A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE

ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISA

Autores

Palavras-chave:

Food Service, Experiência do cliente, Satisfação e lealdade, Experiência memorável, Marketing de destino

Resumo

O objetivo do estudo foi a realização de uma Revisão Sistemática de Literatura visando a compreensão do conteúdo, os resultados e as teorias abarcadas na literatura, bem como as oportunidades de desenvolvimento de trabalhos futuros sobre marketing de experiência no setor de Food Service. A partir da definição de palavras-chave foi realizada uma pesquisa na base de dados da Scopus que retornou 1.955 artigos. Após a utilização de critérios de inclusão e exclusão, chegou-se a 72 estudos que foram lidos e analisados na íntegra por meio da técnica de análise de conteúdo. Dessa análise, foram identificadas quatro temáticas: comportamento do consumidor, satisfação e lealdade, experiência memorável e compartilhável, e turismo e marketing de destino. Os dados mostram que a área do marketing onde são desenvolvidos mais estudos é em satisfação e lealdade, correspondendo a quase 32% das pesquisas, enquanto as demais áreas, mostram um comportamento similar, em termos de número de estudos. Ainda, o tema de pesquisa que mais tem se desenvolvido nos últimos dois anos é turismo e mídias sociais. Na sequência foi formulada uma agenda de pesquisa a partir dos 40 periódicos identificados nesse estudo e das indicações de trabalhos futuros citados nos artigos mais recentes. Com isso, foi possível inferir que o setor de food service será alvo de diversos estudos nos próximos anos devido a relevância do setor para a economia, e o tema experiência tem sido um dos temas em destaque no marketing por estar alinhado com as aspirações e necessidades dos consumidores contemporâneos.

Biografia do Autor

Bianca Virgínia Rodrigues de Freitas, Centro Universitário Unihorizontes

Possui graduação em Administração pela Pontifícia Universidade Católica de Minas Gerais(2004) e especialização em Curso de Especialização em Gestão e Qualidade Hospitalar pela Escola de Saúde Pública de Minas Gerais(2011). Atualmente é Administrador da Universidade Federal de Minas Gerais e Mestranda em Administração no Programa de Pós-graduação do Centro Universitário Unihorizontes.

Helena Belintani Shigaki, Universidade Federal de Minas Gerais, Brasil

Doutora em Administração (UFMG - CEPEAD/FACE), Mestre em Administração (PUC Minas - 2014), Especialista em Gestão Estratégica de Marketing (PUC Minas/ IEC - 2012) e Graduada em Administração (PUC Minas - 2010). Pesquisadora do Núcleo de Pesquisa, Ensino em Marketing e Estratégias de Operações da UFMG e, do Projeto Gestão Contemporânea de Mercados da Fundação Dom Cabral (FDC). Foi professora nos cursos de graduação em Administração no CEFET-MG (disciplinas: Administração Mercadológica II, Comportamento do Consumidor e Metodologia de pesquisa), Administração e Marketing no Centro Universitário UNA (disciplinas: Comportamento do Consumidor, Planejamento e Elaboração de Projetos e, Gestão Estratégica de Marketing); Administração e Ciências da Informação da PUC Minas (Análise e Estratégia de Mercado e, Gestão da Informação), da pós-graduação no UNIBH (Branding e Comunicação) e da pós-graduação no UNILESTE (Pesquisa Qualitativa). Foi orientadora de Projetos Aplicados Interdisciplinares (Centro Universitário UNA); de Trabalho de Conclusão de Curso de Graduação (UFMG e CEFET-MG) e Pós-graduação (UNIBH).Possui publicações em periódicos, além de artigos publicados em eventos nacionais e internacionais

Referências

Abrahams, R. D. (2001). Ordinary and Extraordinary Experience. In V. W. Turner & E. M. Bruner, The Anthropology of Experience (1a). University of Illinois Press.

