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

Author

Listed:
  • Hsiao, Yu-Hsiang
  • Chen, Li-Fei
  • Chang, Chao-Chin
  • Chiu, Fu-Hsuan

Abstract

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 café 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.

Suggested Citation

  • Hsiao, Yu-Hsiang & Chen, Li-Fei & Chang, Chao-Chin & Chiu, Fu-Hsuan, 2016. "Configurational path to customer satisfaction and stickiness for a restaurant chain using fuzzy set qualitative comparative analysis," Journal of Business Research, Elsevier, vol. 69(8), pages 2939-2949.
    • Handle: RePEc:eee:jbrese:v:69:y:2016:i:8:p:2939-2949
    DOI: 10.1016/j.jbusres.2015.12.063
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    References listed on IDEAS

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    Cited by:

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    7. Huang, Qianru & Dastane, Omkar & Cham, Tat-Huei & Cheah, Jun-Hwa, 2024. "Is ‘she’ more impulsive (to pleasure) than ‘him’ during livestream e-commerce shopping?," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    8. Xian Gao & Choy-Leong Yee & Wei-Chong Choo, 2022. "How Attachment and Community Identification Affect User Stickiness in Social Commerce: A Consumer Engagement Experience Perspective," Sustainability, MDPI, vol. 14(20), pages 1-16, October.
    9. Li‐Fei Chen & Donna Larissa Khuangga, 2021. "Configurational paths of employee reactions to corporate social responsibility: An organizational justice perspective," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(1), pages 389-403, January.
    10. Kumar, Satish & Sahoo, Saumyaranjan & Lim, Weng Marc & Kraus, Sascha & Bamel, Umesh, 2022. "Fuzzy-set qualitative comparative analysis (fsQCA) in business and management research: A contemporary overview," Technological Forecasting and Social Change, Elsevier, vol. 178(C).

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