한국프랜차이즈경영연구 (The Korean Journal of Franchise Management)

  • 제10권2호
  • /
  • Pages.59-70
  • /
  • 2019
  • /
  • 2093-9582(pISSN)
  • /
  • 2508-4593(eISSN)
한국프랜차이즈경영학회 (Korea Society of Franchise Management)
권호 표지
DOI QR코드

DOI QR Code

외식프랜차이즈의 서비스 경험이 만족과 재방문의도에 미치는 영향: 인공신경망 분석의 적용

Effect of Online Food Service Franchise Experiences on Satisfaction and Revisit Intention: Application of ANN Analysis

  • 투고 : 2019.06.01
  • 심사 : 2019.06.05
  • 발행 : 2019.06.10
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

Purpose - Every company studies how to attract and retain new customers to increase competitiveness and profitability. Companies establish strategies to attract customers, secure competitive advantage and generate revenue. Businesses are looking for newer and better ways to differentiate themselves in the marketplace. One of the requirements for service differentiation is to make it a prerequisite for an engaging customer experience. Customer experience can be attained through service experience. Satisfaction determine whether to reuse the food service franchise. The purpose of this study is to investigate the effect of customer experience on the satisfaction and revisit intention of food service franchise. In this study, customer experience consists of three attributes such as service environment, food quality, and price fairness. Also, this study is to identify the importance of three service experience attributes of customer satisfaction and revisit intention using ANN (artificial neural network) analysis. Research design, data, methodology - The survey was conducted on customers who have visited franchise restaurants in one month in order to examine how service environment, food quality, and price fairness have been influenced customer satisfaction and revisit intention through online survey company (SM culture & contents). A total of 300 representative surveys were collected. Of those collected surveys, 26 were not used due to missing information, resulting in 274 as the final sample size. The sample size was more than 10 times more than the number of variables used in the structural model analysis. Results - The findings of this study are as follows: Service environment and price fairness have a significant effect on satisfaction. However, food quality did not have a significant effect on satisfaction. Finally, it was found that satisfaction had a significant effect on revisit intention. Meanwhile, according to the results of ANN analysis, satisfaction as a dependent variable was found to be the most important in male price fairness and service environment in female. Also, when the revisit intention is used as a dependent variable, both male and female price fairness are important. Also, when the intention to revisit is used as a dependent variable, both male and female price processes are important. Conclusions - First, a restaurant franchise enterprise needs to manage customer service experience. Customers should strive to eat and enjoy at a dining franchise store. Second, it is necessary to design a food service franchise shop as a customer-oriented service environment. Franchise companies need to improve the environment so that customers can use the store conveniently. Third, the restaurant franchise menu price needs to be cheaper than the alternative menu. The restaurant franchise menu needs to be constructed with a popular menu that can be used continuously by the customer, so that it can be set at a reasonable price.

