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Journal of Foodservice Business Research Volume 8, 2005 - Issue 3
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Original Articles

The Impact of Product and Service Quality on Brand Loyalty

An Exploratory Investigation of Quick-Service Restaurants

Allen Z. Reich PhD School of Hotel and Restaurant Management, Northern Arizona University, PO Box 5638, Flagstaff, AZ, 86011, USA
,
Ken W. McCleary PhD Department of Hospitality and Tourism Management, Virginia Tech, 353 Wallace Hall, Blacksburg, VA, 24061-0429, USA
,
Yodmanee Tepanon Department of Hospitality and Tourism Management, Virginia Tech, 353 Wallace Hall, Blacksburg, VA, 24061-0429, USA
&
Pamela A. Weaver PhD Department of Hospitality and Tourism Management, Virginia Tech, 353 Wallace Hall, Blacksburg, VA, 24061-0429, USA
Pages 35-53 | Published online: 08 Sep 2008

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Jong-Hyeong Kim & Hanqun Song. (2022) Examining the influence of multiple dimensions of authentic dining experiences. The Service Industries Journal 0:0, pages 1-25.
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Kimberly Mathe-Soulek, Matt Krawczyk, Robert J. Harrington & Michael Ottenbacher. (2016) The Impact of Price-Based and New Product Promotions on Fast Food Restaurant Sales and Stock Prices. Journal of Food Products Marketing 22:1, pages 100-117.
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Kenneth R. Bartkus, Robert Mills & David Olsen. (2015) Clarifications on the Design of Customer Comment Cards: Question Type, Question Wording, and Writing Space. Journal of Hospitality Marketing & Management 24:2, pages 216-228.
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Robin B. DiPietro, Susan Gregory & Amy Jackson. (2013) Going Green in Quick-Service Restaurants: Customer Perceptions and Intentions. International Journal of Hospitality & Tourism Administration 14:2, pages 139-156.
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Nancy K. Keith & Christina S. Simmers. (2011) Measuring Service Quality Perceptions of Restaurant Experiences: The Disparity Between Comment Cards and DINESERV. Journal of Foodservice Business Research 14:1, pages 20-32.
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Hee “Andy” Lee & CarolynU. Lambert. (2008) The Influence of Technology-Enabled Customer Relationship Management on Customers' Attitude Toward Service Quality and Loyalty. Journal of Foodservice Business Research 11:4, pages 363-381.
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VincentC. S. Heung & EricW. T. Ngai. (2008) The Mediating Effects of Perceived Value and Customer Satisfaction on Customer Loyalty in the Chinese Restaurant Setting. Journal of Quality Assurance in Hospitality & Tourism 9:2, pages 85-107.
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Widjiarti Nur Riswandi, Heri Sudarsono, Asri Noer Rahmi & Ali Hamza. (2023) The intention of the young Muslim generation to purchase halal cosmetics: Do religiosity and halal knowledge matter?. Asian Journal of Islamic Management (AJIM), pages 150-162.
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Sakul Jariyachamsit. (2022) Marketing strategy, customer relationship management (CRM), and service quality on brand loyalty of Four-Star Hotels in Thailand. International journal of health sciences, pages 1524-1539.
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Hyewon Youn, Jing (Bill) Xu & Jong-Hyeong Kim. (2021) Consumers’ perceptions, attitudes and behavioral intentions regarding the symbolic consumption of auspiciously named foods. International Journal of Hospitality Management 98, pages 103024.
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Kuo-Yan Wang, Mu-Lan Ma & Jing Yu. (2021) Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine. Service Business 15:2, pages 335-368.
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Hsiu‐Hua Chang & Wei‐Jen Chuang. (2020) Encourage stakeholder engagement in sustainable development: Drivers of consumers themselves benefits and society welfares. Corporate Social Responsibility and Environmental Management 28:2, pages 748-762.
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Tecksoo Yang & Jinyong Ko. (2020) Differentiated Marketing Strategies of Templestay at Suguksa. The Journal of Buddhist Thought and Culture 12:1, pages 110-135.
