The Full-Service Dining Experience: An Assessment of the Generation-Specific Determinants of Customer Loyalty

REFERENCES

• Back, K.-J. (2012). Impact-range performance analysis and asymmetry analysis for improving quality of Korean food attributes. International Journal of Hospitality Management, 31(2), 535–543. doi:10.1016/j.ijhm.2011.07.013
   Web of Science ®Google Scholar
• Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002). The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120–141. doi:10.1509/jmkg.66.2.120.18470
   Web of Science ®Google Scholar
• Berry, L. L. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28(1), 128–137. doi:10.1177/0092070300281012
   Web of Science ®Google Scholar
• Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71.
   Web of Science ®Google Scholar
• Brooks, S. (2005). What’s so special about Echoboomers? Restaurant Business, 104(15), 34–36.
   Google Scholar
• Dries, N., Pepermans, R., & Kerpel, E. D. (2008). Exploring four generations’ beliefs about career: Is “satisfied” the new “successful”? Journal of Managerial Psychology, 23(8), 907–928. doi:10.1108/02683940810904394
   Web of Science ®Google Scholar
• Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of Business & Industrial Marketing, 17(2/3), 107–118. doi:10.1108/08858620210419754
   Google Scholar
• Gilboa, S., & Vilnai-Yavetz, I. (2010). Four generations of mall visitors in Israel: A study of mall activities, visiting patterns, and products purchased. Journal of Retailing & Consumer Services, 17(6), 501–511. doi:10.1016/j.jretconser.2010.08.005
   Google Scholar
• Gremler, D. D., & Gwinner, K. P. (2000). Customer-employee rapport in service relationships. Journal of Service Research, 3(1), 82–104. doi:10.1177/109467050031006
   Google Scholar
• Gurău, C. (2012). A life-stage analysis of consumer loyalty profile: Comparing Generation X and Millennial consumers. Journal of Consumer Marketing, 29(2), 103–113. doi:10.1108/07363761211206357
   Google Scholar
• Ha, J., & Jang, S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520–529. doi:10.1016/j.ijhm.2009.12.005
   Web of Science ®Google Scholar
• Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality & Tourism Research, 33(4), 487–510. doi:10.1177/1096348009344212
   Web of Science ®Google Scholar
• Haytko, D. L., & Baker, J. (2004). It’s all at the mall: Exploring adolescent girls’ experiences. Journal of Retailing, 80(1), 67–83. doi:10.1016/j.jretai.2004.01.005
   Web of Science ®Google Scholar
• Hoffrichter, M., Wildes, V. J. W., & Parks, S. C. (1999). Generation X and their future buying behaviors in the foodservice industry. Journal of Restaurant & Foodservice Marketing, 3(3–4), 93–107doi:. 10.1300/J061v03n03_07
   Google Scholar
• Hu, S.-M., Leong, J. K., Kim, W. G., Ryan, B., & Warde, W. D. (2008). Senior citizens’ perceived service levels in three restaurant sectors. Journal of Foodservice Business Research, 11(2), 202–219. doi:10.1080/15378020801995556
   Google Scholar
• Keller, K. L. (2001). Building customer-based brand equity. Marketing Management, 10(2), 14–19.
   Google Scholar
• Kennedy, L. (2001). The up and coming generation. Retail Merchandiser, 41(8), 66.
   Google Scholar
• Kim, W. G., & Kim, H.-B. (2004). Measuring customer-based restaurant brand equity. The Cornell Hotel and Restaurant Administration Quarterly, 45(2), 115–131. doi:10.1177/0010880404264507
   Google Scholar
• Kim, W. G., & Moon, Y. J. (2009). Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type. International Journal of Hospitality Management, 28(1), 144–156. doi:10.1016/j.ijhm.2008.06.010
   Web of Science ®Google Scholar
• Kivela, J., Inbakaran, R., & Reece, J. (1999). Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205–222. doi:10.1108/09596119910272739
   Google Scholar
• Kivela, J., Inbakaran, R., & Reece, J. (2000). Consumer research in the restaurant environment, Part 3: Analysis, findings, and conclusions. International Journal of Contemporary Hospitality Management, 12(1), 13–30. doi:10.1108/09596110010304984
   Google Scholar
• Knutson, B. J., & Patton, M. E. (1993). Restaurants can find gold among silver hair. Journal of Hospitality & Leisure Marketing, 1(3), 79–90. doi:10.1300/J150v01n03_07
   Google Scholar
• Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48–64.
