Role Of Nostalgia In Hospitality

1987 Words8 Pages
Exploring the role of nostalgia in the restaurant experience as well as the customer satisfaction and return patronage

Begüm Kızıldemir
ABSTRACT

During the last few years, marketing the nostalgic food items become a fashion all around the world. Consumers prefer to meet with an old friend that comes with a bunch of memories rather then being introduced to a new one with hundreds of substitutes. Since the junk food industry give such a good respond, it can not be wrong to expect the same positive feedback from the restaurant industry as well. From this point of view, this article proposes a conceptual model that explains the influence of nostalgia and nostalgic bonding in observing post-dining intentions.

INTRODUCTION

There
…show more content…
Generally, these elements of nature may be recognized more poor then habitual ( This is called negative disconfirmation), if it’s better then habitual (affirmative disconfirmation), or just as it’s predicted (a neutral disconfirmation). Oliver (1981) The customers should feel special during the dining experience. So wowing them, hosting them as guests and giving them more they expected should be the distinctive power of a successful restaurateur. At this point, to assure this wow effect with a help of nostalgia would be quite logical to perform and makes positive disconfirmation…show more content…
The SERVQUAL approach identifies and measures the gap between customers ' expectations of service and the performance they actually receive. The model is built on the assumption that the smaller the gap, the better the quality of service provided. The SERVQUAL model has to some extent laid the foundations for quality service research; however, its definition of service quality is similar to that of customer satisfaction. Kivela, Inbakaran and Reece (1999) .SERVQUAL is the development of a 22-item instrument for assessing customer perceptions of service quality in service and retailing organizations Parasuman, Berry, Zeithaml (1988)It is important to make a distinction between service quality and satisfaction. Service quality is the consumer 's judgment about the product 's overall excellence or superiority, whereas satisfaction is related to specific transaction(s), that is, acquiring and using the product.’ Kivela, Inbakaran and Reece

More about Role Of Nostalgia In Hospitality

Open Document