(3.237.97.64) 您好!臺灣時間:2021/03/03 01:42
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
研究生:Ali Mursid
研究生(外文):Ali Mursid
論文名稱:Examining the Antecedents of Customer Satisfaction and Customer-Company Identification in Enhancing Customer Loyalty
論文名稱(外文):Examining the Antecedents of Customer Satisfaction and Customer-Company Identification in Enhancing Customer Loyalty
指導教授:巫喜瑞巫喜瑞引用關係
指導教授(外文):Cedric Hsi-Jui Wu
口試委員:陳筱華巫喜瑞關復勇陳光華
口試委員(外文):Sheau-Hwa ChenCedric Hsi-Jui WuFu-Yung KuanCheng I ChuKang-Hwa Chen
口試日期:2019-10-18
學位類別:博士
校院名稱:國立東華大學
系所名稱:企業管理學系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2019
畢業學年度:108
語文別:英文
論文頁數:131
外文關鍵詞:service encounterscompany identitycustomer-company identificationcustomer satisfactioncustomer loyalty
相關次數:
  • 被引用被引用:0
  • 點閱點閱:36
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
The fast growth of the culinary business in Indonesia attracts this study to investigate customer behavior focused on the antecedents of customer satisfaction and customer-company identification in enhancing customer loyalty of favorite restaurants. This framework sights light on the elements of service encounters includes service employee-to-customer interaction, physical environments, and customer-to-customer interaction that affect customer satisfaction and customer-company identification. Moreover, it verifies the components of company identity consists of identity similarity, identity distinctiveness, and identity prestige affect customer satisfaction. This study performs customer trust emerging in the relationship between company identity and customer-company identification. Lastly, it verifies the effect of customer-company identification on customer satisfaction and examines both customer satisfaction and customer-company identification in accomplishing customer loyalty.
This study collected data from the customer of favorite restaurants in Semarang City, Indonesia, using purposive sampling methods. Based on the purposive sampling methods with the criteria of favorite restaurants located in the area of Semarang City, provided an excellent service and quality of foods as well as facilitated with exotic physical environments, and had a good reputation and brand in the eye of customers, this study selected ten favorites’ restaurants. Approximately 750 hundred questionnaires distributed to the respondents to fill the questionnaires measuring with a seven-point scale from strongly disagree to strongly agree. Based on the distribution of the surveys with the responds rate of respondents, 79.6% with 597 questionnaires returned. Hence, analysis data using structural equation modeling via AMOS program analyses selected of complete data 520 respondents.
The two-step approach consists of confirmatory factor analysis (CFA) and structural equation modeling (SEM) used in this data analysis. The results showed that two elements of the service encounter, namely service employee-to-customer interaction and customer-to-customer interaction, insignificantly affect customer satisfaction. Only physical environments significantly affect customer satisfaction. Regarding the elements of service encounters as the antecedents of customer-company identification, the results showed that two aspects of service encounters, namely service employee-to-customer interaction and customer-to-customer interaction significantly affect customer-company identification. Conversely, physical environments cannot magnificently affect customer-company identification. Concerning the relationship between company identity and customer satisfaction, the results showed that all aspects of company identity, namely identity similarity, identity distinctiveness, and identity prestige, significantly influence customer satisfaction. In addition, the role of customer trust in the relationship between company identity and customer-company identification, only valid evolving in the relationship between identity prestige and customer-company identification. The role of customer trust in both identity similarity and identity distinctiveness impacts on customer-company identification was disappeared. Finally, this study strengthens the effect of customer-company identification on customer satisfaction, and the effect of both customer satisfaction and customer-company identification on customer loyalty.
Abstract i
Acknowledgement iii
Table of Contents v
Chapter 1 Introduction 1
1.1. Research Background 1
1.2. Research Gap 5
1.3. Research Motivation 6
1.4. Research Questions and Purposes 8
1.5. Research Organization 10
Chapter 2 Literature Review and Hypotheses Development 11
2.1. Literature Review 11
2.1.1. Service Encounters 11
2.1.1.1. Service Employee-to-Customer Interaction 14
2.1.1.2. Physical Environments 16
2.1.1.3. Customer-to-Customer Interaction 17
2.1.2. Company Identity 20
2.1.2.1. Identity Similarity 22
2.1.2.2. Identity Distinctiveness 23
2.1.2.3. Identity Prestige 24
2.1.3. Customer Trust 26
2.1.4. Customer-Company Identification 27
2.1.5. Customer Satisfaction 28
2.1.6. Customer Loyalty 31
2.1.7. The main literatures of Customer-Company Identification and Customer Satisfaction 33
2.2. Hypotheses Development 36
2.2.1. Service Employee-to-Customer Interaction and Customer Satisfaction 36
2.2.2. Physical Environments and Customer Satisfaction 37
2.2.3.Customer-to-Customer Interaction and Customer Satisfaction 39
