Start Date

8-1-2011 9:45 AM

End Date

8-1-2011 10:30 AM

Track

2. Track 2 - Poster Session

Subject Area

Food Service

Faculty Member

Dr. Lynn Huffman lynn.huffman@ttu.edu

Abstract

The focus of this research is the chain restaurant industry, and its purpose is: (a) to determine which factors influence “experiential value” and “customer loyalty formation,” and (b) to examine the connections between experiential value and that loyalty. Based on the literature review, five dimensions were identified that influence restaurant patrons’ behavior: (a) food quality, (b) price, (c) interpersonal service quality, (d) environment, and (e) brand image. Theoretical relationships between attributes influencing patron’s behavior, experiential value, satisfaction, and loyalty are derived from the literature review

Keywords

Experiential value, satisfaction, customer loyalty



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Jan 8th, 9:45 AM Jan 8th, 10:30 AM

What Matter Experiential Value in Casual-dining Restaurants?

The focus of this research is the chain restaurant industry, and its purpose is: (a) to determine which factors influence “experiential value” and “customer loyalty formation,” and (b) to examine the connections between experiential value and that loyalty. Based on the literature review, five dimensions were identified that influence restaurant patrons’ behavior: (a) food quality, (b) price, (c) interpersonal service quality, (d) environment, and (e) brand image. Theoretical relationships between attributes influencing patron’s behavior, experiential value, satisfaction, and loyalty are derived from the literature review