ABRASEL. (2019). Pesquisa CREST®: Foodservice brasileiro segue tendência de crescimento. Abrasel. https://ba.abrasel.com.br/noticias/noticias/pesquisa-crest-foodservice-brasileiro-segue-tendencia-de-crescimento/?_ga=2.68585361.1006543199.1612828096-1185232086.1608685426

Akobeng, A. (2005). Understanding systematic reviews and meta-analysis. Archives of Disease in Childhood, 90(8), 845–848. https://doi.org/10.1136/adc.2004.058230

Alhelalat, J. A., Habiballah, M. A., & Twaissi, N. M. (2017). The impact of personal and functional aspects of restaurant employee service behaviour on customer satisfaction. International Journal of Hospitality Management, 66, 46–53. https://doi.org/10.1016/j.ijhm.2017.07.001

Alnsour, M., & Al Faour, H. R. (2019). The Influence of Customers Social Media Brand Community Engagement on Restaurants Visit Intentions: International Journal of Customer Relationship Marketing and Management, 10(4), 1–14. https://doi.org/10.4018/IJCRMM.2019100101

Andersson, T. D., Mossberg, L., & Therkelsen, A. (2017). Food and tourism synergies: Perspectives on consumption, production and destination development. Scandinavian Journal of Hospitality and Tourism, 17(1), 1–8. https://doi.org/10.1080/15022250.2016.1275290

Avelar, A. E. de, & Rezende, D. C. de. (2013). Hábitos alimentares fora do lar: Um estudo de caso em Lavras – MG. Organizações Rurais & Agroindustriais. http://repositorio.ufla.br/jspui/handle/1/1417

Balderas-Cejudo, A., Patterson, I., & Leeson, G. W. (2019). Senior Foodies:A developing niche market in gastronomic tourism. International Journal of Gastronomy and Food Science, 16, 100152. https://doi.org/10.1016/j.ijgfs.2019.100152

Barbosa, M. de L. de A., & Farias, S. A. de. (2012). Em Busca de Uma Experiência Extraordinária em Serviços de Restaurante. ROSA DOS VENTOS - Turismo e Hospitalidade, 4(3), Article 3. http://www.ucs.br/etc/revistas/index.php/rosadosventos/article/view/1694

Bardin, L. (2016). Análise de Conteúdo (71a). Almedina.

Batat, W., Peter, P. C., Moscato, E. M., Castro, I. A., Chan, S., Chugani, S., & Muldrow, A. (2019). The experiential pleasure of food: A savoring journey to food well-being. Journal of Business Research, 100, 392–399. https://doi.org/10.1016/j.jbusres.2018.12.024

Beldona, S., Buchanan, N., & L. Miller, B. (2014). Exploring the promise of e-tablet restaurant menus. International Journal of Contemporary Hospitality Management, 26(3), 367–382. https://doi.org/10.1108/IJCHM-01-2013-0039

Bowden, J. (2009). Customer Engagement: A Framework for Assessing Customer-Brand Relationships: The Case of the Restaurant Industry. Journal of Hospitality Marketing & Management, 18(6), 574–596. https://doi.org/10.1080/19368620903024983

Bowden, J. L. H., & Dagger, T. S. (2011). To Delight or Not to Delight? An Investigation of Loyalty Formation in the Restaurant Industry. Journal of Hospitality Marketing & Management, 20(5), 501–524. https://doi.org/10.1080/19368623.2011.570637

Carù, A., & Cova, B. (2003). Revisiting Consumption Experience: A More Humble but Complete View of the Concept. Marketing Theory, 3(2), 267–286. https://doi.org/10.1177/14705931030032004

Castillo-Canalejo, A. M., Sánchez-Cañizares, S. M., Santos-Roldán, L., & Muñoz-Fernández, G. A. (2020). Food Markets: A Motivation-Based Segmentation of Tourists. International Journal of Environmental Research and Public Health, 17(7), 2312. https://doi.org/10.3390/ijerph17072312

Choi, H., Choi, E.-K., Yoon, B., & Joung, H.-W. (2020). Understanding food truck customers: Selection attributes and customer segmentation. International Journal of Hospitality Management, 90, 102647. https://doi.org/10.1016/j.ijhm.2020.102647

Clauzel, A., & Riché, C. (2015). Socio-spatial distance during the service delivery process: The case of restaurants. Recherche et Applications En Marketing (English Edition), 30(2), 5–29. https://doi.org/10.1177/2051570715578352