2.2.4. Service Employee-to-Customer Interaction and Customer-Company Identification 40
2.2.5. Physical Environments and Customer-Company Identification 40
2.2.6. Customer-to-Customer Interaction and Customer-Company Identification 41
2.2.7. Identity Similarity and Customer Satisfaction 42
2.2.8. Identity Distinctiveness and Customer Satisfaction 43
2.2.9. Identity Prestige and Customer Satisfaction 44
2.2.10. The Role of Customer Trust 44
2.2.11. Customer Trust and Customer-Company Identification 45
2.2.12. The Relationship between Customer-Company Identification, Customer Satisfaction, and Customer Loyalty 46

Chapter 3 Methodology 49
3.1. Theoretical framework 50
3.2. Data Collection and Sampling Strategy 50
3.2.1. Description of Population and Sample 50
3.2.2. Data Collection 51
3.3. Measurement 52
3.3.1. Measurement Scale of the Elements of Service Encounters 52
3.3.2. Measurement Scale of the Elements of Company Identity 54
3.3.3. Measurement Scale of Customer Trust 55
3.3.4. Measurement Scale of Customer - Company Identification, Customer Satisfaction, and Customer Loyalty 56
3.4. Pilot Test 57
3.5. Data Analysis 58
3.5.1. Descriptive Statistics of Respondents 58
3.5.2. Common Method Variance (CMV) 58
3.5.3. Confirmatory Factor Analysis and Structural Equation Modelling 59
Chapter 4 Data Analysis and Results 61
4.1. Pilot Study and Survey Analysis 61
4.2. Descriptive Analysis 65
4.3. Common Method Variance (CMV) 67
4.4. Confirmatory Factor Analysis (CFA) 68
4.5. Structural Equation Modelling (SEM) 71
Chapter 5 Conclusions and Discussions 75
5.1. Conclusions 75
5.2. Discussions 76
5.2.1. Service Encounters and Customer Satisfaction 77
5.2.2. Service Encounters and Customer-Company Identification 79
5.2.3. Company Identity and Customer Satisfaction 81
5.2.4. Company Identity, Customer Trust, and Customer-Company Identification 83
5.2.5.Customer-Company Identification, Customer Satisfaction, and Customer Loyalty 84
5.3. Theoretical Contribution 85
5.4. Managerial Implication 87
5.5. Limitation and Recommendation for Future Research 88
References 91

List of Figure
Figure 1. Research Organization 10
Figure 2. Bhattacharya & Sen’s Research Model 34
Figure 3. Haumann, et al.’s Research Model 36
Figure 4. Theoretical Framework 50
Figure 5. Results of Structural Model 74

List of Table
Table 1. Definitions of Service Encounters 14
Table 2. Service Employee-to-Customer Interaction, Physical Environments, and Customer-to-Customer Interaction 20
Table 3. Company Identity 22
Table 4. Identity Similarity, Identity Distinctiveness, and Identity Prestige 26
Table 5. Customer Trust, Customer-Company Identification, and Customer Satisfaction 31
Table 6. Customer Loyalty 33
Table 7. Items Scale of Service Employee-to-Customer Interaction 53
Table 8. Items Scale of Physical Environments 53
Table 9. Items Scale of Customer-to-Customer Interaction 54
Table 10. Items Scale of Identity Similarity 55
Table 11. Items Scale of Identity Distinctiveness 55
Table 12. Items Scale of Identity Prestige 55
Table 13. Items Scale of Customer Trust 56
Table 14. Items Scale of Customer-Company Identification 57
Table 15. Items Scale of Customer Satisfaction 57
Table 16. Items Scale of Customer Loyalty 57
Table 17. Item Scales and Cronbach Alpha 63
Table 18. Measurement Descriptive 66
Table 19. Socio-demographics profile of Respondents 67
Table 20. Total Variance Explained 68
Table 21. The Results of CFA Model 69
Table 22. Correlation Matrix of Discriminant Validity 71
Table 23. The Results of Hypotheses Testing 73
Aaker, Kumar, V., & Day, G. S. (2008). Marketing Research. USA: John Wiley & Sons, Inc.
Aaker. (1997). Dimensions of brand personality. Journal of Marketing Research, 34(3), 347-356.
Ahearne, M., Bhattacharya, C. B., & Gruen, T. (2005). Antecedents and consequences of customer-company identification: Expanding the role of relationship marketing. Journal of Applied Psychology, 90(3), 574-585.
Ahn, J., & Rho, T. (2016). Influence of customer-firm relationships on customer participation in the service industry. Service Business, 10(1), 113-133.
Albert, S., & Whetten, D. A. (1985). Organizational identity. Research in Organizational Behavior, 7, 263-295.
Albert, S., Ashforth, B. E., & Dutton, J. E. (2000). Organizational identity and identification: Charting new waters and building new bridges. Academy of Management Review, 25(1), 13-17.
Alden, D. L., Steenkamp, J.-B. E. M., & Batra, R. (1999). Brand positioning through advertising in Asia, North America, and Europe: the role of global consumer culture. Journal of Marketing, 63(1), 75-87.
Alhelalat, J. A., Habiballah, M. m. A., & Twaissi, N. M. (2017). The impact of personal and functional aspects of restaurant employee service behavior on customer satisfaction. International. Journal of Hospitality Management, 66, 46-53.
Ali, F., Kim, W. G., & Ryu, K. (2016). The effect of physical environment on passenger delight and satisfaction: moderating effect of national identity. Tourism Management, 57(213-224).
Almeida-Santara, A., & Moreno-Gil, S. (2018). Understanding tourism loyalty: horizontal vs destination loyalty. Tourism Management, 65, 245-255.
Anderson, & Gerbing, D. W. (1988). Structural equation modeling in practice: a review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
Anderson, & Weitz, B. (1992). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research, 29(1), 18-34.
