可持续实践对创造令人难忘的顾客体验的贡献：来自米其林绿星餐厅的经验证据

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-01-11 DOI:10.1016/j.ijhm.2025.104110

Angelo Bonfanti , Giovanna Bagnato , Vania Vigolo

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引用次数: 0

摘要

本研究旨在探讨可持续实践对高档餐厅，特别是米其林绿星餐厅（MGSRs）创造令人难忘的顾客体验（CXs）的贡献。本研究采用定性方法，采用Gioia方法分析对餐厅管理人员和厨师的访谈，以及餐厅公司网站的内容。在研究结果中，我们确定了mgsr为提高客户体验记忆性而采用的可持续实践，并根据酒店体验的理论维度对其进行了分类。最后，我们提出了一个框架，该框架整合了酒店客户体验的功能性、真实性、情感、参与度和表现力等维度中由mgsr实施的可持续实践。在这个循环过程中，当地供应商、厨师、员工和客户之间的合作关系在创造令人难忘的CXs方面发挥了重要作用。本研究结合并扩展了关于客户体验可记忆性和高档餐厅可持续实践的文献，为餐厅管理者提供实用建议。

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The contribution of sustainable practices to the creation of memorable customer experience: Empirical evidence from Michelin Green Star restaurants

This study aims to examine the contribution of sustainable practices to the creation of memorable customer experiences (CXs) in upscale restaurants, especially Michelin Green Star Restaurants (MGSRs). This research adopts a qualitative approach, employing the Gioia methodology to analyze the interviews with MGSRs’ managers and chefs, as well as the content of the restaurants’ corporate websites. In the findings, we identify the sustainable practices adopted by MGSRs to enhance CX memorability and classify them based on the theoretical dimensions of the hospitality experience. Finally, we propose a framework that integrates the sustainable practices implemented by MGSRs within the dimensions of functionality, authenticity, emotionality, engagement, and expressivity in hospitality CX. In this circular process, the partnerships developed among local suppliers, chefs, staff, and customers play a fundamental role in creating memorable CXs. This study combines and extends the literature on CX memorability and sustainable practices in upscale restaurants and provides practical suggestions to restaurant managers.

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.