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Toward a luxury restaurant renewal: Antecedents and consequences of digitalized gastronomy experiences

Florence Jeannot, Maud Dampérat (), Marielle Salvador, Mariem El Euch Maalej and Eline Jongmans
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Florence Jeannot: CERAG - Centre d'études et de recherches appliquées à la gestion - UGA - Université Grenoble Alpes, INSEEC - Institut des hautes études économiques et commerciales | School of Business and Economics
Maud Dampérat: UL2 - Université Lumière - Lyon 2, COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne
Marielle Salvador: Institut Paul Bocuse
Mariem El Euch Maalej: PSB - Paris School of Business - HESAM - HESAM Université - Communauté d'universités et d'établissements Hautes écoles Sorbonne Arts et métiers université
Eline Jongmans: CERAG - Centre d'études et de recherches appliquées à la gestion - UGA - Université Grenoble Alpes, UGA - Université Grenoble Alpes

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Abstract: Like many other activities, luxury gastronomy has been affected by the COVID-19 pandemic. To maintain a certain level of turnover, luxury restaurants had to innovate by digitalizing their offer, that is, delivering a customer journey that encompasses digital and physical consumer experiences. Based on the two approaches to customer experience (dimension-and stageoriented), the aim of this research is to propose and test a model of the digitalized gastronomy experience that includes its antecedents and consequences. A qualitative study (Study 1), involving 15 restaurant chefs and experts, defines the digitalized gastronomy experience and identifies the dimensions and customer journey stages associated with that experience. A quantitative study (Study 2) of 217 French consumers of luxury gastronomy validates the proposed conceptualization, its antecedents (website elements and psychological variables), and its consequences (purchase intentions). We also confirm the role of involvement in gastronomy as a contingent variable.

Keywords: Luxury restaurants; Gastronomy; Digitalized experience; Online customer experience; Luxury restaurants Gastronomy Digitalized experience Online customer experience (search for similar items in EconPapers)
Date: 2022-07
New Economics Papers: this item is included in nep-mkt and nep-pay
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Published in Journal of Business Research, 2022, 146, pp.518-539. ⟨10.1016/j.jbusres.2022.03.092⟩

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DOI: 10.1016/j.jbusres.2022.03.092

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