Valuation of customers’ service quality, affective, sensory experience and entertainment to behavioral intention

References

• Ahmed, I., Nazir, M. S., Ali, I., Nurunnabi, M., Khalid, A., & Shaukat, M. Z. (2020). Investing in CSR pays you back in many ways! The case of perceptual, attitudinal and behavioral outcomes of customers. Sustainability, 12(3), 1158. https://doi.org/10.3390/su12031158
   Google Scholar
• Ahn, J. (2023). Role of brand heritage in local and franchise restaurant service. Total Quality Management & Business Excellence, 34(13–14), 1882–1895. https://doi.org/10.1080/14783363.2023.2211012
   Web of Science ®Google Scholar
• Akyürek, S. (2021). Cooking courses and tourism: Entertainment, education, escapism, or esthetics? Journal of Gastronomy and Tourism, 5(3), 145–161. https://doi.org/10.3727/216929721X16105303036535
   Google Scholar
• Akyürek, S. (2023). Themed restaurant experiences of Turkish tourists: The Case of Lviv (Ukraine). GSI Journals Serie A: Advancements in Tourism Recreation and Sports Sciences, 6(1), 168–185. https://doi.org/10.53353/atrss.1207993
   Google Scholar
• Alfakhri, D., Harness, D., Nicholson, J., & Harness, T. (2018). The role of aesthetics and design in hotelscape: A phenomenological investigation of cosmopolitan consumers. Journal of Business Research, 85, 523–531. https://doi.org/10.1016/j.jbusres.2017.10.031
   Web of Science ®Google Scholar
• Anil, A. P., & Satish, K. P. (2019). Enhancing customer satisfaction through total quality management practices – an empirical examination. Total Quality Management & Business Excellence, 30(13–14), 1528–1548. https://doi.org/10.1080/14783363.2017.1378572
   Web of Science ®Google Scholar
• Arumugam, V., Kannabiran, G., & Vinodh, S. (2022). Impact of technical and social lean practices on smes’ performance in automobile industry: A structural equation modelling (sem) analysis. Total Quality Management & Business Excellence, 33(1–2), 28–54. https://doi.org/10.1080/14783363.2020.1791067
   Web of Science ®Google Scholar
• Barravecchia, F., Mastrogiacomo, L., & Franceschini, F. (2023). Product quality tracking based on digital Voice-of-customers. Total Quality Management & Business Excellence, 34(11–12), 1386–1409. https://doi.org/10.1080/14783363.2023.2177147
   Google Scholar
• Beck, J., & Miao, L. (2003). Mystery shopping in lodging properties as a measurement of service quality. Journal of Quality Assurance in Hospitality & Tourism, 4(1–2), 1–21. https://doi.org/10.1300/J162v04n01_01
   Google Scholar
• Bhatt, G., Sarkar, A., & Sarkar, J. G. (2020). Attractive and facilitating store atmospheric stimuli: Validating the scales. International Journal of Retail & Distribution Management, 48(4), 363–379. https://doi.org/10.1108/IJRDM-07-2018-0142
   Web of Science ®Google Scholar
• Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of marketing, 56(2), 57–71. https://doi.org/10.1177/002224299205600205
   Web of Science ®Google Scholar
• Boğan, E., & Sarıışık, M. (2020). Organization-related determinants of employees’ CSR motive attributions and affective commitment in hospitality companies. Journal of Hospitality and Tourism Management, 45, 58–66. https://doi.org/10.1016/j.jhtm.2020.07.004
   Web of Science ®Google Scholar
• Boz, H., & Koc, E. (2021). Service quality, emotion recognition, emotional intelligence and Dunning Kruger syndrome. Total Quality Management & Business Excellence, 32(11–12), 1201–1214. https://doi.org/10.1080/14783363.2019.1686971
   Web of Science ®Google Scholar
• Brochado, A., Stoleriu, O., & Lupu, C. (2021). Wine tourism: A multisensory experience. Current Issues in Tourism, 24(5), 597–615. https://doi.org/10.1080/13683500.2019.1649373
