Impact of Restaurant Experience on Brand Image and Customer Loyalty: Moderating Role of Dining Motivation

This study seeks to determine which restaurant experiences influence the image of a restaurant's brand and formation of customers' loyalty. The research examines the connections among restaurant experiences, brand image, satisfaction, and loyalty in the context of full-service restaurants. This study also investigates the moderating effect of customers' dining motivations on the formation of brand image. The results of this study suggest that: (a) A restaurant's environment and food quality positively influences brand image and customers' satisfaction, (b) customers' perceptions of price fairness do not influence brand image but does affect customers' satisfaction, (c) development of customers' positive brand image does not drive satisfaction but does influence loyalty in full-service restaurants, and (d) customers' dining motivations moderate the relationship between restaurant experiences and perceptions of brand image. These results provide a basis for investigating which restaurant experiences are critical in eliciting development of a positive brand image and which have behavioral consequences. This study also offers mangers a perspective for developing marketing strategies to strengthen brand image in full-service restaurants.     

Reconstruction of the relationship between traditional and emerging restaurant brand and customer WOM

Customer word of mouth (WOM) is the focus of restaurant research. However, until now, few empirical studies with integrated perspectives have explored whether traditional and emerging restaurants have different paths. To fill this research gap, Study 1 examined 546 customers of time-honored restaurants and proved that brand authenticity affects customer WOM through perceived value and brand identification. Furthermore, that process is positively moderated by cultural involvement. Study 2 conducted a survey of 571 customers in an Internet celebrity restaurant and found that brand personality could promote customer WOM through perceived coolness and brand experience. Moreover, food quality enhanced the process of coolness perception and brand experience. These findings highlight that different paths of brand characteristics lead to a high level of customer perception and brand behavior. In other words, brand psychology and brand behavior occupy different core positions in traditional and emerging restaurants.     

How Customer Personality Traits Influence Brand Loyalty in the Coffee Shop Industry: The Moderating Role of Business Types

This study examines how perceptions associated with customer personality traits can affect customer satisfaction, customer brand identification (CBI), and involvement as well as the development of brand loyalty. Social identity theory was applied to explain these effects as it relates to coffee shop businesses and further investigate relationships between customers and a brand. The verified model with a survey sample of 743 customers confirmed that customer personality traits had significant effects on customer satisfaction and CBI. Customer satisfaction had positive effects on CBI, involvement, and brand loyalty. CBI had significant influences on involvement and brand loyalty. Involvement was, in turn, positively associated with brand loyalty. In addition, the relationships between these variables were moderated by business type (i.e., independent coffee shop vs. franchise coffee shop).     

Exploring the Impacts of Service Guarantee Strategy

This study examines the impacts of service guarantee in terms of consumers' perceived purchase risks, loyalty, complaint behaviors, and intent to use “word-of-mouth” within the context of the casual dining restaurant segment. The scenario method was developed and used to test the research hypotheses. The results of the study reveal that a well-executed service guarantee could reduce consumers' perceived purchase risks, and increase a positive word-of-mouth and customer loyalty. On the other hand, it also raises consumers' intent to complain upon service failure. Furthermore, the results of the study indicate that a “specific” service guarantee is much more effective in reducing consumers' perceived purchase risks, and increasing consumers' intent to claim after a service failure as opposed to an “unconditional” service guarantee. The results of the study suggest that a service guarantee offered by independent restaurants could offer a competitive advantage over brand restaurants not offering a service guarantee.     

Influence of brand relationship on customer attitude toward integrated resort brands: a cognitive,affective, and conative perspective

ABSTRACT

Despite the significance of understanding customer behavior in the integrated resort setting, only limited research has been conducted on this topic. Thus, this study aims to identify and assess the antecedents of integrated resort brand loyalty from the perspective of Oliver’s cognitive, affective, and conative theory of attitudinal brand loyalty model. . A total of 443 respondents who had experienced integrated resorts participated and completed a survey questionnaire. A positive relationship was observed between two-way communication and brand attitude, emotional exchange and brand attitude, brand partner quality and brand attitude, and brand attitude and behavioral intention toward integrated resort brand. Results revealed the association between cognitive, affective, and conative dimensions and integrated resort brand value. This notion suggests that integrated resort brands carry a high awareness of relationship, and the brand will invoke an emotional value in customers. Therefore, integrated resorts should consider customer–brand relational aspects to achieve long-term success for the integrated resort brand.     

