期刊
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
卷 87, 期 -, 页码 -出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2020.102511
关键词
Customer perceived value; Customer citizenship behavior; Customer satisfaction; Customer behavior; Customer participation behavior
With the increasing involvement of customers at restaurants, their behaviors have become an indispensable part in formation of perceptions of value. To examine such a subtle and complicated process, this study applies a multi-layer/multi-dimension approach to examine how customer behavior predicts perceived value, which in turn leads to satisfaction. Particularly, customer behavior, assessed with a hierarchical framework, includes two dimensions: participation behavior (with four sub-dimensions: information seeking, information sharing, responsible behavior, personal interaction) and citizenship behavior (with four sub-dimensions: feedback, advocacy, helping, and tolerance). Customer perceived value consists of three dimensions: economic, individual, and relational values. Data collected from 514 respondents reflect those with dining experience at restaurants. The results show that a customer's perception of value gains greater impact from citizenship behavior than participation behavior. The findings of the study contribute to the evolving knowledge of customer behavior and offer industry practitioners' effective marketing strategies to maximize customer value.
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