La experiencia gastronómica en el restaurante: delimitación teórica y empírica en dos tipos de establecimiento

• María Eugenia Rodríguez López ^[1] ; Juan Miguel Alcántara-Pilar ^[1] ; Álvaro José Rojas Lamorena ^[1]
  1. [1] Universidad de Granada

     Universidad de Granada

     Granada, España

     
• Localización: Management Letters / Cuadernos de Gestión, ISSN 1131-6837, Vol. 20, Nº 1, 2020, págs. 181-204
• Idioma: español
• DOI: 10.5295/cdg.180904mr
• Títulos paralelos:
  • Dining experience in the restaurant: theoretical and empirical delimitation for two types of establishment
• Enlaces
  • Texto completo
• Dialnet Métricas: 2 Citas
• Resumen
  • español

    Objetivo: El objetivo de este trabajo es construir una variable multidimensional que recoja todos los aspectos que el cliente evalúa en el restaurante: el servicio, la comida y el entorno, y que recibirá el nombre de experiencia gastronómica en el restaurante.

    Metodología: La toma de dos submuestras (70 clientes de restaurantes exclusivos, y 105 de restaurantes moderados) y el uso de un Modelo de Ecuaciones Estructurales, ha permitido analizar el efecto moderador que ejerce el tipo de restaurante en la formación de la experiencia, así como en la satisfacción e intención del cliente.

    Conclusiones: El tipo de restaurante ejerce un papel moderador en la formación de la experiencia gastronómica en el restaurante a partir de la calidad del entorno y de la comida, siendo mayores los efectos en clientes del restaurante exclusivo. También modera el efecto de la experiencia gastronómica en el restaurante sobre la satisfacción siendo mayor en los clientes del restaurante exclusivo, mientras que no hay diferencias en el efecto de la satisfacción sobre la intención entre restaurantes.

    Implicaciones: Se ofrecen soluciones en el ámbito de la promoción de los restaurantes según su estilo. El restaurante moderado deberá luchar por mantener la calidad del producto y servicio, mientras que el restaurante exclusivo debe prestar especial atención a su diseño interior y ambiente.

    Originalidad y valor: La contribución principal es la delimitación conceptual y empírica de la experiencia gastronómica en el restaurante, recogiendo en un constructo global todas las evaluaciones de la experiencia del cliente en el restaurante.

  • English

    Objective: The aim of this work is to build a multidimensional construct that gathers all the aspects that customers evaluate at the restaurant, and that receives the name of dining experience based on the theoretical conceptualization.

    Methodology: Two subsamples (70 customers of fine restaurant, and 105 customers of casual restaurant) and the use of a Model of Structural Equation, has allowed to analyze the moderating effect that the type of restaurant exerts in the formation of the experience, and therefore the customers ́satisfaction and intention.

    Conclusions: The type of restaurant has a moderating role in the formation of the gastronomic experience in the restaurant based on the quality of the environment and the food, being greater in the effects on clients of the exclusive restaurant. It also moderates the effect of the gastronomic experience in the restaurant on the satisfaction being greater in the clients of the exclusive restaurant, while there is no difference in the effect of the satisfaction on the intention.

    Implications: The findings offer solutions in the field of restaurant promotion according to their style. The moderate restaurant must strive to maintain the quality of the product and service, while the exclusive restaurant must pay special attention to its interior design and environment.

    Originality and value: The main contribution is the conceptual and empirical delimitation of the gastronomic experience in the restaurant, gathering in a global construct all the evaluations of the customer experience in the restaurant.

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