Chinese consumers' brand personality perceptions of tourism real estate firms

This study examined Chinese consumers' perceptions of brand personality of tourism real estate firms, and classified Chinese consumers based on their brand personality perceptions towards tourism real estate as a new consumption good. The study identified five brand personality factors: humanity, excitement, status enhancement, professionalism and wellness. K-means cluster analysis further identified three distinct Chinese consumer segments with differentiated brand personality perceptions: status/humanity consumers, wellness seekers and professionalism minders. Discussions regarding culture-specific factors of brand personality in the study were provided with considerations of China's significant socio-cultural changes. Managerial implications and suggestions for future research were also discussed.     

Crafting and testing a central precept in service-dominant logic: Hotel employees’ brand-citizenship behavior and customers’ brand trust

Employees play an important role in hotel service branding. Their enactments of positive brand-supportive behaviors help nurture positive customer–brand relationships. This study explores the relationship between employee perceived organizational support, brand citizenship behavior, and customers’ perceptions of brand trust. Two questionnaire surveys were carried out in high-contact hotel service firms collecting employee and customer data by matched-questionnaires. The results of the study indicate that brand-citizenship behavior consists of three components: willingness-to-help, brand enthusiasm, and propensity for further development. Propensity for further development has a significant direct positive effect on the other two components, and the other two components both have significant direct positive effects on customer's brand trust. Employee-perceived higher levels of organizational support increase performance of brand citizenship behavior. The study includes empirical findings, contributions to theory, limitations, and direction for future research.     

Customers’ perceptions in value and food safety on customer satisfaction and loyalty in restaurant environments: moderating roles of gender and restaurant types

Using a valid sample of 334 restaurant diners, this study investigated the relative effects of perceived value and food safety on customer satisfaction and customer loyalty. The proposed model was consistent with other cognitive–attitudinal–behavioral frameworks. This study also explored how these two perceptions on customer satisfaction were different based on gender and restaurant type. We found support for all of the hypothesized relationships. Results from the structural equation modeling showed that customer satisfaction mediated the relationships between two antecedents and customer loyalty. Implications of the findings, limitations of the study, and recommendations for future research were discussed.     

A patron,a referral and why in Macau casinos—The case of mainland Chinese gamblers

Delivering high quality service tends to improve the loyalty of valued customers. Operators should have an understanding of how customers react to the service provision. The current investigation is undertaken in Macau casinos and explores the relationship between service quality and loyalty of casino members and non-members with a focus on gamblers from the mainland China. Gamble loyalty is operationalized on the basis of attitudinal and behavioural dimensions. A quantitative method is used to explore these relationships. Casino service quality is measured by using a newly developed four-dimensional scale named CASERV. The results indicate that service quality explains significant variance in gambler attitudinal loyalty but not behavioural loyalty for casino members and non-members. In particular, service delivery contributes substantially to gambler attitudinal loyalty. Surprisingly, non-members report higher level of service quality perceptions and are more likely to act as referral for the casino and to spread positive word-of-mouth communications; whereas members do appear to patronize the casino more frequently and to play longer in the casino of their first choice during their visit in Macau. Implications of these findings are provided for practitioners and researchers.     

Brand knowledge and non-financial brand performance in the green restaurants: Mediating effect of brand attitude

The restaurant business has been increasingly recognized for its ability to help mitigate many negative environmental impacts. To develop a competitive advantage, green restaurants may adopt an innovative branding strategy. Marketing management recognizes that understanding brand attitude is critical for marketing strategies. Studies have examined the relationship between brand knowledge and non-financial brand performance. However, it remains unclear how the green restaurant brand attitude affects this relationship.This study aims to fill this research gap by identifying the composition and structure of the brand attitude in Taiwan’s green restaurants and examining the mediating effects of brand attitude on the relationship between brand knowledge and brand performance. The findings of this study broaden and deepen the current knowledge of the role of brand attitude in Taiwan’s green restaurant industry. In practice, it is suggested that green restaurant management should develop well-known brand knowledge to form brand attitudes and foster brand performance.     