Clemes, M. D., Mohi, Z., Li, X., & Hu, B. (2018). Synthesizing moderate upscale restaurant patrons’ dining experiences. Asia Pacific Journal of Marketing and Logistics, 30(3), 627–651. https://doi.org/10.1108/APJML-06-2017-0115

Costa, S. da S. (2020). The pandemic and the labor market in Brazil. Revista de Administração Pública, 54(4), 969–978. https://doi.org/10.1590/0034-761220200170

Dagevos, H., & van Ophem, J. (2013). Food consumption value: Developing a consumer-centred concept of value in the field of food. British Food Journal, 115(10), 1473–1486. https://doi.org/10.1108/BFJ-06-2011-0166

Di-Clemente, E., Hernández-Mogollón, J. M., & Campón-Cerro, A. M. (2019). Food-based experiences as antecedents of destination loyalty. British Food Journal, 121(7), 1495–1507. https://doi.org/10.1108/BFJ-07-2018-0419

ELSEVIER. (2020). What is Scopus about? - Scopus: Access and use Support Center. https://service.elsevier.com/app/answers/detail/a_id/15100/supporthub/scopus/related/1/

Elsevier. (2021). Journal of Retailing and Consumer Services. https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services

Emerald Publishing. (2021a). British Food Journal [Data set]. https://doi.org/10.3886/ICPSR07218.V4

Emerald Publishing. (2021b). International Journal of Contemporary Hospitality Management [Data set]. https://doi.org/10.3886/ICPSR07218.V4

Gray, B., Bell, J., & Ponsonby, S. (2003). Are You in the Mood…for Food? Journal of Food Products Marketing, 9(1), 3–13. https://doi.org/10.1300/J038v09n01_02

Gregorash, B. J. (2018). Understanding Authenticity Within Gastronomic Experiences. In J. M. Rickly & E. S. Vidon (Orgs.), Tourism Social Science Series (Vol. 24, p. 145–163). Emerald Publishing Limited. https://doi.org/10.1108/S1571-504320180000024010

Gupta, S., Dasgupta, S., & Chaudhuri, R. (2012). Critical success factors for experiential marketing: Evidences from the Indian hospitality industry. International Journal of Services and Operations Management, 11(3), 314. https://doi.org/10.1504/IJSOM.2012.045661

Ha, J., & Jang, S. (Shawn). (2013). Attributes, consequences, and consumer values: A means‐end chain approach across restaurant segments. International Journal of Contemporary Hospitality Management, 25(3), 383–409. https://doi.org/10.1108/09596111311311035

Haase, J., Wiedmann, K.-P., & Bettels, J. (2020). Sensory imagery in advertising: How the senses affect perceived product design and consumer attitude. Journal of Marketing Communications, 26(5), 475–487. https://doi.org/10.1080/13527266.2018.1518257

Hanefors, M., & Mossberg, L. (2003). Searching for the Extraordinary Meal Experience. Journal of Business and Management, 9, 249–270.

Hasan, M. R., Abdunurova, A., Wang, W., Zheng, J., & Shams, S. M. R. (2020). Using deep learning to investigate digital behavior in culinary tourism. Journal of Place Management and Development, 14(1), 43–65. https://doi.org/10.1108/JPMD-03-2020-0022

Hendijani, R. B., & Boo, H. C. (2020). Profiling Gastronomes from their Food Experience Journey. Journal of Hospitality & Tourism Research, 44(6), 931–950. https://doi.org/10.1177/1096348020917741

Hernández-Mogollón, J. M., Di-Clemente, E., & Campón-Cerro, A. M. (2020). Culinary travel experiences, quality of life and loyalty. Spanish Journal of Marketing - ESIC, 24(3), 425–446. https://doi.org/10.1108/SJME-11-2019-0094

Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic Consumption: Emerging Concepts, Methods and Propositions. Journal of Marketing, 46(3), 92–101. https://doi.org/10.2307/1251707

Instituto Foodservice Brasil (IFB). (2020, dezembro 29). Receita dos principais operadores de foodservice, fecha em novembro de 2020, com queda nominal de -11,6% na comparação anual. Foodbiz. http://foodbizbrasil.com/negocios/receita-dos-principais-operadores-de-foodservice-fecha-em-novembro-de-2020-com-queda-nominal-de-116-na-comparacao-anual/