키워드

참고문헌

  1. Alfes, K., Truss, C., Soane, E. C., Rees, C., & Gatenby, M. (2013). The relationship between line manager behavior, perceived HRM practices, and individual performance: Examining the mediating role of engagement. Human Resource Management, 52(6), 839-859. https://doi.org/10.1002/hrm.21512
  2. Ali, F., Amin, M., & Cobanoglu, C. (2016). An integrated model of service experience, emotions, satisfaction, and price acceptance: An empirical analysis in the Chinese hospitality industry. Journal of Hospitality Marketing & Management, 25(4), 449-475. https://doi.org/10.1080/19368623.2015.1019172
  3. Andersson, T. D. (2007). The tourist in the experience economy. Scandinavian Journal of Hospitality and Tourism, 7(1), 46-58. https://doi.org/10.1080/15022250701224035
  4. Arnold, M. J., Reynolds, K. E., Ponder, N., & Lueg, J. E. (2005). Customer delight in a retail context: Investigating delightful and terrible shopping experiences. Journal of Business Research, 58(8), 1132-1145. https://doi.org/10.1016/j.jbusres.2004.01.006
  5. Arnould, E. J., & Price, L. L. (1993). River magic: Extraordinary experience and the extended service encounter. Journal of Consumer Research, 20(1), 24-45. https://doi.org/10.1086/209331
  6. Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94. https://doi.org/10.1007/BF02723327
  7. Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71. https://doi.org/10.1177/002224299205600205
  8. Bolton, R. N., & Lemon, K. N. (1999). A dynamic model of customers' usage of services: Usage as an antecedent and consequence of satisfaction. Journal of Marketing Research, 36(2), 171-186. https://doi.org/10.2307/3152091
  9. Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study. Journal of Business Research, 51(1), 53-60. https://doi.org/10.1016/S0148-2963(99)00041-7
  10. Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty?. Journal of Marketing, 73(3), 52-68. https://doi.org/10.1509/jmkg.73.3.052
  11. Caru, A., Caru, A., & Cova, B. (Eds.). (2007). Consuming experience. Routledge: London.
  12. Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811-828. https://doi.org/10.1108/03090560210430818
  13. Chattopadhyay, A., & Laborie, J. L. (2005). Managing brand experience: The market contact audit. Journal of Advertising Research, 45(1), 9-16. https://doi.org/10.1017/S0021849905050129
  14. Choi, J. K., & Lee, B. W. (2008). An experimental study of gaze motion on the menu and item selection mechanism. Korean Hotel Administration Review, 17(2), 83-100.
  15. Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. https://doi.org/10.1016/S0022-4359(00)00028-2
  16. DelVecchio, D., & Puligadda, S. (2012). The effects of lower prices on perceptions of brand quality: A choice task perspective. Journal of Product & Brand Management, 21(6), 465-474. https://doi.org/10.1108/10610421211264946
  17. Du, S., Yalcinkaya, G., & Bstieler, L. (2016). Sustainability, social media driven open innovation, and new product development performance. Journal of Product Innovation Management, 33(S1), 55-71. https://doi.org/10.1111/jpim.12334
  18. Edvardsson, B. (2005). Service quality: Beyond cognitive assessment. Managing Service Quality: An International Journal, 15(2), 127-131. https://doi.org/10.1108/09604520510585316
  19. Edvardsson, B., Gustafsson, A., & Roos, I. (2005). Service portraits in service research: A critical review. International Journal of Service Industry Management, 16(1), 107-121. https://doi.org/10.1108/09564230510587177
  20. Ezeh, C., & Harris, L. C. (2007). Servicescape research: A review and a research agenda. Marketing Review, 7(1), 59-78.
  21. Garlin, F. V., & Owen, K. (2006). Setting the tone with the tune: A meta-analytic review of the effects of background music in retail settings. Journal of Business Research, 59(6), 755-764. https://doi.org/10.1016/j.jbusres.2006.01.013
  22. Gonzalez, M. E. A., Comesaña, L. R., & Brea, J. A. F. (2007). Assessing tourist behavioral intentions through perceived service quality and customer satisfaction. Journal of Business Research, 60(2), 153-160. https://doi.org/10.1016/j.jbusres.2006.10.014
  23. Grace, D., & O'Cass, A. (2004). Examining service experiences and post-consumption evaluations. Journal of Services Marketing, 18(6), 450-461. https://doi.org/10.1108/08876040410557230
  24. Han, H., & Ryu, K. (2012). Key factors driving customers' word-of-mouth intentions in full-service restaurants: The moderating role of switching costs. Cornell Hospitality Quarterly, 53(2), 96-109. https://doi.org/10.1177/1938965511433599
  25. Hanif, M., Hafeez, S., & Riaz, A. (2010). Factors affecting customer satisfaction. International Research Journal of Finance and Economics, 60(1), 44-52.
