Han, Ryu / CUSTOMER LOYALTY IN THE RESTAURANT INDUSTRY 509
Nunnally, J. C. (1978). Psychometric theory. New York: McGraw-Hill.
Oh, H. (2000). The effect of brand class, brand awareness, and price on customer
value and behavioral intentions. Journal of Hospitality & Tourism Research, 24,
136-162.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-
loyalty chain: A research agenda. Journal of Academic of Marketing Science, 28,
168-174.
Raajpoot, N. (2002). TANGSERV: a multiple item scale for measuring tangible quality
in foodservice industry. Journal of Foodservice Business Research, 5, 109-127.
Ranaweera, C., & Neely, A. (2003). Some moderating effects on the service quality-
customer retention link. International Journal of Operations & Production Man
agement, 23, 230-248.
Rapoport, A. (1982). The meaning of the built environment. Beverly Hills, CA: Sage.
Reichheld, F. F., & Sasser, W. E. (1990). Zero defections: Quality comes to services.
Harvard Business Review, 68(5), 2-9.
Reimer, A., & Kuehn, R. (2005). The impact of servicescape on quality perception.
European Journal of Marketing, 39, 785-808.
Russel, J. A., & Pratt, G. (1980). A description of affective quality attributed to environ-
ment. Journal of Personality and Social Psychology, 38, 311-322.
Ryu, K. (2005). DINESCAPE, emotions, and behavioral intentions in upscale restau
rants. Unpublished doctoral dissertation, Kansas State University, Manhattan, KS.
Ryu, K., & Jang, S. (2007). The effect of environmental perceptions on behavioral inten-
tions through emotions: The case of upscale restaurants. Journal of Hospitality &
Tourism Research, 31, 56-72.
Schall, M. (2003). Best practices in the assessment of hotel-guest attitudes. Cornell Hotel
and Restaurant Administration Quarterly, 44(2), 51-65.
Sirohi, N., McLaughlin, E. W., & Wittink, D. R. (1998). A model of consumer percep-
tions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74,
223-245.
Spreng, R. A., Mackenzie, S. C., & Olshavsky, S. W. (1996). A reexamination of the
determinants of consumer satisfaction. Journal of Marketing, 60, 15-52.
Tepeci, M. (1999). Increasing brand loyalty in the hospitality industry. International
Journal of Contemporary Hospitality Management, 11, 223-229.
Varki, S., & Colgate, M. (2001). The role of price perceptions in an integrated model of
behavioral intentions. Journal of Service Research, 3, 232-240.
Wakefield, K. L., & Blodgett, J. G. (1994). The importance of servicescapes in leisure
service settings. Journal of Services Marketing, 8(3), 66-76.
Wakefield, K. L., & Blodgett, J. G. (1996). The effects of the servicescape on customers’
behavioral intentions in leisure service setting. Journal of Services Marketing, 10(6),
45-61.
Wakefield, K. L., & Blodgett, J. G. (1999). Customer response to intangible and tangible
service factors. Psychology & Marketing, 16, 51-68.
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty:
The role of switching costs. Psychology & Marketing, 21, 799-822.
Yi, Y. (1990). A critical review of consumer satisfaction. In V. Zeithaml (Ed.), Review of
marketing (pp. 68-122). Chicago: American Marketing Association.
Zeithaml, V. A. (1981). How consumer evaluation processes differ between goods and
services. In J. Donelly & W. George (Eds.), Marketing of services proceedings series
(pp. 186-190). Chicago: American Marketing Association.
at UNIV OF CONNECTICUT on January 4, 2014
jht.sagepub.com
Downloaded from
510 JOURNAL OF HOSPITALITY & TOURISM RESEARCH
Zeithaml, V. A. (1983). Conceptualizing and measuring consumer response to price. In
R. P. Bagozzi & A. M. Tybout (Eds.), Advances in consumer research (pp. 612-616).
Ann Arbor, MI: Association for Consumer Research.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end
model and synthesis of evidence. Journal of Marketing, 52, 2-22.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences
of service quality. Journal of Marketing, 60, 31-46.
Do'stlaringiz bilan baham: