The role of patron dining experience and emotions on relationship quality in chain restaurant industry

Ying, Tuan Lo; Siti, Rahmah Awang; Ahmad, Jusoh; Khalil, Md Nor; Khairiah, Soehod

doi:10.3926/ic.1120

dc.contributor.author	Ying, Tuan Lo
dc.contributor.author	Siti, Rahmah Awang
dc.contributor.author	Ahmad, Jusoh
dc.contributor.author	Khalil, Md Nor
dc.contributor.author	Khairiah, Soehod
dc.date.accessioned	2018-10-30T18:44:04Z
dc.date.available	2018-10-30T18:44:04Z
dc.date.issued	2018-10
dc.identifier.citation	Ying, 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.issn	1697-9818
dc.identifier.uri	http://hdl.handle.net/2117/123325
dc.description.abstract	P 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.extent	13 p.
dc.language.iso	eng
dc.publisher	OmniaScience
dc.rights	Attribution-NonCommercial 3.0 Spain
dc.rights.uri	http://creativecommons.org/licenses/by-nc/3.0/es/
dc.subject	Àrees temàtiques de la UPC::Economia i organització d'empreses
dc.subject.lcsh	Consumer satisfaction
dc.subject.lcsh	Customer loyalty programs
dc.subject.lcsh	Food service
dc.subject.other	Relationship quality
dc.subject.other	Patron Dining Experience (PDE)
dc.subject.other	Emotions
dc.subject.other	Loyalty
dc.title	The role of patron dining experience and emotions on relationship quality in chain restaurant industry
dc.type	Article
dc.subject.lemac	Consumidors -- Satisfacció
dc.subject.lemac	Fidelització
dc.subject.lemac	Restauració (Gastronomia)
dc.identifier.doi	10.3926/ic.1120
dc.identifier.dl	B-33375-2004
dc.description.peerreviewed	Peer Reviewed
dc.rights.access	Open Access
upcommons.citation.published	true
upcommons.citation.publicationName	Intangible Capital
upcommons.citation.volume	14
upcommons.citation.number	3
upcommons.citation.startingPage	357
upcommons.citation.endingPage	369