  26. Harris, L. C., & Ezeh, C. (2008). Servicescape and loyalty intentions: An empirical investigation. European Journal of Marketing, 42(3/4), 390-422. https://doi.org/10.1108/03090560810852995
  27. Harris, L. C., & Reynolds, K. L. (2003). The consequences of dysfunctional customer behavior. Journal of Service Research, 6(2), 144-161. https://doi.org/10.1177/1094670503257044
  28. Hemmington, N. (2007). From service to experience: Understanding and defining the hospitality business. The Service Industries Journal, 27(6), 747-755. https://doi.org/10.1080/02642060701453221
  29. Herrmann, A., Huber, F., & Braunstein, C. (2000). Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction. International Journal of Production Economics, 66(1), 77-96. https://doi.org/10.1016/S0925-5273(99)00114-0
  30. Hoch, S. J. (2002). Product experience is seductive. Journal of Consumer Research, 29(3), 448-454. https://doi.org/10.1086/344422
  31. Hoch, S. J., & Deighton, J. (1989). Managing what consumers learn from experience. Journal of Marketing, 53(2), 1-20. https://doi.org/10.1177/002224298905300201
  32. Hoch, S. J., & Ha, Y. W. (1986). Consumer learning: Advertising and the ambiguity of product experience. Journal of Consumer Research, 13(2), 221-233. https://doi.org/10.1086/209062
  33. Hogstrom, C., Rosner, M., & Gustafsson, A. (2010). How to create attractive and unique customer experiences: An application of Kano's theory of attractive quality to recreational tourism. Marketing Intelligence & Planning, 28(4), 385-402. https://doi.org/10.1108/02634501011053531
  34. Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132-140. https://doi.org/10.1086/208906
  35. Holt, D. B. (1995). How consumers consume: A typology of consumption practices. Journal of Consumer Research, 22(1), 1-16. https://doi.org/10.1086/209431
  36. Huber, F., Herrmann, A., & Wricke, M. (2001). Customer satisfaction as an antecedent of price acceptance: Results of an empirical study. Journal of Product & Brand Management, 10(3), 160-169. https://doi.org/10.1108/10610420110395403
  37. Huffman, C., & Houston, M. J. (1993). Goal-oriented experiences and the development of knowledge. Journal of Consumer Research, 20(2), 190-207. https://doi.org/10.1086/209343
  38. Hume, M., Mort, G. S., & Winzar, H. (2007). Exploring repurchase intention in a performing arts context: Who comes? and why do they come back?. International Journal of Nonprofit and Voluntary Sector Marketing, 12(2), 135-148. https://doi.org/10.1002/nvsm.284
  39. Jani, D., & Han, H. (2011). Investigating the key factors affecting behavioral intentions: Evidence from a full-service restaurant setting. International Journal of Contemporary Hospitality Management, 23(7), 1000-1018. https://doi.org/10.1108/09596111111167579
  40. Jeong, Y. K., Lee, Y.-K., & Kim, S. (2017). To be true or not to be true: Authentic leadership and its effect on travel agents. Asia Pacific Journal of Tourism Research, 22(8), 819-833. https://doi.org/10.1080/10941665.2017.1331921
  41. Jiang, P., & Rosenbloom, B. (2005). Customer intention to return online: Price perception, attribute-level performance, and satisfaction unfolding over time. European Journal of Marketing, 39(1/2), 150-174. https://doi.org/10.1108/03090560510572061
  42. Jin, N., Lee, S., & Huffman, L. (2012). Impact of restaurant experience on brand image and customer loyalty: Moderating role of dining motivation. Journal of Travel & Tourism Marketing, 29(6), 532-551. https://doi.org/10.1080/10548408.2012.701552
  43. Jin, Y. H. & Kwon, H. S. (2016). A study on the effect franchise restaurant selection motives on visiting intention: focusing on the moderator effects of consumer attitude. Korean Journal of Culinary Research, 22(5), 52-63.
  44. Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12(2), 267-286. https://doi.org/10.1016/0167-4870(91)90016-M
  45. Johnston, R. (2005). Service operations management: From the roots up. International Journal of Operations & Production Management, 25(12), 1298-1308. https://doi.org/10.1108/01443570510633666
  46. Joy, A., & Sherry Jr, J. F. (2003). Speaking of art as embodied imagination: A multisensory approach to understanding aesthetic experience. Journal of Consumer Research, 30(2), 259-282. https://doi.org/10.1086/376802
  47. Kang, Y. S., Park, H. J., & Jung, J. W. (2011). A study on the effects of the selection attributes of Korean restaurant menu on customer satisfaction and revisit intention. Culinary Science and Hospitality Research, 17(2), 1-17. https://doi.org/10.20878/cshr.2011.17.5.001
