Antecedents and outcomes of relationship quality in casual dining restaurants : The mediating effects of relationship quality and moderating roles of gender. / Prayag, Girish; Hosany, Sameer; Taheri, Babak; Ekiz, Erdogan.

In: International Journal of Contemporary Hospitality Management, Vol. 31, No. 2, 2019, p. 575-593.

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Antecedents and outcomes of relationship quality in casual dining restaurants : The mediating effects of relationship quality and moderating roles of gender. / Prayag, Girish; Hosany, Sameer; Taheri, Babak; Ekiz, Erdogan.

In: International Journal of Contemporary Hospitality Management, Vol. 31, No. 2, 2019, p. 575-593.

Research output: Contribution to journalArticle

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Prayag, Girish ; Hosany, Sameer ; Taheri, Babak ; Ekiz, Erdogan. / Antecedents and outcomes of relationship quality in casual dining restaurants : The mediating effects of relationship quality and moderating roles of gender. In: International Journal of Contemporary Hospitality Management. 2019 ; Vol. 31, No. 2. pp. 575-593.

BibTeX

@article{ba16badfb4fe400cab82449677af8e22,
title = "Antecedents and outcomes of relationship quality in casual dining restaurants: The mediating effects of relationship quality and moderating roles of gender",
abstract = "Purpose: The study examines the mediating effects of relationship quality (RQ) on the relationship between six antecedents and loyalty and the moderating effects of gender on these relationships. Design/methodology: Data were collected from a convenience sample of 300 respondents as they exited well-known casual dining restaurants in Kuala Lumpur (KL), MalaysiaFindings: With the exception of physical environment, food quality, customer orientation, communication, relationship benefits and price fairness were significant predictors of RQ. RQ partially mediates the relationships between its antecedents and loyalty. Multi-group analyses reveal significant differences between males and females on these relationships.Research limitations/implications: At the theoretical level, the study contributes to the conceptualization of RQ in tourism and hospitality research. The sample is not representative of all casual dining restaurants in KL but findings have important implications for restaurant management in terms of relationship marketing, advertising strategies and customer loyalty development. Originality: The study extends existing models of RQ in the hospitality and tourism literature by confirming that RQ is best modeled as a second-order construct consisting of three first-order dimensions: trust, satisfaction and commitment. The study also demonstrates that RQ mediates the relationship between the antecedents of RQ and loyalty. Finally, this research confirms the moderating effects of gender on the hypothesized relationships.",
keywords = "relationship quality, loyalty , PLS-SEM, multi-group analysis, food quality",
author = "Girish Prayag and Sameer Hosany and Babak Taheri and Erdogan Ekiz",
year = "2019",
doi = "10.1108/IJCHM-10-2017-0706",
language = "English",
volume = "31",
pages = "575--593",
journal = "International Journal of Contemporary Hospitality Management",
number = "2",

}

RIS

TY - JOUR

T1 - Antecedents and outcomes of relationship quality in casual dining restaurants

T2 - The mediating effects of relationship quality and moderating roles of gender

AU - Prayag, Girish

AU - Hosany, Sameer

AU - Taheri, Babak

AU - Ekiz, Erdogan

PY - 2019

Y1 - 2019

N2 - Purpose: The study examines the mediating effects of relationship quality (RQ) on the relationship between six antecedents and loyalty and the moderating effects of gender on these relationships. Design/methodology: Data were collected from a convenience sample of 300 respondents as they exited well-known casual dining restaurants in Kuala Lumpur (KL), MalaysiaFindings: With the exception of physical environment, food quality, customer orientation, communication, relationship benefits and price fairness were significant predictors of RQ. RQ partially mediates the relationships between its antecedents and loyalty. Multi-group analyses reveal significant differences between males and females on these relationships.Research limitations/implications: At the theoretical level, the study contributes to the conceptualization of RQ in tourism and hospitality research. The sample is not representative of all casual dining restaurants in KL but findings have important implications for restaurant management in terms of relationship marketing, advertising strategies and customer loyalty development. Originality: The study extends existing models of RQ in the hospitality and tourism literature by confirming that RQ is best modeled as a second-order construct consisting of three first-order dimensions: trust, satisfaction and commitment. The study also demonstrates that RQ mediates the relationship between the antecedents of RQ and loyalty. Finally, this research confirms the moderating effects of gender on the hypothesized relationships.

AB - Purpose: The study examines the mediating effects of relationship quality (RQ) on the relationship between six antecedents and loyalty and the moderating effects of gender on these relationships. Design/methodology: Data were collected from a convenience sample of 300 respondents as they exited well-known casual dining restaurants in Kuala Lumpur (KL), MalaysiaFindings: With the exception of physical environment, food quality, customer orientation, communication, relationship benefits and price fairness were significant predictors of RQ. RQ partially mediates the relationships between its antecedents and loyalty. Multi-group analyses reveal significant differences between males and females on these relationships.Research limitations/implications: At the theoretical level, the study contributes to the conceptualization of RQ in tourism and hospitality research. The sample is not representative of all casual dining restaurants in KL but findings have important implications for restaurant management in terms of relationship marketing, advertising strategies and customer loyalty development. Originality: The study extends existing models of RQ in the hospitality and tourism literature by confirming that RQ is best modeled as a second-order construct consisting of three first-order dimensions: trust, satisfaction and commitment. The study also demonstrates that RQ mediates the relationship between the antecedents of RQ and loyalty. Finally, this research confirms the moderating effects of gender on the hypothesized relationships.

KW - relationship quality

KW - loyalty

KW - PLS-SEM

KW - multi-group analysis

KW - food quality

UR - https://www.emeraldinsight.com/doi/full/10.1108/IJCHM-10-2017-0706

U2 - 10.1108/IJCHM-10-2017-0706

DO - 10.1108/IJCHM-10-2017-0706

M3 - Article

VL - 31

SP - 575

EP - 593

JO - International Journal of Contemporary Hospitality Management

JF - International Journal of Contemporary Hospitality Management

IS - 2

ER -