This study sought to verify the effect of perceived value on customer share of visits (CSOV) in a full-service restaurant context, using a dimension-level value approach and positing customer satisfaction and brand preference as mediators between them. The conceptual model of this study was...

In this study, a customer-to-employee (C--E) relationship construct is employed to test the antecedent role of C--E relationships in the development of customer-to-firm relationships. The authors propose a conceptual model of the relationships that are hypothesized to exist among the constructs...

The purpose of this study was to test the service recovery paradox and double deviation on customers' overall satisfaction considering definitional and methodological issues. This study employed a scenario experimentation manipulated three dimensions of justice at two levels each (2 × 2 × 2...

This study attempts to verify the moderating roles of the customer--firm relationship with regard to customers' responses to service failure and recovery. The hypotheses were tested based on the responses from 480 full-service restaurant customers, using <italic>t</italic>-tests and moderated regression...