Naehyun (Paul) Jin

The Moderating Role of Water Park Service Quality, Environment, Image, and Food Quality on Perceived Value and Customer Loyalty: A South Korean Case Study

This study empirically examined not only the relationship between perceived value and customer loyalty, but also the moderating role of service quality, environment, image, and food quality at a water park, a segment of the tourism industry. In particular, the current study, using hierarchical regression analyses, examined the direct effects of perceived value on customer loyalties—loyalty and behavioral loyalty—as well as the moderating effect of four elements. As anticipated, this study showed that perceived value has significant and positive effect on both types of loyalty. In addition, the result of the interaction effects showed that service quality and food quality acted as moderators on the relationship between perceived value and attitudinal loyalty; however, water park image acted as a moderator on the relationship between perceived value and behavioral loyalty only. Finally, these results indicated that three elements—service quality, water park image, and food quality—have significant interaction on the relationship between perceived value and attitudinal/behavioral loyalty. These findings may provide water park operators with useful and detailed guidelines for satisfying customer loyalty levels, both attitudinally and behaviorally. More detailed findings and implications are also discussed.

Predictors and Outcomes of Perceived Image of Restaurant Innovativeness in Fine-Dining Restaurants

This study proposed and empirically tested a model of the relationships among five predictors of restaurant innovativeness (e.g., perceived innovativeness of food quality, perceived innovativeness of environment quality, perceived innovativeness of service quality, price fairness, and satisfaction with existing service), perceived image of restaurant innovativeness, and three outcome variables (e.g., brand credibility, brand preference, and customer loyalty) within the context of fine-dining restaurant patronage. Specifically, the study focused on the role that perceived image of restaurant innovativeness plays in explaining the link between five predictors and three outcome variables. Hypotheses implied by the model were tested on a sample of 375 patrons of U.S. fine-dining restaurants. Findings revealed that perceived innovativeness of food quality, perceived innovativeness of environment quality, and price fairness are significant predictors of perceived image of restaurant innovativeness. The analysis also showed that perceived image of restaurant innovativeness influences both brand credibility and brand preference, while brand credibility had effect on both brand preference and customer loyalty.

Examining the Impact of Consumer Innovativeness and Innovative Restaurant Image in Upscale Restaurants

Long-term customer retention in the upscale restaurant industry requires successful management of postconsumption service evaluations. The purpose of this research is to identify drivers of price fairness and postconsumption behavioral intentions within the context of upscale/fine dining restaurant patronage. Specifically, this study identifies the dual roles of consumer innovation and restaurant image as drivers of price fairness and behavioral intentions. Based on a review of the literature, a construct nomology was proposed. The model was then tested using data collected from a sample of upscale restaurant patrons residing in the United States. Results of a structural equation analysis suggest, for innovative consumers, the perception that a restaurant is likewise innovative results in increased perceptions of price fairness and positive postconsumption behavioral intention. Innovative customers, grateful to the restaurant for having their needs for novelty satisfied, were more likely to perceive prices as fair and were more likely to report positive behavioral intentions. The academic and managerial implications of these findings are considered.

Influence of Mechanic, Functional, and Humanic Clues on Customers’ Experiential Values and Behavioral Intentions in Full-Service Restaurants

“Quality dining experience” is an important benefit for restaurants, but the concept of experiential value has been overlooked in restaurant service-quality studies. This study examines the effects of mechanical, functional, and human clues on customer experience and behavioral intention for full-service restaurants. Statistical analysis demonstrates that mechanical clues significantly influence functional and human clues, and that these clues are significant determinants of customers’ experiential value. Analysis also shows that functional clues and experiential value significantly influence customers’ behavioral intention. Therefore, managers of full-service restaurants should consider the role of functional and human clues when planning for their restaurant’s dining experience.

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

The unique characteristics and values associated with different generational cohorts are often identified as important components of the consumption decision. The present research analyzes generation-specific perceptions of the full-service dining experience in terms of atmospherics, food quality, service quality, price fairness, and brand image. In addition to identifying significant differences among generations in terms of experience ratings, logistic regression was used to identify the differential impacts of each of the five dining experience factors in determining customer loyalty. By identifying the moderating role of generational affiliation in the development of customer loyalty, a new set of considerations for both scholars and practitioners interested in full-service restaurant consumption behavior were provided.

