Journal
JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM
Volume 9, Issue 3, Pages 219-239Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/15280080802412727
Keywords
Relationship quality; loyalty intentions; perceived quality; perceived value; full-service restaurant
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This study examines the relationships among perceived quality, perceived value, relationship quality (customer satisfaction and trust), and loyalty intentions in the full-service restaurant industry. Following Baron and Kenny's guidelines, the current study also tested a mediating effect of relationship quality on loyalty intentions. Data were collected using an on-line survey. The results of a series of regression analyses using five regression equations supported the hypothesized relationships among study constructs. In addition, relationship quality was found to be a partial mediator in the relationship between perceived value and loyalty intentions. Theoretical/managerial implications and suggestions for future research are discussed.
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