Advanced search
Publication Cover
Journal of Foodservice Business Research Volume 16, 2013 - Issue 1
Submit an article Journal homepage
2,206
Views
52
CrossRef citations to date
0
Altmetric
Refereed

Engaging Customers for Loyalty in the Restaurant Industry: The Role of Satisfaction, Trust, and Delight

Jana Lay-Hwa Bowden-Everson Department of Marketing & Management, Macquarie University, Sydney, AustraliaCorrespondence[email protected]
,
Tracey S. Dagger Department of Marketing, Monash University, Melbourne, Australia
&
Greg Elliott Department of Marketing & Management, Macquarie University, Sydney, Australia
Pages 52-75 | Published online: 25 Feb 2013

Citations (52)

Keep up to date with the latest research on this topic with citation updates for this article.

Subscribe to citation updates

Read on this site (10)

Mahendar Reddy Gavinolla, Hiran Roy & Vikrant Kaushal. (2023) A retrospective overview of the Journal of Foodservice Business Research using bibliometric analysis. Journal of Foodservice Business Research 26:5, pages 741-761.
Read now
Farrah Zeba, Marla Royne Stafford & Musarrat Shaheen. (2022) Understanding hedonic and utilitarian routes to loyalty through satisfaction and delight: evidence from the fine-dining industry in India. Journal of Foodservice Business Research 0:0, pages 1-28.
Read now
Kerri Ann Lim, Sunny Ham, Hye Young Moon, Yoon Jung Jang & Chang Sik Kim. (2022) How does food choice motives relate to subjective well-being and loyalty? A cross-cultural comparison of vegan restaurant customers in South Korea and Singapore. Journal of Foodservice Business Research 25:2, pages 168-208.
Read now
Pranay Verma. (2021) The effect of materialism, satisfaction and trust upon attitudinal loyalty: The case of denims. Journal of Global Scholars of Marketing Science 31:4, pages 467-486.
Read now
Daniël Johannes Petzer & Mornay Roberts-Lombard. (2021) Delight and Commitment—Revisiting the Satisfaction-Loyalty Link. Journal of Relationship Marketing 20:4, pages 282-318.
Read now
Andrew Moreo, Lisa Cain, Imran Rahman & Yangsu Chen. (2019) How emotional displays and service quality impact satisfaction and loyalty: A gendered look. Journal of Foodservice Business Research 22:6, pages 563-581.
Read now
Raouf Ahmad Rather. (2019) Consequences of Consumer Engagement in Service Marketing: An Empirical Exploration. Journal of Global Marketing 32:2, pages 116-135.
Read now
Thomas Leib, Dennis Reynolds, Jim Taylor & William Baker. (2018) Web-Based Menu Design: A Conjoint Value Analysis. International Journal of Hospitality & Tourism Administration 19:4, pages 361-373.
Read now
Raouf Ahmad Rather. (2018) Investigating the Impact of Customer Brand Identification on Hospitality Brand Loyalty: A Social Identity Perspective. Journal of Hospitality Marketing & Management 27:5, pages 487-513.
Read now
Muzammal Ilyas Sindhu & Muhammad Arif. (2017) Corporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust. Cogent Business & Management 4:1.
Read now

Articles from other publishers (42)

