Universiti Teknologi Malaysia Institutional Repository

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

Lo, Y. T. and Awang, S. R. and Jusoh, A. and Nor, K. M. and Soehod, K. (2018) The role of patron dining experience and emotions on relationship quality in chain restaurant industry. Intangible Capital, 14 (3). pp. 357-369. ISSN 2014-3214

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Official URL: http://dx.doi.org/10.3926/ic.1120

Abstract

Purpose: 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.

Item Type:Article
Uncontrolled Keywords:emotions, loyalty, patron dining experience (PDE), relationship quality
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:Management
ID Code:79822
Deposited By: Narimah Nawil
Deposited On:28 Jan 2019 14:56
Last Modified:28 Jan 2019 14:56

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