   Web of Science ®Google Scholar
• Kupperschmidt, B. (2000). Multigeneration employees: Strategies for effective management. The Health Care Manager, 19(1), 65–76. doi:10.1097/00126450-200019010-00011
   PubMedGoogle Scholar
• LaHue, P. (2000). The new mature market. Restaurant Hospitality, 84(1), 51–56.
   Google Scholar
• Line, N., & Runyan, R. C. (2012). Hospitality marketing research: Recent trends and future directions. International Journal of Hospitality Management, 31(2), 477–488. doi:10.1016/j.ijhm.2011.07.006
   Web of Science ®Google Scholar
• Line, N., Runyan, R. C., Costen, W., Frash, R., & Antun, J. (2012). Where everybody knows your name: Homophily in restaurant atmospherics. Journal of Hospitality Marketing & Management, 21(1), 1–19. doi:10.1080/19368623.2011.611728
   Google Scholar
• Lipke, D. J. (2000). Pledge of allegiance. American Demographics, 71(49), 40–42.
   Google Scholar
• Liu, Y., & Jang, S. C. (2009). The effects of dining atmospherics: An extended Mehrabian-Russell model. International Journal of Hospitality Management, 28(4), 494–503. doi:10.1016/j.ijhm.2009.01.002
   Web of Science ®Google Scholar
• Lynn, J. (2009). Start your own restaurant and more: Pizzeria, coffeehouse, deli, bakery, catering business. Madison, WI: Entrepreneur Inc.
   Google Scholar
• Macht, M., Meininger, J., & Roth, J. (2005). The pleasures of eating: A qualitative analysis. Journal of Happiness Studies, 6(2), 137–160. doi:10.1007/s10902-005-0287-x
   Google Scholar
• Moschis, G., Curasi, C. F., & Bellenger, D. (2003). Restaurant-selection preferences of mature consumers. Cornell Hotel & Restaurant Administration Quarterly, 44(4), 51–60. doi:10.1016/S0010-8804(03)90258-8
   Google Scholar
• Moschis, G. P. (2000). The maturing marketplace: Buying habits of baby boomers and their parents. Westport, CT: Greenwood Publishing Group.
   Google Scholar
• Namkung, Y., & Jang, S. C. (2007). Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31(3), 387–409. doi:10.1177/1096348007299924
   Google Scholar
• Noble, S. M., Haytko, D. L., & Phillips, J. (2009). What drives college-age Generation Y consumers? Journal of Business Research, 62(6), 617–628. doi:10.1016/j.jbusres.2008.01.020
   Web of Science ®Google Scholar
• Norum, P. S. (2003). Examination of generational differences in household apparel expenditures. Family & Consumer Sciences Research Journal, 32(1), 52–75. doi:10.1177/1077727X03255901
   Google Scholar
• Oh, H. (2002). Transaction evaluations and relationship intentions. Journal of Hospitality & Tourism Research, 26(3), 278–305. doi:10.1177/1096348002026003005
   Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
   Web of Science ®Google Scholar
• Patterson, I., & Pegg, S. (2009). Marketing the leisure experience to Baby Boomers and older tourists. Journal of Hospitality Marketing & Management, 18(2–3), 254–272. doi:10.1080/19368620802594136
   Google Scholar
• Pederson, B., & DeMicco, F. J. (1993). Restaurant dining strategies: Attracting nutrition-conscious future seniors. FIU Hospitality Review, 11(2), 7–17.
