宠物餐厅顾客的经历如何影响他们的情绪反应：来自PLS-SEM和文本挖掘的证据

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

International Journal of Hospitality Management Pub Date : 2025-07-08 DOI:10.1016/j.ijhm.2025.104355

Xingyi Zhang , Sijun Liu , Xiaolong Shao

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引用次数: 0

摘要

由于美国宠物拥有量的快速增长，近年来对宠物友好型餐馆的需求显著增加。本研究旨在探讨宠物顾客对宠物友好型餐饮服务各方面的体验如何影响他们的情感体验。研究1使用文本挖掘方法分析了用户生成的数据，以探索影响宠物顾客在餐馆体验的因素。研究二采用在线调查和偏最小二乘结构方程模型来检验养宠物顾客的体验、餐馆的认知同理心和他们的情绪健康之间的关系。研究1的结果确定了养宠物顾客体验的六个关键方面及其与顾客情绪的关系。研究2的研究结果强调了养宠物顾客体验对情绪幸福感的影响以及认知共情的中介作用。本研究为餐厅业者设计有效的宠物友善服务提供有效建议。

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How pet-owning restaurant customers’ experiences shape their emotional reactions: evidence from PLS-SEM and text mining

Due to the rapid growth in pet ownership in the United States, the demand for pet-friendly restaurants has increased significantly in recent years. This study aims to explore how pet-owning customers’ experiences with various aspects of pet-friendly foodservice influence their emotional experiences using a mixed-methods approach. Study 1 analyzed user-generated data using a text-mining approach to explore factors shaping pet-owning customers’ experiences at restaurants. Study 2 employed an online survey and partial least squares structural equation modeling to examine the relationships between pet-owning customers’ experiences, cognitive empathy from restaurants, and their emotional well-being. The results of Study 1 identified six key aspects of pet-owning customers’ experiences and their relationships with customers’ emotions. The findings from Study 2 highlighted the effects of pet-owning customers’ experiences on emotional well-being and the mediating role of cognitive empathy. This study provides effective recommendations for restaurant practitioners to design effective pet-friendly services.

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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.