Perceived customer journey innovativeness and customer satisfaction: a mixed-method approach

被引:0
作者
Tan Vo-Thanh
Mustafeed Zaman
Trung Dam-Huy Thai
Rajibul Hasan
Dagnachew Leta Senbeto
机构
[1] Excelia Business School,Department of Marketing
[2] CEREGE (UR 13564),Department of Marketing
[3] EM Normandie Business School,International School of Business
[4] Métis Lab,School of Business
[5] University of Economics Ho Chi Minh City,School of Hotel and Tourism Management
[6] Maynooth University,undefined
[7] The Hong Kong Polytechnic University,undefined
来源
Annals of Operations Research | 2024年 / 333卷
关键词
Perceived innovativeness; Customer journey innovation; Customer satisfaction; Fine-dining restaurants; Customer-generated data; AHP; -TOPSIS;
D O I
暂无
中图分类号
学科分类号
摘要
This research aims to understand the link between perceived innovativeness and customer satisfaction in the fine-dining catering segment. By employing a mixed-method approach, this paper proposes a multidimensional framework for measuring the perceived innovativeness of restaurants throughout the entire customer journey. Customer satisfaction was measured by considering online customer-generated data from TripAdvisor. The study not only finds a strong correlation between perceived innovativeness and customer satisfaction but also presents how fine-dining restaurants can employ user-generated data to co-innovate entire customer journeys and restaurant experiences. The results highlight menu-, service-, and customer experience-related innovativeness as the three most important criteria for fine-dining restaurant customers. Additionally, the results of the qualitative study indicate that in the context of fine-dining catering, the quality of the dishes, the service, and the customers’ experience with the service staff and chefs are the main elements of satisfaction that restaurants should consider in promoting innovation.
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页码:1019 / 1044
页数:25
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