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

Indiana's roadside diners are an important and understudied part of the state's history. These stainless steel beacons have impacted their customers and the communities around them. In visiting the five surviving Indiana roadside diners, this researcher has laid the foundation for future research on diners in Indiana. This researcher conducted interviews and collected public records concerning the five diners.The diners studied were manufactured by a variety of companies and have been located in a variety of places. Indiana diner owners have come from different backgrounds, and each of the diners has had multiple owners. The way food is prepared and served has also changed in each of the diners. Additionally, each diner owner has developed strategies to survive in the foodservice industry. / Department of Family and Consumer Sciences

Thesis (M. Tech. (Tourism and Hospitality management)) -- Central University, Free State, 2014 / The formal full-service restaurant industry in South Africa is undergoing a period of anaemic growth due to the after effects of the 2009 global economic recession. Since the recession, industry growth has been subdued as diners seek more for their money when spending at restaurants. Consequently, industry revenue declined 1.8% in 2013 as diners tightened their purse strings. It is for this reason that it was decided to investigate diners’ expectations and experiences in selected formal full-service restaurants in Port Elizabeth. A pilot study was conducted among five diners in two formal full-service restaurants in Port Elizabeth, and the empirical study was conducted in December 2011 and January 2012 among 400 diners of eight formal full-service restaurants in Port Elizabeth. The research findings revealed that respondents with a tertiary diploma recorded the highest expectation score (4.25) whilst those who spoke languages other than Afrikaans, English, IsiZulu and IsiXhosa recorded the lowest (3.69). Respondents in the age group 55 to 64 years recorded the highest experience score (4.53) whilst those who spoke IsiXhosa recorded the lowest (3.84). Altogether 44.5% of the respondents frequented restaurants at different intervals two to four times in the previous six months whilst 51.2% spent on average, R200 to R299 per person and 18.5% held occupations in business, commerce and finance. Respondents who spent more than R399 had the highest expectation score (4.53) whilst those who frequented restaurants at different intervals more than 10 times in the previous six months had the lowest (3.97). Respondents with an occupation in education reported the highest experience score (4.36) whilst those who frequented restaurants at different intervals of nil to one time in the previous six months reported the lowest (4.04). A total of 22% of the respondents patronised restaurants because of good service. Restaurant B obtained the highest expectation (4.39) and experience (4.51) scores whilst restaurant C recorded the lowest expectation (3.71) and experience (4.03) scores. All diners’ experiences were below expectations giving an overall gap of -0.47. The strongest correlation with diners’ expectations was level of service whilst the strongest correlation with diners’ experiences was food quality. The regression model showed that the level of service was rated as the most important variable for diners’ expectations whilst the quality of food was rated as the most important for diners’ experiences. However, recommendations were made to improve diners’ experiences in the selected formal full-service restaurants in Port Elizabeth. The results of this study would help restaurateurs to identify areas of improvement and increase customer satisfaction.