Pubblicazioni

Autori:

Bonfanti, Angelo; Bagnato, Giovanna; Vigolo, Vania

Titolo:

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

Anno:

2025

Tipologia prodotto:

Articolo in Rivista

Tipologia ANVUR:

Articolo su rivista

Lingua:

Inglese

Formato:

A Stampa

Referee:

Sì

Nome rivista:

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT

ISSN Rivista:

0278-4319

N° Volume:

126

Numero o Fascicolo:

April

Intervallo pagine:

1-11

Parole chiave:

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

Breve descrizione dei contenuti:

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.

Note:

AJG 3

Pagina Web:

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

Id prodotto:

143717

Handle IRIS:

11562/1149447

ultima modifica:

13 gennaio 2025

Citazione bibliografica:

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

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