María Eugenia Rodríguez-López, Juan Miguel Alcántara-Pilar & Salvador Del Barrio-García. (2023) Satisfaction or delight? A cross-cultural study of loyalty formation linked to two restaurant types. Journal of Hospitality and Tourism Insights 6:5, pages 2646-2667.
Crossref
Jia-Jhou Wu, Sue-Ting Chang, Yung-Ping Lin & Tom M.Y. Lin. (2023) Examining how coolness of service robots influences customers' delight: mediating role of perceived values. Journal of Hospitality and Tourism Insights.
Crossref
Mirta Casati, Claudio Soregaroli, Jens Rommel, Gloria Luzzani & Stefanella Stranieri. (2023) Please keep ordering! A natural field experiment assessing a carbon label introduction. Food Policy 120, pages 102523.
Crossref
Ala’ Omar Dandis, Donna Marie Wallace-Williams, Arnt Kyawt Ni, Len Tiu Wright & Yousef Ibrahim Abu Siam. (2022) The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants. The TQM Journal 35:7, pages 2028-2051.
Crossref
Marco Fabio Benaglia, Mei H.C. Ho & Tsaiyin Tsai. (2023) Drivers of customer satisfaction with restaurants during COVID-19. A survey of young adults in Taiwan and Indonesia. Asia Pacific Management Review.
Crossref
Yilmaz Akgunduz, Mehmet Alper Nisari & Serpil Sungur. (2023) A roadmap focused on customer citizenship behavior for fast-food restaurants during COVID-19. International Hospitality Review.
Crossref
Viriya Taecharungroj & Dissatat Prasertsakul. (2023) Placeful Business: Reimagining a Small Business Concept That Embraces and Enriches Places. Sustainability 15:12, pages 9370.
Crossref
Christo A. Bisschoff. 2023. Optimistic Marketing in Challenging Times: Serving Ever-Shifting Customer Needs. Optimistic Marketing in Challenging Times: Serving Ever-Shifting Customer Needs 249 261 .
Hung-Che Wu. 2023. The Palgrave Handbook of Global Sustainability. The Palgrave Handbook of Global Sustainability 2025 2041 .
Wentao Zhan, Minghui Jiang & Xueping Wang. (2022) Optimal Capacity Decision-Making of Omnichannel Catering Merchants Considering the Service Environment Based on Queuing Theory. Systems 10:5, pages 144.
Crossref
SangRyeong Lee, Jin-Woo Park & Sukhoon Chung. (2022) The Effects of Corporate Social Responsibility on Corporate Reputation: The Case of Incheon International Airport. Sustainability 14:17, pages 10930.
Crossref
Mohammad Rashed Hasan Polas, Mosab I. Tabash, Asghar Afshar Jahanshahi & Bulbul Ahamed. (2022) Consumers’ sustainable online purchase behaviour during COVID-19 pandemic: the role of relational benefit and site commitment. foresight 24:3/4, pages 476-503.
Crossref
Sukhoon Chung, Jin-Woo Park & Sangryeong Lee. (2022) The Influence of CSR on Airline Loyalty through the Mediations of Passenger Satisfaction, Airline Brand, and Airline Trust: Korean Market Focused. Sustainability 14:8, pages 4548.
Crossref
Ala' Omar Dandis, Mohammad Badi’ Al Haj Eid, Robin Robin & Nathalie Wierdak. (2021) An empirical investigation of the factors affecting customer lifetime value. International Journal of Quality & Reliability Management 39:4, pages 910-935.
Crossref
Viriya Taecharungroj. (2022) An analysis of tripadvisor reviews of 127 urban rail transit networks worldwide. Travel Behaviour and Society 26, pages 193-205.
Crossref
Patience Moyo & Robertson Tengeh. (2021) Digital design and technology and market outreach in rural Zimbabwe. EUREKA: Social and Humanities:3, pages 3-14.
Crossref
Viriya Taecharungroj, Gary Warnaby & Cathy Parker. (2020) Responding to the voice of the markets: an analysis of Tripadvisor reviews of UK retail markets. Journal of Place Management and Development 14:2, pages 180-200.
Crossref
Chunli Ji & Catherine Prentice. (2021) Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts. Journal of Retailing and Consumer Services 58, pages 102319.
Crossref
Hung-Che Wu. 2020. The Palgrave Handbook of Global Sustainability. The Palgrave Handbook of Global Sustainability 1 17 .
Christo Bisschoff. (2020) Measuring and managing brand loyalty of banks` clients. Banks and Bank Systems 15:3, pages 160-170.
Crossref
Olumide Jaiyeoba, Douglas T. Svotwa & Mornay Roberts-Lombard. (2020) Precursors and outcome of customer satisfaction/delight in business-to-consumer relationships in Botswana. South African Journal of Business Management 51:1.
Crossref
