Food Services and customer loyalty in the lodging industry
Autor(a) principal: | |
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Data de Publicação: | 2018 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://tmstudies.net/index.php/ectms/article/view/1013 |
Resumo: | Understanding the needs and expectations of customers is a major competitive tool. Their perception of food service quality has been increasingly studied. An understanding of this topic can help managers to develop strategies to improve customer satisfaction and increase loyalty. The objective of the research is to verify the predictive power of food service quality elements on customer loyalty intentions. This research is exploratory with quantitative approach applied in a hotel of Balneário Camboriú. We used multiple regression analysis to achieve results. The constructs analyzed were: Service Brigade; Management; Menu; Ancillary Services; and Physical Features. This construct did not prove to be significant in measuring Loyalty. The construct with best result was Service Brigade, corroborating the studies that conclude that the training of employees is crucial to increase the level of satisfaction and loyalty. |
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Food Services and customer loyalty in the lodging industryLoyaltyFood serviceLodging industryBrazilMultiple regression.Understanding the needs and expectations of customers is a major competitive tool. Their perception of food service quality has been increasingly studied. An understanding of this topic can help managers to develop strategies to improve customer satisfaction and increase loyalty. The objective of the research is to verify the predictive power of food service quality elements on customer loyalty intentions. This research is exploratory with quantitative approach applied in a hotel of Balneário Camboriú. We used multiple regression analysis to achieve results. The constructs analyzed were: Service Brigade; Management; Menu; Ancillary Services; and Physical Features. This construct did not prove to be significant in measuring Loyalty. The construct with best result was Service Brigade, corroborating the studies that conclude that the training of employees is crucial to increase the level of satisfaction and loyalty.University of Algarve2018-04-30info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://tmstudies.net/index.php/ectms/article/view/1013Revista Encontros Científicos - Tourism & Management Studies; v. 14 n. 2 (2018); 26-35Tourism & Management Studies; Vol. 14 N.º 2 (2018); 26-35Tourism & Management Studies; Vol. 14 No. 2 (2018); 26-35Revista Encontros Científicos - Tourism & Management Studies; Vol. 14 Núm. 2 (2018); 26-352182-8466reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttps://tmstudies.net/index.php/ectms/article/view/1013https://tmstudies.net/index.php/ectms/article/view/1013/pdf_96Copyright (c) 2018 Tourism & Management Studiesinfo:eu-repo/semantics/openAccessKuhn, Vitor RoslindoBenetti, Antônio CarlosAnjos, Sara Joana Gadotti dosLimberger, Pablo Flores2024-01-17T15:29:28Zoai:ojs.pkp.sfu.ca:article/1013Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T00:56:27.848964Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Food Services and customer loyalty in the lodging industry |
title |
Food Services and customer loyalty in the lodging industry |
spellingShingle |
Food Services and customer loyalty in the lodging industry Kuhn, Vitor Roslindo Loyalty Food service Lodging industry Brazil Multiple regression. |
title_short |
Food Services and customer loyalty in the lodging industry |
title_full |
Food Services and customer loyalty in the lodging industry |
title_fullStr |
Food Services and customer loyalty in the lodging industry |
title_full_unstemmed |
Food Services and customer loyalty in the lodging industry |
title_sort |
Food Services and customer loyalty in the lodging industry |
author |
Kuhn, Vitor Roslindo |
author_facet |
Kuhn, Vitor Roslindo Benetti, Antônio Carlos Anjos, Sara Joana Gadotti dos Limberger, Pablo Flores |
author_role |
author |
author2 |
Benetti, Antônio Carlos Anjos, Sara Joana Gadotti dos Limberger, Pablo Flores |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Kuhn, Vitor Roslindo Benetti, Antônio Carlos Anjos, Sara Joana Gadotti dos Limberger, Pablo Flores |
dc.subject.por.fl_str_mv |
Loyalty Food service Lodging industry Brazil Multiple regression. |
topic |
Loyalty Food service Lodging industry Brazil Multiple regression. |
description |
Understanding the needs and expectations of customers is a major competitive tool. Their perception of food service quality has been increasingly studied. An understanding of this topic can help managers to develop strategies to improve customer satisfaction and increase loyalty. The objective of the research is to verify the predictive power of food service quality elements on customer loyalty intentions. This research is exploratory with quantitative approach applied in a hotel of Balneário Camboriú. We used multiple regression analysis to achieve results. The constructs analyzed were: Service Brigade; Management; Menu; Ancillary Services; and Physical Features. This construct did not prove to be significant in measuring Loyalty. The construct with best result was Service Brigade, corroborating the studies that conclude that the training of employees is crucial to increase the level of satisfaction and loyalty. |
publishDate |
2018 |
dc.date.none.fl_str_mv |
2018-04-30 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://tmstudies.net/index.php/ectms/article/view/1013 |
url |
https://tmstudies.net/index.php/ectms/article/view/1013 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://tmstudies.net/index.php/ectms/article/view/1013 https://tmstudies.net/index.php/ectms/article/view/1013/pdf_96 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2018 Tourism & Management Studies info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2018 Tourism & Management Studies |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
University of Algarve |
publisher.none.fl_str_mv |
University of Algarve |
dc.source.none.fl_str_mv |
Revista Encontros Científicos - Tourism & Management Studies; v. 14 n. 2 (2018); 26-35 Tourism & Management Studies; Vol. 14 N.º 2 (2018); 26-35 Tourism & Management Studies; Vol. 14 No. 2 (2018); 26-35 Revista Encontros Científicos - Tourism & Management Studies; Vol. 14 Núm. 2 (2018); 26-35 2182-8466 reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
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1799136449336967168 |