Predictors of relationship quality and loyalty in the chain restaurant industry.

By Sunghyup Sean Hyun. 2010

291 citations recorded by the source corpus.

The focus of this research was the chain restaurant industry, and its purpose was to (1) determine which factors influence relationship quality and customer loyalty formation and (2) examine the connections between relationship quality and loyalty. Based on the literature review, five dimensions influence restaurant patrons’ behavior: food quality, service quality, price, location, and environment. Theoretical relationships between attributes influencing patrons’ behavior, relationship quality, and loyalty were derived from the literature review. Data analysis indicated that these five attributes influence loyalty formation, with impact mediated by relationship quality. They also influence customer satisfaction, with satisfaction influencing loyalty formation directly and indirectly via trust. Furthermore, service quality was the only attribute to directly and indirectly affect trust, and its effect is stronger than that of any other attribute. Managerial implications are discussed.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/008b2f1e16534b1ff7dd0b9c663fd41d2c9da164

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Citations in the corpus

Antecedents and Outcomes of Hospitality Loyalty (2016, background): “It can also serve as a mediator of constructs including service quality and satisfaction (Hyun, 2010; Wilkins, Merrilees, & Herington, 2010) and corporate social responsibility (Martinez & Rodriguez del Bosque, 2013).”
Image Congruence and Relationship Quality in Predicting Switching Intention (2013, methodology): “It would be true that customer decision formation in a conspicuous hospitality setting can also be better predicted by considering the role of relationship quality (Kim & Han, 2008; Hyun, 2010).”
The Antecedents and Consequences of Brand Prestige in Luxury Restaurants (2012, background): “Similarly, Kim et al. (2006), Andaleeb and Caskey (2007) and Hyun (2010) have identified the effect of price on customer satisfaction and concluded that the factor of price significantly affects revisit intention.”
Generating positive word‐of‐mouth in the service experience (2011, background): “Furthermore, recent research shows that tangible aspects of the service offering such as special prices or services are positively related to relationship quality (Hyun, 2010).”
Relationships between lifestyle of health and sustainability and healthy food choices for seniors. (2013, methodology): “Based on previous studies on the relationship between trust and loyalty (Chaudhuri and Holbrook, 2001; Hyun, 2010; Kim and Han, 2008), trust and revisit intentions (Kim et al.”
Identifying Optimal Rapport-Building Behaviors In Inducing Patrons’ Emotional Attachment In Luxury Restaurants (2014, background): “The fundamental goal of restaurant relationship marketing is creating relational bonds with patrons to discourage them from easily switching to another restaurant brand even if a competitor provides a better offer (Hyun, 2010; Kim, Ok, & Canter, 2010).”