Jeong, E., & Jang, S. (Shawn). (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 30(2), 356–366. https://doi.org/10.1016/j.ijhm.2010.08.005

Jeong, E., & Jang, S. (Shawn). (2018). The affective psychological process of self-image congruity and its influences on dining experience. International Journal of Contemporary Hospitality Management, 30(3), 1563–1583. https://doi.org/10.1108/IJCHM-02-2016-0047

Ji, M., Wong, I. A., Eves, A., & Leong, A. M. W. (2018). A multilevel investigation of China’s regional economic conditions on co-creation of dining experience and outcomes. International Journal of Contemporary Hospitality Management, 30(4), 2132–2152. https://doi.org/10.1108/IJCHM-08-2016-0474

Jin, N. (Paul), Lee, S., & Huffman, L. (2012). Impact of Restaurant Experience on Brand Image and Customer Loyalty: Moderating Role of Dining Motivation. Journal of Travel & Tourism Marketing, 29(6), 532–551. https://doi.org/10.1080/10548408.2012.701552

Kang, J.-W., Lee, H., & Namkung, Y. (2018). The impact of restaurant patrons’ flow experience on SNS satisfaction and offline purchase intentions. International Journal of Contemporary Hospitality Management, 30(2), 797–816. https://doi.org/10.1108/IJCHM-09-2016-0537

Khalilzadeh, J., Ghahramani, L., & Tabari, S. (2017). From “Hypercritics” to “Happy Campers”: Who Complains the Most in Fine Dining Restaurants? Journal of Hospitality Marketing & Management, 26(5), 451–473. https://doi.org/10.1080/19368623.2017.1256802

Kim, D., & Jang, S. S. (2019). The psychological and motivational aspects of restaurant experience sharing behavior on social networking sites. Service Business, 13(1), 25–49. https://doi.org/10.1007/s11628-018-0367-8

Kim, E., & Tang, L. (Rebecca). (2020). The role of customer behavior in forming perceived value at restaurants: A multidimensional approach. International Journal of Hospitality Management, 87, 102511. https://doi.org/10.1016/j.ijhm.2020.102511

Kim, E., Tang, L. (Rebecca), & Bosselman, R. (2018). Measuring customer perceptions of restaurant innovativeness: Developing and validating a scale. International Journal of Hospitality Management, 74, 85–98. https://doi.org/10.1016/j.ijhm.2018.02.018

Kim, J.-H. (2010). Determining the Factors Affecting the Memorable Nature of Travel Experiences. Journal of Travel & Tourism Marketing, 27(8), 780–796. https://doi.org/10.1080/10548408.2010.526897

Kim, O. Y., Seo, S., & Nurhidayati, V. A. (2019). Scale to measure tourist value of destination restaurant service. International Journal of Contemporary Hospitality Management, 31(7), 2827–2844. https://doi.org/10.1108/IJCHM-05-2018-0443

Kim, S., Chung, J.-E., & Suh, Y. (2016). Multiple reference effects on restaurant evaluations: A cross-cultural study. International Journal of Contemporary Hospitality Management, 28(7), 1441–1466. https://doi.org/10.1108/IJCHM-05-2014-0220

Knollenberg, W., Duffy, L. N., Kline, C., & Kim, G. (2020). Creating Competitive Advantage for Food Tourism Destinations Through Food and Beverage Experiences. Tourism Planning & Development, 0(0), 1–19. https://doi.org/10.1080/21568316.2020.1798687

Knutson, B., Beck, J., & Elsworth, J. (2006). The Two Dimensions of Restaurant Selection Important to the Mature Market. Journal of Hospitality & Leisure Marketing, 14(3), 35–47. https://doi.org/10.1300/J150v14n03_04

Koufie, G. E., & Kesa, H. (2020). Millennials motivation for sharing restaurant dining experiences on social media. Tourism and Leisure, 9, 25.

