메뉴 건너뛰기




Volumn 15, Issue 6, 2008, Pages 509-515

Predictors of relationship quality for luxury restaurants

(2) 


Author keywords

Luxury restaurants; Measurement model; Relationship quality

Indexed keywords

COMPETITIVENESS; CONSUMPTION BEHAVIOR; INDUSTRIAL PERFORMANCE; INDUSTRIAL PRACTICE; SERVICE PROVISION; SERVICE SECTOR; STRATEGIC APPROACH;

EID: 48749091235     PISSN: 09696989     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretconser.2008.02.002     Document Type: Article
Times cited : (76)

References (52)
  • 1
    • 21844510537 scopus 로고
    • Reflections on relationship marketing in consumer markets
    • Bagozzi R.P. Reflections on relationship marketing in consumer markets. Journal of the Academy of Marketing Science 23 4 (1995) 272-277
    • (1995) Journal of the Academy of Marketing Science , vol.23 , Issue.4 , pp. 272-277
    • Bagozzi, R.P.1
  • 2
    • 0001786592 scopus 로고
    • Relationship marketing
    • Berry L.L., Shostack G.L., and Upah G.D. (Eds), American Marketing Association, Chicago
    • Berry L.L. Relationship marketing. In: Berry L.L., Shostack G.L., and Upah G.D. (Eds). Emerging Perspectives on Service Marketing (1983), American Marketing Association, Chicago 25-38
    • (1983) Emerging Perspectives on Service Marketing , pp. 25-38
    • Berry, L.L.1
  • 3
    • 48749110547 scopus 로고    scopus 로고
    • Using smart pricing to increase profits and maximize customer satisfaction
    • Bhattacharya A., and Friedman H.H. Using smart pricing to increase profits and maximize customer satisfaction. The National Public Accountant 46 6 (2001) 34-37
    • (2001) The National Public Accountant , vol.46 , Issue.6 , pp. 34-37
    • Bhattacharya, A.1    Friedman, H.H.2
  • 4
    • 27144512930 scopus 로고    scopus 로고
    • A customer relationship management roadmap: what is known, potential pitfalls, and where to go
    • Boulding W., Staelin R., Ehret M., and Johnston W.J. A customer relationship management roadmap: what is known, potential pitfalls, and where to go. Journal of Marketing 69 October (2005) 155-166
    • (2005) Journal of Marketing , vol.69 , Issue.October , pp. 155-166
    • Boulding, W.1    Staelin, R.2    Ehret, M.3    Johnston, W.J.4
  • 6
    • 84986105231 scopus 로고    scopus 로고
    • Consumer loyalty in the restaurant industry: a preliminary exploration of the issue
    • Clark M.A., and Wood R.C. Consumer loyalty in the restaurant industry: a preliminary exploration of the issue. British Food Journal 101 4 (1999) 317-326
    • (1999) British Food Journal , vol.101 , Issue.4 , pp. 317-326
    • Clark, M.A.1    Wood, R.C.2
  • 7
    • 84986135395 scopus 로고    scopus 로고
    • Building customer relationships: An inventory of service providers' objectives and practices
    • Claycomb C., and Martin C.L. Building customer relationships: An inventory of service providers' objectives and practices. The Journal of Services Marketing 16 7 (2002) 615-636
    • (2002) The Journal of Services Marketing , vol.16 , Issue.7 , pp. 615-636
    • Claycomb, C.1    Martin, C.L.2
  • 8
    • 0035637894 scopus 로고    scopus 로고
    • Investments in consumer relationships: a cross-country and cross-industry exploration
    • De Wulf K., Odekerken-Schroder G., and Iacobucci D. Investments in consumer relationships: a cross-country and cross-industry exploration. Journal of Marketing 65 October (2001) 33-50
    • (2001) Journal of Marketing , vol.65 , Issue.October , pp. 33-50
    • De Wulf, K.1    Odekerken-Schroder, G.2    Iacobucci, D.3
  • 9
    • 0030518346 scopus 로고    scopus 로고
    • The American customer satisfaction index: nature, purpose, and findings
