What really brings them back?

Abstract

Purpose -The purpose of this paper is to evaluate the usefulness of the TANGSERV (tangible quality) scale by examining the effect of tangible quality constructs on restaurant patrons' affect and behavioral intentions. Design/methodology/approach -A model was proposed based on the literature of tangible quality in service, which posits that tangible quality leads to affective quality and they both have positive impact on customer re-patronage intentions. Subsequently, an empirical study in Turkey's casual restaurants was conducted to test the aforementioned model. Findings -The food and service construct and accessibility construct of tangible quality exhibited positive impact on the affect towards restaurants, which in turn influenced re-patronage intention for restaurants. Affect was a strong mediator, facilitating the relationship between tangible quality and behavior.Practical implications -Restaurant operators should focus their efforts on ensuring an interesting variety of food and drink offerings presented in interesting and unique ways. They should also ensure that the type of service delivered is consistent from one visit to the next. Cultivating positive feelings toward the brand name is a good approach to increasing re-patronage intentions. In addition, careful consideration and research should be completed prior to selecting a restaurant location and provision of convenient parking. Originality/value -The study helps restaurant managers select the most important tangible restaurant feature for consumers and guide the investment resources to address customer expectations.

How Does Service Environment Enhance Consumer Loyalty in the Sport Fitness Industry? The Role of Servicescape, Cosumption Motivation, Emotional and Flow Experiences

“…This finding supports a bulk of literature that has suggested that consumer satisfaction is a major determinant of repurchase and word-of-mouth [48,50,52,53]. Additionally, the results regarding the indirect effect of service scape on consumer loyalty supports the existing literature on the indirect effects of servicescape on consumer loyalty in diverse industries [26,29,30,43]. Taken together, the authors conclude that developing an attractive servicescape is crucial for consumer experiences, satisfaction, and loyalty in the context of the fitness industry.…”

“…First of all, the emotional experience is defined as the positive feelings, including fun, pleasure, and excitement, experienced from using a service [27]. Previous studies have revealed that the sensory cues of the servicescape lead to positive emotional experiences [23,[28][29][30][31][32]. For instance, Stoel et al [30] and Wakefield and Bake [31] found that negative and positive consumer emotions were affected by physical components of service environments.…”

Escape, entitlement, and experience: liminoid motivators within commercial hospitality

“…Experiential marketing literature emphasises environmental and atmospheric elements of service offerings, through which core features and benefits are delivered (Schmitt, 1999(Schmitt, , 2003. This is widely acknowledged within contemporary hospitality management research (Countryman and Jang, 2006, Kincaid et al, 2010, Skinner et al, 2005, So and King, 2010. Experiential involvement is heightened when consumers feel immersed in the consumption environment and the activity or core service (Alba andWilliams, 2013, Carù andCova, 2007).…”

Ethnic restaurants’ outdoor signage: the effect of colour and name on consumers’ food perceptions and dining intentions

“…A good restaurant name and reputation attract customer's purchase decisions (Zahari et al, 2010). Cultivating positive feelings toward the brand name is a good approach to increasing purchase intentions (Kincaid et al, 2010). Furthermore, brand name plays an important role in purchase intention (Hanzaee and Andervazh, 2012).…”