Arnold, E. J., & Price, L. L. (1993). Extraordinary experience and the extended service encounter. Journal of Consumer Research, 20(1), 24-45.
Arnold, E. J., & Thompson, C. J. (2005). Consumer culture theory (CCT): twenty years of research. Journal of Consumer Research, 31, 868-882.
Ashforth, B. E., & Mael, F. (1989). Social identity theory and the organization. Academy of Management Review, 14(1), 20-39.
Ashforth, B. E., Harrison, S. H., & Corley, K. G. (2008). Identification in organizations: An examination of four fundamental questions. Journal of Management, 34(3), 325-374.
Baek, T. H., Kim, J., & Yu, J. H. (2010). The differential roles of brand credibility and brand prestige in consumer brand choice. Psychology & Marketing, 27(7), 662-678.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Baker, J., & Cameron, M. (1996). The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Journal of the Academy of Marketing Science, 24(4), 338-349.
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.
Bakker, A. B., & Schaufeli, W. B. (2008). Positive organizational behavior: engaged employees in flourishing organizations. Journal of Organizational Behavior, 29(2), 147-154.
Barney, J. B., & Hansen, M. H. (1994). Trustworthiness as a source of competitive advantage. Strategic Management Journal, 15(S1), 175-190.
Bekk, M., Sporrle, M., & Kruse, J. (2016). The benefits of similarity between tourist and destination personality. Journal of Travel Research, 55(8), 1008-1021.
Belk, R. W. (1975). Situational variables and consumer behavior. Journal of Consumer Research, 2(3), 157-164.
Berens GC, van Riel BM, van Bruggen GH (2005). Corporate associations and consumer product responses: the moderating role of corporate brand dominance. Journal of Marketing, 69(3): 35–48.
Berger, J., & Health, C. (2007). Where consumers diverge from others: identity signaling and product domains. Journal of Consumer Research, 34(2), 121-134.
Bhattacharya, C.B., & Sen, S. (2003). Consumer-company identification: A framework for understanding consumers' relationships with companies. Journal of Marketing, 67, 76-88.
Bhattacharya, C.B., Rao, H., & Glynn, M. A. (1995). Understanding the bond of identification: an investigation of its correlates among art museum members. Journal of Marketing, 46-57.
Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69-82.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56, 57-71.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: the employee's viewpoint. Journal of Marketing, 58(4), 95-106.
Brack, A. D., & Benkenstein, M. (2012). The effects of overall similarity regarding the customer-to-customer-relationship in a service context. Journal of Retailing and Consumer Services, 19, 501-509.
Braddley, G. L., Sparks, B. A., Zapf, D., McColl-Kennedy, J. R., & Jimmieson, N. L. (2013). Task-relationship-self: a framework for understanding service encounter behaviors. Psychology & Marketing, 30(6), 512-528.
Brewer, M. B. (1991). The social self: on being the same and different at the same time PSPB, 17(5), 475-482.
Brown, T. J., & Dacin, P. A. (1997). The company and the product: corporate associations and consumer product responses. Journal of Marketing, 61(1), 68-84.
Bruhn, M., Schnebelen, S., & Schafer, D. (2014). Antecedents and consequences of the quality of e-cutomer-to-customer interactions in B2B brand communities. Industrial Marketing Management, 43, 164-176.
Burns, R. P., & Burns, R. (2008). Business research methods and statistics using SPSS: Sage.
Byrne, & Stewart, S. M. (2006). Teacher's corner: the MACS approach to testing for multigroup invariance of a second-order structure: a walk through the process. Structural Equation Modeling, 13(2), 287-321.
Carlson, B. D., Donavan, D. T., & Cumiskey, K. J. (2009). Consumer-brand relationships in sport: brand personality and identification. International. Journal of Retailing & Distribution Management, 37(4), 370-384.
Chandon, J.-L., Leo, P.-Y., & Philippe, J. (1997). Service encounter dimensions - a dyadic perspective: Measring the dimensions of service encounters as perceived by customers and personnel. International Journal of Service Industry Management, 8(1), 65-86.
Chang, Wang, Y.-H., & Yang, W.-Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: moderating effect of perceived value. Total Quality Management & Business Excellence, 20(4), 423-443.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Chen, C. M., Chen, S. H., & Lee, H. T. (2013). Interrelationships between physical environment quality, personal interaction quality, satisfaction and behavioral intentions in relation to customer loyalty: the case of kinmen's bed and breakfast industry. Asia Pacific Journal of Tourism Research, 18(3), 262-287.
Cheshin, A., Amit, A., & Van Kleef, G. A. (2018). The interpersonal effects of emotion intensity in customer service perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction. Organizational Behavior and Human Decision Processes, 144, 97-111.
Chun, R., & Davies, G. (2006). The influence of corporate character on customers and employees: Exploring similarities and differences. Journal of the Academy of Marketing Science, 34(2), 138-146.
Churchill, J., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
Clark, M., Peck, H., Payne, A., & Christopher, M. (1995). Relationship marketing for competitive advantage: Butterworth Heinemann, Oxford.
Coote, L. V., Forrest, E. J., & Tam, T. W. (2003). An investigation into commitment in non-Western industrial marketing relationships. Industrial Marketing Management, 32(7), 595-604.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54(3), 68-81.