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Michael C. Ottenbacher, Graciela Kuechle, Robert James Harrington & Woo-Hyuk Kim. (2019) QSR customer sustainable behaviors and brand practice perceptions on willingness to pay a premium. International Hospitality Review 33:2, pages 106-125.
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Zhenjie Wang, Chunling Zhu, Shanwu Tian & Ping Li. (2019) Differentiation and pricing power of online retailers. Frontiers of Business Research in China 13:1.
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Pramod Sharma & Jogendra Kumar Nayak. (2019) Understanding memorable tourism experiences as the determinants of tourists' behaviour. International Journal of Tourism Research 21:4, pages 504-518.
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Jong-Hyeong Kim. (2018) Animosity and Switching Intention: Moderating Factors in the Decision Making of Chinese Ethnic Diners. Cornell Hospitality Quarterly 60:2, pages 174-188.
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Jong-Hyeong Kim. (2017) The Impact of Memorable Tourism Experiences on Loyalty Behaviors: The Mediating Effects of Destination Image and Satisfaction. Journal of Travel Research 57:7, pages 856-870.
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Rania A.M. Shamah, Michela C. Mason, Andrea Moretti & Francesco Raggiotto. (2018) Investigating the antecedents of African fast food customers' loyalty: A self-congruity perspective. Journal of Business Research 86, pages 446-456.
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Kimberly Mathe, Sheila Scott-Halsell, Seontaik Kim & Matthew Krawczyk. (2014) Psychological Capital in the Quick Service Restaurant Industry: A Study of Unit-Level Performance. Journal of Hospitality & Tourism Research 41:7, pages 823-845.
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Hyewon Youn & Jong-Hyeong Kim. (2017) Effects of ingredients, names and stories about food origins on perceived authenticity and purchase intentions. International Journal of Hospitality Management 63, pages 11-21.
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Kimberly Mathe-Soulek, Lisa Slevitch & Ioana Dallinger. (2015) Applying mixed methods to identify what drives quick service restaurant's customer satisfaction at the unit-level. International Journal of Hospitality Management 50, pages 46-54.
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Kulkanya Napompech. (2014) Factors Affecting Wedding Banquet Venue Selection of Thai Wedding Couples. Journal of Applied Sciences 14:19, pages 2258-2266.
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Jong-Hyeong Kim & J. R. Brent Ritchie. (2013) Cross-Cultural Validation of a Memorable Tourism Experience Scale (MTES). Journal of Travel Research 53:3, pages 323-335.
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Kuo‐Chien Chang. (2013) How reputation creates loyalty in the restaurant sector. International Journal of Contemporary Hospitality Management 25:4, pages 536-557.
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Myungsu Chae, 정갑연 & 김미정. (2011) The Impact of Brand Image on the Customer Satisfaction and Brand Loyalty in Specialty Coffee Shop. Journal of Consumption Culture 14:3, pages 23-45.
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김홍 & 김나. (2011) A Study on Factors Influencing Customer Loyalty of the Chinese Internet Shopping Mall. Global Business Administration Review 8:2, pages 99-115.
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Kuo-Chien Chang, Mu-Chen Chen & Chia-Lin Hsu. (2010) Applying loss aversion to assess the effect of customers’ asymmetric responses to service quality on post-dining behavioral intentions: An empirical survey in the restaurant sector. International Journal of Hospitality Management 29:4, pages 620-631.
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Kuo‐Chien Chang, Mu‐Chen Chen, Chia‐Lin Hsu & Nien‐Te Kuo. (2010) The effect of service convenience on post‐purchasing behaviours. Industrial Management & Data Systems 110:9, pages 1420-1443.
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Kim, Sang-Ho. (2009) A Multiple-Item Scale for Measuring Food Service Quality- An Application of the Hierarchical Service Quality Approach -. Culinary Science & Hospitality Research 15:4, pages 227-244.
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Kim, Sang-Ho. (2009) A Multiple-Item Scale for Measuring Food Service Quality- An Application of the Hierarchical Service Quality Approach -. Culinary Science & Hospitality Research 15:4, pages 227-244.
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