Building consumer relationships in the quick service restaurant industry

References

• Ajzen, I., & Fishbein, M. (1992). Theory of reasoned action as applied to moral behavior: A confirmatory analysis. Journal of Personality and Social Psychology, 62(1), 98–109. doi:10.1037/0022-3514.62.1.98
   Web of Science ®Google Scholar
• Bagozzi, R. (1995). Reflections on relationship marketing in consumer markets. Journal of the Academy of Marketing Science, 23(4), 272–277. doi:10.1177/009207039502300406
   Google Scholar
• Barber, N., & Scarcelli, J. (2009). Clean restroom: How important are they to restaurant consumers? Journal of Foodservice, 20(6), 309–320. doi:10.1111/j.1748-0159.2009.00155.x
   Google Scholar
• Barber, N., & Scarcelli, J. (2010). Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale. Managing Service Quality, 20(1), 70–88. doi:10.1108/09604521011011630
   Google Scholar
• Bitner, J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82. doi:10.2307/1251871
   Web of Science ®Google Scholar
• Brady, M., & Cronin, J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49. doi:10.1509/jmkg.65.3.34.18334
   Web of Science ®Google Scholar
• Chang, K. (2000). The impact of perceived physical environments on customers’ satisfaction and return intentions. Journal of Professional Services Marketing, 21(2), 75–85. doi:10.1300/J090v21n02_06
   Google Scholar
• Chebat, J., & Michon, R. (2003). Impact of ambient odors on mall shopper’s emotions, cognition, and spending. Journal of Business Research, 56(7), 529–539. doi:10.1016/S0148-2963(01)00247-8
   Web of Science ®Google Scholar
• Clark, A., & Wood, R. (1998). Consumer loyalty in the restaurant industry: A preliminary exploration of the issues. International Journal of Contemporary Hospitality Management, 10(4), 139–144. doi:10.1108/09596119810222104
   Google Scholar
• Clarke, P. (2006, April 16). Sandelman restaurant marketing intelligence. San Clemente, CA: Sandelman and Associates.
   Google Scholar
• Getty, J., & Thompson, K. (1995). The relationship between quality, satisfaction, and recommending behavior in lodging decisions. Journal of Hospitality & Leisure Marketing, 2(3), 3–22. doi:10.1300/J150v02n03_02
   Google Scholar
• Gordon, P., & Sterrett, J. (1999). Geographic preference for fast food. Proceedings of the Academy of Marketing Studies, 4(2), 1–4.
   Google Scholar
• Gronroos, C. (1982). Strategic management and marketing in the service sector. Helsingfors, Finland: Swedish School of Economics and Business Administration.
   Google Scholar
• Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. doi:10.1108/EUM0000000004784
   Web of Science ®Google Scholar
• Harris, L., & Ogbonna, E. (2006). Service sabotage: A study of antecedents and consequences. Journal of the Academy of Marketing Science, 34(4), 543–558. doi:10.1177/0092070306287324
   Web of Science ®Google Scholar
• Hui, M., Dube, L., & Chebat, J. (1997). The impact of music on consumer’s reaction to waiting for services. Journal of Retailing, 73(1), 87–104. doi:10.1016/S0022-4359(97)90016-6
   Web of Science ®Google Scholar
• Keillor, B., Hult, G., & Kandemir, D. (2004). A study of the service encounter in eight countries. Journal of International Marketing, 12(1), 9–35. doi:10.1509/jimk.12.1.9.25649
   Web of Science ®Google Scholar
• Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48–64.
   Web of Science ®Google Scholar
• Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217–231. doi:10.1108/08876040010327220
   Google Scholar
• Lindquist, J. (1974). Meaning of image. Journal of Retailing, 50(2), 29–38.