  48. Kempf, D. S., & Smith, R. E. (1998). Consumer processing of product trial and the influence of prior advertising: A structural modeling approach. Journal of Marketing Research, 35(3), 325-338. https://doi.org/10.1177/002224379803500304
  49. Kerin, R. A., Jain, A., & Howard, D. J. (1992). Store shopping experience and consumer price-quality-value perceptions. Journal of Retailing, 68(4), 376-397.
  50. Kim, E.-J., Lee, Y.-K., Kwon, Y.-J., & Kim, E.-S.(2004). The effect of selected in-restaurant environment on customer satisfaction and behavioral intentions/behaviors using structural equation model: Mediating roles of customer's emotions. The Academy of Customer Satisfaction Management, 6(2), 235-257.
  51. Kim, H. J., Park, J., Kim, M. J., & Ryu, K. (2013). Does perceived restaurant food healthiness matter? Its influence on value, satisfaction and revisit intentions in restaurant operations in South Korea. International Journal of Hospitality Management, 33, 397-405. https://doi.org/10.1016/j.ijhm.2012.10.010
  52. Kim, H. J., Park, J., Kim, M. J., & Ryu, K. (2013). Does perceived restaurant food healthiness matter? Its influence on value, satisfaction and revisit intentions in restaurant operations in South Korea. International Journal of Hospitality Management, 33, 397-405. https://doi.org/10.1016/j.ijhm.2012.10.010
  53. Kim, J. Y. & Kim, N. Y. (2017). Effects of the coffee choice attributes on satisfaction, revisit intention and long-term orientation: A study on based on differences between franchise coffee shops and privately owned coffee shops. Global e-Business Association, 18(5), 3-18
  54. Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2), 145-159. https://doi.org/10.1016/j.telpol.2003.12.003
  55. Kivela, J., Inbakaran, R., & Reece, J. (1999). Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-222. https://doi.org/10.1108/09596119910272739
  56. Koopmans, M., & Duizer, E. (2004). Foodborne viruses: An emerging problem. International Journal of Food Microbiology, 90(1), 23-41. https://doi.org/10.1016/S0168-1605(03)00169-7
  57. Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.
  58. Lee, Y.-K., Jeong, Y. K., & Choi, J. (2014). Service quality, relationship outcomes, and membership types in the hotel industry: A survey in Korea. Asia Pacific Journal of Tourism Research, 19(3), 300-324. https://doi.org/10.1080/10941665.2012.749930
  59. Liljander, V., & Strandvik, T. (1993). Estimating zones of tolerance in perceived service quality and perceived service value. International Journal of Service Industry Management, 4(2), 6-28. https://doi.org/10.1108/09564239310037909
  60. Li, J., & Yang, Y. (2015). Describing and testing gender as moderator: illustrated substantively with a hypothesized relation between image, satisfaction, and behavioural intentions. Anatolia, 26(2), 258-268. https://doi.org/10.1080/13032917.2014.939203
  61. Lin, J. S. C., & Liang, H. Y. (2011). The influence of service environments on customer emotion and service outcomes. Managing Service Quality: An International Journal, 21(4), 350-372. https://doi.org/10.1108/09604521111146243
  62. Lin, M. Q., Huang, L. S., & Chiang, Y. F. (2008). The moderating effects of gender roles on service emotional contagion. The Service Industries Journal, 28(6), 755-767. https://doi.org/10.1080/02642060801988852
  63. Mandel, N., & Johnson, E. J. (2002). When web pages influence choice: Effects of visual primes on experts and novices. Journal of Consumer Research, 29(2), 235-245. https://doi.org/10.1086/341573
  64. Maricic, M. (2011). Update on glucocorticoid-induced osteoporosis. Rheumatic Disease Clinics, 37(3), 415-431. https://doi.org/10.1016/j.rdc.2011.07.003
  65. Martin-Consuegra, D., & Esteban, A. (2007). Market orientation and business performance: An empirical investigation in the airline industry. Journal of Air Transport Management, 13(6), 383-386. https://doi.org/10.1016/j.jairtraman.2007.08.001
  66. Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 1-11.
  67. Meyers-Levy, J., & Peracchio, L. A. (1995). Understanding the effects of color: How the correspondence between available and required resources affects attitudes. Journal of Consumer Research, 22(2), 121-138. https://doi.org/10.1086/209440
  68. Meyer-Waarden, L. (2007). The effects of loyalty programs on customer lifetime duration and share of wallet. Journal of Retailing, 83(2), 223-236. https://doi.org/10.1016/j.jretai.2007.01.002
  69. Min, K. H. (2010). The effect of the menu quality of hotel italian restaurants on satisfaction and revisit intention. Culinary Science and Hospitality Research, 16(1), 92-103. https://doi.org/10.20878/cshr.2010.16.5.008