    • Fornell C., Johnson M.D., Anderson E.W., Cha J., and Bryant B.E. The American customer satisfaction index: nature, purpose, and findings. Journal of Marketing 60 October (1996) 7-18
    • (1996) Journal of Marketing , vol.60 , Issue.October , pp. 7-18
    • Fornell, C.1    Johnson, M.D.2    Anderson, E.W.3    Cha, J.4    Bryant, B.E.5
  • 10
    • 33845610555 scopus 로고    scopus 로고
    • The relationship between restaurant service quality and consumer loyalty among the elderly
    • Fu Y.Y., and Parks S.C. The relationship between restaurant service quality and consumer loyalty among the elderly. Journal of Hospitality & Tourism Research 25 3 (2001) 320-336
    • (2001) Journal of Hospitality & Tourism Research , vol.25 , Issue.3 , pp. 320-336
    • Fu, Y.Y.1    Parks, S.C.2
  • 11
    • 0033423162 scopus 로고    scopus 로고
    • The different roles of satisfaction, trust, and commitment in customer relationships
    • Garbarino E., and Johnson M.S. The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing Research 63 2 (1999) 70-87
    • (1999) Journal of Marketing Research , vol.63 , Issue.2 , pp. 70-87
    • Garbarino, E.1    Johnson, M.S.2
  • 12
    • 34248157075 scopus 로고    scopus 로고
    • Putting the customer back into customer relationship management
    • Greenleaf E., and Winer R.S. Putting the customer back into customer relationship management. Advances in Consumer Research 29 (2002) 357-360
    • (2002) Advances in Consumer Research , vol.29 , pp. 357-360
    • Greenleaf, E.1    Winer, R.S.2
  • 13
    • 84950440078 scopus 로고
    • Quo vadis, marketing? Toward a relationship marketing paradigm
    • Grönroos C. Quo vadis, marketing? Toward a relationship marketing paradigm. Journal of Marketing Management 10 (1994) 347-360
    • (1994) Journal of Marketing Management , vol.10 , pp. 347-360
    • Grönroos, C.1
  • 16
    • 84986019352 scopus 로고    scopus 로고
    • Relationship marketing as a paradigm shift: some conclusions from the 30R approach
    • Gummesson E. Relationship marketing as a paradigm shift: some conclusions from the 30R approach. Management Decision 35 4 (1997) 267-272
    • (1997) Management Decision , vol.35 , Issue.4 , pp. 267-272
    • Gummesson, E.1
  • 17
    • 27144485832 scopus 로고    scopus 로고
    • The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention
    • Gustafsson A., Johnson M.D., and Roos I. The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing 69 October (2005) 210-218
    • (2005) Journal of Marketing , vol.69 , Issue.October , pp. 210-218
    • Gustafsson, A.1    Johnson, M.D.2    Roos, I.3
  • 19
    • 84992769402 scopus 로고    scopus 로고
    • Understanding relationship marketing outcomes: an integration of relational benefits and relationship quality
    • Hennig-Thurau T., Gwinner K.P., and Gremler D.D. Understanding relationship marketing outcomes: an integration of relational benefits and relationship quality. Journal of Service Research 4 3 (2002) 230-247
    • (2002) Journal of Service Research , vol.4 , Issue.3 , pp. 230-247
    • Hennig-Thurau, T.1    Gwinner, K.P.2    Gremler, D.D.3
  • 20
    • 27144482455 scopus 로고    scopus 로고
    • The role of relational information processes and technology use in customer relationship management
    • Jayachandran S., Sharma S., Kaufman P., and Raman P. The role of relational information processes and technology use in customer relationship management. Journal of Marketing 69 October (2005) 177-192
    • (2005) Journal of Marketing , vol.69 , Issue.October , pp. 177-192
    • Jayachandran, S.1    Sharma, S.2    Kaufman, P.3    Raman, P.4
  • 21
    • 18144423047 scopus 로고    scopus 로고