Boonyanit Mathayomchan & Viriya Taecharungroj. (2020) “How was your meal?” Examining customer experience using Google maps reviews. International Journal of Hospitality Management 90, pages 102641.
Crossref
Raouf A. Rather & Mark Anthony Camilleri. 2020. Enlightened Marketing in Challenging Times. Enlightened Marketing in Challenging Times 429 443 .
Jiyeon Jeon, Myongjee Yoo & Natasa Christodoulidou. (2019) The impact of Wi-Fi service on millennial diners. Journal of Hospitality and Tourism Technology 10:3, pages 383-400.
Crossref
Hung-Che Wu, Ching-Chan Cheng, Chi-Han Ai & Guowei Chen. (2019) Relationships between restaurant attachment, experiential relationship quality and experiential relationship intentions: The case of single friendly restaurants in Taiwan. Journal of Hospitality and Tourism Management 40, pages 50-66.
Crossref
Sajad Rezaei, Maryam Emami & Naser Valaei. (2019) Modeling Emotive and Cognitive Origins of Consumer's Purchase Choices and Patronage Decisions. International Journal of E-Business Research 15:2, pages 71-92.
Crossref
Mornay Roberts-Lombard, Mercy Mpinganjira & Goran Svensson. (2019) The antecedents and postcedents of satisfaction in business-to-business relationships in South Africa. South African Journal of Business Management 50:1.
Crossref
Andrew Moreo, Robert Woods, Gail Sammons & Christine Bergman. (2019) Connection or competence. International Journal of Contemporary Hospitality Management 31:1, pages 330-348.
Crossref
Ahmad Raouf Rather. 2018. The Branding of Tourist Destinations: Theoretical and Empirical Insights. The Branding of Tourist Destinations: Theoretical and Empirical Insights 207 231 .
Hung-Che Wu & Ching-Chan Cheng. (2018) Relationships between technology attachment, experiential relationship quality, experiential risk and experiential sharing intentions in a smart hotel. Journal of Hospitality and Tourism Management 37, pages 42-58.
Crossref
Mornay Roberts-Lombard & Daniël Johannes Petzer. (2018) Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective. European Business Review 30:4, pages 427-445.
Crossref
Sandhiya Goolaup, Cecilia Solér & Robin Nunkoo. (2017) Developing a Theory of Surprise from Travelers’ Extraordinary Food Experiences. Journal of Travel Research 57:2, pages 218-231.
Crossref
Edwin N. Torres & Giulio Ronzoni. (2018) The evolution of the customer delight construct. International Journal of Contemporary Hospitality Management 30:1, pages 57-75.
Crossref
David Bamber & Clay Gransden. 2018. Experiential Learning for Entrepreneurship. Experiential Learning for Entrepreneurship 165 183 .
Mornay Roberts-Lombard, Mercy Mpinganjira & Göran Svensson. (2017) Antecedents and outcomes of satisfaction in buyer–supplier relationships in South Africa: A replication study. South African Journal of Economic and Management Sciences 20:1.
Crossref
Kay Naumann, Jana Lay-Hwa Bowden & Mark Gabbott. (2017) Exploring customer engagement valences in the social services. Asia Pacific Journal of Marketing and Logistics 29:4, pages 890-912.
Crossref
Eunil Park, Ki Joon Kim & Sang Jib Kwon. (2017) Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust. Journal of Business Research 76, pages 8-13.
Crossref
Pan Wen-Hui & Zhao Peng-Wei. (2017) Factors affecting O2O e-commerce take-away online review. Factors affecting O2O e-commerce take-away online review.
Hung-Che Wu. (2017) What drives experiential loyalty? A case study of Starbucks coffee chain in Taiwan. British Food Journal 119:3, pages 468-496.
Crossref
Boyoung HurInjoo ChoiMeeyoung KimJinwook KwonJiyoung LeeJihyun Yoon. (2017) Current Status of Parents' Monitoring of and Level of Trust in School Lunch Programs. Korean Journal of Community Nutrition 22:5, pages 401.
Crossref
Munyaradzi W. Nyadzayo & Saman Khajehzadeh. (2016) The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services 30, pages 262-270.
Crossref
Sajad Rezaei, Maryam Emami & Naser Valaei. 2016. Encyclopedia of E-Commerce Development, Implementation, and Management. Encyclopedia of E-Commerce Development, Implementation, and Management 1674 1692 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Order Reprints Request Corporate Permissions

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

Request Academic Permissions

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.

Related research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.