Anshul Garg & Maria Amelia
There was a time when individuals used to purchase facilities on the basis of eminence only. Today, customers wish to experience a complete service delivery that takes into account the physical atmosphere, employee performance, and food excellence. An excellent dining experience is a significant factor for both customers as well as restaurants. Studies in the past have shown the important effect of food quality, physical environment, employee behavior and service on customers’ dining experience. Thus, the concept of customers’ experiential value is a key component in restaurant service quality studies. This study sheds light on how food and service excellence, physical setting and employee behavior impacts on customers’ dining experience. The objective of this study is to explore the collective effect of mechanic, functional, and humanic clues on customer’s dining experience in fine dining restaurants. Subsequently, a quantitative research methodology examines the combined effects of the physical setting (mechanic clues), the conduct of employees (humanic clues) and the quality of the food (functional clues).
Keywords: : Mechanic clues, humanic clues, functional clues, dining experience