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dc.contributor.authorYing, Tuan Lo
dc.contributor.authorSiti, Rahmah Awang
dc.contributor.authorAhmad, Jusoh
dc.contributor.authorKhalil, Md Nor
dc.contributor.authorKhairiah, Soehod
dc.date.accessioned2018-10-30T18:44:04Z
dc.date.available2018-10-30T18:44:04Z
dc.date.issued2018-10
dc.identifier.citationYing, T. L. [et al.]. The role of patron dining experience and emotions on relationship quality in chain restaurant industry. "Intangible Capital", Octubre 2018, vol. 14, núm. 3, p. 357-369.
dc.identifier.issn1697-9818
dc.identifier.urihttp://hdl.handle.net/2117/123325
dc.description.abstractP u r p o s e: 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.
dc.format.extent13 p.
dc.language.isoeng
dc.publisherOmniaScience
dc.rightsAttribution-NonCommercial 3.0 Spain
dc.rights.urihttp://creativecommons.org/licenses/by-nc/3.0/es/
dc.subjectÀrees temàtiques de la UPC::Economia i organització d'empreses
dc.subject.lcshConsumer satisfaction
dc.subject.lcshCustomer loyalty programs
dc.subject.lcshFood service
dc.subject.otherRelationship quality
dc.subject.otherPatron Dining Experience (PDE)
dc.subject.otherEmotions
dc.subject.otherLoyalty
dc.titleThe role of patron dining experience and emotions on relationship quality in chain restaurant industry
dc.typeArticle
dc.subject.lemacConsumidors -- Satisfacció
dc.subject.lemacFidelització
dc.subject.lemacRestauració (Gastronomia)
dc.identifier.doi10.3926/ic.1120
dc.identifier.dlB-33375-2004
dc.description.peerreviewedPeer Reviewed
dc.rights.accessOpen Access
upcommons.citation.publishedtrue
upcommons.citation.publicationNameIntangible Capital
upcommons.citation.volume14
upcommons.citation.number3
upcommons.citation.startingPage357
upcommons.citation.endingPage369


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Except where otherwise noted, content on this work is licensed under a Creative Commons license: Attribution-NonCommercial 3.0 Spain