Abstract
An empirical study is conducted on a full-service Chinese Restaurant in a Hong Kong university to investigate moderating roles customer characteristics play in the satisfaction-loyalty link. The hypotheses over the moderating effects of age, education and lengthen of relationship are formulated and examined. The results of Chow-test show that the relationship is moderated by age and lengthen of relationship in this case. In particular, a stronger impact is identified for older customers and those with a longer relationship with the university. The managerial and theoretical implications as derived from the current findings are discussed.
| Original language | English |
|---|---|
| Number of pages | 13 |
| Publication status | Published - 8 Dec 2018 |
| Event | 2018 AIB Southeast Asia Regional Conference: Entrepreneurship and Innovation in Emerging Markets - Lingnan University, Hong Kong, Hong Kong Duration: 6 Dec 2018 → 8 Dec 2018 https://www.ln.edu.hk/aibsear/conferences/past.html |
Conference
| Conference | 2018 AIB Southeast Asia Regional Conference |
|---|---|
| Abbreviated title | 2018 AIBSEAR |
| Country/Territory | Hong Kong |
| City | Hong Kong |
| Period | 6/12/18 → 8/12/18 |
| Other | The 2018 Academy of International Business (AIB) Southeast Asia Regional Conference is organized by AIBSEAR during 6-8 December 2018, in Hong Kong. In particular this year, it will be co-organized by Lingnan University as a tribute to Lingnan University 50th Anniversary of reestablishment in Hong Kong. The theme of the 2018 AIBSEAR Hong Kong Conference is “Entrepreneurship and Innovation in Emerging Markets”. |
| Internet address |
Keywords
- restaurant catering service
- customer satisfaction
- customer loyalty
- customer characteristics
- moderating effect