Relationships among Knowledge of Healthy Food, Health Concern, and Behavioral Intention: Evidence from the United States and South Korea

This study explores the correlations among knowledge of healthy food, heath concern, and behavioral intention among college students. This study also examines the perception of these factors by students in the United States and South Korea. This study employed a distribution of 630 questionnaires, of which 550 (203 from the United States and 347 from South Korea) represent the dataset for analysis. The findings show that knowledge of healthy food had a significant effect on behavioral intention and positively affected health concern among college students in the United States and South Korea. In addition, health concern has a significant impact on college students’ behavioral intention. Results also showed that the links among the three constructs were consistently important to the participating college students. Additionally, the moderating effect of culture differences on knowledge of healthy food and behavioral intention were observed.

Examining the Impact of Restaurant Innovativeness on Relationship Quality in Luxury Restaurants

ABSTRACT Despite the importance of innovation as a determinant for the success of restaurant businesses, little research has been conducted on the postconsumption evaluations of the image of restaurant innovativeness as perceived by the customer. In order to fill this important gap in the literature, the purpose of this study is to examine the perception of restaurant innovativeness and the effect of this construct on relationship quality. Based on a review of the literature, a conceptual model was developed hypothesizing the effects of the overall image of restaurant innovation on three determinant attributes of relationship quality: trust, commitment, and satisfaction. The model was then tested using data collected from 398 luxury restaurant patrons. The results of data indicate that the overall image of restaurant innovativeness is positively related to relationship quality in the luxury restaurant setting. The theoretical and practical implications of these results are considered.

The effects of image and price fairness: A consideration of delight and loyalty in the waterpark industry

Purpose Despite recent calls in the hospitality and tourism literature for increased research attention in the attractions industry, very little research exists in this important part of the hospitality marketplace. The purpose of this paper is to address the dearth of research in this domain by proposing and empirically testing a model of the relationships among image, price fairness and loyalty in the waterpark segment of the attractions industry. Design/methodology/approach Data were collected from 346 waterpark patrons in South Korea. Structural equation modeling was used to test the hypotheses. Findings The results provide empirical support for the proposed relationship between waterpark image and customer loyalty. Additionally, a set of indirect relationships between these two constructs was identified. Specifically, the intervening effects of delight, service quality and price fairness were established. Research limitations/implications While the overall premise of the work was supported, the results provide evidence that price fairness is evaluated and considered differently in an amusement park context than in other consumption domains. This research suggests that future efforts are necessary to fully understand the complexities of behavior in the attractions industry. Practical implications The findings suggest that successful image management results in a variety of positive outcomes including quality/price perceptions and customer loyalty. To stay competitive, however, waterparks must engage in an ongoing process of image development and maintenance with a particular emphasis on managing expectations. Originality/value The research suggests that while the traditionally acknowledged effects of image on consumer behavior have applicability within the attractions industry, some of the existing nomological relationships established in other operational domains may not be generalizable. As such, our research can be seen as a step toward the development of a unique theory of behavior in the attractions industry.

Moderating Role of Relationship Quality on the Link between Restaurant Experiences and Customer Loyalty for the Market of Mature Customers

This study examines whether or not the relationship quality moderates effects of restaurant experiences on customer loyalty, specifically for the segment of full-service restaurants and mature customers. Using a series of (moderated hierarchical) regression analyses, the hypotheses of this study were tested based on respondents from 208 general U.S. full-service restaurant mature customers. The findings support a moderating role of relationship quality on effects of several items: atmospherics, service quality, food quality, price fairness, and brand image that represent experiences at restaurants. The study discusses implications for academic researchers and managers of restaurants.

Understanding the Role of Gratitude in Building Quality Relationships

ABSTRACT Developing and maintaining high-quality relationships with customers is an essential part of the marketing function for many luxury restaurants. Accordingly, researchers have identified a number of drivers of relationship quality in the domain of restaurant patronage. However, while there has been much research concerning the antecedents of relationship quality, a central question remains: What is it about relationship marketing that leads to better quality relationships? The purpose of this research is to answer this question by investigating the role of gratitude in the development of high-quality relationships in the luxury restaurant marketplace. To these ends, a conceptual framework of these relationships is proposed and empirically tested using a sample of restaurant consumers in the USA. The results indicate that gratitude plays an important role in relationship marketing in the luxury restaurant industry.