Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/104885
Title: | Examination of restaurant quality, relationship benefits, and customer reciprocity from the perspective of relationship marketing investments | Authors: | Ryu, K Lee, JS |
Issue Date: | Jan-2017 | Source: | Journal of hospitality and tourism research, Jan. 2017, v. 41, no. 1, p. 66-92 | Abstract: | The current study adopted cluster and discriminant analyses to investigate how differentially upscale restaurant customers view (a) the four dimensions of restaurant quality (price fairness, food quality, service quality, and physical environment), (b) the three dimensions of relational benefits (confidence benefits, social benefits, and special treatment benefits), and (c) revisit intentions and favorable reciprocal behaviors as proxies for customer reciprocity when customers perceive different levels (high vs. low) of relationship marketing investment (RMI). When customers perceived high RMI, they (high-RMI customers) evaluated all the aforementioned factors positively. By contrast, customers who experienced low RMI (low-RMI customers) rated the same factors negatively. High- and low-RMI customers were best distinguished by service quality, confidence benefits, and favorable reciprocal behaviors. Understanding the distinction between high- and low-RMI customers will shed light on how operators of upscale restaurants develop and reinforce perceived RMI to achieve favorable customer reciprocity. | Keywords: | Customer reciprocity Relationship benefit Relationship marketing investment Restaurant quality |
Publisher: | SAGE Publications | Journal: | Journal of hospitality and tourism research | ISSN: | 1096-3480 | EISSN: | 1557-7554 | DOI: | 10.1177/1096348013515919 | Rights: | This is the accepted version of the publication "Ryu, K., & Lee, J.-S. (2017). Examination of Restaurant Quality, Relationship Benefits, and Customer Reciprocity From the Perspective of Relationship Marketing Investments. Journal of Hospitality & Tourism Research, 41(1), 66-92. Copyright © 2013 ( International Council on Hotel, Restaurant and Institutional Education). DOI: 10.1177/1096348013515919.” |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Lee_Examination_Restaurant_Quality.pdf | Pre-Published version | 486.99 kB | Adobe PDF | View/Open |
Page views
15
Citations as of Jul 7, 2024
Downloads
5
Citations as of Jul 7, 2024
SCOPUSTM
Citations
61
Citations as of Jul 4, 2024
WEB OF SCIENCETM
Citations
52
Citations as of Jul 4, 2024
![](/image/google_scholar.jpg)
Google ScholarTM
Check
Altmetric
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.