IDEAS home Printed from https://ideas.repec.org/a/gam/jtourh/v5y2024i3p34-576d1426428.html
   My bibliography  Save this article

Product Innovation and Customer Experience: Catalysts for Enhancing Satisfaction in Quick Service Restaurants

Author

Listed:
  • Parikshat Singh Manhas

    (The Business School & School of Hospitality and Tourism Management, University of Jammu, Jammu 180006, India)

  • Priyanka Sharma

    (School of Hospitality and Tourism Management, University of Jammu, Jammu 180006, India)

  • Joana A. Quintela

    (Department of Tourism, Heritage and Culture, REMIT—Research on Economics, Management and Information Technologies, Portucalense University, 4200-072 Porto, Portugal)

Abstract

This study investigates the multifaceted relationships between product innovation, customer satisfaction, and experience within the quick service restaurants (QSR) sector. Moreover, it explores the reciprocal dynamics, scrutinizing the impact of customer experience on shaping customer satisfaction. Furthermore, the research delves into the mediating function of customer experience in establishing the connection between product innovation and customer satisfaction. The participant pool encompassed 221 respondents, patrons of well-established QSRs, such as McDonald’s, Domino’s Pizza, Pizza Hut, and KFC, strategically situated in three prominent north Indian cities—Jammu, Chandigarh, and Delhi. Employing a structural equation modelling technique, the study meticulously examines the relationships between these crucial elements (product innovation, customer experience and customer satisfaction). This research contributes to existing knowledge by offering a detailed study of the dynamics governing product innovation, customer satisfaction, and experience in the QSR sector. The findings bear practical implications for QSR operators, providing valuable insights into strategies for enhancing customer satisfaction through effective product innovation and an elevated dining experience.

