scholarly journals Effects of Brand Personality-self Image Congruence on Customer Satisfaction in Quick Service Restaurants: Moderating Effects of Band Identification

2011 ◽  
Vol 27 (1) ◽  
pp. 33-42
Author(s):  
Hyo-Sun Jung ◽  
Hye-Hyun Yoon
Keyword(s):  
Customer Satisfaction ◽  
Brand Personality ◽  
Moderating Effects ◽  
Self Image ◽  
Image Congruence ◽  
Quick Service

scholarly journals How Self-Image Congruence Impacts Customer Satisfaction in Hotels

2006 ◽  
Vol 11 (5) ◽  
pp. 311-318 ◽  
Author(s):  
Hugh Wilkins ◽  
Bill Merrilees ◽  
Carmel Herington
Keyword(s):  
Customer Satisfaction ◽  
Self Image ◽  
Image Congruence

Effects of Congruence of Product, Visual Image, and Consumer Self-Image on Art Infusion Advertising

2015 ◽  
Vol 43 (10) ◽  
pp. 1725-1740 ◽  
Author(s):  
Jieun Lee ◽  
Junghyun Kim ◽  
Jinhyun Yu
Keyword(s):  
University Students ◽  
Purchase Intention ◽  
Visual Art ◽  
Positive Emotion ◽  
Visual Image ◽  
Consumer Response ◽  
Moderating Effects ◽  
Self Image ◽  
Image Congruence ◽  
Art Infusion

Although previous researchers have reported that use of visual art in advertising induces more positive responses in consumers than does no art, which variables are important in inducing these responses has been largely unexamined. We investigated the moderating effects on advertising of the congruence between product and visual image, and also the congruence between visual image and self-image. The sample consisted of 228 university students in Korea and the results showed that the students experienced stronger purchase intention when exposed to art infusion advertising with high levels of advertisement–product congruence and advertisement–self-image congruence than they did when the levels of congruence were low. Further, we found that positive emotion mediated the effects of art infusion advertising on attitude toward advertising only for a hedonic product, and that consumer response to art infusion advertising differed according to product type.

VALUE CREATION AND CUSTOMER SATISFACTION OF QUICK SERVICE RESTAURANTS IN LAGOS STATE, NIGERIA

2021 ◽  
Vol 9 (1) ◽  
pp. 79-95
Author(s):  
Asikhia U. ◽  
◽  
Magaji N. ◽  
Fidelis N. ◽  
Adeniranye F. ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Value Creation ◽  
Customer Value ◽  
Customer Relationship ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Validated Questionnaire ◽  
Lagos State ◽  
Eating Out ◽  
Quick Service

The Quick Service Restaurant (QSR) industry is one of the key contributors to the Nigerian economy; providing substantial revenues to government and sizable employment opportunities at the processing and retailing levels. Previous studies in Nigeria investigated customer value from the customer’s perspective but rarely has research sought to achieve both QSRs’ owners/managers and customers’ perspectives in a single study. Despite the increasing popularity of “eating out,” Quick Service Restaurants in Nigeria have shown a negative growth rate, with decline in total income, as it has become increasingly difficult to satisfy modern restaurant customers who seek unique experiences that are more than just consuming food. Hence, this study investigated the effect of value creation on customer satisfaction of Quick Service Restaurants in Lagos State, Nigeria. Cross-sectional survey research design was adopted. The population of the study was 799 owners/managers, accountants and customers of Quick Service Restaurants in Lagos State, Nigeria. A well-structured and validated questionnaire was used for data collection. Cronbach’s Alpha reliability coefficients for the constructs ranged from 0.72 to 0.92.The response rate was 75.8 percent. Data were analysed using descriptive and inferential statistics. Findings revealed that value creation dimensions had no significant effect on customer satisfaction (Adj. R2 = -0.011; F(6,296) = 0.450, p<0.05).The study concluded that value creation had no significant effect on customer satisfaction of Quick Service Restaurants in Lagos State, Nigeria. The study recommends that owners / managers of Quick Service Restaurants (QSRs) in Lagos State, Nigeria should go beyond transactional operations and develop customer relationship management programmes in order to enhance customer satisfaction.

“Actions speak louder than words”: an impact of service recovery antecedents on customer delight in quick-service restaurants

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Durgesh Agnihotri ◽  
Kushagra Kulshreshtha ◽  
Vikas Tripathi ◽  
Pallavi Chaturvedi
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Recovery ◽  
Equation Modeling ◽  
Role Clarity ◽  
Content Type ◽  
Customer Delight ◽  
Quick Service ◽  
The Impact

PurposeThe purpose of this study is to conceptualize and analyze a framework that provides greater understanding toward the impact of service recovery antecedents such as role clarity, customer service orientation, employee empowerment and employee relational behavior on customer satisfaction and customer delight in the context of quick-service restaurants (QSRs).Design/methodology/approachA self-administered questionnaire was distributed to 408 participants who had experienced service recovery efforts by leading QSRs on social media. The current paper draws upon the prevailing literature to test a series of research hypotheses through structural equation modeling.FindingsThe findings of the study have confirmed that antecedents of service recovery are good to describe customer satisfaction and customer delight in the setting of QSRs. Besides, the study provides an understanding on how monetary compensation moderates the relationship between customer delight and customer satisfaction.Practical implicationsThis study carries an understanding on how frontline employees must operate in a non-conventional and innovative way to resolve customers' issues and show commitment with truthfulness to provide excellent services to make customers feel delightful.Originality/valueThis is a unique study to understand the role of service recovery antecedents to describe customer satisfaction and customer delight in the social media environment. In addition, the results support the possibilities of implementing prompt service recovery efforts using social media.

Sign in / Sign up

Export Citation Format

Share Document