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...
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Online Access: | http://eprints.utm.my/id/eprint/79822/1/LoYingTuan2018_TheRoleofPatronDiningExperience.pdf http://eprints.utm.my/id/eprint/79822/ http://dx.doi.org/10.3926/ic.1120 |
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my.utm.798222019-01-28T06:56:11Z http://eprints.utm.my/id/eprint/79822/ The role of patron dining experience and emotions on relationship quality in chain restaurant industry Lo, Y. T. Awang, S. R. Jusoh, A. Nor, K. M. Soehod, K. HD28 Management. Industrial Management 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. OmniaScience 2018 Article PeerReviewed application/pdf en http://eprints.utm.my/id/eprint/79822/1/LoYingTuan2018_TheRoleofPatronDiningExperience.pdf Lo, Y. T. and Awang, S. R. and Jusoh, A. and Nor, K. M. and Soehod, K. (2018) The role of patron dining experience and emotions on relationship quality in chain restaurant industry. Intangible Capital, 14 (3). pp. 357-369. ISSN 2014-3214 http://dx.doi.org/10.3926/ic.1120 DOI:10.3926/ic.1120 |
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HD28 Management. Industrial Management Lo, Y. T. Awang, S. R. Jusoh, A. Nor, K. M. Soehod, K. The role of patron dining experience and emotions on relationship quality in chain restaurant industry |
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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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Article |
author |
Lo, Y. T. Awang, S. R. Jusoh, A. Nor, K. M. Soehod, K. |
author_facet |
Lo, Y. T. Awang, S. R. Jusoh, A. Nor, K. M. Soehod, K. |
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Lo, Y. T. |
title |
The role of patron dining experience and emotions on relationship quality in chain restaurant industry |
title_short |
The role of patron dining experience and emotions on relationship quality in chain restaurant industry |
title_full |
The role of patron dining experience and emotions on relationship quality in chain restaurant industry |
title_fullStr |
The role of patron dining experience and emotions on relationship quality in chain restaurant industry |
title_full_unstemmed |
The role of patron dining experience and emotions on relationship quality in chain restaurant industry |
title_sort |
role of patron dining experience and emotions on relationship quality in chain restaurant industry |
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OmniaScience |
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2018 |
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http://eprints.utm.my/id/eprint/79822/1/LoYingTuan2018_TheRoleofPatronDiningExperience.pdf http://eprints.utm.my/id/eprint/79822/ http://dx.doi.org/10.3926/ic.1120 |
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