8
  • Basım Tarihi: 2023
  • Doi Numarası: 10.1080/02642069.2022.2075350
  • Dergi Adı: SERVICE INDUSTRIES JOURNAL
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus, IBZ Online, Periodicals Index Online, ABI/INFORM, Business Source Elite, Business Source Premier, CAB Abstracts, Geobase, Hospitality & Tourism Complete, Hospitality & Tourism Index
  • Sayfa Sayıları: ss.497-524
  • Anahtar Kelimeler: Customer engagement value, brand love, physical environment, customer experience, BRAND LOVE, SOCIAL MEDIA, BEHAVIORAL INTENTIONS, RELATIONSHIP QUALITY, PERCEIVED VALUE, MODERATING ROLE, VALUE CREATION, SATISFACTION, ANTECEDENTS, EXPERIENCE
  • Galatasaray Üniversitesi Adresli: Evet

Özet

The customer engagement value plays a vital role in the service industry. This study aims to explain how the customer engagement value occurs through restaurants using the stimulus-organism-response approach (S-O-R), based on environment-related dimensions (i.e. physical environment), brand-related feelings (i.e. love), and customer experience. 685 respondents were surveyed online, and data were analysed through structural equation modeling. The research findings show that physical environment positively affects brand love, brand love positively affects customer engagement value dimensions and also mediates the relationships between physical environment and customer engagement value, and customer experience moderates the relationship between physical environment and brand love. Restaurants can utilize our results to gain customer engagement value by creating love toward their brands through the physical environment; moreover, future research can further develop the customer engagement value theory and approach in light of our results.