   Web of Science ®Google Scholar
• Cai, R., & Chi, C. G.-Q. (2020). A recipe for food promotion: Effects of color brightness on food evaluations and behavioral intentions. International Journal of Contemporary Hospitality Management, 32(12), 3925–3947. https://doi.org/10.1108/IJCHM-05-2020-0492
   Google Scholar
• Carranza, R., Díaz, E., & Martín-Consuegra, D. (2018). The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis. Journal of Hospitality and Tourism Technology, 9(3), 380–396. https://doi.org/10.1108/JHTT-09-2017-0104
   Web of Science ®Google Scholar
• Carvache-Franco, W., Carvache-Franco, M., Carvache-Franco, O., & Hernández-Lara, A. B. (2020). Motivation and segmentation of the demand for coastal and marine destinations. Tourism Management Perspectives, 34, 100661. https://doi.org/10.1016/j.tmp.2020.100661
   Web of Science ®Google Scholar
• Chang, K.-C. (2016). Effect of servicescape on customer behavioral intentions: Moderating roles of service climate and employee engagement. International Journal of Hospitality Management, 53, 116–128. https://doi.org/10.1016/j.ijhm.2015.12.003
   Web of Science ®Google Scholar
• Chang, K.-C., & Cheng, Y.-S. (2023). How sensory perceptions and sensory brand experience influence customer behavioral intentions in the context of cartoon-themed restaurants. International Journal of Hospitality Management, 115, 103604. https://doi.org/10.1016/j.ijhm.2023.103604
   Google Scholar
• Chao, R.-F., Fu, Y., & Liang, C.-H. (2021). Influence of servicescape stimuli on word-of-mouth intentions: An integrated model to indigenous restaurants. International Journal of Hospitality Management, 96, 102978. https://doi.org/10.1016/j.ijhm.2021.102978
   Google Scholar
• Charlett, D., Garland, R., & Marr, N. (1995). How damaging is negative word of mouth. Marketing Bulletin, 6(1), 42–50.
   Google Scholar
• Chen, C. F., & Girish, V. G. (2023). Investigating the use experience of restaurant service robots: the cognitive–affective–behavioral framework. International Journal of Hospitality Management, 111, 103482. https://doi.org/10.1016/j.ijhm.2023.103482
   Web of Science ®Google Scholar
• Chen, Y.-S., Huang, A. F., Wang, T.-Y., & Chen, Y.-R. (2020a). Greenwash and green purchase behaviour: The mediation of green brand image and green brand loyalty. Total Quality Management & Business Excellence, 31(1–2), 194–209. https://doi.org/10.1080/14783363.2018.1426450
   Web of Science ®Google Scholar
• Chen, R., Lee, Y.-D., & Wang, C.-H. (2020b). Total quality management and sustainable competitive advantage: Serial mediation of transformational leadership and executive ability. Total Quality Management & Business Excellence, 31(5–6), 451–468. https://doi.org/10.1080/14783363.2018.1476132
   Web of Science ®Google Scholar
• Chen, L., Li, Y.-Q., & Liu, C.-H. (2019). How airline service quality determines the quantity of repurchase intention – mediate and moderate effects of brand quality and perceived value. Journal of Air Transport Management, 75, 185–197. https://doi.org/10.1016/j.jairtraman.2018.11.002
   Web of Science ®Google Scholar
• Chen, S., Xu, Z., & Skare, M. (2023). The impact of COVID-19 on the service business industry: Insights from a bibliometric review. Total Quality Management & Business Excellence, 34(5–6), 580–614. https://doi.org/10.1080/14783363.2022.2078188
   Web of Science ®Google Scholar
• Choe, J. Y., & Kim, S. (2018). Effects of tourists’ local food consumption value on attitude, food destination image, and behavioral intention. International Journal of Hospitality Management, 71, 1–10. https://doi.org/10.1016/j.ijhm.2017.11.007