    • CRM failure and the seven deadly sins
    • Kale S. CRM failure and the seven deadly sins. Marketing Management September/October (2004) 42-46
    • (2004) Marketing Management , Issue.September-October , pp. 42-46
    • Kale, S.1
  • 22
    • 48749126112 scopus 로고    scopus 로고
    • Kenny, D.A., 2003. Measuring model fit. SEM http://davidakenny.net/cm/fit.htm (October 26).
    • Kenny, D.A., 2003. Measuring model fit. SEM http://davidakenny.net/cm/fit.htm (October 26).
  • 23
    • 0036888151 scopus 로고    scopus 로고
    • Antecedents and consequences of relationship quality in hotel industry
    • Kim W.G., and Cha Y. Antecedents and consequences of relationship quality in hotel industry. International Journal of Hospitality Management 21 4 (2002) 321-338
    • (2002) International Journal of Hospitality Management , vol.21 , Issue.4 , pp. 321-338
    • Kim, W.G.1    Cha, Y.2
  • 24
    • 0011126032 scopus 로고    scopus 로고
    • Effects of relationship marketing on repeat purchase and word-of-mouth
    • Kim W.G., Han J.S., and Euehum L. Effects of relationship marketing on repeat purchase and word-of-mouth. Journal of Hospitality & Tourism Research 25 3 (2001) 272-288
    • (2001) Journal of Hospitality & Tourism Research , vol.25 , Issue.3 , pp. 272-288
    • Kim, W.G.1    Han, J.S.2    Euehum, L.3
  • 25
    • 48749089095 scopus 로고    scopus 로고
    • Predictors of relationship quality and relationship outcomes in luxury restaurants
    • Kim W.G., Lee Y., and Yoo Y. Predictors of relationship quality and relationship outcomes in luxury restaurants. Journal of Hospitality & Tourism Research 30 2 (2006) 143-169
    • (2006) Journal of Hospitality & Tourism Research , vol.30 , Issue.2 , pp. 143-169
    • Kim, W.G.1    Lee, Y.2    Yoo, Y.3
  • 26
    • 0036001755 scopus 로고    scopus 로고
    • Dynamic customer relationship management: incorporating future considerations into the service retention decision
    • Lemon K.N., White T.B., and Winer R.S. Dynamic customer relationship management: incorporating future considerations into the service retention decision. Journal of Marketing 66 January (2002) 1-14
    • (2002) Journal of Marketing , vol.66 , Issue.January , pp. 1-14
    • Lemon, K.N.1    White, T.B.2    Winer, R.S.3
  • 27
    • 27144480755 scopus 로고    scopus 로고
    • Incorporating strategic consumer behavior into customer valuation
    • Lewis M. Incorporating strategic consumer behavior into customer valuation. Journal of Marketing 69 October (2005) 230-238
    • (2005) Journal of Marketing , vol.69 , Issue.October , pp. 230-238
    • Lewis, M.1
  • 30
    • 27144489130 scopus 로고    scopus 로고
    • Why do customer relationship applications affect customer satisfaction
    • Mithas S., Krishnan M.S., and Fornell C. Why do customer relationship applications affect customer satisfaction. Journal of Marketing 69 October (2005) 201-209
    • (2005) Journal of Marketing , vol.69 , Issue.October , pp. 201-209
    • Mithas, S.1    Krishnan, M.S.2    Fornell, C.3
  • 31
    • 21344475322 scopus 로고
    • The commitment-trust theory of relationship marketing
    • Morgan R.M., and Hunt S.D. The commitment-trust theory of relationship marketing. Journal of Marketing 58 July (1994) 20-38
    • (1994) Journal of Marketing , vol.58 , Issue.July , pp. 20-38
    • Morgan, R.M.1    Hunt, S.D.2
  • 32
    • 70349797790 scopus 로고    scopus 로고
    • The effect of brand class, brand awareness, and price on customer value and behavioral intentions
    • Oh H. The effect of brand class, brand awareness, and price on customer value and behavioral intentions. Journal of Hospitality & Tourism Research 24 2 (2000) 136-162
