Moderating Role of Relationship Quality on the Link between Restaurant Experiences and Customer Loyalty for the Market of Mature Customers

This study examines whether or not the relationship quality moderates effects of restaurant experiences on customer loyalty, specifically for the segment of full-service restaurants and mature customers. Using a series of (moderated hierarchical) regression analyses, the hypotheses of this study wer...

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Bibliographic Details
Published inJournal of quality assurance in hospitality & tourism Vol. 16; no. 3; pp. 259 - 282
Main Author Jin, Naehyun (Paul)
Format Journal Article
LanguageEnglish
Published Binghamton Routledge 03.07.2015
Taylor & Francis Ltd
Subjects
Brand image
Brand loyalty
customer loyalty
Customer services
Food quality
Market segments
mature customers
Quality of service
relationship quality
restaurant experience
Restaurants
Studies
United States > US
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Summary:This study examines whether or not the relationship quality moderates effects of restaurant experiences on customer loyalty, specifically for the segment of full-service restaurants and mature customers. Using a series of (moderated hierarchical) regression analyses, the hypotheses of this study were tested based on respondents from 208 general U.S. full-service restaurant mature customers. The findings support a moderating role of relationship quality on effects of several items: atmospherics, service quality, food quality, price fairness, and brand image that represent experiences at restaurants. The study discusses implications for academic researchers and managers of restaurants.
ISSN:1528-008X
1528-0098
DOI:10.1080/1528008X.2015.1013410