Curras-Perez, R., Bigne-Alcaniz, E., & Alvarado-Herrera, A. (2009). The role of self-definitional principles in consumer identification with a socially responsible company. Journal of Business Ethics, 89, 547-564.
Czepiel, J. A. (1990). Service encounters and service relationships: implications for research. Journal of Business Research, 20(1), 13-21.
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework Journal of the Academy of Marketing Science, 22(2), 99-113.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Marketing, 61(2), 35-51.
Dubois, B., & Czellar, S. (2002). Prestige brands or favorite brands? an exploratory inquiry on consumer perceptions. European Marketing Academy, 1-9.
Eichhorn, B. R. (2014). Common method variance techniques. Cleveland State University, Department of Operations & Supply Chain Management. Cleveland, OH: SAS Institute Inc.
Ekpo, A. E., Riley, B. K., Thomas, K. D., Yvaire, Z., Gerri, G. R. H., & Munoz, I. I. (2015). As worlds collide: the role of marketing management in customer-to-customer interactions. Journal of Business Research, 68, 119-126.
El-Adly, M. I., & Eid, R. (2016). An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context. Journal of Retailing and Consumer Services, 31, 217-227.
Elbedweihy, A. M., Jayawardhena, C., Elsharnouby, M. H., & Elsharnouby, T. H. (2016). Customer relationship building: The role of brand attractiveness and consumer-brand identification. Journal of Business Research, 69, 2901-2910.
Escalas, J. E., & Bettman, J. R. (2003). You are what they eat: the influence of reference groups on consumers' connections to brands. Journal of Consumers Psychology, 13(3), 339-348.
Fisk, R. P., Brown, S. W., & Bitner, M. J. (1993). Tracking the evolution of the services marketing literature. Journal of Retailing, 69(1), 61-103.
Flint, D. J., Blocker, C. P., & Boutin, J. P. J. (2011). Customer value anticipation, customer satisfaction and loyalty: an empirical examination. Industrial Marketing Management, 40(2), 219-230.
Fombrun, C., & Shanley, M. (1990). What's in a name? reputation building and corporate strategy. The Academy of Management Journal, 33(2), 233-258.
Fornell, C. & Larcker, D. F. (1981) Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 39-50.
Gaur, S. S., Sharma, P., Herjanto, H., & Kingshott, R. P. J. (2017). Impact of frontline service employees' acculturation behaviors on customer satisfaction and commitment in intercultural service encounters. Journal of Service Theory and Practice, 27(6), 1105-1121.
Gierl, H., & Huettl, V. (2011). A closer look at similarity: the effects of perceived similarity and conjunctive brand extension evaluation. International Journal of Research in Marketing, 28, 120-133.
Gilbert, G. R., & Veloutsou, C. (2006). A cross-industry comparison of customer satisfaction. Journal of Service Marketing, 20(5), 298-308.
Gremler, D. D., & Gwinner, K. P. (2000). Customer-employee rapport in service relationships. Journal of Service Research, 3(1), 82-104.
Grissemann, U. S., & Stokburger-Sauer, N. E. (2012). Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance. Tourism Management, 33(6), 1483-1492.
Grove, S. J., & Fisk, R. P. (1997). The impact of other customer on service experiences: a critical incident examination of getting along. Journal of Retailing, 73(1), 63-85.
Grubb, E. L., & Grathwohl, H. L. (1967). Consumer self-concept, symbolism, and market behavior: a theoretical approach. Journal of Marketing, 31(4), 22-27.
Gruen, T. W., Osmonbekov, T., & Czaplewski, A. J. (2007). Customer-to-customer exchange: its MOA antecedents and its impact on value creation and loyalty. Journal of the Academy of Marketing Science, 35.
Hair, J. F. Black. WC, Babin., BJ, Anderson RE,(2010) Multivariate data analysis, a global perspective. New Jersey. Pearson. Ed, 7, 816.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5): Upper Saddle River, NJ. Prentice hall.
Han, & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82-92.
Han, & 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.
Han, Lee, J. J., & Hwang, J. (2016). A study of brand prestige in the casino industry: The moderating role of customer involvement. Tourism and Hospitality Research, 1-11. doi:10.1177/1467358415627302
Hanks, L., Line, N., & Yang, W. (2017). Status seeking and perceived similarity: A consideration of homophily in the social serviscape. International Journal of Hospitality Management, 60, 123-132.
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality, 14(1), 40-57.
Harris, K., Davies, B. J., & Baron, S. (1997). Conversations during purchase consideration: sales assistants and customers. International Review of Retailing, Distribution and Consumer Research, 7(3), 173-190.
Haslam, S. A., & Ellemers, N. (2005). Social identity in industrial and organizational psychology: Concepts, controversies and contributions. International Review of Industrial and Organizational Psychology, 20(1), 39-118.
Hau, L. N., Anh, P. N. T., & Thuy, P. N. (2017). The effects of interaction behaviors of service frontliners on customer participation in the value co-creation: a study of health care service. Service Business, 11(2), 253-277.
Haumann, T., Quaiser, B., Wieseke, J., & Rese, M. (2014). Footprints in the sands of time: A comparative analysis of the effectiveness of customer satisfaction and customer company identification over time. Journal of Marketing, 78, 78-102.
He, H., Harris, L. C., Wang, W., & Haider, K. (2016). Brand identity and online self-customisation usefulness perception. Journal of Marketing Management, 32(13-14), 1308-1332.
