连锁餐饮业顾客用餐体验和情绪对关系质量的影响

IF 1 Q4 MANAGEMENT

Intangible Capital Pub Date : 2018-05-03 DOI:10.3926/IC.1120

Ying Tuan Lo, S. Awang, A. Jusoh, K. Nor, Khairiah Soehod

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引用次数: 9

摘要

目的:研究连锁餐饮业顾客用餐体验(PDE)和情绪对关系质量的影响。设计/方法:采用分层随机抽样方法，在马来西亚16个选定的“Kopitiam”网点向受访者分发问卷。本文采用偏最小二乘(PLS)方法对这些门店316名顾客的实证结果进行了检验。研究结果:研究结果提供了强有力的证据，证明PDE和情绪与关系质量之间的关系，而关系质量反过来又是客户忠诚度的重要决定因素。研究局限性/启示:本研究的样本来自马来西亚的一家当地连锁餐厅。实践启示:本研究的发现强调了服务公司的重要性，通常是那些在餐饮业加强与客户的关系，以追求更好的竞争优势和长期利润。原创性/价值:本研究通过对酒店业背景下情感构建对关系质量形成的影响进行实证研究，为理论知识提供了贡献。

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The role of patron dining experience and emotions on relationship quality in chain restaurant industry

Purpose: This paper investigates the role of patron dining experience (PDE) and emotions on relationship quality in the chain restaurant industry. Design/methodology: Stratified random sampling method was used where questionnaires were distributed to the respondents in 16 selected ‘Kopitiam’ outlets throughout Malaysia. The empirical findings from 316 customers of those outlets were examined using Partial Least Squares (PLS). Findings: The findings provide strong evidence of the relationships between PDE and emotions with relationship quality, where relationship quality in turn is an essential determinant of customer loyalty. Research limitations/implications: The sample of this study was obtained from a single local chain restaurant in Malaysia. Practical implications: The findings of this study highlighted the importance for service firms, generally those in the restaurant industry to strengthen the relationship with their customers in pursuit of better competitive advantage and long-term profit. Originality/value: This study contributes to theoretical knowledge by providing an empirical study on the effect of emotions construct towards the formation of relationship quality within the hospitality industry context.

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来源期刊

Intangible Capital MANAGEMENT-

CiteScore

1.50

自引率

16.70%

发文量

审稿时长

33 weeks

期刊介绍： The aim of Intangible Capital is to publish theoretical and empirical articles that contribute to contrast, extend and build theories that contribute to advance our understanding of phenomena related with management, and the management of intangibles, in organizations, from the perspectives of strategic management, human resource management, psychology, education, IT, supply chain management and accounting. The scientific research in management is grounded on theories developed from perspectives taken from a diversity of social sciences. Intangible Capital is open to publish articles that, from sociology, psychology, economics and industrial organization contribute to the scientific development of management and organizational science. Intangible Capital publishes scholar articles that contribute to contrast existing theories, or to build new theoretical approaches. The contributions can adopt confirmatory (quantitative) or explanatory (mainly qualitative) methodological approaches. Theoretical essays that enhance the building or extension of theoretical approaches are also welcome. Intangible Capital selects the articles to be published with a double bind, peer review system, following the practices of good scholarly journals. Intangible Capital publishes three regular issues per year following an open access policy. On-line publication allows to reduce publishing costs, and to make more agile the process of reviewing and edition. Intangible Capital defends that open access publishing fosters the advance of scientific knowledge, making it available to everyone. Intangible Capital publishes articles in English, Spanish and Catalan.