    • (2000) Journal of Hospitality & Tourism Research , vol.24 , Issue.2 , pp. 136-162
    • Oh, H.1
  • 33
    • 10144245056 scopus 로고    scopus 로고
    • Transaction evaluations and relationship intentions
    • Oh H. Transaction evaluations and relationship intentions. Journal of Hospitality & Tourism Research 26 3 (2002) 278-305
    • (2002) Journal of Hospitality & Tourism Research , vol.26 , Issue.3 , pp. 278-305
    • Oh, H.1
  • 34
    • 33750824287 scopus 로고    scopus 로고
    • Factors influencing the effectiveness of relationship marketing: a meta-analysis
    • Palmatier R.W., Dant R.P., Grewal D., and Evans K.R. Factors influencing the effectiveness of relationship marketing: a meta-analysis. Journal of Marketing 70 October (2006) 136-153
    • (2006) Journal of Marketing , vol.70 , Issue.October , pp. 136-153
    • Palmatier, R.W.1    Dant, R.P.2    Grewal, D.3    Evans, K.R.4
  • 35
    • 0742267298 scopus 로고    scopus 로고
    • What determines buyer-seller relationship quality? An investigation from the buyer's perspective
    • Parsons A.L. What determines buyer-seller relationship quality? An investigation from the buyer's perspective. Journal of Supply Chain Management 38 2 (2002) 4-12
    • (2002) Journal of Supply Chain Management , vol.38 , Issue.2 , pp. 4-12
    • Parsons, A.L.1
  • 36
    • 27144554229 scopus 로고    scopus 로고
    • A strategic framework for customer relationship management
    • Payne A., and Frow P. A strategic framework for customer relationship management. Journal of Marketing 69 October (2005) 167-176
    • (2005) Journal of Marketing , vol.69 , Issue.October , pp. 167-176
    • Payne, A.1    Frow, P.2
  • 38
    • 0037289386 scopus 로고    scopus 로고
    • Best student paper: some moderating effects on the service quality-customer retention link
    • Ranaweera C., and Neely A. Best student paper: some moderating effects on the service quality-customer retention link. International Journal of Operations and Production Management 23 2 (2003) 230-248
    • (2003) International Journal of Operations and Production Management , vol.23 , Issue.2 , pp. 230-248
    • Ranaweera, C.1    Neely, A.2
  • 39
    • 0033092548 scopus 로고    scopus 로고
    • Customer benefits and company consequences of customer-salesperson relationships in retailing
    • Reynolds K.E., and Beatty S.E. Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of Retailing 75 1 (1999) 11-32
    • (1999) Journal of Retailing , vol.75 , Issue.1 , pp. 11-32
    • Reynolds, K.E.1    Beatty, S.E.2
  • 40
    • 48749121408 scopus 로고    scopus 로고
    • Winning customer loyalty is the key to a winning CRM strategy
    • Rigby D.K., Reichheld F., and Dawson C. Winning customer loyalty is the key to a winning CRM strategy. Ivey Business Journal March/April (2003) 1-5
    • (2003) Ivey Business Journal , Issue.March-April , pp. 1-5
    • Rigby, D.K.1    Reichheld, F.2    Dawson, C.3
  • 41
    • 27144558680 scopus 로고    scopus 로고
    • Customer strategy: observations from the trenches
    • Rogers M. Customer strategy: observations from the trenches. Journal of Marketing 69 October (2005) 262-263
    • (2005) Journal of Marketing , vol.69 , Issue.October , pp. 262-263
    • Rogers, M.1
  • 42
    • 33750810002 scopus 로고    scopus 로고
    • Forming service relationships with hotel business travelers: the critical attributes to improve retention
    • Scanlan L., and McPhail J. Forming service relationships with hotel business travelers: the critical attributes to improve retention. Journal of Hospitality & Tourism Research 24 4 (2000) 491-513
