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...

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...