Short answer

Focus on enhancing the perceived quality of products and services, improving the ease of access and service delivery, and ensuring pricing is perceived as fair to cultivate a superior customer experience.

Field: User-Centred Design
Source: Journal of International Crisis and Risk Communication Research (2014)
Method: Mixed-methods research
Evidence: Strong effect

The overall customer experience in beverage establishments is significantly influenced by the perceived quality of offerings, the convenience of the service, and the fairness of the pricing. This user-centred design research insight is drawn from a 2014 study published in Journal of International Crisis and Risk Communication Research. Using Mixed-methods research, researchers explored how this design variable affects real-world outcomes. The key design takeaway: Focus on enhancing the perceived quality of products and services, improving the ease of access and service delivery, and ensuring pricing is perceived as fair to cultivate a superior customer experience.

Study

User-Centred DesignHigh ImpactStrong effect

Customer Experience in Beverage Establishments is Driven by Quality, Convenience, and Price Fairness

The overall customer experience in beverage establishments is significantly influenced by the perceived quality of offerings, the convenience of the service, and the fairness of the pricing.

Journal of International Crisis and Risk Communication Research · 2014

Key Findings

01Quality attributes, convenience, and perceived price fairness are significant antecedents of customer experience.
02The relative importance of these antecedents can vary across different types of beverage establishments.

Application

Design takeaway

How to apply

When designing or redesigning a beverage establishment, conduct user research to understand specific customer expectations regarding quality, convenience, and price perception within your target market.

Project actions

01Clearly define what 'quality', 'convenience', and 'price fairness' mean in the context of your specific design project.
02Consider how different user groups might perceive these factors differently.

Method & Evidence

AimTo develop a model that examines the relationships between quality attributes, convenience, perceived price fairness, customer experience, and customer loyalty in beverage establishments.

MethodMixed-methods research

ProcedureThe research involved a literature review on quality attributes, convenience, perceived price fairness, customer experience, and customer loyalty. It also included the development of an instrument to measure these antecedents of customer experience within beverage establishments.

ContextBeverage establishments (e.g., bars, pubs, restaurants serving alcohol)

Variables

IV["Quality attributes","Convenience","Perceived price fairness"]

DV["Customer experience","Customer loyalty"]

CV["Type of beverage establishment"]

Strengths & Limitations

Strengths

+Addresses a gap in academic research regarding beverage establishments.
+Develops a model to understand complex relationships between service attributes and customer outcomes.

Limitations

The specific 'quality' metrics, 'convenience' factors, and 'price fairness' thresholds can be highly subjective and vary greatly between different types of establishments and customer demographics.

Reliability & validity

The reliability of the developed instrument would need to be assessed through test-retest reliability and internal consistency measures. Validity would be established through content, construct, and criterion-related validity assessments.

Think critically

How might the relative importance of quality, convenience, and price fairness shift depending on the specific type of beverage establishment (e.g., a high-end cocktail bar versus a fast-casual cafe)?

Design Principles

"Customer experience is a multi-faceted construct influenced by tangible (quality) and intangible (convenience, price fairness) factors."

Understanding these key drivers allows businesses to strategically allocate resources and focus on aspects that most directly impact customer satisfaction and loyalty. By optimizing these elements, establishments can differentiate themselves in a competitive market and foster repeat business.

What This Means for Your Design

For places that sell drinks, how good the drinks and service are, how easy it is to get them, and if the price feels right all add up to whether a customer has a good time and wants to come back.

How to use in your project

1.Use this research to justify the importance of user experience in your design brief and to inform your user research questions.
2.Reference these findings when analyzing the success factors of existing products or services in your chosen domain.

Add to My Project

Quick Cite

Paragraph starter

Research indicates that customer experience in service environments, such as beverage establishments, is significantly shaped by perceived quality, convenience, and price fairness. These factors collectively influence customer satisfaction and loyalty, suggesting that design interventions should focus on optimizing these core elements to enhance the overall user journey and business outcomes.

Source

Journal of International Crisis and Risk Communication Research

Antecedents and Consequences of Customer Experience in Beverage Establishments

journal · 2014

View source

Questions About This Research

What does the research say about customer experience in beverage establishments is driven by quality, convenience, and price fairness?: Focus on enhancing the perceived quality of products and services, improving the ease of access and service delivery, and ensuring pricing is perceived as fair to cultivate a superior customer experience. Evidence: Journal of International Crisis and Risk Communication Research (2014).
Why does "Customer Experience in Beverage Establishments is Driven by Quality, Convenience, and Price Fairness" matter for design?: Understanding these key drivers allows businesses to strategically allocate resources and focus on aspects that most directly impact customer satisfaction and loyalty. By optimizing these elements, establishments can differentiate themselves in a competitive market and foster repeat business.
How can designers apply this research?: Focus on enhancing the perceived quality of products and services, improving the ease of access and service delivery, and ensuring pricing is perceived as fair to cultivate a superior customer experience.
What were the main findings?: Quality attributes, convenience, and perceived price fairness are significant antecedents of customer experience.. The relative importance of these antecedents can vary across different types of beverage establishments.
What research method was used?: Mixed-methods research.
How strong is the evidence?: Evidence strength is rated Strong effect, based on a 2014 journal from Journal of International Crisis and Risk Communication Research.
What should I do differently in my next project?: When designing or redesigning a beverage establishment, conduct user research to understand specific customer expectations regarding quality, convenience, and price perception within your target market.
What are the limitations?: The study's findings may be specific to the types of beverage establishments examined and the cultural context in which the research was conducted.