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Predictors of relationship quality for luxury restaurants

Author

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  • Meng, Juan (Gloria)
  • Elliott, Kevin M.

Abstract

Relationship quality is increasingly emerging as a strategy for organizations that strive to retain loyal and satisfied customers in today's highly competitive environment. However, a limited number of studies have investigated relationship quality within the hospitality industry. This study examines and applies a measurement model originally tested with Korean customers to American customers to confirm that the predictors of relationship quality for luxury restaurants are cross-culturally valid. This study also examines the relative importance of each predictor of relationship quality, and identifies strategies for luxury restaurants that should enhance their level of customer trust and satisfaction.

Suggested Citation

  • Meng, Juan (Gloria) & Elliott, Kevin M., 2008. "Predictors of relationship quality for luxury restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 15(6), pages 509-515.
    • Handle: RePEc:eee:joreco:v:15:y:2008:i:6:p:509-515
    DOI: 10.1016/j.jretconser.2008.02.002
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    Citations

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    Cited by:

    1. Fan Cheong & Rob Law, 2022. "Will Macau’s Restaurants Survive or Thrive after Entering the O2O Food Delivery Platform in the COVID-19 Pandemic?," IJERPH, MDPI, vol. 19(9), pages 1-19, April.
    2. Suhaiza Zailani & Mohammad Iranmanesh & Behzad Foroughi & Kwangyong Kim & Sunghyup Sean Hyun, 2020. "Effects of supply chain practices, integration and closed-loop supply chain activities on cost-containment of biodiesel," Review of Managerial Science, Springer, vol. 14(6), pages 1299-1319, December.
    3. Pavić Lazar & Veljković Božidar & Sešel Bojan, 2018. "Discriminant Analysis - Useful Tool for Predicting Demand in Serbian Motels," Economic Themes, Sciendo, vol. 56(4), pages 503-517, December.
    4. Zibarzani, Masoumeh & Abumalloh, Rabab Ali & Nilashi, Mehrbakhsh & Samad, Sarminah & Alghamdi, O.A. & Nayer, Fatima Khan & Ismail, Muhammed Yousoof & Mohd, Saidatulakmal & Mohammed Akib, Noor Adelyna, 2022. "Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology," Technology in Society, Elsevier, vol. 70(C).
    5. Japutra, Arnold & Molinillo, Sebastian & Wang, Shasha, 2018. "Aesthetic or self-expressiveness? Linking brand logo benefits, brand stereotypes and relationship quality," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 191-200.
    6. Md. Kamrul Hasan & Ahmed Rageh Ismail & MD. Faridul Islam, 2017. "Tourist risk perceptions and revisit intention: A critical review of literature," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1412874-141, January.
    7. Nameghi, Ehsaneh N.M. & Ariffin, Ahmad Azmi M., 2013. "The measurement scale for airline hospitality: Cabin crew's performance perspective," Journal of Air Transport Management, Elsevier, vol. 30(C), pages 1-9.
    8. Walsh, Gianfranco & Hennig-Thurau, Thorsten & Sassenberg, Kai & Bornemann, Daniel, 2010. "Does relationship quality matter in e-services? A comparison of online and offline retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 130-142.
    9. Lazar Pavić & Ivana Blešić & Marko D. Petrović & Milan M. Radovanović & Jernej Prišenk, 2019. "Can the Quality of Hospitality Services Play a Role in Sustainable Equestrian Tourism in Slovenia? Mediations, Effects, and Implications," Sustainability, MDPI, vol. 11(21), pages 1-12, November.
    10. Lujun Su & Yinghua Huang, 2018. "How does Perceived Destination Social Responsibility Impact Revisit Intentions: The Mediating Roles of Destination Preference and Relationship Quality," Sustainability, MDPI, vol. 11(1), pages 1-22, December.
    11. Su, Lujun & Swanson, Scott R. & Chen, Xiaohong, 2016. "The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality," Tourism Management, Elsevier, vol. 52(C), pages 82-95.
    12. Amer Rajput & Raja Zohaib Gahfoor, 2020. "Satisfaction and revisit intentions at fast food restaurants," Future Business Journal, Springer, vol. 6(1), pages 1-12, December.
    13. Roest, Henk & Rindfleisch, Aric, 2010. "The influence of quality cues and typicality cues on restaurant purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 17(1), pages 10-18.
    14. Isabelle Brun & Lova Rajaobelina & Line Ricard & Annick Fortin, 2017. "Impact of website characteristics on relationship quality: a comparison of banks financial cooperatives," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(4), pages 141-149, December.
    15. Marko Kukanja, 2017. "Quality Measurement In Restaurant Industry From The Marketing Perspective: A Comparison Of Guests' And Managers' Quality Perceptions," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 26(1), pages 41-61, june.
    16. Sirieix, Lucie & Remaud, Hervé & Lockshin, Larry & Thach, Liz & Lease, Terry, 2011. "Determinants of restaurant's owners/managers selection of wines to be offered on the wine list," Journal of Retailing and Consumer Services, Elsevier, vol. 18(6), pages 500-508.

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