Journal
JOURNAL OF BUSINESS RESEARCH
Volume 62, Issue 4, Pages 451-460Publisher
ELSEVIER SCIENCE INC
DOI: 10.1016/j.jbusres.2008.01.038
Keywords
Perceived quality; Emotions; Behavioral intentions; Restaurant management; Mehrabian-Russell Model
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In order to address a lack of comprehensive evaluation of restaurant quality, this study extends Mehrabian and Russell's stimulus-organism-response framework by incorporating restaurant-specific stimuli and including restaurant-specific measures of emotion. Using structural equation modeling, this study shows that atmospherics and service function as stimuli that enhance positive emotions while product attributes, such as food quality, act to relieve negative emotional responses. Results also suggest that positive emotions mediate the relationship between atmospherics/services and future behavioral outcomes. The results are theoretically and practically meaningful because they address the relationships among three types of perceived quality (product, atmospherics, and service), customer emotions (positive/negative), and behavioral intentions in the restaurant consumption experience. Managerial implications, limitations, and future research directions are also suggested. (c) 2008 Elsevier Inc. All rights reserved.
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