   Web of Science ®Google Scholar
• Choe, J. Y., & Kim, S. (2019). Development and validation of a multidimensional tourist’s local food consumption value (TLFCV) scale. International Journal of Hospitality Management, 77, 245–259. https://doi.org/10.1016/j.ijhm.2018.07.004
   Web of Science ®Google Scholar
• Chou, S.-F., Horng, J.-S., Liu, C.-H., Yu, T.-Y., & Kuo, Y.-T. (2022). Identifying the critical factors for sustainable marketing in the catering: The influence of big data applications, marketing innovation, and technology acceptance model factors. Journal of Hospitality and Tourism Management, 51, 11–21. https://doi.org/10.1016/j.jhtm.2022.02.010
   Web of Science ®Google Scholar
• Chuah, S. H. W., Jitanugoon, S., Puntha, P., & Aw, E. C. X. (2022). You don’t have to tip the human waiters anymore, but … Unveiling factors that influence consumers’ willingness to pay a price premium for robotic restaurants. International Journal of Contemporary Hospitality Management, 34(10), 3553–3587. https://doi.org/10.1108/IJCHM-08-2021-1023
   Web of Science ®Google Scholar
• Curran, P. J., West, S. G., & Finch, J. F. (1996). The robustness of test statistics to nonnormality and specification error in confirmatory factor analysis. Psychological Methods, 1(1), 16–29. https://doi.org/10.1037/1082-989X.1.1.16
   Web of Science ®Google Scholar
• Dedeoglu, B. B., Bilgihan, A., Ye, B. H., Buonincontri, P., & Okumus, F. (2018). The impact of servicescape on hedonic value and behavioral intentions: The importance of previous experience. International Journal of Hospitality Management, 72, 10–20. https://doi.org/10.1016/j.ijhm.2017.12.007
   Web of Science ®Google Scholar
• Dedeoğlu, B. B., Küçükergin, K. G., & Balıkçıoğlu, S. (2015). Understanding the relationships of servicescape, value, image, pleasure, and behavioral intentions among hotel customers. Journal of Travel & Tourism Marketing, 32(sup1), S42–S61. https://doi.org/10.1080/10548408.2014.982268
   Web of Science ®Google Scholar
• Elshaer, I., Moustafa, M., Sobaih, A. E., Aliedan, M., & Azazz, A. M. S. (2021). The impact of women's empowerment on sustainable tourism development: Mediating role of tourism involvement. Tourism Management Perspectives, 38, 100815. https://doi.org/10.1016/j.tmp.2021.100815
   Web of Science ®Google Scholar
• Field, A. (2013). Discovering statistics using IBM SPSS statistics. Sage.
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
   Web of Science ®Google Scholar
• Furtado, N. G., Furtado, J. V., Filho, L. C. V., & Silva, R. C. D. (2020). The influence of technology payment adoption in satisfaction: A study with restaurant consumers. International Journal of Business Excellence, 21(2), 209–230. https://doi.org/10.1504/IJBEX.2020.107580
   Google Scholar
• Gardiner, S., & Bec, A. (2022). The culture of gifting with the emergence of online tourism experiential gift-giving. International Journal of Culture, Tourism and Hospitality Research, 16(1), 87–99. https://doi.org/10.1108/IJCTHR-08-2020-0160
   Google Scholar
• Gilbert, D., & Wong, R. K. C. (2003). Passenger expectations and airline services: A Hong Kong based study. Tourism Management, 24(5), 519–532. https://doi.org/10.1016/S0261-5177(03)00002-5
   Web of Science ®Google Scholar
• Godovykh, M., & Tasci, A. D. A. (2020). Customer experience in tourism: A review of definitions, components, and measurements. Tourism Management Perspectives, 35, 100694. https://doi.org/10.1016/j.tmp.2020.100694
   Web of Science ®Google Scholar
