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Can fast-food consumers be loyal customers, if so how? Theory, method and findings

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  • Sahagun, Miguel A.
  • Vasquez-Parraga, Arturo Z.

Abstract

Customer loyalty studies generally indicate that fast-food customers are not genuinely loyal to brands or products mainly because they function under low-switching cost conditions. The purpose of this research is to empirically study whether fast-food customers genuinely become loyal and, if so, how. The study adopts the theory and method of the satisfaction-trust-commitment-loyalty explanation chain and examines the consumer survey results obtained under conditions of low-switching costs. Analyses of the results indicate that the proposed relationships provide appropriate explanatory power for the phenomenon at hand and that fast- food customers truly become loyal despite conditions of low-switching costs. The findings and the research and practical implications are thoroughly discussed.

Suggested Citation

  • Sahagun, Miguel A. & Vasquez-Parraga, Arturo Z., 2014. "Can fast-food consumers be loyal customers, if so how? Theory, method and findings," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 168-174.
    • Handle: RePEc:eee:joreco:v:21:y:2014:i:2:p:168-174
    DOI: 10.1016/j.jretconser.2013.12.002
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    References listed on IDEAS

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    1. Bloemer, JoseM. M. & Kasper, Hans D. P., 1995. "The complex relationship between consumer satisfaction and brand loyalty," Journal of Economic Psychology, Elsevier, vol. 16(2), pages 311-329, July.
    2. Pan, Yue & Sheng, Simon & Xie, Frank T., 2012. "Antecedents of customer loyalty: An empirical synthesis and reexamination," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 150-158.
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    Cited by:

    1. Hoolohan, Claire & McLachlan, Carly, 2015. "Consumers and energy demand in food supply chains: Synthesising insights from the social sciences," 143rd Joint EAAE/AAEA Seminar, March 25-27, 2015, Naples, Italy 202743, European Association of Agricultural Economists.
    2. Sergio Andres Osuna Ramirez & Cleopatra Veloutsou & Anna Morgan-Thomas, 2017. "A Systematic Literature Review of Brand Commitment: Definitions, Perspectives and Dimensions," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 3(3), pages 305-332, July.
    3. Sara Javed & Md. Salamun Rashidin & Wang Jian, 2021. "Predictors and outcome of customer satisfaction: moderating effect of social trust," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(1), pages 27-48, March.
    4. Sara Javed & Md. Salamun Rashidin & Wang Jian, 2021. "Predictors and outcome of customer satisfaction: moderating effect of social trust and corporate social responsibility," Future Business Journal, Springer, vol. 7(1), pages 1-18, December.
    5. Saghaian, Sayed & Mohammadi, Hosein, 2018. "Factors Affecting Frequency of Fast Food Consumption," Journal of Food Distribution Research, Food Distribution Research Society, vol. 49(1), March.

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