Predictors of relationship quality for luxury restaurants

摘要

Relationship quality is increasingly emerging as a strategy for organizations that strive to retain loyal and satisfied customers in today's highly competitive environment. However, a limited number of studies have investigated relationship quality within the hospitality industry. This study examines and applies a measurement model originally tested with Korean customers to American customers to confirm that the predictors of relationship quality for luxury restaurants are cross-culturally valid. This study also examines the relative importance of each predictor of relationship quality, and identifies strategies for luxury restaurants that should enhance their level of customer trust and satisfaction.