教師資料查詢 | 類別: 期刊論文 | 教師: 劉菊梅 LIU, CHU-MEI (瀏覽個人網頁)

標題:Relational Benefits, Customer Satisfaction, And Customer Loyalty In Chain Store Restaurants
學年102
學期2
出版(發表)日期2014/07/01
作品名稱Relational Benefits, Customer Satisfaction, And Customer Loyalty In Chain Store Restaurants
作品名稱(其他語言)
著者Chu-Mei Liu; Chien-Jung Huang; Mei-Liang Chen
單位淡江大學國際企業學系
出版者Hobe Sound: International Association of Organizational Innovation
著錄名稱、卷期、頁數International Journal of Organizational Innovation 7(1), pp.46-56
摘要This study aims to investigate the structural relationships among relational benefits, customer satisfaction, and customer loyalty in the chain store restaurants. Based on a theoretical background literature review, three types of customer relational benefits were determined: psychological, social, and special treatment benefits. Theoretical relationships among relational benefits, customer satisfaction, and customer loyalty were derived from the review of literature, and a theoretical model was proposed. The proposed model was then tested employing data collected from 267 customers of chain store restaurants. The results of subsequent analysis of the data indicated that relational benefits influence customer loyalty, and customer satisfaction with employees influence customer loyalty. In addition, the impact of which is partially mediated by satisfaction with employees. The managerial implications of these findings are discussed in the latter part of this article.
關鍵字relational benefits;customer satisfaction;customer loyalty
語言英文(美國)
ISSN1943-1813
期刊性質國外
收錄於EI;
產學合作
通訊作者Chen, Mei-Liang
審稿制度
國別美國
公開徵稿
出版型式,電子版
相關連結
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