• Gu, Q., Li, M., & Kim, S. (2021). The role of nostalgia-evoking stimuli at nostalgia-themed restaurants in explaining benefits, consumption value and post-purchase behavioral intention. International Journal of Hospitality Management, 96, 102955. https://doi.org/10.1016/j.ijhm.2021.102955
   Web of Science ®Google Scholar
• Ha, J., & Jang, S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520–529. https://doi.org/10.1016/j.ijhm.2009.12.005
   Web of Science ®Google Scholar
• Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
   Web of Science ®Google Scholar
• Han, H., Hsu, L.-T. J., Lee, J.-S., & Sheu, C. (2011). Are lodging customers ready to go green? An examination of attitudes, demographics, and eco-friendly intentions. International Journal of Hospitality Management, 30(2), 345–355. https://doi.org/10.1016/j.ijhm.2010.07.008
   Web of Science ®Google Scholar
• Hanks, L., Line, N., & Kim, W. G. (2017). The impact of the social servicescape, density, and restaurant type on perceptions of interpersonal service quality. International Journal of Hospitality Management, 61, 35–44. https://doi.org/10.1016/j.ijhm.2016.10.009
   Web of Science ®Google Scholar
• Heung, V. C. S., & Gu, T. (2012). Influence of restaurant atmospherics on patron satisfaction and behavioral intentions. International Journal of Hospitality Management, 31(4), 1167–1177. https://doi.org/10.1016/j.ijhm.2012.02.004
   Web of Science ®Google Scholar
• Hooper, D., Coughlan, J., & Mullen, R. (2013). The servicescape as an antecedent to service quality and behavioral intentions. Journal of Services Marketing, 27(4), 271–280. https://doi.org/10.1108/08876041311330753
   Web of Science ®Google Scholar
• Horng, J.-S., Chou, S.-F., Liu, C.-H., & Tsai, C.-Y. (2013). Creativity, aesthetics and eco-friendliness: A physical dining environment design synthetic assessment model of innovative restaurants. Tourism Management, 36, 15–25. https://doi.org/10.1016/j.tourman.2012.11.002
   Web of Science ®Google Scholar
• Hussain, M., & Malik, M. (2022). How do dynamic capabilities enable hotels to be agile and resilient? A mediation and moderation analysis. International Journal of Hospitality Management, 106, 103266. https://doi.org/10.1016/j.ijhm.2022.103266
   Web of Science ®Google Scholar
• Kao, W. K., & Huang, Y. S. S. (2023). Service robots in full-and limited-service restaurants: Extending technology acceptance model. Journal of Hospitality and Tourism Management, 54, 10–21. https://doi.org/10.1016/j.jhtm.2022.11.006
   Web of Science ®Google Scholar
• Kim, M., & Lee, G. (2022). The effect of servicescape on place attachment and experience evaluation: The importance of exoticism and authenticity in an ethnic restaurant. International Journal of Contemporary Hospitality Management, 34(7), 2664–2683. https://doi.org/10.1108/IJCHM-07-2021-0929
   Web of Science ®Google Scholar
• Kim, Y., Lee, M., Kim, B. D., & Roh, T. (2024). Power of agglomeration on electronic word–of–mouth in the restaurant industry: Exploring the moderation role of review quality difference. Journal of Retailing and Consumer Services, 78, 103759. https://doi.org/10.1016/j.jretconser.2024.103759
   Google Scholar
• Kim, J.-H., Song, H., & Youn, H. (2020). The chain of effects from authenticity cues to purchase intention: The role of emotions and restaurant image. International Journal of Hospitality Management, 85, 102354. https://doi.org/10.1016/j.ijhm.2019.102354
   Web of Science ®Google Scholar
• Kock, N. (2017). Common method bias: A full collinearity assessment method for PLS-SEM. In H. Latan & R. Noonan (Eds.), Partial least squares path modeling: Basic concepts, methodological issues and applications (pp. 245–257). Springer International Publishing.