He, H., Li, Y., & Harris, L. (2012). Social identity perspective on brand loyalty. Journal of Business Research, 65(5), 648-657.
Hogg, M. A., & Terry, D. I. (2000). Social identity and self-categorization processes in organizational contexts. Academy of Management Review, 25(1), 121-140.
Horng, J. S., Chou, S. F., Liu, C. H., & Tsai, C. Y. (2013). Creativity aesthetics and eco-friendliness: a physical dining environment design synthetic assessment model of innovative restaurants. Tourism Management, 36, 15-25.
Hu, L. T & Bentler, P. M. (1998). Fit indices in covariance structure modeling: sensitivity to underparameterized model misspecification. Psychological Methods, 3(4), 424-453.
Huang, & Hsu, C. H. C. (2010). The impact of customer-to-customer interaction on cruise experience and vacation satisfaction. Journal of Travel Research, 49(1), 79-92.
Hunt, D. M., Geiger-Oneto, S., & Varca, P. E. (2012). Satisfaction in the context of customer co-production a behavioral involvement perspective. Journal of Consumer Behavior, 11(5), 347-356.
Hwang, & Hyun, S. S. (2012). The antecedents and consequences of brand prestige in favorite restaurants. Asia Pacific Journal of Tourism Research, 17(6), 656-683.
Hwang, & Mattila, A. S. (2017). Is it my luck or loyalty? the role of culture on customer preferences for loyalty rewards types. Journal of Travel Research. doi:https://doi.org/10.1177/0047287517718353
Hyun, S. S., & Park, S. H. (2016). The antecedents and consequences of travelers' need for uniqueness: an empirical study of restaurant experiences. Asia Pacific Journal of Tourism Research, 21(6), 596-623.
Jin, N. P., Line, N. D., & Markebu, J. (2016). The impact of brand prestige on trust, perceived risk, satisfaction, and loyalty in upscale restaurants. Journal of Hospitality & Marketing Management, 25(5), 523-546.
Jung, J. H., Yoo, J. J., & Arnold, T. J. (2017). Service climate as a moderator of the effects of customer-to-customer interactions on customer support and service quality. Journal of Service Research, 20(4), 426-440.
Kandampully, J., & Suhartono, D. (2003). The role of customer satisfaction and image in gaining customer loyalty in the hotel industry. Journal of Hospitality & Leisure Marketing, 10(1-2), 3-25.
Kang, J., Alejandro, T. B., & Groza, M. D. (2015). Customer-company identification and the effectiveness of loyalty programs. Journal of Business Research, 68, 464-471.
Karaosmanoglu, E., Bas, A. B. E., & Zhang, J. K. (2011). The role of other customer effect in corporate marketing its impact on corporate image and consumer-company identification. European Journal of Marketing, 45(9/10), 1416-1445.
Keh, H. T., & Xie, Y. (2009). Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment. Industrial Marketing Management, 38(7), 732-742.
Keng, C. J., Huang, T. L., Zheng, L. J., & Hsu, M. K. (2007). Modeling service encounters and customer experiential value in retailing: an empirical investigation of shopping mall customers in Taiwan. International Journal of Service Industry Management, 18(4), 349-367.
Kevoe-Feldman, H. (2018). The interaction work of suppressing complaints in customer service encounters. Journal of Pragmatics, 123, 102-112.
Kim, & Lee, M. (2012). Other customers in a service encounter: examining the effect in a restaurant setting. Journal of Service Marketing, 26(1), 27-40.
Kim, Voggt, C. A., & Knutson, B. J. (2015). Relationships among customer satisfaction, delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2), 170-197.
Kleine, R. E., Kleine, S. S., & Kernan, J. B. (1993). Mundane consumption and the self: a social identity perspective. Journal of Consumer Psychology, 2(3), 209-235.
Koistinen, K., & Jarvinen, R. (2016). Comparing perceived insecurity among customers and retail staff during service encounters. Journal of Retailing and Consumer Services, 31, 80-92.
Koklic, M. K., Kukar-Kinney, M., & Vegelj, S. (2017). An investigation of customer satisfaction with low-cost and full-service airline companies. Journal of Business Research, 80, 188-196.
Kong, M., & Jogaratnam, G. (2007). The influence of culture on perceptions of service employee behavior. Managing Service Quality, 17(3), 275-297.
Konu, H. (2015). Developing a forest-based wellbeing tourism product together with customer--an ethnographic approach. Tourism Management, 49, 1-16.
Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.
Kuenzel, S., & Halliday, V. (2008). Investigating antecedents and consequences of brand identification. Journal of Product & Brand Management, 17(5), 293-304.
Lariviere, B., Bowen, D., Andreassen, T. W., Kunz, W., Siriani, N. J., Voss, C., Keyser, A. D. (2017). Service encounter 2.0: an investigation into the roles of technology, employees, and customers. Journal of Business Research, 79, 238-246.
Lee, Chua, B.-L., & Han, H. (2017). Role of service encounter and physical environment performances, novelty, satisfaction, and affective commitment in generating cruise passenger loyalty. Asia Pacific Journal of Tourism Research, 22(2), 131-146.
Lee, Lee, C. K., & Choi, Y. (2011). Examining the role of emotional and functional values in festival evaluation. Journal of Travel Research, 50(6), 685-696.
Libai, B., Bolton, R., Marnix, S. B., & Ruyter, K. d. (2010). Customer-to-customer interactions: broadening the scope of word of mouth research. Journal of Service Research, 13(3), 267-282.