Kukanja, M., Omerzel, D. G., & Kodrič, B. (2017). Ensuring restaurant quality and guests’ loyalty: An integrative model based on marketing (7P) approach. Total Quality Management & Business Excellence, 28(13–14), 1509–1525. https://doi.org/10.1080/14783363.2016.1150172

Kunasegaran, M., Rasoolimanesh, S. M., & Khan, S. K. (2019). Experiences of international tourists with healthy signature foods: A case study in Malacca. British Food Journal, 122(6), 1869–1882. https://doi.org/10.1108/BFJ-08-2018-0567

Laming, C., & Mason, K. (2014). Customer experience—An analysis of the concept and its performance in airline brands. Research in Transportation Business & Management, 10, 15–25. https://doi.org/10.1016/j.rtbm.2014.05.004

LaTour, K. A., & Carbone, L. P. (2014). Sticktion: Assessing Memory for the Customer Experience. Cornell Hospitality Quarterly, 55(4), 342–353. https://doi.org/10.1177/1938965514521689

Lepkowska-White, E., Parsons, A., & Berg, W. (2019). Social media marketing management: An application to small restaurants in the US. International Journal of Culture, Tourism and Hospitality Research, 13(3), 321–345. https://doi.org/10.1108/IJCTHR-06-2019-0103

Lin, Y.-J., Liu, H.-L. W., & Chiang, W.-E. (2012). The Effect of Experiential Providers on Restaurant Patronage Decisions. Social Behavior and Personality: An International Journal, 40(7), 1065–1066. https://doi.org/10.2224/sbp.2012.40.7.1065

Lord, K. R., Putrevu, S., & Parsa, H. G. (2004). The Cross-Border Consumer: Investigation of Motivators and Inhibitors in Dining Experiences. Journal of Hospitality & Tourism Research, 28(2), 209–229. https://doi.org/10.1177/1096348003256604

Lucchese-Cheung, T., Batalha, M., & Lambert, J. (2012). Comportamentos do consumidor de alimentos: Tipologia e representação da comida. Agroalimentaria, 18, 115–129.

Mendini, M., Pizzetti, M., & Peter, P. C. (2019). Social food pleasure: When sharing offline, online and for society promotes pleasurable and healthy food experiences and well-being. Qualitative Market Research: An International Journal, 22(4), 544–556. https://doi.org/10.1108/QMR-06-2018-0067

Mhlanga, O. (2018). Customer experiences and return patronage in restaurants at OR Tambo International Airport in Johannesburg, South Africa. Tourism and Leisure, 7, 16.

Mkono, M. (2013). Existential authenticity in cultural restaurant experiences in Victoria Falls, Zimbabwe: A netnographic analysis. International Journal of Culture, Tourism and Hospitality Research, 7(4), 353–363. https://doi.org/10.1108/IJCTHR-03-2013-0010

Morgan, M., Watson, P., & Hemmington, N. (2008). Drama in the dining room: Theatrical perspectives on the foodservice encounter. Journal of Foodservice, 19(2), 111–118. https://doi.org/10.1111/j.1745-4506.2008.00090.x

Morganosky, M. A., & Cude, B. J. (2000). Large format retailing in the US: A consumer experience perspective. Journal of Retailing and Consumer Services, 7(4), 215–222. https://doi.org/10.1016/S0969-6989(00)00016-3

Mugel, O., Gurviez, P., & Decrop, A. (2019). Eudaimonia Around the Kitchen: A Hermeneutic Approach to Understanding Food Well-Being in Consumers’ Lived Experiences. Journal of Public Policy & Marketing, 38(2), 280–295. https://doi.org/10.1177/0743915618825267

Okumus, B. (2020). Food tourism research: A perspective article. Tourism Review, ahead-of-print(ahead-of-print). https://doi.org/10.1108/TR-11-2019-0450

Organização Internacional do Trabalho (OIT). (2021, janeiro 25). ILO Monitor: COVID-19 and the world of work. 7th edition [Briefing note]. http://www.ilo.org/global/topics/coronavirus/impacts-and-responses/WCMS_767028/lang--en/index.htm

Pine II, B. J., & Gilmore, J. H. (1998, julho 1). Welcome to the Experience Economy. Harvard Business Review. https://hbr.org/1998/07/welcome-to-the-experience-economy

Pratt, S., Suntikul, W., & Agyeiwaah, E. (2020). Determining the attributes of gastronomic tourism experience: Applying impact‐range performance and asymmetry analyses. International Journal of Tourism Research, 22(5), 564–581. https://doi.org/10.1002/jtr.2356

Pujiastuti, A. T., & Rusfian, E. Z. (2019). Electronic Word of Mouth on Experiential Marketing at Santhai Modern Thai Restaurant – Mall Kota Kasablanka, Jakarta. International Journal of Innovation, 8(6), 12.

