Examining the Impact of Consumer Innovativeness and Innovative Restaurant Image in Upscale Restaurants

Abstract

Long-term customer retention in the upscale restaurant industry requires successful management of postconsumption service evaluations. The purpose of this research is to identify drivers of price fairness and postconsumption behavioral intentions within the context of upscale/fine dining restaurant patronage. Specifically, this study identifies the dual roles of consumer innovation and restaurant image as drivers of price fairness and behavioral intentions. Based on a review of the literature, a construct nomology was proposed. The model was then tested using data collected from a sample of upscale restaurant patrons residing in the United States. Results of a structural equation analysis suggest, for innovative consumers, the perception that a restaurant is likewise innovative results in increased perceptions of price fairness and positive postconsumption behavioral intention. Innovative customers, grateful to the restaurant for having their needs for novelty satisfied, were more likely to perceive prices as fair and were more likely to report positive behavioral intentions. The academic and managerial implications of these findings are considered.