Publications

Authors:

Bonfanti, Angelo; Vigolo, Vania; Yfantidou, Georgia; Gutuleac, Rada

Title:

Customer experience management strategies in upscale restaurants: Lessons from the Covid-19 pandemic

Year:

2023

Type of item:

Articolo in Rivista

Tipologia ANVUR:

Articolo su rivista

Language:

Inglese

Format:

A Stampa

Referee:

Sì

Name of journal:

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT

ISSN of journal:

0278-4319

N° Volume:

109

Number or Folder:

February

Page numbers:

1-27

Keyword:

upscale restaurant; memorable dining experience; luxury restaurant; business strategy; customer needs; Covid-19

Short description of contents:

This study addresses customer experience management (CXM) in upscale restaurants. Specifically, it examines restaurateurs‘ perceptions of customers‘ changing needs following the outbreak of the Covid-19 pandemic. In addition, it identifies restaurants‘ CXM strategies that are being used now and could be retained in the future to provide memorable customer experiences. A qualitative study was conducted via in-depth interviews with managers of Michelin-starred restaurants in 12 countries. Lexical analysis was used to examine customers‘ needs and reflexive thematic analysis to identify CXM strategies. Before the pandemic, customers sought ―immersive‖ and ―amazing‖ experiences, while after, they craved ―reassuring,‖ ―sociable,‖ and ―unparalleled‖ gastronomic experiences, as well as an experiential home service delivery. In addition, previous CXM strategies (i.e., customer experiential immersion, engagement, intrigue, and listening) have been superseded by reassurance, conviviality, gastronomic experimentation, and home luxury gastronomic experience delivery. This study provides a model of CXM to support restaurant managers in creating memorable CX

Note:

AJG 3

Web page:

https://www.sciencedirect.com/science/article/pii/S0278431922002821

Product ID:

130845

Handle IRIS:

11562/1081113

Last Modified:

January 26, 2025

Bibliographic citation:

Bonfanti, Angelo; Vigolo, Vania; Yfantidou, Georgia; Gutuleac, Rada, Customer experience management strategies in upscale restaurants: Lessons from the Covid-19 pandemic «INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT» , vol. 109 , n. February , 2023 , pp. 1-27

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