Publications

Authors:

Bonfanti, Angelo; Bagnato, Giovanna; Vigolo, Vania

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Title:

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

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Year:

2025

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Type of item:

Articolo in Rivista

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Tipologia ANVUR:

Articolo su rivista

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Language:

Inglese

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Format:

A Stampa

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Referee:

Sì

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Name of journal:

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT

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ISSN of journal:

0278-4319

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N° Volume:

126

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Number or Folder:

April

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Page numbers:

1-11

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Keyword:

Memorable customer experience; Sustainable practices; Michelin Green Star restaurants; Upscale restaurant; Dining experience; Luxury restaurant

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Short description of contents:

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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Note:

AJG 3

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Web page:

https://www.sciencedirect.com/science/article/pii/S0278431925000337

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Product ID:

143717

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Handle IRIS:

11562/1149447

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Last Modified:

January 13, 2025

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Bibliographic citation:

Bonfanti, Angelo; Bagnato, Giovanna; Vigolo, Vania, The contribution of sustainable practices to the creation of memorable customer experience: Empirical evidence from Michelin Green Star restaurants «INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT» , vol. 126 , n. April , 2025 , pp. 1-11

Consulta la scheda completa presente nel repository istituzionale della Ricerca di Ateneo