Consumer satisfaction with real life meal experiences: An interview study

ABSTRACT

The objective was to explore consumers’ expectations and experiences with buffet lunches at workplaces, using the disconfirmation paradigm. Consumers (N = 25) were interviewed before and after eating a buffet lunch. Interviews were transcribed and content analyzed. The results demonstrate that consumers perceive meal satisfaction as a holistic experience integrating sensory and quality experiences of the food, physiological consequences of eating, and social and environmental aspects of the meal. Consumer meal satisfaction was linked to achievement of short- and long-term goals on maintaining or improving physical and mental well-being. Alignment of meal-related goals and behavior promotes meal satisfaction.

KEYWORDS:

• Canteen meals
• consumer satisfaction
• expectancy disconfirmation
• meal-related goals

Funding

The study was conducted as a part of the Senswell project, which is funded by Innovation Fund Denmark (grant no. 0603-00418B).

Additional information

Funding

The study was conducted as a part of the Senswell project, which is funded by Innovation Fund Denmark (grant no. 0603-00418B).