Consumer-based chain restaurant brand equity,brand reputation,and brand trust

This study develops and tests a consumer-based chain restaurant brand equity(CBCRBE) model and investigates the mediating effects of brand reputation on the relationship between CBCRBE and brand trust. Using a structural equation modeling (SEM) analysis, the four dimensions of CBCRBE- food & service quality, brand affect, brand awareness, and brand association- are found to have positive effects on brand reputation. Moreover, it is demonstrated that brand reputation has a positive effect on brand trust. The results of study confirm that brand reputation partially mediates the effects of food & service quality, brand affect, and brand awareness on brand trust. In addition, the effect of brand association on brand trust is fully mediated via brand reputation. The study of CBCRBE offers insights into the efficient strategies that can be used to enhance brand reputation and secure brand trust in the restaurant industry. Finally, based on the result of the relationship between CBCRBE, brand reputation, and brand trust, the study compares the differences among the groups according to the consumer visit purposes in relation to the CBCRBE dimensions. The results of the study contribute to improve understanding of the complex psychological processes involved in consumer selection criteria for a chain restaurant or relevant service industry.     

How does parent heritage brand preference affect brand extension loyalty? A moderated mediation analysis

Firms with high brand equity often employ the strategy of brand extension to place new products on the market. Very few studies have analyzed brand extensions in the cultural heritage context, and fewer still have dealt with brands carrying the World Heritage hallmark. This work contributes to the existing knowledge in this field by examining how cultural heritage brand preference contributes to the formation of brand-extension loyalty, taking into account the tourists' perceptions of the extension (via attitudes and image) and the moderating role of brand extension fit and authenticity. A 2 (high vs. low brand extension fit) x 3 (high, moderate, and low degree of brand extension authenticity) between-subjects experimental design was used. The results show that parent brand preference exerts a positive effect on brand extension loyalty, mediated by brand extension attitude and brand extension image. These relationships are moderated by brand extension fit.     

Social servicescape’s impact on customer perceptions of the hospitality brand – The role of branded social cues

This research examines how the social servicescape (i.e., employee-customer, employee-employee and customer-customer) impacts brand-related outcomes via branded social cues. Informed by theories related to cue consistency and conceptual fluency, results from three experimental studies conducted across sectors and scales of hospitality businesses (i.e., luxury hotel, high-end restaurant and limited-service hotel), indicate that branded social servicescape cues have direct, indirect and interactive effects on brand-related outcomes. In luxury contexts, when the brand’s personality is absent in employee-customer social cues, the negative effects were buffered if brand personality is reflected in employee-employee social cues. Conceptual fluency mediated the relationship between branded employee-customer social cues and brand-related outcomes, which was moderated by branded employee-employee social cues. Conceptual fluency also mediated the relationship between branded customer-customer social cues and brand-related outcomes. This research sheds light on how hospitality firms can leverage branded social cues to enhance customer evaluation of the hospitality brand.     

Restaurant chain’s corporate social responsibility messages on social networking sites: The role of social distance

Considering the large influence of social media on the restaurant chain industry, finding effective communication strategies to interact with customers is critically important. The purpose of the study was to investigate how restaurant chain’s CSR messages on social networking sites affect brand value and social distance. Data were collected from 403 social media users with a dining experience at a U.S. restaurant chain. A two-step structural equation model and a two by two between-subject experimental design were conducted for this study. The perception of CSR messages on SNS positively affects customer’s social distance and the restaurant’s brand credibility, and consequently enhance the brand equity. Restaurant chain’s concrete (vs. abstract) CSR messages on SNS has a positive influence on customers’ brand equity when their social distance is close (vs. distant). The study highlights the importance of shortening social distance to enhance brand equity when developing CSR messages on SNS.     