   Google Scholar
• Kukanja, M., Gomezelj Omerzel, D., & Kodrič, B. (2017). Ensuring restaurant quality and guests’ loyalty: An integrative model based on marketing (7P) approach. Total Quality Management & Business Excellence, 28(13–14), 1509–1525. https://doi.org/10.1080/14783363.2016.1150172
   Web of Science ®Google Scholar
• Lau, K. C., Lee, S., & Phau, I. (2023). Motivations, attitudes and intentions towards luxury dining in airplane themed restaurants: Moderating roles of desire to fly, desire for luxury and FOMO. Journal of Hospitality and Tourism Insights, 6(5), 1967–1989. https://doi.org/10.1108/JHTI-05-2022-0161
   Google Scholar
• Lee, T. H., Jan, F.-H., Tseng, C. H., & Lin, Y. F. (2018). Segmentation by recreation experience in island-based tourism: A case study of taiwan's liuqiu island. Journal of Sustainable Tourism, 26(3), 362–378. https://doi.org/10.1080/09669582.2017.1354865
   Web of Science ®Google Scholar
• Lee, M., Lee, S., & Koh, Y. (2019). Multisensory experience for enhancing hotel guest experience. International Journal of Contemporary Hospitality Management, 31(11), 4313–4337. https://doi.org/10.1108/IJCHM-03-2018-0263
   Web of Science ®Google Scholar
• Lee, S., & Liu, P. (2023). Examining customers’ perceptions of high-end ethnic dining in the United States: An application of importance-performance analysis. International Journal of Hospitality & Tourism Administration, 24(2), 222–239. https://doi.org/10.1080/15256480.2021.1981184
   Google Scholar
• Leong, A. M. W., Chen, K.-Y., Chen, H.-B., Chiang, T.-E., & Huan, T.-C. (2023). Exploring the effects of customers' assessments of a restaurant's atmospherics and emotional assessments on a fine-dining experience and intentions to return. Tourism Management Perspectives, 47, 101121. https://doi.org/10.1016/j.tmp.2023.101121
   Google Scholar
• Li, F., Su, Q., & Ma, J. (2023). How do food authenticity and sensory appeal influence tourist experience? The moderating role of food involvement. International Journal of Tourism Research, 25(1), 109–122. https://doi.org/10.1002/jtr.2552
   Web of Science ®Google Scholar
• Lin, X. Q., Chen, Y. C., Liu, C. H., & Li, Y. Q. (2023). Measuring creativity: Role of service quality management, knowledge sharing and social interaction. Total Quality Management & Business Excellence, 34(1–2), 1–18. https://doi.org/10.1080/14783363.2021.2021800
   Google Scholar
• Lin, I. Y., & Mattila, A. S. (2010). Restaurant servicescape, service encounter, and perceived congruency on customers' emotions and satisfaction. Journal of Hospitality Marketing & Management, 19(8), 819–841. https://doi.org/10.1080/19368623.2010.514547
   Google Scholar
• Liu, C.-H., Gan, B., Ko, W.-H., & Teng, C.-C. (2022a). Comparison of localized and foreign restaurant brands for consumer behavior prediction. Journal of Retailing and Consumer Services, 65, 102868. https://doi.org/10.1016/j.jretconser.2021.102868
   Web of Science ®Google Scholar
• Liu, C.-H., Horng, J.-S., Chou, S.-F., Yu, T.-Y., & Ng, Y.-L. (2022b). Antecedents and consequences of new technology application behavior on word of mouth: The moderating roles of perceived interactivity. Journal of Hospitality Marketing & Management, 31(7), 872–898. https://doi.org/10.1080/19368623.2022.2087818
   Web of Science ®Google Scholar
• Luo, J., Wong, I. A., King, B., Liu, M. T., & Huang, G. (2019). Co-creation and co-destruction of service quality through customer-to-customer interactions. International Journal of Contemporary Hospitality Management, 31(3), 1309–1329. https://doi.org/10.1108/IJCHM-12-2017-0792
   Web of Science ®Google Scholar
• Meng, B., & Choi, K. (2017). Theme restaurants’ servicescape in developing quality of life: The moderating effect of perceived authenticity. International Journal of Hospitality Management, 65, 89–99. https://doi.org/10.1016/j.ijhm.2017.06.011
   Web of Science ®Google Scholar
• Meng, B., & Choi, K. (2018). An investigation on customer revisit intention to theme restaurants. International Journal of Contemporary Hospitality Management, 30(3), 1646–1662. https://doi.org/10.1108/IJCHM-11-2016-0630
   Web of Science ®Google Scholar
• Mirtsch, M., Koch, C., Ashari, P. A., Blind, K., & Castka, P. (2023). Quality assurance in supply chains during the COVID-19 pandemic: Empirical evidence on organisational resilience of conformity assessment bodies. Total Quality Management & Business Excellence, 34(5–6), 615–636. https://doi.org/10.1080/14783363.2022.2078189
   Google Scholar
• Mohamed, M. E. A., Hewedi, M. M., Lehto, X., & Maayouf, M. (2020). Egyptian food experience of international visitors: A multidimensional approach. International Journal of Contemporary Hospitality Management, 32(8), 2593–2611. https://doi.org/10.1108/IJCHM-02-2020-0136
   Web of Science ®Google Scholar
• Nguyen, Q., Nisar, T. M., Knox, D., & Prabhakar, G. P. (2018). Understanding customer satisfaction in the UK quick service restaurant industry. British Food Journal, 120(6), 1207–1222. https://doi.org/10.1108/BFJ-08-2017-0449
   Web of Science ®Google Scholar
• Ouyang, Y. (2020, September 7th-9th). A study on concept design for landscape sketches with the five senses. In Proceedings of the 8th International Conference on Kansei Engineering and Emotion Research: KEER 2020, Tokyo, Japan.
