Customer Loyalty With Fine Dining: The Moderating Role of Gender

Ma, Emily; Qu, Hailin; Eliwa, Rasha Ali

doi:10.1080/19368623.2013.835250

Cited by 64 publications

(57 citation statements)

References 50 publications

(81 reference statements)

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“…The quality of the physical features of the environment was measured by fifteen variables, adapted from the studies by Soriano (2003), Barros (2013) and Ma, Qu and Eliwa (2014). To assess the quality of the menu we used seven variables based on research by Soriano (2003), Barros (2013), Ma, Qu and Eliwa (2014) and Peng, Chen and Hung (2017).…”

Section: Methodsmentioning

confidence: 99%

“…To assess the quality of the menu we used seven variables based on research by Soriano (2003), Barros (2013), Ma, Qu and Eliwa (2014) and Peng, Chen and Hung (2017). In the section regarding the service brigade, we adapted eight variables from Soriano (2003) and Madanoglu (2004).…”

Section: Methodsmentioning

confidence: 99%

“…The questions regarding management and ancillary services were evaluated through four variables each, based on Soriano's (2003) research. Finally, we measured customer loyalty by three variables, using the studies of Ma, Qu and Eliwa (2014), and Peng, Chen and Hung (2017) ( Table 2). (Barros, 2013;Ma et al, 2014;Peng et al, 2017;Soriano, 2003) Service Brigade…”

Section: Methodsmentioning

confidence: 99%

“…The study by Chan and Kapoor (2014) aims at comparing the importance given by the managers of hotel chains and resorts in India to the following service groups: Dinner; Bedroom; Bar; and Banquets/events. The objective of the study by Peng, Chen and Hung (2017) is to examine the influence of the restaurant aspects with teppanyaki service on positive and negative emotions and their effect on customer loyalty, the result generated a structural equation, using a methodology similar to that of the study by Ma, Qu and Eliwa (2014).…”

Section: Loyalty and Food Servicesmentioning

confidence: 99%

“…Among the most used methodologies are those based on SERVPERF using a Likert scale (Ma et al, 2014, Madanoglu, 2004and Soriano, 2003 and the main variables examined are: …”

Section: Loyalty and Food Servicesmentioning

confidence: 99%

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Food services and customer loyalty in the hospitality industry

Kuhn

Benetti

Anjos

et al. 2018

TMS

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Understanding the needs and expectations of customers is a major competitive tool. Their perception of food service quality has been increasingly studied. An understanding of this topic can help managers to develop strategies to improve customer satisfaction and increase loyalty. The objective of the research is to verify the predictive power of food service quality elements on customer loyalty intentions. This research is exploratory with quantitative approach applied to a hotel in Balneário Camboriú. We used multiple regression analysis to achieve results. The constructs analysed were: Service Brigade; Management; Menu; Ancillary Services; and Physical Features, which did not prove to be significant to Loyalty. The most significant construct was Service Brigade, a finding consistent with studies that show that employee training is key to increase the level of satisfaction and loyalty.Keywords: Loyalty, food service, lodging industry, Brazil, multiple regression. ResumoCompreender as expectativas e desejos do cliente é uma grande ferramenta competitiva. A sua perceção acerca dos aspetos de qualidade em serviço de alimentação vem sendo estudada com maior frequência. Está discussão auxilia o gestor elaborar estratégias que melhorem a satisfação do cliente e aumentem lealdade. O objetivo da pesquisa foi verificar o poder prever a intenção de lealdade através dos elementos de qualidade do serviço de alimentação. A metodologia adotada é uma pesquisa exploratória com abordagem quantitativa aplicada em um hotel de Balneário Camboriú. Utilizou-se de análise de regressão múltipla para alcançar os resultados. Os constructos analisados foram: Brigada de serviço; Gerência; Cardápio; Serviços auxiliares; e Aspetos físicos, este não se mostrou significativo em medir a Lealdade. O fator com melhor resultado foi Brigada de serviço, corroborando com estudos que concluem que o treinamento dos funcionários é vital para alavancar o nível de satisfação e lealdade.Palavras-chave: Lealdade, serviço de alimentação, meios de hospedagem, Brasil, regressão múltipla.

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Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Section: Loyalty and Food Servicesmentioning

confidence: 99%

“…Among the most used methodologies are those based on SERVPERF using a Likert scale (Ma et al, 2014, Madanoglu, 2004and Soriano, 2003 and the main variables examined are: …”

Section: Loyalty and Food Servicesmentioning

confidence: 99%

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Food services and customer loyalty in the hospitality industry

Kuhn

Benetti

Anjos

et al. 2018

TMS

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Feeling emotions in the public performing arts sector: does gender affect?

Tubillejas-Andrés

Taulet

García

2018

Int Rev Public Nonprofit Mark

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A distinct new development presented by this paper is the analysis of attendees' heterogeneity considering gender and its influence on consumer post-use behavior.The study analyses whether gender moderates the relationship between emotions and post-use behavior in terms of satisfaction and loyalty in public services. A quantitative study was conducted to gather data from 867 Spanish opera-goers of a public opera house through e-mail with a link to a questionnaire. Hypotheses were tested using a multigroup analysis by parametric approach in a structural equation modelling. Gender was found to moderate the relationships presented in the model. Empirical results show that gender provides differences in the effect of emotions in the post-use behavior. Particularly, the effect of the negative emotions in loyalty only exists for female attendees. Moreover, it can be concluded that the positive impact of satisfaction on loyalty is stronger for men than women. Results reveal the importance of managing emotions as well as considering gender differences as segmentation variables. Examining the phenomenon of emotions in context of performing arts, while considering gender as moderator, highlights the originality and contribution of the present study to the public hedonic services.

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Healthy menu promotions: A match between dining value and temporal distance

Jeong

Jang

2015

International Journal of Hospitality Management

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Customer Loyalty With Fine Dining: The Moderating Role of Gender

Cited by 64 publications

References 50 publications

Food services and customer loyalty in the hospitality industry

Food services and customer loyalty in the hospitality industry

Feeling emotions in the public performing arts sector: does gender affect?

Healthy menu promotions: A match between dining value and temporal distance

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