   Google Scholar
• Phillips, L. W., & Sternthal, B. (1977). Age differences in information processing: A perspective on the aged consumer. Journal of Marketing Research, 14(4), 444–457.
   Web of Science ®Google Scholar
• Raajpoot, N. A. (2002). TANGSERV: A multiple item scale for measuring tangible quality in foodservice industry. Journal of Foodservice Business Research, 5(2), 109–127. doi:10.1300/J369v05n02_08
   Google Scholar
• Rentz, J. O., & Reynolds, F. D. (1991). Forecasting the effects of an aging population on product consumption: An age-period-cohort framework. Journal of Marketing Research, 28(3), 355–360.
   Web of Science ®Google Scholar
• Rentz, J. O., Reynolds, F. D., & Stout, R. G. (1983). Analyzing changing consumption patterns with cohort analysis. Journal of Marketing Research, 20(1), 12–20.
   Web of Science ®Google Scholar
• Reynolds, J. S., & Hwang, J. (2006). Influence of age on customer dining experience factors at U.S. Japanese restaurants. TOURISMOS: An International Multidisciplinary Journal of Tourism, 1(2), 29–43.
   Google Scholar
• Ryu, K., Han, H., & Kim, T.-H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3), 459–469. doi:10.1016/j.ijhm.2007.11.001
   Web of Science ®Google Scholar
• Ryu, K., & Jang, S. C. (2008). DINESCAPE: A scale for customers’ perception of dining environments. Journal of Foodservice Business Research, 11(1), 2–22. doi:10.1080/15378020801926551
   Google Scholar
• Schewe, C. D., Meredith, G. E., & Noble, S. M. (2000). Defining moments: Segmenting by cohorts. Marketing Management, 9(3), 48–53.
   Google Scholar
• Schewe, C. D., & Noble, S. M. (2000). Market segmentation by cohorts: The value and validity of cohorts in America and abroad. Journal of Marketing Management, 16(1–3), 129–142. doi:10.1362/026725700785100479
   Google Scholar
• Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. Cornell Hotel & Restaurant Administration Quarterly, 36(2), 56–60. doi:10.1177/001088049503600226
   Google Scholar
• Sulek, J. M., & Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait: The case of a full-service restaurant. Cornell Hotel & Restaurant Administration Quarterly, 45(3), 235–247. doi:10.1177/0010880404265345
   Google Scholar
• Wardono, P., Hibino, H., & Koyama, S. (2011). Effects of restaurant interior elements on social dining behavior. Asian Journal of Environment-Behavior Studies, 2(5), 25–36.
   Google Scholar
• Williams, J. A., DeMicco, F. J., & Kotschevar, L. (1997). The challenges that face restaurants in attracting and meeting the needs of the mature customer. Journal of Restaurant & Food Service Marketing, 2(4), 49–64. doi:10.1300/J061v02n04_04
   Google Scholar
• Wu, C. C., Liao, S. H., Chen, Y. J., & Hsu, W. L. (2011, December). Service quality, brand image and price fairness impact on the customer satisfaction and loyalty. In Industrial Engineering and Engineering Management (IEEM), 2011 IEEE International Conference (pp. 1160–1164). IEEE.
   Google Scholar
• Xia, L., Monroe, K. B., & Cox, J. L. (2004). The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing, 68(4), 1–15. doi:10.1509/jmkg.68.4.1.42733
   Web of Science ®Google Scholar
• Zan, H., & Fan, J. X. (2010). Cohort effects of household expenditures on food away from home. Journal of Consumer Affairs, 44(1), 213–233. doi:10.1111/j.1745-6606.2010.01163.x
   Web of Science ®Google Scholar
• Zemke, R., Raines, C., & Filipczak, B. (1999). Generations at work: Managing the clash of veterans, boomers, xers, and nexters in your workplace (1st ed.). New York, NY: AMACOM.
   Google Scholar