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

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

Identiferoai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_324707
Date January 2004
ContributorsOng, Wai Shan Joanna., Chinese University of Hong Kong Graduate School. Division of Psychology.
Source SetsThe Chinese University of Hong Kong
LanguageEnglish, Chinese
Detected LanguageEnglish
TypeText, bibliography
Formatprint, vii, 71 leaves : ill. ; 30 cm.
RightsUse of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/)

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