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Perceived Quality and Service Experience: Mediating Effects of Positive and Negative Emotions

Ribeiro, Manuel Alector and Prayag, Girish (2019) Perceived Quality and Service Experience: Mediating Effects of Positive and Negative Emotions Journal of Hospitality Marketing and Management, 28 (3). pp. 285-305.

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Ribeiro-2018-PerceivedQualityandServiceExperience.pdf - Accepted version Manuscript
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Using the cognition-affect-behavior response system, this study examines the effects of three dimensions of perceived quality (service quality, food quality and restaurant atmospherics) and emotions on overall customer service experience in ethnic restaurants. The study builds on the gap in the literature with respect to the evaluation of perceived quality as a higher-order construct consisting of three dimensions. The baseline and two competing models are proposed and tested on a sample of 665 diners to Brazilian restaurants in the United Kingdom (UK). The findings revealed that all hypothesized relationships were statistically significant, except for the relationship between restaurant atmospherics and negative emotions. Only positive emotions mediated the effect of perceived quality on customer service experience. The findings have significant theoretical and managerial implications for service providers and encouraging diners to experience Brazilian restaurants in the UK.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
Ribeiro, Manuel
Prayag, Girish
Date : 2019
DOI : 10.1080/19368623.2018.1517071
Copyright Disclaimer : © 2018 Taylor & Francis. This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Hospitality Marketing and Management on 15/10/2018, available online:
Uncontrolled Keywords : Service quality; Food quality; Atmospherics; Emotions; Customer experience; Ethnic restaurants
Depositing User : Clive Harris
Date Deposited : 24 Sep 2018 14:27
Last Modified : 23 May 2019 07:57

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