Suggested Citation

  • Parikshat Singh Manhas & Priyanka Sharma & Joana A. Quintela, 2024. "Product Innovation and Customer Experience: Catalysts for Enhancing Satisfaction in Quick Service Restaurants," Tourism and Hospitality, MDPI, vol. 5(3), pages 1-18, June.
    • Handle: RePEc:gam:jtourh:v:5:y:2024:i:3:p:34-576:d:1426428
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2673-5768/5/3/34/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2673-5768/5/3/34/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Kirmani, Amna, 1990. "The Effect of Perceived Advertising Costs on Brand Perceptions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(2), pages 160-171, September.
    2. Michael Spence, 2002. "Signaling in Retrospect and the Informational Structure of Markets," American Economic Review, American Economic Association, vol. 92(3), pages 434-459, June.
    3. Chang, Yi-Ying & Hughes, Mathew, 2012. "Drivers of innovation ambidexterity in small- to medium-sized firms," European Management Journal, Elsevier, vol. 30(1), pages 1-17.
    4. Chae, Bongsug (Kevin), 2012. "An evolutionary framework for service innovation: Insights of complexity theory for service science," International Journal of Production Economics, Elsevier, vol. 135(2), pages 813-822.
    5. Mohammed A. Hajar & Ammar Ahmed Alkahtani & Daing Nasir Ibrahim & Mohammed A. Al-Sharafi & Gamal Alkawsi & Noorminshah A. Iahad & Mohd Ridzuan Darun & Sieh Kiong Tiong, 2022. "The Effect of Value Innovation in the Superior Performance and Sustainable Growth of Telecommunications Sector: Mediation Effect of Customer Satisfaction and Loyalty," Sustainability, MDPI, vol. 14(10), pages 1-20, May.
    6. Steve Kaplan, 2009. "The Future of Private Equity," Journal of Applied Corporate Finance, Morgan Stanley, vol. 21(3), pages 8-20, June.
    7. F. Biélen & N. Demoulin, 2007. "Waiting time influence on the satisfaction-loyalty relationship in services," Post-Print hal-00254951, HAL.
    8. Etienne Musonera, 2019. "Merger of Burger King and Tim Hortons: analysis of marketing strategies in the quick service restaurants," International Journal of Human Rights and Constitutional Studies, Inderscience Enterprises Ltd, vol. 6(4), pages 267-283.
    9. Suhail A. Bhat & Mushtaq A. Darzi & Shakir H. Parrey, 2018. "Antecedents of Customer Loyalty in Banking Sector: A Mediational Study," Vikalpa: The Journal for Decision Makers, , vol. 43(2), pages 92-105, June.
    10. Boulding, William & Kirmani, Amna, 1993. "A Consumer-Side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality?," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(1), pages 111-123, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Heribert Gierl & Julia Koncz, 2007. "Unternehmenswachstum und Internationalität als Qualitätssignale," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 17(4), pages 389-409, January.
    2. Shu Wang & Ying-Kai Liao & Wann-Yih Wu & Khanh Bao Ho Le, 2021. "The Role of Corporate Social Responsibility Perceptions in Brand Equity, Brand Credibility, Brand Reputation, and Purchase Intentions," Sustainability, MDPI, vol. 13(21), pages 1-19, October.
    3. Cambier, Fanny & Poncin, Ingrid, 2020. "Inferring brand integrity from marketing communications: The effects of brand transparency signals in a consumer empowerment context," Journal of Business Research, Elsevier, vol. 109(C), pages 260-270.
    4. Pecot, Fabien & Merchant, Altaf & Valette-Florence, Pierre & De Barnier, Virginie, 2018. "Cognitive outcomes of brand heritage: A signaling perspective," Journal of Business Research, Elsevier, vol. 85(C), pages 304-316.
    5. Ponce de Leon, Rebecca & Carter, James T. & Rosette, Ashleigh Shelby, 2024. "Sincere solidarity or performative pretense? Evaluations of organizational allyship," Organizational Behavior and Human Decision Processes, Elsevier, vol. 180(C).
    6. Ernst, Holger & Wickede, Anje, 1999. "Einflußfaktoren auf die Glaubwürdigkeit kundenorientierter Produkt-Vorankündigungen: Ein signaltheoretischer Ansatz," Manuskripte aus den Instituten für Betriebswirtschaftslehre der Universität Kiel 515, Christian-Albrechts-Universität zu Kiel, Institut für Betriebswirtschaftslehre.
    7. Sigurdsson, Valdimar & Larsen, Nils Magne & Alemu, Mohammed Hussen & Gallogly, Joseph Karlton & Menon, R. G. Vishnu & Fagerstrøm, Asle, 2020. "Assisting sustainable food consumption: The effects of quality signals stemming from consumers and stores in online and physical grocery retailing," Journal of Business Research, Elsevier, vol. 112(C), pages 458-471.
    8. Abraham Koshy & . Abhishek, 2010. "Quality Perceptions of Private Label Brands Conceptual Framework and Agenda for Research," Working Papers id:2756, eSocialSciences.
    9. Michael J. Barone & Thomas E. DeCarlo, 2003. "Emerging Forms of Competitive Advantage: Implications for Agricultural Producers," Center for Agricultural and Rural Development (CARD) Publications 03-mrp5, Center for Agricultural and Rural Development (CARD) at Iowa State University.
    10. Margarete Schellong & Nils D. Kraiczy & Lucia Malär & Andreas Hack, 2019. "Family Firm Brands, Perceptions of Doing Good, and Consumer Happiness," Entrepreneurship Theory and Practice, , vol. 43(5), pages 921-946, September.
    11. Stevens, Charles E. & Makarius, Erin E. & Mukherjee, Debmalya, 2015. "It Takes Two to Tango: Signaling Behavioral Intent in Service Multinationals' Foreign Entry Strategies," Journal of International Management, Elsevier, vol. 21(3), pages 235-248.
    12. Mohamed Akli Achabou, 2014. "Brand influence on consumer preference for environmental labels," Working Papers 2014-139, Department of Research, Ipag Business School.
    13. Michael J. Barone & Thomas E. DeCarlo, 2003. "Emerging Forms of Competitive Advantage: Implications for Agricultural Producers," Midwest Agribusiness Trade Research and Information Center (MATRIC) Publications (archive only) 03-mrp5, Center for Agricultural and Rural Development (CARD) at Iowa State University.
    14. Koushyar Rajavi & Tarun Kushwaha & Jan-Benedict E M Steenkamp, 2019. "In Brands We Trust? A Multicategory, Multicountry Investigation of Sensitivity of Consumers’ Trust in Brands to Marketing-Mix Activities," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 46(4), pages 651-670.
    15. Rod Mccoll & Yann Truong & Antonella La Rocca, 2019. "Service guarantees as a base for positioning in B2B," Post-Print hal-02326105, HAL.
    16. Spielmann, Nathalie & Discua Cruz, Allan & Tyler, Beverly B. & Cerrato, Daniele, 2022. "Signaling stewardship and the value of family in a brand heritage Identity: A cross-cultural study of wineries," Journal of Business Research, Elsevier, vol. 153(C), pages 35-45.
    17. Dror Etzion & Aviad Pe'er, 2014. "Mixed signals: A dynamic analysis of warranty provision in the automotive industry, 1960–2008," Strategic Management Journal, Wiley Blackwell, vol. 35(11), pages 1605-1625, November.
    18. Sharma, Piyush & Davcik, Nebojsa S. & Pillai, Kishore Gopalakrishna, 2016. "Product innovation as a mediator in the impact of R&D expenditure and brand equity on marketing performance," Journal of Business Research, Elsevier, vol. 69(12), pages 5662-5669.
    19. De Castro, Julio O. & Balkin, David B. & Shepherd, Dean A., 2008. "Can entrepreneurial firms benefit from product piracy?," Journal of Business Venturing, Elsevier, vol. 23(1), pages 75-90, January.
    20. Shuk Ying Ho & Arun Rai, 2017. "Continued Voluntary Participation Intention in Firm-Participating Open Source Software Projects," Information Systems Research, INFORMS, vol. 28(3), pages 603-625, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jtourh:v:5:y:2024:i:3:p:34-576:d:1426428. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.