The Relative Impact of Service Quality on Service Value, Customer Satisfaction, and Customer Loyalty in Korean Family Restaurant Context

The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry

“…Several researchers have used attitudinal measures of customer loyalty (Butcher et al, 2001;Lee et al, 2005). Lee and Cunningham (2001) have argued that attitudinal measures have an advantage over behavioral measures (e.g.…”

“…The measures for functional and symbolic dimensions of perceived value were mainly adapted from Petrick (2002) and Sweeney and Soutar (2001) except for an aesthetics element of symbolic value adapted from Mathwick et al (2002). The customer loyalty scale consists of five items with two items measuring word-of-mouth, adapted from Lee et al (2005), and three items representing preference, adapted from Butcher et al (2001), which are related to the hospitality industry and are appropriate to apply in the coffee outlet industry. All measures employed five-point scales ranging from 1 (strongly disagree) to 5 Fig.…”

The antecedence of customer loyalty in traditional restaurants in East Java, Indonesia

“…Lee et al (2005) explains that "empirical researches have shown that increasing overall satisfaction leads to greater repurchase intentions as well as to actual repurchase behavior" (empirical research shows that increased satisfaction will create the overall intensity and the actual behaviour of larger repurchase). According to opinion of Jacobs et al (2001), "increased satisfaction should lead to increased repurchase intention.…”

An Study Some Of The Factors Affecting On Relationship Quality Employee -Customer In The Hotel Industry By Fuzzy Logic

“…The relationship marketing strategy also offers a sustainable competitive advantage, since the intangible factors in a relationship are not easily imitated by competitors [12,19]. The high level of competition in the hotel industry is reflected by increasingly narrow margins and growing pressure to offer more and better services, with rising costs as a logical consequence.…”

“…Customer retention is founded on the quality of the relationship established with them, which in turn, is based on the customers'evaluations and perceptions about their personal communication with the employees and how the latter behave. The relationship marketing strategy also offers a sustainable competitive advantage, since the intangible factors in a relationship are not easily imitated by competitors [12]. Relationship marketing in the hotel industry consists of a set of marketing activities designed to attract, maintain and improve relationships with customers for mutual benefit [1].…”