Customer loyalty to restaurants: investigating the antecedents of repatronage behavior.

• Other Authors: Ong, Wai Shan Joanna.
• Format: Others
• Language: English; Chinese
• Published: 2004
• Subjects: Consumer behavior; Diners (Restaurants)
• Online Access: http://library.cuhk.edu.hk/record=b5891970; http://repository.lib.cuhk.edu.hk/en/item/cuhk-324707

Ong Wai Shan Joanna. === Thesis (M.Phil.)--Chinese University of Hong Kong, 2004. === Includes bibliographical references (leaves 60-69). === Abstracts in English and Chinese. === Chapter Chapter 1: --- Introduction --- p.1 === Customer Loyalty: A Review --- p.3 === Conceptual Development --- p.3 === Empirical Studies: Customer Loyalty in Terms of Behavior and Attitude --- p.5 === Commitment: A Composite of Cognition and Affect --- p.6 === Cognitive Commitment --- p.8 === Affective Commitment Towards the Restaurant as an Entity --- p.9 === Affective Commitment Towards Service Staff --- p.9 === Attitudes Towards the Restaurant: Perceived Service Quality --- p.10 === The Disconfirmation Gap Model of Service Quality --- p.10 === The Service Quality Indicators for the Restaurant Industry --- p.11 === Linking Service Quality and Commitment with Behavioral Intention --- p.13 === Service Quality and Behavioral Intention --- p.13 === The Effect of Commitment --- p.14 === The Behavioral Aspect of Loyalty: Behavioral Loyalty/Past Patronage Behavior --- p.17 === Customer Loyalty: Commitment (Cognitive and Affective) and Past Patronage Behavior --- p.18 === Variety-Seeking Behavior --- p.18 === Need for Variety --- p.19 === "Relating Past Patronage Behavior, Behavioral Intention and Repatronage Behavior" --- p.21 === Overview --- p.22 === Chapter Chapter 2: --- Method --- p.25 === Participants and Procedure --- p.25 === Instruments --- p.28 === Chapter Chapter 3: --- Results --- p.32 === Descriptive Analysis --- p.32 === Confirmatory Factor Analysis --- p.36 === Evaluation of the Structural Model --- p.37 === Chapter Chapter 4: --- Discussion --- p.43 === Commitment in Restaurant: Affective and Cognitive --- p.43 === The Service Quality Indicators in Restaurants --- p.44 === Service Quality's Direct Effect on Behavioral Intention --- p.45 === Service Quality's Indirect Effect on Behavioral Intention through Commitment --- p.46 === Variety-Seeking Behavior: Need for Variety --- p.49 === "Past Patronage, Behavioral Intention and Repatronage Behavior" --- p.51 === From Behavioral Intention to Repatronage Behavior --- p.51 === From Past Patronage Behavior to Future Repatronage Behavior --- p.52 === From Past Patronage Behavior to Behavioral Intention --- p.54 === Conclusion: Two Routes to Repatronage --- p.56 === Limitations --- p.56 === Implication --- p.58 === Managerial Implication --- p.58 === References --- p.60 === Appendix A: Theories Explaining The Cognitive Mechanisms Behind Variety Seeking Behavior --- p.70