    • (2000) Journal of Hospitality & Tourism Research , vol.24 , Issue.4 , pp. 491-513
    • Scanlan, L.1    McPhail, J.2
  • 43
    • 84992955237 scopus 로고    scopus 로고
    • Antecedents and consequences of trust and satisfaction in buyer-seller relationships
    • Selnes F. Antecedents and consequences of trust and satisfaction in buyer-seller relationships. European Journal of Marketing 32 3/4 (1998) 305-322
    • (1998) European Journal of Marketing , vol.32 , Issue.3-4 , pp. 305-322
    • Selnes, F.1
  • 44
    • 0002380770 scopus 로고
    • Exploiting niches using relationship marketing
    • Shani D., and Chalasani S. Exploiting niches using relationship marketing. Journal of Services Marketing 6 Fall (1992) 43-52
    • (1992) Journal of Services Marketing , vol.6 , Issue.Fall , pp. 43-52
    • Shani, D.1    Chalasani, S.2
  • 45
    • 3242753566 scopus 로고
    • Relationship marketing in consumer markets: antecedents and consequences
    • Sheth J.N., and Parvatiyar A. Relationship marketing in consumer markets: antecedents and consequences. Journal of the Academy of Marketing Science 23 4 (1995) 255-271
    • (1995) Journal of the Academy of Marketing Science , vol.23 , Issue.4 , pp. 255-271
    • Sheth, J.N.1    Parvatiyar, A.2
  • 47
    • 27144512928 scopus 로고    scopus 로고
    • Strategic firm commitments and rewards for customer relationship management in online retailing
    • Srinivasan R., and Moorman C. Strategic firm commitments and rewards for customer relationship management in online retailing. Journal of Marketing 69 October (2005) 193-200
    • (2005) Journal of Marketing , vol.69 , Issue.October , pp. 193-200
    • Srinivasan, R.1    Moorman, C.2
  • 48
    • 10144259115 scopus 로고    scopus 로고
    • The role of emotional commitment in relationship marketing: an empirical investigation of a loyalty model for casinos
    • Sui J.J., and Baloglu S. The role of emotional commitment in relationship marketing: an empirical investigation of a loyalty model for casinos. Journal of Hospitality & Tourism Research 27 4 (2003) 470-489
    • (2003) Journal of Hospitality & Tourism Research , vol.27 , Issue.4 , pp. 470-489
    • Sui, J.J.1    Baloglu, S.2
  • 49
    • 0242381929 scopus 로고    scopus 로고
    • Understanding the effect of customer relationship management efforts on customer retention and customer share development
    • Verhoef P.C. Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of Marketing 67 October (2003) 30-45
    • (2003) Journal of Marketing , vol.67 , Issue.October , pp. 30-45
    • Verhoef, P.C.1
  • 50
    • 0041385347 scopus 로고
    • The changing role of marketing in the corporation
    • Webster Jr. F.E. The changing role of marketing in the corporation. Journal of Marketing 56 October (1992) 1-17
    • (1992) Journal of Marketing , vol.56 , Issue.October , pp. 1-17
    • Webster Jr., F.E.1
  • 51
    • 0035646217 scopus 로고    scopus 로고
    • A framework for customer relationship management
    • Winer R. A framework for customer relationship management. California Management Review 43 4 (2001) 89-105
    • (2001) California Management Review , vol.43 , Issue.4 , pp. 89-105
    • Winer, R.1
  • 52
    • 84986104499 scopus 로고    scopus 로고
    • An examination of the relationship between trust, commitment and relationship quality
    • Wong A., and Sohal A. An examination of the relationship between trust, commitment and relationship quality. International Journal of Retail & Distribution Management 30 1 (2002) 34-50
    • (2002) International Journal of Retail & Distribution Management , vol.30 , Issue.1 , pp. 34-50
    • Wong, A.1    Sohal, A.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.