Configurational path to customer satisfaction and stickiness for a restaurant chain using fuzzy set qualitative comparative analysis

被引:44
作者
Hsiao, Yu-Hsiang [1 ]
Chen, Li-Fei [2 ]
Chang, Chao-Chin [3 ]
Chiu, Fu-Hsuan [4 ]
机构
[1] Natl Taipei Univ, Dept Business Adm, New Taipei 23741, Taiwan
[2] Fu Jen Catholic Univ, Dept Business Adm, 510 Zhongzheng Rd, New Taipei 24205, Taiwan
[3] Fu Jen Catholic Univ, Dept Finance & Int Business, New Taipei 24205, Taiwan
[4] Fu Jen Catholic Univ, MBA Program Int Management, New Taipei 24205, Taiwan
关键词
Customer stickiness; Customer satisfaction; Fuzzy set qualitative comparative analysis (fsQCA); Restaurant service quality; Service attitudes; REGRESSION-ANALYSIS; SELECTION; PERFORMANCE; DECISIONS; INDUSTRY; STORES; LEVEL; MODEL;
D O I
10.1016/j.jbusres.2015.12.063
中图分类号
F [经济];
学科分类号
02 ;
摘要
Customer stickiness and satisfaction are both essential for a restaurant to occupy market share and earn profits in the face of fierce competition. This study applied fuzzy set qualitative comparative analysis (fsQCA) to examine how environmental characteristics regarding restaurant location and individual characteristics of customers influenced customers' emotional responses to service attitudes, and how these emotions, in turn, influenced customer satisfaction and stickiness. A sample of 182 customers from a fusion cafe chain restaurant was collected and investigated. The results show that store characteristics and customer individual characteristics had a pronounced effect on customer emotional responses to the service attitudes of the restaurant, and that these emotional experiences served as critical antecedents to customer satisfaction and stickiness. The managerial implications of the findings are discussed for the restaurant chain to understand its weaknesses and to develop proper operational strategies and marketing polices for improving customer satisfaction and stickiness. (C) 2016 Elsevier Inc. All rights reserved.
引用
收藏
页码:2939 / 2949
页数:11
相关论文
共 45 条
  • [1] [Anonymous], 2014, FUZZY SET QUALITATIV
  • [2] Arvind T.T., 2010, J LEGAL STUD, V30, P1
  • [3] Berman B., 2012, Retail management: A strategic approach, V12th
  • [4] A novel framework for customer-driven service strategies: A case study of a restaurant chain
    Chen, Li-Fei
    [J]. TOURISM MANAGEMENT, 2014, 41 : 119 - 128
  • [5] A novel approach to regression analysis for the classification of quality attributes in the Kano model: an empirical test in the food and beverage industry
    Chen, Li-Fei
    [J]. OMEGA-INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE, 2012, 40 (05): : 651 - 659
  • [6] A GIS approach to shopping mall location selection
    Cheng, Eddie W. L.
    Li, Heng
    Yu, Ling
    [J]. BUILDING AND ENVIRONMENT, 2007, 42 (02) : 884 - 892
  • [7] CHRISTOPHER Martin., 1992, CUSTOMER SERVICE PLA
  • [8] CRAIG CS, 1984, J RETAILING, V60, P5
  • [9] Drucker P. F., 1950, THE NEW SOC
  • [10] Dune P., 2008, Retailing, V6th