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
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_324707 |
| Date | January 2004 |
| Contributors | Ong, Wai Shan Joanna., Chinese University of Hong Kong Graduate School. Division of Psychology. |
| Source Sets | The Chinese University of Hong Kong |
| Language | English, Chinese |
| Detected Language | English |
| Type | Text, bibliography |
| Format | print, vii, 71 leaves : ill. ; 30 cm. |
| Rights | Use 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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