The effects of crowding and service climate on the perception of the Experiential value of consumption in self-service restaurants

Abstract

ABSTRACT This research seeks to verify whether perceived crowding, perceived service climate, positive customer-to-customer (C2C) interactions, and dysfunctional customer behavior influence the perception of experiential consumption value in self-service restaurants. We surveyed by applying a questionnaire to 337 consumers. The results showed that the perceived service climate and positive C2C interactions could influence the experiential value of consumption in a self-service restaurant. We found that perceived crowding can influence positive C2C interactions and dysfunctional customer behavior. The results also demonstrate that positive C2C interactions can mediate the relationship between the perceived service climate and the experiential value of consumption.