Influence of Mechanic, Functional, and Humanic Clues on Customers’ Experiential Values and Behavioral Intentions in Full-Service Restaurants

Abstract

“Quality dining experience” is an important benefit for restaurants, but the concept of experiential value has been overlooked in restaurant service-quality studies. This study examines the effects of mechanical, functional, and human clues on customer experience and behavioral intention for full-service restaurants. Statistical analysis demonstrates that mechanical clues significantly influence functional and human clues, and that these clues are significant determinants of customers’ experiential value. Analysis also shows that functional clues and experiential value significantly influence customers’ behavioral intention. Therefore, managers of full-service restaurants should consider the role of functional and human clues when planning for their restaurant’s dining experience.