The dark side of customer experiences in fast-food industry: exploring the intersection of physical environment, emotions and customer retention
Yazarlar (1)
Doç. Dr. Çağlar SAMSA Kafkas Üniversitesi, Türkiye
| Makale Türü | Özgün Makale (ESCI dergilerinde yayınlanan tam makale) | ||
| Dergi Adı | TQM Journal | ||
| Dergi ISSN | 1754-2731 Wos Dergi Scopus Dergi | ||
| Dergi Tarandığı Indeksler | ESCI, SCOPUS | ||
| Makale Dili | İngilizce | Basım Tarihi | 07-2025 |
| Kabul Tarihi | 04-04-2026 | Yayınlanma Tarihi | – |
| Cilt / Sayı / Sayfa | 37 / 7 / 1774–1801 | DOI | 10.1108/TQM-11-2023-0393 |
| Makale Linki | https://doi.org/10.1108/tqm-11-2023-0393 | ||
| Özet |
| Purpose This study examines the impact of physical environmental factors on customer retention in fast-food restaurants/cafeterias. Furthermore, this study examines the mediating effect of customers’ positive emotions on this relationship. Design/methodology/approach In this study, the stimulus-organism-response model developed by Mehrabian and Russell (1974) is applied within the context of the fast-food restaurant/cafeteria industry. Data were collected from a sample of 250 consumers who have patronized establishments within this industry. The assessment model entailed employing the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach, which involved a two-stage procedure: measurement model and structural model evaluation. Findings The study’s results underscore the key role of customer positive emotions in influencing … |
| Anahtar Kelimeler |
| Atmosphere | Customer emotions | Customer experience | PLS-SEM | Service marketing |
BM Sürdürülebilir Kalkınma Amaçları
| Atıf Sayıları | |
| WoS | 4 |
| SCOPUS | 2 |
| Google Scholar | 9 |