Lichtenstein, D. R., Netemeyer, R. G., & Maxham, J. G. (2010). The relationships among manager, employee, and customer-company identification: Implication for retail store financial performance. Journal of Retailing, 86(1), 85-93.
Lin, & Huang, Y. W. (2015). Using analytic network process to measure the determinants of low cost carriers purchase intentions: a comparison of potential and current customers. Journal of Air Transport Management, 49, 9-16.
Lin, & Liang, H.-Y. (2011). The influence of service environments on customer emotion and service outcomes. Managing Service Quality, 21(4), 350-372.
Lin, & Mattila, A. S. (2010). Restaurant servicescape, service encounter, and perceived congruency on customers' emotions and satisfaction. Journal of Hospitality Marketing & Management, 19(8), 819-841.
Lohtia, R., Bello, D. C., & Porter, C. E. (2009). Building trust in US–Japanese business relationships: Mediating role of cultural sensitivity. Industrial Marketing Management, 38(3), 239-252.
Loken, I, B. R., & Hinkle, R. L. (1986). Consumer confusion of origin and brand similarity perceptions. Journal of Public Policy & Marketing, 5, 195-211.
Loureiro, S. M. C. M. C., & Cunha, N. P. d. (2017). Wine prestige and experience in enhancing relationship quality and outcomes: wine tourism in Douro. International Journal of Wine Business Research. doi:https://doi.org/10.1108/IJWBR-04-2017-0033
Lovelock, C. H., & Wirtz, J. (2004). Service marketing: people, technology, strategy: Pearson Prentice Hall.
Lu, L., Chi, C. G., & Liu, Y. (2015). Authenticity, involvement, and image: evaluating tourist experiences at historic districts. Tourism Management, 50, 85-96.
Luo, X., & Homburg, C. (2007). Neglected outcomes of customer satisfaction. Journal of Marketing, 71(2), 133-149.
Mael, F., & Ashforth, B. E. (1992). A partial test of the reformulated model of organizational identification. Journal of Organizational Behavior, 13(2), 103-123.
Maria Stock, R., Jong, A. D., & Zacharias, N. A. (2017). Frontline employees' innovative service behavior as key to customer loyalty: insights into FLEs' resource gain spiral. Journal of Product Innovation Management, 34(2), 223-245.
Marin, L., & Maya, S. R. d. (2013). The role of affiliation, attractiveness and personal connection in consumer-company identification. European Journal of Marketing, 47(3/4), 655-673.
Martin, C. L., & Pranter, C. A. (1989). Compatibility management: customer-to-customer relationships in service environments. Journal of Service Marketing, 3(3), 5-15.
Martinez, P., & Bosque, I. R. d. (2013). CSR and customer loyalty: the roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89-99.
Matzler, K., Pichler, E., Füller, J., & Mooradian, T. A. (2011). Personality, person–brand fit, and brand community: An investigation of individuals, brands, and brand communities. Journal of Marketing Management, 27(9-10), 874-890.
Mavondo, F. T., & Rodrigo, E. M. (2001). The effect of relationship dimensions on interpersonal and interorganizational commitment in organizations conducting business between Australia and China. Journal of Business Research, 52(2), 111-121.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709-734.
McCarthy, E. J., & Perreault, J. (1987). Basic Marketing Irwin, Homewood, II.
McMulan, R., & Gilmore, A. (2008). Customer loyalty: an empirically study. European Journal of Marketing, 42(9/10), 1084-1094.
Meng, B., & Choi, K. (2017). Theme restaurants' servicescape in developing quality of life: the moderating effect of perceived authenticity. International Journal of Hospitality Management, 65(89-99).
Miao, L. (2014). Self-regulation and other consumers at service encounters: a sociometer perspective. International Journal of Hospitality Management, 39, 122-129.
Miles, P., Miles, G., & Cannon, A. (2012). Linking servicescape to customer satisfaction: exploring the role of competitive strategy. International Journal of Operations & Production Management, 32(7), 772-795.
Millan, C. L., Garzon, D., & Navarro, S. (2016). C2C interactions creating value in the route of Santiago. Journal of Business Research, 69(11), 5448-5455.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
Namkung, Y., & Jang, S. S. (2008). Are highly satisfied restaurant customers really different? a quality perception perspective. International Journal of Contemporary Hospitality Management, 20(2), 142-155.
Ndubisi, N. O. (2007). Relationship marketing and customer loyalty. Marketing Intelligence and Planning, 15(1), 98-106.
Nunnally, J.C., & Bernstein, I.H. (1994). Psychometric theory (3rd ed.). New York: McGraw-Hill.
Ohanian, R. (1990). Construction and validation of a scale to measure celebrity endorsers' perceived expertise, trustworthiness, and attractiveness. Journal of Advertising, 19(3), 39-52.
Oliver. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Oliver. (2010). The student's guide to research ethics UK: McGraw-Hill Education.
Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the Academy of Marketing Science, 30(3), 240-249.
Outlook on the food service industry in Indonesia (2018, October 11). Retrieved from https://www.indonesia-investments.com/business/business-columns/outlook-on-the-food-service-industry-in-indonesia/item9001
Palmatier, R. W., Dant, R. P., Grewal, D., & Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: a meta-analysis. Journal of Marketing, 70(4), 136-153.