Quynh, N. H., Nha, N. P. N., Hoai, N. T., & Gi-Du, K. (2020). The role of customer engagement in the interrelationship process: Moderating effect of customer experience. International Journal of Business Innovation and Research, 23(1), 64–86.

Rashid, T. (2003). Relationship marketing: Case studies of personal experiences of eating out. British Food Journal, 105(10), 742–750. https://doi.org/10.1108/00070700310506281

Rezende, D. C. de, & Silva, M. A. R. (2014). Eating-out and experiential consumption: A typology of experience providers. British Food Journal. https://doi.org/10.1108/BFJ-02-2012-0027

Rousta, A., & Jamshidi, D. (2020). Food tourism value: Investigating the factors that influence tourists to revisit. Journal of Vacation Marketing, 26(1), 73–95.

Ryu, K., & Han, H. (2011). New or repeat customers: How does physical environment influence their restaurant experience? International Journal of Hospitality Management, 30(3), 599–611. https://doi.org/10.1016/j.ijhm.2010.11.004

Saarijärvi, H., Kuusela, H., & Rintamäki, T. (2013). Facilitating customers’ post‐purchase food retail experiences. British Food Journal, 115(5), 653–665. https://doi.org/10.1108/00070701311331562

Same, S., & Larimo, J. (2012). Marketing Theory: Experience Marketing and Experiential Marketing. 7th International Scientific Conference, Business and Management. https://doi.org/10.3846/BM.2012.063

Sampaio, R. F., & Mancini, M. C. (2007). Estudos de revisão sistemática: Um guia para síntese criteriosa da evidência científica. Rev. bras. fisioter., 11(1), 83–89. https://doi.org/10.1590/S1413-35552007000100013

Sánchez Fernández, R., Swinnen, G., & Iniesta Bonillo, M. Á. (2013). La creación de valor en servicios: Una aproximación a las dimensiones utilitarista y hedonista en el ámbito de la restauración. Cuadernos de Economía y Dirección de la Empresa, 16(2), 83–94. https://doi.org/10.1016/j.cede.2012.05.004

Schmitt, B. (1999). Experiential Marketing. Journal of Marketing Management, 15(1–3), 53–67. https://doi.org/10.1362/026725799784870496

SEBRAE. (2019). O Setor de Alimentação Fora do Lar Conectado com o Futuro—Sebrae. https://www.sebrae.com.br/sites/PortalSebrae/artigos/artigoshome/o-setor-de-alimentacao-fora-do-lar-conectado-com-o-futuro,cfeda9710ca8c610VgnVCM1000004c00210aRCRD

Seongseop (Sam), K., Munhyang (Moon), O., Young, C. J., & Youngjoon, C. (2020). Influence of local food attributes and perceived benefits on post-tasting responses through tourists’ local food consumption. International Journal of Tourism Research, n/a(n/a), 1–14. https://doi.org/10.1002/jtr.2384

Seyitoğlu, F., & Ivanov, S. (2020). A conceptual study of the strategic role of gastronomy in tourism destinations. International Journal of Gastronomy and Food Science, 21, 100230. https://doi.org/10.1016/j.ijgfs.2020.100230

Shahriari, E., Torres, I. M., Zúñiga, M. A., & Alfayez, N. (2020). Picture this: The role of mental imagery in induction of food craving – a theoretical framework based on the elaborated intrusion theory. Journal of Consumer Marketing, 37(1), 31–42. https://doi.org/10.1108/JCM-02-2018-2553

Silkes, C. A., Cai, L. A., & Lehto, X. Y. (2013). Marketing To The Culinary Tourist. Journal of Travel & Tourism Marketing, 30(4), 335–349. https://doi.org/10.1080/10548408.2013.784151

Sundqvist, J., & Walter, U. (2017). Deriving Value from Customer Based Meal Experiences—Introducing a Postmodern Perspective on the Value Emergence from the Experience of the Commercial Meal. Journal of Culinary Science & Technology, 15(2), 171–185. https://doi.org/10.1080/15428052.2016.1225537

Suvittawatt, A., Maneenuam, T., & Bunliang, T. (2019). New Product Development for Food Restaurant: Competitive Advantage for Food Entrepreneurs. 780–784.

