Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC

Amoako, George Kofi; Caesar, Livingstone Divine; Dzogbenuku, Robert Kwame; Bonsu, Gifty Agyeiwah

doi:10.1108/jhti-06-2021-0141

Cited by 20 publications

(14 citation statements)

References 88 publications

(126 reference statements)

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“…In a highly competitive market, customer satisfaction is vital for businesses due to customer loyalty and profitability, and most importantly, business sustainability (Amoako et al, 2021). Satisfaction has the potential to influence consumer behavioral intentions (Ramamoorthy et al, 2018;Ladhari, et al, 2017;Wu and Li, 2017).…”

Section: J E Ementioning

confidence: 99%

The Effect of Fast Food Digital Marketing on Purchase Intention Through Brand Image and Consumer Satisfaction (Study on KFC Palopo's Teen Consumers)

Windarsari¹,

Sudarmiatin²,

Siswanto³

2022

j. of economics education and entrepreneurship

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The Theory of Planned Behavior (TPB) by including three additional constructs namely digital marketing, brand image, and consumer satisfaction to predict adolescent purchase intention for fast food products. This study uses an explanatory quantitative approach. The sampling technique used purposive sampling totaling 200 respondents. Data analysis using Partial Least Square (PLS) method. The results of the study show that 1) digital marketing has a positive and significant direct effect on brand image. 2) digital marketing has a positive and significant direct effect on consumer satisfaction. 3) brand image has a positive and significant direct effect on purchase intention. 4) consumer satisfaction has a positive and significant direct effect on purchase intention. 5) digital marketing has a positive and significant direct effect on purchase intention. 6) brand image has a direct effect on consumer satisfaction. 7) digital marketing has a positive and significant direct effect on purchase intention through brand image. 8) digital marketing has a positive and significant direct effect on purchase intention through consumer satisfaction. 9) brand image has a positive and significant direct effect on purchase intention through consumer satisfaction. 10) digital marketing has a positive and significant direct effect on consumer satisfaction through brand image. Based on the results of the study, the researchers gave suggestions, namely adding social media campaigns and providing special product packages for teenagers

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Section: J E Ementioning

confidence: 99%

The Effect of Fast Food Digital Marketing on Purchase Intention Through Brand Image and Consumer Satisfaction (Study on KFC Palopo's Teen Consumers)

Windarsari¹,

Sudarmiatin²,

Siswanto³

2022

j. of economics education and entrepreneurship

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“…Research has shown that perceived service quality is an important antecedent of consumers' behavioral responses, such as purchase intention and positive word-of-mouth (Amoako et al, 2023;Parasuraman et al, 1994;Zeithaml et al, 1996). When consumers have a favorable perception of a firm's quality, they have higher purchase intention and a greater propensity to recommend the firm's services to others.…”

Section: The Influence Of Face Concern On Csr Brandsmentioning

confidence: 99%

The effect of face on consumer responses to socially responsible hospitality brands: the role of consumption setting

Poon¹

2023

JHTI

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PurposeThis study examines the effect of face on consumer responses to socially responsible hospitality brands and the influence of the consumption setting. Based on the literature on face concern, the consumption setting is expected to influence the effect of face on consumer responses to socially responsible brands.Design/methodology/approachAn experimental design with face concern (low vs high) under two consumption settings (private vs public) was adopted for a fictitious hotel involved in community service. To test this design, 360 participants were recruited.FindingsThe results showed that face positively affected consumer responses to socially responsible hospitality brands. Consumers with a high (vs low) level of face concern had higher purchase intention and a greater propensity to spread positive word-of-mouth for hospitality brands with strong corporate social responsibility (CSR) associations. In addition, the favorable effect of face concern on consumer responses was more pronounced in a public consumption setting than in a private consumption setting.Practical implicationsHospitality service managers could strengthen the physical evidence of CSR brands during service encounters. This strategy would be more effective for consumers who have a high level of face concern and lead to an increase in revisit intention.Originality/valueThis study highlights the effect of face on consumer responses to CSR brands and the influence of the consumption setting. Managerial implications for hospitality service managers regarding communication and brand management strategies are discussed.

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“…There is a consensus among the academic literature that the more satisfied a customer, the more likely (s)he is to develop loyalty towards a brand, product or service (Agyeiwaah et al, 2022;Amoako et al, 2021;Karunaratna and Kumara, 2018). Certain research has in fact delved into the effect of satisfaction on loyalty in the framework of leisure and entertainment services such as theme parks (Ali et al, 2016), tourist destinations (Celik and Dedeoglu, 2019;Lee and Xue, 2020) and in the generation of e-loyalty towards tourist destinations (Buhalis et al, 2020) and hotels (Prentice et al, 2020).…”

Section: A Crosscultural Study Of Loyalty Formationmentioning

confidence: 99%

Satisfaction or delight? A cross-cultural study of loyalty formation linked to two restaurant types

López

Alcántara‐Pilar

Barrio‐García

2023

JHTI

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PurposeThe aim of this study is to analyse the moderating roles of restaurant type and client long-term orientation (LTO) on the loyalty building process. In addition, this analysis delves into the role of customer satisfaction and delight in the dining experience on the development of loyalty to a restaurant.Design/methodology/approachThis study advances a moderator mediation model stemming from self-administered online questionnaires presented to clients subsequent to their gastronomic experiences. The analysis comprised a sample of 250 customers of moderate restaurants and 290 of midscale restaurants.FindingsThe results reveal that customer satisfaction and delight are two key antecedents to the process of building loyalty towards restaurants and that the responses depended on restaurant type and client LTO.Practical implicationsThe study advances recommendations to restaurant managers and gastronomic marketing specialists. Moderate restaurants should satisfy the customer without offering additional services while medium-scale establishments should design actions perceived as an extra that surprise the client. Moreover, it is more important to offer delight to short-term oriented clients than to long-term oriented clients.Originality/valueThe global character of the hospitality industry implies that achieving customer loyalty requires going further than generating favourable attitudes. This has led the academic world to place more interest on the issue of delight perceived by the client. In this sense, the present study examines exclusively the long-term cultural dimension due to the little attention it has received in hospitality literature. Finally, the advances offered by the PROCESS software in analysing indirect conditional effects renders it possible to identify the different levels of customer LTO towards different types of restaurants.

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Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC

Cited by 20 publications

References 88 publications

The Effect of Fast Food Digital Marketing on Purchase Intention Through Brand Image and Consumer Satisfaction (Study on KFC Palopo's Teen Consumers)

The Effect of Fast Food Digital Marketing on Purchase Intention Through Brand Image and Consumer Satisfaction (Study on KFC Palopo's Teen Consumers)

The effect of face on consumer responses to socially responsible hospitality brands: the role of consumption setting

Satisfaction or delight? A cross-cultural study of loyalty formation linked to two restaurant types

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