Pan, Y., Sheng, S., & Xie, F. T. (2012). Antecedents of customer loyalty: an empirical synthesis and reexamination. Journal of Retailing and Consumer Services, 19(1), 150-158.
Paraskevas, A. (2001). Internal service encounters in hotels: an empirical study. International Journal of Contemporary Hospitality Management, 13(6), 285-292.
Paswan, A. K., Spears, N., & Ganesh, G. (2007). The effects of obtaining one's preferred service brand on consumer satisfaction and brand loyalty. Journal of Service Marketing, 21(2), 75-87.
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76, 97-105.
Podsakoff, P. M., MacKenzie, S. B., Podsakoff, N. P., & Lee, J. Y. (2003). The mismeasure of man (agement) and its implications for leadership research. The Leadership Quarterly, 14(6), 615-656.
Popp, B., & Woratschek, H. (2017). Consumers' relationships with brands and brand communities -- the multifaceted roles of identification and satisfaction. Journal of Retailing and Consumer Services, 35, 46-56.
Poulsson, Susanne, & Kale, S. H. (2004). The experience economy and commercial experiences. The Marketing Review, 4(3), 267-277.
Price, L. L., Arnould, E. J., & Deibler, S. L. (1995). Consumers' emotional responses to service encounters. International Journal of Service Industry Management, 6(3), 34-63.
Rempel, J. K., Holmes, J. G., & Zanna, M. P. (1985). Trust in close relationships. Journal of Personality and Social Psychology, 49(1), 95.
Roberts, P. W., & Dowling, G. R. (1997). The value of firm's corporate reputation: how reputation helps attain and sustain superior profitability. Corporate Reputation Review, 1(1), 72-76.
Rosenbaum, M. S., & Massiah, C. A. (2007). When customers receive support from other customer: Exploring the influence of inter-customer social support on customer voluntary performance. Journal of Service Research, 9(3), 257-270.
Rychalski, A., & Hudson, S. (2017). Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context. Journal of Business Research, 71, 84-91.
Ryu, K., & Han, H. (2010). 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 & Tourism Research, 34(3), 310-329.
Ryu, K., & Han, H. (2011). New or repeat customers: how does physical environment influence their restaurant experience? International Journal of Hospitality Management, 30, 599-611.
Ryu, K., & Jang, S. S. (2007). The effect of environmental perceptions on behavioral intentions through emotions: the case of upscale restaurants. Journal of Hospitality & Tourism Research, 31(1), 56-72.
Ryu, K., Lee, H.-R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200-223.
Schreiber, Nora, A., Stage , F. K., Barlow, E. A., & King, J. (2006). Reporting structural equation modeling and confirmatory factor analysis results: a review. The Journal of Educational Research, 99(6), 323-338.
Scott, S. G., & Lane, V. R. (2000). A stakeholder approach to organizational identity. The Academy of Management Review, 25(1), 43-62.
Shen, Y.-C., Bei, L.-t., & Chu, C.-H. (2011). Consumer evaluations of brand extension: the roles of case-based reminding on brand-to-brand similarity. Psychology and Marketing, 28(1), 91-113.
Shim, C., Kang, S., Kim, I., & Hyun, S. S. (2017). Favorite-cruise travelers' brand community perception and its consequences. Current Issues in Tourism, 20(14), 1489-1509.
Shostack, G. L. (1985). Planning the service encounter in the service encounter, John A. Czepiel, Michael R. Salomon, and Carol F. Surprenant, eds. Lexington, MA: Lexington Books.
Sichtmann, C. (2007). Buyer-Seller relationships and the economics of information. Journal of Business Market Management, 1(1), 59-78.
Simoes C, Dibb S, Fisk PR (2005). Managing corporate identity: an internal perspective. Journal Academy of Marketing Science, 33(2):153–68.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15-37.
Sirgy, M. J. (1982). Self-concept in consumer behavior: a critical review. Journal of Consumer Research, 9(3), 287-300.
So, K. K. F., King, C., Hudson, S., & Meng, F. (2017). The missing link in building customer brand identification: The role of brand attractiveness. Tourism Management, 59, 640-651.
So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2013). The influence of customer brand identification on hotel brand evaluation and loyalty development. International Journal of Hospitality Management, 34, 31-41.
So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64-78.
Soderlund, M. (2017). Employee display of burnout in the service encounter and its impact on customer satisfaction. Journal of Retailing and Consumer Services, 37, 168-176.
Solomon, Surprenant, Czepiel, & Gutman. (1985). A role theory perspective on dyadic interactions: the service encounters. Journal of Marketing, 49(1), 99-111.
Srivastava, M., & Kaul, D. (2014). Social interaction, conveinence and customer satisfaction: The mediating effect of customer experience. Journal of Retailing and Consumer Services, 21, 1028-1037.
Steenkamp, J.-B. E. M., Batra, R., & Alden, D. L. (2003). How perceived brand globalness creates brand value. Journal of International Business Studies, 34(1), 53-65.
Stock, R. M. (2015). Is boreout a threat to frontline employees innovative work behavior? Journal of Product Innovation Management, 32(4), 574-592.
Stokburger-Sauer, N., Ratneshwar, S., & Sen, S. (2012). Drivers of consumer-brand identification. International Journal of Research in Marketing, 29, 406-418.