Examining Antecedents and Consequences of Brand Personality in the Upper-Upscale Business Hotel Segment

ABSTRACT

Relying on Aaker's (1996 Aaker, D. A. 1996. Building strong brands, New York: Free Press.  [Google Scholar]) dimensions of brand personality, this study investigated the relationships between brand personality and its antecedents and consequences in the upper-upscale business hotel segment. Two dimensions of brand personality––competence and sophistication––were confirmed. User imagery was found to be the strongest predictor of brand personality, while trust had the significant mediating effect on the relationship between brand personality and loyalty. The theoretical and practical implications of this study's findings are included to assist both academicians and practitioners in the lodging industry in enriching their understanding of customers' perceptions of and attitudes toward hotel brand.     

Hotel category switching behavior—Evidence of mobility,stasis or loyalty

Adopting Colombo and Morrison’s (1989) brand switching matrix (BSM) as a framework, we analyze hotel guest loyalty at the service category level via survey data collected from a random sample of returning visitors to Macau. Specifically we examined repeat visitors’ likelihood of staying at the same hotel service level and explore how observed switching behavior is likely concomitant to structural macro-level factors, such as intensity of competition, entry of new operators and the lack of government policy and regulation over hotel substitutes, concurrently observed over the same period. The study thus delves into, on the one hand, aspects of hotel ‘class mobility’ or switching over time by individual consumers and, on the other, how changes in the competitive and structural environment affecting different hotel categories can reflect such switching. The analytical approach used in the study is unique in that it focuses on switching behavior, rather than intrinsic, attitudinal or psychosocial conceptions of loyalty. Results also provide a richer backdrop for understanding changes in individual hotel brand loyalty, which normally ignores the influence of category-level and large scale extrinsic factors.     

Reexamining the Dimensionality of Brand Loyalty: A Case of the Cruise Industry

This study revisits the dimensional structure of the brand loyalty construct. Following recent developments in loyalty studies, this research conceptualizes brand loyalty as a four‐dimensional construct comprising of cognitive, affective, conative, and behavioral loyalty. It is proposed that the first three dimensions collectively form a higher order factor—namely attitudinal loyalty—which then leads to behavioral loyalty. However, this conceptualization is not supported by the data. Alternatively, a modified model—based on the traditional conceptualization that attitudinal loyalty is a first‐order, one‐dimensional construct—was found to better fit the data. Thus, this study revalidates the traditional two‐dimensional conceptualization of loyalty. It also contributes to the literature by introducing and validating a five‐item attitudinal loyalty measure.     

Contingency variables for customer share of visits to full-service restaurant

This study sought to reveal the direct effect and/or moderating effects of contingency variables in relation to customer share of visits. The hypotheses of this study were tested based on responses from 277 general U.S. full-service restaurant customers, using a series of (moderated hierarchical) regression analyses. The direct effects of social switching costs, lost benefits costs, procedural costs, and intrinsic inertia were positive whereas that of intrinsic variety-seeking was negative on customer share of visits. Consumer involvement and perceived brand heterogeneity were found to enhance the effect of brand preference on customer share of visits.     

Impact of brand recognition and brand reputation on firm performance: U.S.-based multinational restaurant companies’ perspective

Given the importance of a firm's performance, which is of significant interest to many groups of people including management, shareholders and governments, this study aims to examine the impact of brand recognition and brand reputation on firm performance within the U.S. multinational restaurant company context. The study findings suggest that brand reputation, in general, has a positive influence on a firm's value performance but no significant relationship with accounting performance. Brand recognition shows no significant relationship with both value and accounting performance measures controlling for the degree of internationalization of a multinational restaurant company.     

South Korea's Medical Tourism Destination Brand Personality and the Influence of Personal Values

Adopting Aaker's brand personality scale, this study aimed to determine South Korea's medical tourism destination personality. Based on a survey of US consumers, the results indicate that South Korea's medical tourism destination personality comprised three dimensions: sincerity, competence, and ruggedness. Furthermore, sincerity and competence positively influenced consumers' willingness to travel to South Korea for medical care. This study also found that personal values, in particular excitement, self-respect, sense of belonging, and being well respected, were significant positive predictors of South Korea's medical tourism destination personality. Marketing implications of the findings are discussed, and suggestions for future research are offered. This study serves as a starting point for further research on medical tourism destination brand personality.