Restaurant Customer Loyalty: A Qualitative Assessment of Niche Brands


Autoria(s): Bai, Billy; Buxton, Matthew; Sammons, Gail; Shoemaker, Stowe
Data(s)

01/01/2006

Resumo

Using the Loyalty Triangle framework developed by Lewis and Shoemaker (1999) and focus group methodology, the study examined how a niche brand restaurant best achieved long-term loyalty. Results indicate that customers are loyal to a niche brand because of the unique characteristics inherent to the brand. Customers have higher perceptions of such qualities as the presentation of service, consistency of product, and the benefits offered by the loyalty program than characteristics that are shared across all brands. Niche brand restaurants can be more effective in developing these qualities to promote customer loyalty.

Formato

application/pdf

Identificador

http://digitalcommons.fiu.edu/hospitalityreview/vol24/iss1/2

http://digitalcommons.fiu.edu/cgi/viewcontent.cgi?article=1412&context=hospitalityreview

Publicador

FIU Digital Commons

Fonte

Hospitality Review

Palavras-Chave #Billy Bai #Food and Beverage #Food and Beverage Management #Hospitality Administration and Management
Tipo

text