   Google Scholar
• Pal, D., & Srivastava, K. (2024). Consumer patronage intention: Role of multi-sensory and atmospheric experiences in retail. International Journal of Retail & Distribution Management, 52(2), 240–258. https://doi.org/10.1108/IJRDM-05-2023-0296
   Google Scholar
• Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of retailing, 69(1), 140–147. https://doi.org/10.17615/mc5x-r254
   Web of Science ®Google Scholar
• Park, J.-Y., Back, R. M., Bufquin, D., & Shapoval, V. (2019). Servicescape, positive affect, satisfaction and behavioral intentions: The moderating role of familiarity. International Journal of Hospitality Management, 78, 102–111. https://doi.org/10.1016/j.ijhm.2018.11.003
   Web of Science ®Google Scholar
• Park, S., Kwun, D. J., Park, J. Y., & Bufquin, D. (2022). Service quality dimensions in hotel service delivery options: Comparison between human interaction service and self-service technology. International Journal of Hospitality & Tourism Administration, 23(5), 931–958. https://doi.org/10.1080/15256480.2021.1935392
   Web of Science ®Google Scholar
• Park, J.-W., Robertson, R., & Wu, C.-L. (2004). The effect of airline service quality on passengers’ behavioural intentions: A Korean case study. Journal of Air Transport Management, 10(6), 435–439. https://doi.org/10.1016/j.jairtraman.2004.06.001
   Web of Science ®Google Scholar
• Park, S. J., Yi, Y., & Lee, Y. R. (2023). Assessment of six alternative models of service quality. Total Quality Management & Business Excellence, 34(3–4), 364–396. https://doi.org/10.1080/14783363.2022.2056440
   Web of Science ®Google Scholar
• Pelet, J-É, Lick, E., & Taieb, B. (2021). The internet of things in upscale hotels: Its impact on guests’ sensory experiences and behavior. International Journal of Contemporary Hospitality Management, 33(11), 4035–4056. https://doi.org/10.1108/IJCHM-02-2021-0226
   Web of Science ®Google Scholar
• Pizam, A., & Tasci, A. D. A. (2019). Experienscape: Expanding the concept of servicescape with a multi-stakeholder and multi-disciplinary approach (invited paper for ‘luminaries’ special issue of international journal of hospitality management). International Journal of Hospitality Management, 76, 25–37. https://doi.org/10.1016/j.ijhm.2018.06.010
   Web of Science ®Google Scholar
• Prayag, G., Gannon, M. J., Muskat, B., & Taheri, B. (2020). A serious leisure perspective of culinary tourism co-creation: The influence of prior knowledge, physical environment and service quality. International Journal of Contemporary Hospitality Management, 32(7), 2453–2472. https://doi.org/10.1108/IJCHM-10-2019-0897
   Web of Science ®Google Scholar
• Quintana-García, C., Marchante-Lara, M., & Benavides-Chicón, C. G. (2018). Social responsibility and total quality in the hospitality industry: Does gender matter? Journal of Sustainable Tourism, 26(5), 722–739. https://doi.org/10.1080/09669582.2017.1401631
   Web of Science ®Google Scholar
• Raj, R., Kumar, V., & Cudney, E. A. (2024). Relating the strategic role of technology orientation in organizational TQM performance. Total Quality Management & Business Excellence, 35(3–4), 341–371. https://doi.org/10.1080/14783363.2023.2294361
   Google Scholar
• Rather, R. A., & Hollebeek, L. D. (2021). Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age. Journal of Retailing and Consumer Services, 60, 102453. https://doi.org/10.1016/j.jretconser.2021.102453
   Web of Science ®Google Scholar
• Ribeiro, M. A., & Prayag, G. (2019). Perceived quality and service experience: Mediating effects of positive and negative emotions. Journal of Hospitality Marketing & Management, 28(3), 285–305. https://doi.org/10.1080/19368623.2018.1517071
