A cross-cultural analysis of perceived value and customer loyalty in restaurants.
| Title: | A cross-cultural analysis of perceived value and customer loyalty in restaurants. |
|---|---|
| Authors: | Croitoru, Gabriel1 gabriel.croitoru@valahia.ro, Capatina, Alexandru2, Florea, Nicoleta Valentina1, Codignola, Federica3, Sokolic, Danijela4 |
| Source: | European Research on Management & Business Economics. Sep-Dec2024, Vol. 30 Issue 3, p1-16. 16p. |
| Subject Terms: | *Customer satisfaction, *Customer loyalty, *Restaurants, Cross-cultural studies, Social values |
| Abstract: | This paper explores the relationships between the social, emotional, functional, epistemic and conditional value perceived by customers and the key customer outcomes of satisfaction, retention and loyalty in the restaurant industry. Partial least squares structural equation modelling (PLS-SEM) is applied to a cross-sectional sample of 365 restaurant clients from Romania, Italy and Croatia. The analysis reveals significant cross-cultural variations in how these five kinds of value affect customer satisfaction. The findings reveal that emotional value is the most significant determinant of customer satisfaction in all three cultural contexts. This finding underscores its universal importance in improving customer experiences. In contrast, functional value and conditional value have context-dependent effects, with greater relevance in certain countries. In particular, social value negatively influences satisfaction in Italy, suggesting that social aspects may not be aligned with consumer expectations across cultures. These findings provide actionable insights for restaurant managers. They highlight the importance of boosting emotional engagement and tailoring service strategies to culturally specific customer preferences. Doing so can ultimately lead to greater customer satisfaction, retention and loyalty. [ABSTRACT FROM AUTHOR] |
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| Database: | Business Source Complete |
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| Items | – Name: Title Label: Title Group: Ti Data: A cross-cultural analysis of perceived value and customer loyalty in restaurants. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Croitoru%2C+Gabriel%22">Croitoru, Gabriel</searchLink><relatesTo>1</relatesTo><i> gabriel.croitoru@valahia.ro</i><br /><searchLink fieldCode="AR" term="%22Capatina%2C+Alexandru%22">Capatina, Alexandru</searchLink><relatesTo>2</relatesTo><br /><searchLink fieldCode="AR" term="%22Florea%2C+Nicoleta+Valentina%22">Florea, Nicoleta Valentina</searchLink><relatesTo>1</relatesTo><br /><searchLink fieldCode="AR" term="%22Codignola%2C+Federica%22">Codignola, Federica</searchLink><relatesTo>3</relatesTo><br /><searchLink fieldCode="AR" term="%22Sokolic%2C+Danijela%22">Sokolic, Danijela</searchLink><relatesTo>4</relatesTo> – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22European+Research+on+Management+%26+Business+Economics%22">European Research on Management & Business Economics</searchLink>. Sep-Dec2024, Vol. 30 Issue 3, p1-16. 16p. – Name: Subject Label: Subject Terms Group: Su Data: *<searchLink fieldCode="DE" term="%22Customer+satisfaction%22">Customer satisfaction</searchLink><br />*<searchLink fieldCode="DE" term="%22Customer+loyalty%22">Customer loyalty</searchLink><br />*<searchLink fieldCode="DE" term="%22Restaurants%22">Restaurants</searchLink><br /><searchLink fieldCode="DE" term="%22Cross-cultural+studies%22">Cross-cultural studies</searchLink><br /><searchLink fieldCode="DE" term="%22Social+values%22">Social values</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: This paper explores the relationships between the social, emotional, functional, epistemic and conditional value perceived by customers and the key customer outcomes of satisfaction, retention and loyalty in the restaurant industry. Partial least squares structural equation modelling (PLS-SEM) is applied to a cross-sectional sample of 365 restaurant clients from Romania, Italy and Croatia. The analysis reveals significant cross-cultural variations in how these five kinds of value affect customer satisfaction. The findings reveal that emotional value is the most significant determinant of customer satisfaction in all three cultural contexts. This finding underscores its universal importance in improving customer experiences. In contrast, functional value and conditional value have context-dependent effects, with greater relevance in certain countries. In particular, social value negatively influences satisfaction in Italy, suggesting that social aspects may not be aligned with consumer expectations across cultures. These findings provide actionable insights for restaurant managers. They highlight the importance of boosting emotional engagement and tailoring service strategies to culturally specific customer preferences. Doing so can ultimately lead to greater customer satisfaction, retention and loyalty. [ABSTRACT FROM AUTHOR] – Name: AbstractSuppliedCopyright Label: Group: Ab Data: <i>Copyright of European Research on Management & Business Economics is the property of Asociacion Europea de Direccion y Economia de la Empresa (AEDEM) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.) |
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| RecordInfo | BibRecord: BibEntity: Identifiers: – Type: doi Value: 10.1016/j.iedeen.2024.100265 Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 16 StartPage: 1 Subjects: – SubjectFull: Customer satisfaction Type: general – SubjectFull: Customer loyalty Type: general – SubjectFull: Restaurants Type: general – SubjectFull: Cross-cultural studies Type: general – SubjectFull: Social values Type: general Titles: – TitleFull: A cross-cultural analysis of perceived value and customer loyalty in restaurants. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Croitoru, Gabriel – PersonEntity: Name: NameFull: Capatina, Alexandru – PersonEntity: Name: NameFull: Florea, Nicoleta Valentina – PersonEntity: Name: NameFull: Codignola, Federica – PersonEntity: Name: NameFull: Sokolic, Danijela IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 09 Text: Sep-Dec2024 Type: published Y: 2024 Identifiers: – Type: issn-print Value: 24448834 Numbering: – Type: volume Value: 30 – Type: issue Value: 3 Titles: – TitleFull: European Research on Management & Business Economics Type: main |
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