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dc.contributor.authorHoare, Rui Jinen_US
dc.contributor.authorButcher, Kennethen_US
dc.contributor.editorDr Fevzi Okumusen_US
dc.date.accessioned2017-05-03T13:10:36Z
dc.date.available2017-05-03T13:10:36Z
dc.date.issued2008en_US
dc.date.modified2009-11-19T05:20:21Z
dc.identifier.issn09596119en_US
dc.identifier.doi10.1108/09596110810852140en_AU
dc.identifier.urihttp://hdl.handle.net/10072/22342
dc.description.abstractPurpose - The purpose of this study is to investigate the antecedent roles of the Chinese cultural values of "face" and "harmony" in influencing customer satisfaction/loyalty, and the service quality dimensions that are most salient to the context of Chinese diners. Design/methodology/approach - A self-administered survey was conducted for a convenience sample of Chinese diners in Australia. Findings - A factor analysis revealed three service quality dimensions: interaction quality, food appeal, and performance comparison. The results of a series of regression equations showed that both cultural factors and three quality dimensions are significantly and positively correlated to both customer satisfaction and customer loyalty. "Face" was shown to have an influence on customer satisfaction, while food appeal and performance comparison were found to influence both customer satisfaction and loyalty. Gender moderated the influence of both cultural values and quality on customer satisfaction and loyalty. Research limitations/implications - A student sample limits generalisability of the findings to a wider population. Practical implications - In addition to insights on restaurant market segmentation, ideas to enhance the service encounter experience for diners are offered.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherEmeralden_US
dc.publisher.placeUKen_US
dc.publisher.urihttp://www.emeraldinsight.comen_AU
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom156en_US
dc.relation.ispartofpageto171en_US
dc.relation.ispartofissue2en_US
dc.relation.ispartofjournalInternational journal of Contemporary Hospitality Managementen_US
dc.relation.ispartofvolume20en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchcode350508en_US
dc.titleDo Chinese cultural values affect customer satisfaction/loyaltyen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Tourism, Sport and Hotel Managementen_US
gro.date.issued2008
gro.hasfulltextNo Full Text


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