   Web of Science ®Google Scholar
• Richardson, S., Lefrid, M., Jahani, S., Munyon, M. D., & Rasoolimanesh, S. M. (2019). Effect of dining experience on future intention in quick service restaurants. British Food Journal, 121(11), 2620–2636. https://doi.org/10.1108/BFJ-09-2018-0617
   Web of Science ®Google Scholar
• Satti, Z. W., Babar, S. F., & Ahmad, H. M. (2021). Exploring mediating role of service quality in the association between sensory marketing and customer satisfaction. Total Quality Management & Business Excellence, 32(7–8), 719–736. https://doi.org/10.1080/14783363.2019.1632185
   Web of Science ®Google Scholar
• Serra-Cantallops, A., Ramón Cardona, J., & Salvi, F.. (2020). Antecedents of positive eWOM in hotels. Exploring the relative role of satisfaction, quality and positive emotional experiences. International Journal of Contemporary Hospitality Management, 32(11), 3457–3477. https://doi.org/10.1108/IJCHM-02-2020-0113
   Web of Science ®Google Scholar
• Shafiq, M., Lasrado, F., & Hafeez, K. (2019). The effect of TQM on organisational performance: empirical evidence from the textile sector of a developing country using SEM. Total Quality Management & Business Excellence, 30(1-2), 31–52. https://doi.org/10.1080/14783363.2017.1283211
   Web of Science ®Google Scholar
• Shin, H. H., Jeong, M., So, K. K. F., & DiPietro, R. (2022). Consumers’ experience with hospitality and tourism technologies: Measurement development and validation. International Journal of Hospitality Management, 106, 103297. https://doi.org/10.1016/j.ijhm.2022.103297
   Web of Science ®Google Scholar
• Shin, Y. H., Kim, H., & Severt, K. (2019). Consumer values and service quality perceptions of food truck experiences. International Journal of Hospitality Management, 79, 11–20. https://doi.org/10.1016/j.ijhm.2018.12.008
   Web of Science ®Google Scholar
• Slack, N. J., Singh, G., Ali, J., Lata, R., Mudaliar, K., & Swamy, Y. (2021). Influence of fast-food restaurant service quality and its dimensions on customer perceived value, satisfaction and behavioural intentions. British Food Journal, 123(4), 1324–1344. https://doi.org/10.1108/BFJ-09-2020-0771
   Web of Science ®Google Scholar
• Soldatenko, D., & Backer, E. (2019). A content analysis of cross-cultural motivational studies in tourism relating to nationalities. Journal of Hospitality and Tourism Management, 38, 122–139. https://doi.org/10.1016/j.jhtm.2018.12.004
   Web of Science ®Google Scholar
• Spence, C., Youssef, J., & Kuhn, G. (2020). Magic on the menu: Where are all the magical food and beverage experiences? Foods (basel, Switzerland), 9(3), 257. https://doi.org/10.3390/foods9030257
   Google Scholar
• Sthapit, E., & Coudounaris, D. N. (2018). Memorable tourism experiences: Antecedents and outcomes. Scandinavian Journal of Hospitality and Tourism, 18(1), 72–94. https://doi.org/10.1080/15022250.2017.1287003
   Web of Science ®Google Scholar
• Su, Y., & Teng, W. (2018). Contemplating museums’ service failure: Extracting the service quality dimensions of museums from negative on-line reviews. Tourism Management, 69, 214–222. https://doi.org/10.1016/j.tourman.2018.06.020
   Web of Science ®Google Scholar
• Suárez-Barraza, M. F., Smith, T., & Dahlgaard-Park, S. M. (2012). Lean Service: A literature analysis and classification. Total Quality Management & Business Excellence, 23(3–4), 359–380. https://doi.org/10.1080/14783363.2011.637777
   Web of Science ®Google Scholar
