HOW IMAGE CONGRUITY AND SATISFACTION IMPACT CUSTOMER RETENTION AT LUXURY RESTAURANTS: A MODERATED MEDIATION FRAMEWORK

被引：5
|
作者：
Han, Heesup [1 ]
Kim, Wansoo [2 ]
Lee, Sanghyeop [3 ]
Kim, Hye-Ran [4 ]
机构：
[1] Sejong Univ, Coll Hospitality & Tourism Management, Seoul, South Korea
[2] Dong A Univ, Dept Int Tourism, Busan, South Korea
[3] Youngsan Univ, Dept Food Serv Management, Yangsan, South Korea
[4] Gyeongju Univ, Dept Med Hlth Care & Tourism, Gyeongju, Gyeongsangbuk D, South Korea
来源：
SOCIAL BEHAVIOR AND PERSONALITY | 2018年 / 46卷 / 06期
关键词：
luxury restaurant; customer retention; conspicuousness of product consumption; image congruity; customer satisfaction; SERVICE QUALITY; PERCEPTIONS; ANTECEDENTS; CONGRUENCE; TRAVELERS; LOYALTY; FACE;
D O I：
10.2224/sbp.6767
中图分类号：
B84 [心理学];
学科分类号：
04 ; 0402 ;
摘要：
We investigated the impact of customers' image congruity and their satisfaction on customer retention at luxury restaurants. We examined the conspicuousness of product consumption as the moderator in the relationship of image congruity and customer satisfaction. Our assessment of the measurement model revealed acceptable levels of reliability and construct validity. Our findings from the structural model assessment indicated that both image congruity and customer satisfaction exerted an influence on customer retention that was sufficiently significant to explain the total variance in retention. In addition, results showed that customer satisfaction was prominent in determining retention, acting as a significant mediator. Conspicuousness of product consumption was a significant moderator of the relationship between image congruity and customer satisfaction. Overall, our findings offer researchers and practitioners in the luxury restaurant industry valuable information regarding customer retention.
引用
收藏
页码：891 / 904
页数：14
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