   Google Scholar
• Mason, K., Jones, S., Benefield, M., & Walton, J. (2013). Consumer perceptions of QSRs success factors. Journal of International Business and Economics, 13, 109–116. doi:10.18374/JIBE-13-4.8
   Google Scholar
• Mattila, A. (2001). Emotional bonding and restaurant loyalty. The Cornell Hotel and Restaurant Administration Quarterly, 42(6), 73–79. doi:10.1016/S0010-8804(01)81012-0
   Google Scholar
• Milliman, R. (1986). The influence of background music on the behavior of restaurant patrons. Journal of Consumer Research, 13(2), 286–289. doi:10.1086/jcr.1986.13.issue-2
   Web of Science ®Google Scholar
• Mills, B. (2014). Marketing health conscious. QSR Magazine. Retrieved from http://www2.qsrmagazine.com/articles/outside_insights/140/healthconscious-1.phtml
   Google Scholar
• Oliver, R. (1997). Satisfaction; A behavioral perspective on the consumer. New York, NY: McGraw-Hill.
   Google Scholar
• Pettijohn, L., Pettijohn, C., & Luke, R. (1997). An evaluation of fast food restaurants satisfaction: Determinants, competitive comparisons and impact on future patronage. Journal of Restaurant & Foodservice Marketing, 2(3), 27–41. doi:10.1300/J061v02n03_02
   Google Scholar
• Richter, B. (2014 August). Double take: Brands tackle quality perception with honest advertising. Quick Service Restaurant Magazine. Retrieved from http://www.qsrmagazine.com/promotions/double-take
   Google Scholar
• Robson, A. K. (1999). Turning the tables: The psychology of design for high-volume restaurants. Cornell Hotel and Restaurant Administration Quarterly, 40(3), 56–63.
   Google Scholar
• Ryu, K., & Han, H. (2010a). Influence of physical environment on disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. International CHRIE Conference. Retrieved from http://scholarworks.umass.edu/refereed/CHRIE_2010/Wednesday/13
   Google Scholar
• Ryu, K., & Han, H. (2010b). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality and Tourism Research, 34(3), 310–329. doi:10.1177/1096348009350624
   Web of Science ®Google Scholar
• Sabir, R., Ghafoor, O., Hafeez, I., Akhtar, N., & Rehman, A. (2014). Factors affecting consumers’ satisfaction in restaurants. International Review of Management and Business Research, 3(2), 869–876.
   Google Scholar
• Schlosser, E. (2001). Fast food nation: The dark side of the all-American meal. Boston, MA: Houghton Mifflin.
   Google Scholar
• Shemwell, D., Yavas, U., & Bilgin, Z. (1998). Customer-service provider relationships: An empirical test of a model of service quality, satisfaction and relationship oriented outcome. International Journal of Services Industry Management, 9, 155–168. doi:10.1108/09564239810210505
   Google Scholar
• Snyder, T., & Dillow, S. (2011, April). Digest of education statistics, 2010 - Introduction. Retrieved from http://nces.ed.gov/programs/digest/d10/index.asp
   Google Scholar
• Spreng, R., & Mackoy, R. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201–214. doi:10.1016/S0022-4359(96)90014-7
   Web of Science ®Google Scholar
• Stevens, P., & Knutson, B. (1995). Dineserv: A tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56–60. doi:10.1177/001088049503600226
   Google Scholar
• Ting, D. (2004). Service quality and satisfaction perceptions: Curvilinear and interaction effect. International Journal of Bank Marketing, 22(6), 407–420. doi:10.1108/02652320410559330
   Google Scholar
• Todd, E., & Greig, J. (2007). Outbreaks where food workers have been implicated in the spread of foodborne disease. Part 3. Factors contributing to outbreaks and description of outbreak categories. Journal of Food Protection, 70(9), 2199–2217.
   PubMed Web of Science ®Google Scholar
• U.S. Census Bureau. (2007). Sector 72: EC0772A2: Accommodation and food services: Geographic area series: Comparative statistics for the United States (2002 NAICS Basis): 2007 and 2002. Retrieved from http://factfinder.census.gov/servlet/IBQTable?_bm=y&-geo_id=&-ds_name=EC0772A2&-_lang=en]
   Google Scholar
• Wallace, J. (1995, June 5). Customer loyalty in the fast food industry. Nation’s Restaurant News. New York, NY: Penton Research Group, Penton Media.
   Google Scholar