期刊論文

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)
ISSN 1943-1813
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