Effects of service experience attributes on customer attitudes and behaviours: the case of New Zealand café industry

Miao Zhang · Peter B. Kim · Warren Goodsir

45 citations0/0 files storedJournal of Hospitality Marketing & Management

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Customer Service Quality and Loyalty Consumer Retail Behavior Studies Service and Product Innovation

Abstract

This study examines major café experience attributes and their impacts on customers’ attitudinal and behavioural outcomes in the New Zealand café industry. Based on an extended model of the consumption system approach, a set of hypotheses were developed and tested using hierarchical multiple regression. Using a sample of 205 respondents, the study found that service quality is the strongest predictor of all outcome variables (i.e., value for money, customer satisfaction, and customer loyalty intentions) which were predicted by either tangible or intangible café experience attributes. Both practical and theoretical implications of the findings are provided.

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References

1966A New Approach to Consumer Theory 1999Whence Consumer Loyalty?1976A New Approach to Consumer Theory 2003An examination of the effects of motivation and satisfaction on destination loyalty: a structural model 2010From the Editors: Common method variance in international business research 2012The Experience Economy 2000Customer satisfaction with services: putting perceived value into the equation 2007How to Sustain the Customer Experience:

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