• Tantanatewin, W., & Inkarojrit, V. (2018). The influence of emotional response to interior color on restaurant entry decision. International Journal of Hospitality Management, 69, 124–131. https://doi.org/10.1016/j.ijhm.2017.09.014
   Web of Science ®Google Scholar
• Ting, L., & Ahn, J. (2023). Customers’ intentions to use mobile payment service: A comparative study of payment system types. Total Quality Management & Business Excellence, 34(15–16), 2183–2200. https://doi.org/10.1080/14783363.2023.2244888
   Google Scholar
• Tsai, C. T. S., & Lu, P. H. (2012). Authentic dining experiences in ethnic theme restaurants. International Journal of Hospitality Management, 31(1), 304–306. https://doi.org/10.1016/j.ijhm.2011.04.010
   Web of Science ®Google Scholar
• Veselinović, L., Kulenović, M., Turulja, L., & Činjarević, M. (2021). The interplay of entrepreneurial orientation, total quality management, and financial performance. Total Quality Management & Business Excellence, 32(15–16), 1732–1750. https://doi.org/10.1080/14783363.2020.1770078
   Web of Science ®Google Scholar
• Wang, M., Li, Y. Q., Liu, C. H., & Ruan, W. (2024). The influence of collaborators and knowledge diversity on innovation performance of tourism and hospitality academia network. Total Quality Management & Business Excellence, 1–15. https://doi.org/10.1080/14783363.2024.2347388
   Google Scholar
• Wen, H., Leung, X., & Pongtornphurt, Y. (2020). Exploring the impact of background music on customers’ perceptions of ethnic restaurants: The moderating role of dining companions. Journal of Hospitality and Tourism Management, 43, 71–79. https://doi.org/10.1016/j.jhtm.2020.02.007
   Web of Science ®Google Scholar
• Yan, H., & Felicen, S. S. (2021). Dinescape and servicescape experience among costumers of themed restaurant in Shanghai. International Journal of Research Studies in Management, 9(3), 1–14. https://doi.org/10.5861/ijrsm.2021.m7722
   Google Scholar
• Yang, D.-J., Wu, J. M., & Wang, K.-I. (2010). Relationship quality, relationship value, purchasing intention: An empirical study in the retail industry in the USA. Japan and Taiwan. Asian Journal of Arts and Sciences, 1(2), 155–166. https://doi.org/10.30168/AJAS.201012.0001
   Google Scholar
• Yrjölä, M., Rintamäki, T., Saarijärvi, H., Joensuu, J., & Kulkarni, G. (2019). A customer value perspective to service experiences in restaurants. Journal of Retailing and Consumer Services, 51, 91–101. https://doi.org/10.1016/j.jretconser.2019.05.030
   Web of Science ®Google Scholar
• Yuliantoro, N., Juliana, J., Laurenzia, S., & Tanzil, S. T. (2023). Antecedents of revisit intention with mediated customer satisfaction a study on millennial consumer behaviour at theme restaurant in Jakarta. Jurnal Ilmiah Global Education, 4(4), 2163–2173. https://doi.org/10.55681/jige.v4i4.1469
   Google Scholar
• Závadská, Z., & Závadský, J. (2020). Quality managers and their future technological expectations related to Industry 4.0. Total Quality Management & Business Excellence, 31(7–8), 717–741. https://doi.org/10.1080/14783363.2018.1444474
   Web of Science ®Google Scholar
• Zhang, S.-N., Li, Y.-Q., Liu, C.-H., & Ruan, W.-Q. (2021a). Reconstruction of the relationship between traditional and emerging restaurant brand and customer wom. International Journal of Hospitality Management, 94, 102879. https://doi.org/10.1016/j.ijhm.2021.102879
   Web of Science ®Google Scholar
• Zhang, S.-N., Li, Y.-Q., Liu, C.-H., & Ruan, W.-Q. (2021b). A study on china's time-honored catering brands: Achieving new inheritance of traditional brands. Journal of Retailing and Consumer Services, 58, 102290. https://doi.org/10.1016/j.jretconser.2020.102290
   Web of Science ®Google Scholar