A multilevel synthesis of subjective and objective measures of foodservices in the experience process

Huijun Wen, Ip Kin Anthony Wong, Seongseop (Sam) Kim, Frank Badu-Baiden, Kate Mingjie Ji

Research output: Journal article publicationJournal articleAcademic researchpeer-review

3 Citations (Scopus)


This study develops a multilevel framework that connects customer-to-customer (C2C) interaction quality to brand attachment through customer experience. Two food traits—uniqueness and taste—and service quality are posited to play different roles in this link. This research contributes to the literature on the effects of food traits and service on the experience creation process at upscale restaurants. By including both objective measures from user-generated ratings and subjective measures from customer evaluations of restaurant dining, this research sheds new light on the cross-level direct and moderating effects on the experience creation process, and thus answers the question of when and how this process is contingent on food traits and service of different dining outings. It further contributes to the brand attachment literature by revealing the cross-level moderated mediating effect of customer experience on customer emotional connection to a restaurant brand.

Original languageEnglish
Article number103059
JournalInternational Journal of Hospitality Management
Publication statusPublished - Oct 2021


  • Brand attachment
  • Customer interaction
  • Employee service quality
  • Experience
  • Food
  • Multilevel

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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