Su, L., Swanson, S. R., Chinchanachokchai, S., Hsu, M. K., & Chen, X. (2016). Reputation and intentions: the role of satisfaction, identification, and commitment. Journal of Business Research, 69, 3261-3269.
Sukhu, A., Bilgihan, A., & Seo, S. (2017). Willingness to pay in negative restaurant service encounters. International Journal of Hospitality Management, 65, 11-19.
Surprenant, C. F., & Solomon, M. R. (1987). Predictability and personalization in the service encounter. Journal of Marketing, 51(2), 86-96.
Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16-35.
Tabachnick, B. G., Fidell, L. S., & Ullman, J. B. (2007). Using multivariate statistics (Vol. 5). Boston, MA: Pearson.
Tauber, E. M. (1972). Why do people shop? Journal of Marketing, 36(4), 46-49.
Tian, K. T., Bearden, W. O., & Hunter, G. L. (2001). Consumers' need for uniqueness: scale development and validation. Journal of Consumer Research, 28(1), 50-66.
Tomazelli, J., Broilo, P. L., Espartel, L. B., & Basso, K. (2017). The effects of store environment elements on customer-to-customer interactions involving older shoppers. Journal of Service Marketing, 31(4/5), 339-350.
Tsaur, S. H., Luoh, H. F., & Syue, S. S. (2015). Positive emotions and behavioral intentions of customers in full-service restaurants: does aesthetic labor matter? International Journal of Hospitality Management, 51, 115-126.
Tuli, K. R., Kohli, A. K., & Bharadwaj, S. G. (2007). Rethinking customer solutions: from product bundles to relational processes. Journal of Marketing, 7(3), 1-17.
Underwood, R., Bond, E., & Baer, R. (2001). Building service brands via social identity: Lessons from the sports marketplace. Journal of Marketing Theory and Practice, 9(1), 1-13.
Vigneron, F., & Johnson, L. W. (1999). A review and a conceptual framework of prestige-seeking consumer behavior. Academy of Marketing Science Review, 1.
Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017). Service encounters, experiences and the customer journey: defining the field and a call to expand our lens. Journal of Business Research, 79(269-280).
Wakefield, & Baker, J. (1998). Excitement at the mall: determinants and effects on shopping response. Journal of Retailing, 74(4), 515-539.
Wakefield, & Blodgett, J. G. (1994). The importance of servicescapes in leisure service settings. Journal of Service Marketing, 8(3), 66-76.
Wakefield, & Blodgett, J. G. (1996). The effect of the servicescape on customers' behavioral intentions in leisure service settings. The Journal of Service Marketing, 10(6), 45-61.
Wakefield, Jeffrey, G. B., & Hugh, J. S. (1996). Measurement and management of the sportscape. Journal of Sports Management, 10, 15-31.
Wall, E. A., & Berry, L. L. (2007). The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality. Cornell Hotel and Restaurant Administration Quarterly, 48(1), 59-69.
Walsh, G., Evanschitzky, H., & Wunderlich, M. (2008). Identification and analysis of moderator variables: investigating the customer satisfaction-loyalty link. European Journal of Marketing, 42(9/10), 977-1004.
Walsh, G., Mitchell, V. W., Jackson, P. R., & Beatty, S. E. (2009). Examining the antecedents and consequences of corporate reputation: A customer perspective. British Journal of Management, 20(2), 187-203.
Wei, W., Lu, Y. T., Miao, L., Cai, L. A., & Wang, C. Y. (2017). Customer-customer interactions (CCIs) at conferences: an identity approach. Tourism Management, 59, 154-170.
Whetten, D. A., & Godfrey, P. C. (1998). Identity in organizations: building theory through conversation: Sage.
Wolter, & Cronin, J. J. J. (2016). Re-conceptualizing cognitive and affective customer-company identification: the role of self-motives and different customer-based outcomes. Journal of the Academy of Marketing Science, 44(3), 397-413.
Wolter, & Cronin. (2017). Unique influences of cognitive and affective customer-company identification. Journal of Business Research, 78, 172-179.
Wolter, Bock, D., Smith, J. S., & Cronin, J. J. J. (2017). Creating ultimate customer loyalty through loyalty conviction and customer-company identification. Journal of Retailing, 93(4), 458-476.
Wu, C. H.-J. (2007). The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service -- The service encounter prospective. Tourism Management, 28, 1518-1528.
Wu, C. H.-J., & Liang, R.-D. (2009). Effect of experiental value on customer satisfaction with service encounters in favorite-hotel restaurants. International Journal of Hospitality Management, 28, 586-593.
Yang, A. J.-F., Chen, Y. J., & Huang, Y.-C. (2017). Enhancing customer loyalty in tourism services: the role of customer-company identification and customer participation. Asia Pacific Journal of Tourism Research. doi:http://dx.doi.org/10.1080/10941665.2017.1319398
Yasin, N. M., Noor, M. N., & Mohamad, O. (2007). Does image of country-of-origin matter to brand equity? Journal of Product & Brand Management, 16(1), 38-48.
Yi, Y., Gong, T., & Lee, H. (2013). The impact of other customers on customer citizenship behavior. Psychology & Marketing, 30(4), 341-356.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46.
Zeithaml, V. A., Bitner, M. J., & Dwayne, D. G. (2013). Service marketing: integrating customer focus across the firm: McGraw-Hill Irwin.
電子全文 電子全文(網際網路公開日期:20241031)
連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