Torres, E. N., Zhang, T., & Ronzoni, G. (2020). Measuring delightful customer experiences: The validation and testing of a customer delight scale along with its antecedents and effects. International Journal of Hospitality Management, 87, 102380. https://doi.org/10.1016/j.ijhm.2019.102380

Van Eck, N. J., & Waltman, L. (2010). Software survey: VOSviewer, a computer program for bibliometric mapping. Scientometrics, 84, 523–538. https://doi.org/10.1007/s11192-009-0146-3

Van Esch, P., Heller, J., & Northey, G. (2019). The effects of inner packaging color on the desirability of food. Journal of Retailing and Consumer Services, 50, 94–102. https://doi.org/10.1016/j.jretconser.2019.05.003

Van Rompay, T. J. L., Van Hoof, J. J., Rorink, J., & Folsche, M. (2019). Served straight up: Effects of verticality cues on taste evaluations and luxury perceptions. Appetite, 135, 72–78. https://doi.org/10.1016/j.appet.2019.01.002

Vosviewer. (2021). VOSviewer—Visualizing scientific landscapes. VOSviewer. https://www.vosviewer.com/

Warde, A., Cheng, S.-L., Olsen, W., & Southerton, D. (2007). Changes in the Practice of Eating: A Comparative Analysis of Time-Use. Acta Sociologica, 50(4), 363–385.

Warde, A., & Martens, L. (2000). Eating Out: Social Differentiation, Consumption and Pleasure. Cambridge University Press. https://doi.org/10.1017/CBO9780511488894

Widjaja, D. C., Jokom, R., Kristanti, M., & Wijaya, S. (2020). Tourist behavioural intentions towards gastronomy destination: Evidence from international tourists in Indonesia. Anatolia, 31(3), 376–392. https://doi.org/10.1080/13032917.2020.1732433

Wijaya, S., King, B., Nguyen, T.-H., & Morrison, A. (2013). International visitor dining experiences: A conceptual framework. Journal of Hospitality and Tourism Management, 20, 34–42. https://doi.org/10.1016/j.jhtm.2013.07.001

Wu, C. H.-J., & Liang, R.-D. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28(4), 586–593. https://doi.org/10.1016/j.ijhm.2009.03.008

Yim, M. Y.-C., & Yoo, C. Y. (2020). Are Digital Menus Really Better than Traditional Menus? The Mediating Role of Consumption Visions and Menu Enjoyment. Journal of Interactive Marketing, 50, 65–80. https://doi.org/10.1016/j.intmar.2020.01.001

Yuan, Y.-H. “Erin", & Wu, C. “Kenny". (2008). Relationships Among Experiential Marketing, Experiential Value, and Customer Satisfaction. Journal of Hospitality & Tourism Research, 32(3), 387–410. https://doi.org/10.1177/1096348008317392

Yüksel, A., & Yüksel, F. (2003). Measurement of tourist satisfaction with restaurant services: A segment-based approach. Journal of Vacation Marketing, 9(1), 52–68. https://doi.org/10.1177/135676670200900104

Zahra, M., Majid, E., & Manijeh, B. (2020). The Effect of Customer Experiences on Purchase Intention Through Mediator Variables of Mental Engagement and Visual Perception. Studies in Business and Economics, 15(2), 175–191. https://doi.org/10.2478/sbe-2020-0033

Zhu, J., Jiang, L., Dou, W., & Liang, L. (2019). Post, Eat, Change: The Effects of Posting Food Photos on Consumers’ Dining Experiences and Brand Evaluation. Journal of Interactive Marketing, 46, 101–112. https://doi.org/10.1016/j.intmar.2018.10.002

Publicado

2022-06-01

Como Citar

Virgínia Rodrigues de Freitas, B. ., & Shigaki, H. B. (2022). A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE: ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISA. Marketing & Tourism Review, 7(1). Recuperado de https://revistas.face.ufmg.br/index.php/mtr/article/view/6790

Edição

Seção

Artigos