Please use this identifier to cite or link to this item: https://repository.cihe.edu.hk/jspui/handle/cihe/751
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dc.contributor.authorLai, Ivan Ka Waien_US
dc.date.accessioned2021-06-25T12:13:01Z-
dc.date.available2021-06-25T12:13:01Z-
dc.date.issued2015-
dc.identifier.urihttps://repository.cihe.edu.hk/jspui/handle/cihe/751-
dc.description.abstractThe purpose of this study is to evaluate the roles of perceived value, customer satisfaction, and affective commitment as they mediate the effect of service quality on customer loyalty at Hong Kong-style tea restaurants, which are quick-service restaurants with a fusion menu of Western and Asian foods. Based on the analysis of data collected from 382 customers of these tea restaurants, the study found the following relationships: (1) service quality positively influences perceived value, customer satisfaction, and customer loyalty; (2) perceived value is a mediator of the relationship between service quality and customer satisfaction; (3) customer satisfaction positively influences affective commitment and customer loyalty; and (4) affective commitment is a mediator of the relationship between customer satisfaction and customer loyalty. Contrary to expectations, however, perceived value does not have a significant effect on customer loyalty for these restaurants. This study highlights the role of affective commitment in the study of service quality, and also is one of the few that addresses Asian restaurants because it demonstrates the moderating effects of culture in the relationships between Hong Kong-style tea restaurants and their customers.en_US
dc.language.isoenen_US
dc.publisherSage Publicationsen_US
dc.relation.ispartofCornell Hospitality Quarterlyen_US
dc.titleThe roles of value, satisfaction, and commitment in the effect of service quality on customer loyalty in Hong Kong-style tea restaurantsen_US
dc.typejournal articleen_US
dc.identifier.doi10.1177/1938965514556149-
dc.contributor.affiliationRita Tong Liu School of Business and Hospitality Managementen_US
dc.relation.issn1938-9663en_US
dc.description.volume56en_US
dc.description.issue1en_US
dc.description.startpage118en_US
dc.description.endpage138en_US
dc.cihe.affiliatedYes-
item.openairetypejournal article-
item.languageiso639-1en-
item.fulltextWith Fulltext-
item.openairecristypehttp://purl.org/coar/resource_type/c_6501-
item.grantfulltextopen-
item.cerifentitytypePublications-
crisitem.author.deptRita Tong Liu School of Business and Hospitality Management-
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