  70. Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1), 131-142. https://doi.org/10.1509/jmkr.38.1.131.18832
  71. Mossberg, L. (2007). A marketing approach to the tourist experience. Scandinavian Journal of Hospitality and Tourism, 7(1), 59-74. https://doi.org/10.1080/15022250701231915
  72. Nagle, L. M., White, P., & Pringle, D. (2010). Realizing the benefits of standardized measures of clinical outcomes. Electronic Healthcare, 9(2), 3-9.
  73. Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31(3), 387-409. https://doi.org/10.1177/1096348007299924
  74. Ofir, C. (2004). Reexamining latitude of price acceptability and price thresholds: Predicting basic consumer reaction to price. Journal of Consumer Research, 30(4), 612-621. https://doi.org/10.1086/380293
  75. Ofir, C., & Simonson, I. (2007). The effect of stating expectations on customer satisfaction and shopping experience. Journal of Marketing Research, 44(1), 164-174. https://doi.org/10.1509/jmkr.44.1.164
  76. Oh, H., Fiore, A. M., & Jeoung, M. (2007). Measuring experience economy concepts: Tourism applications. Journal of Travel Research, 46(2), 119-132. https://doi.org/10.1177/0047287507304039
  77. Oliver, C. (1997). Sustainable competitive advantage: Combining institutional and resource‐based views. Strategic Management Journal, 18(9), 697-713. https://doi.org/10.1002/(SICI)1097-0266(199710)18:9<697::AID-SMJ909>3.0.CO;2-C
  78. Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25-48.
  79. Palmatier, R. W., Dant, R. P., Grewal, D., & Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: A meta-analysis. Journal of Marketing, 70(4), 136-153. https://doi.org/10.1509/jmkg.70.4.136
  80. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-48.
  81. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
  82. Park, E. A., Kim, E. J., Jeon, S. K., & Lee, Y. K. (2016). The effect of customer experiential value on action flow, performance satisfaction, and loyalty in performing arts market. Korean Society of Culture Industry, 16(4), 133-145.
  83. Pei, Y. Q., & Y, J. J. (2018). The effect of korean restaurant experience quality on value, attitude, and loyalty: Focused on shanghai consumers. The Institute of Business Management, 41(4), 45-70.
  84. Pellinen, J. (2003). Making price decisions in tourism enterprises. International Journal of Hospitality Management, 22(2), 217-235. https://doi.org/10.1016/S0278-4319(03)00019-7
  85. Pine, B. J., Pine, J., & Gilmore, J. H. (1999). The experience economy: Work is theatre & every business a stage. Boston, MA: Harvard Business Press.
  86. Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5-14. https://doi.org/10.1002/dir.20015
  87. Reimer, A., & Kuehn, R. (2005). The impact of servicescape on quality perception. European Journal of Marketing, 39(7/8), 785-808. https://doi.org/10.1108/03090560510601761
  88. Ryu, K., Han, H., & Jang, S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast-casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416-432. https://doi.org/10.1108/09596111011035981
  89. Schmitt, B. (2011). Experience marketing: Concepts, frameworks and consumer insights. Foundations and Trends in Marketing, 5(2), 55-112. https://doi.org/10.1561/1700000027
  90. Senic, V., & Marinkovic, V. (2013). Patient care, satisfaction and service quality in health care. International Journal of Consumer Studies, 37(3), 312-319. https://doi.org/10.1111/j.1470-6431.2012.01132.x
  91. Snipes, R. L., Thomson, N. F., & Oswald, S. L. (2006). Gender bias in customer evaluations of service quality: An empirical investigation. Journal of Services Marketing, 20(4), 274-284. https://doi.org/10.1108/08876040610674616
  92. Snipes, R. L., Thomson, N. F., & Oswald, S. L. (2006). Gender bias in customer evaluations of service quality: An empirical investigation. Journal of Services Marketing, 20(4), 274-284. https://doi.org/10.1108/08876040610674616
  93. Solheim, R., & Lawless, H. T. (1996). Consumer purchase probability affected by attitude towards low-fat foods, liking, private body consciousness and information on fat and price. Food Quality and Preference, 7(2), 137-143. https://doi.org/10.1016/0950-3293(95)00045-3
  94. Suh, J. C., & Youjae, Y. (2006). When brand attitudes affect the customer satisfaction‐loyalty relation: The moderating role of product involvement. Journal of Consumer Psychology, 16(2), 145-155. https://doi.org/10.1207/s15327663jcp1602_5
  95. Tan, K. C., & Kek, S. W. (2004). Service quality in higher education using an enhanced SERVQUAL approach. Quality in Higher Education, 10(1), 17-24. https://doi.org/10.1080/1353832242000195032
  96. Varki, S., & Colgate, M. (2001). The role of price perceptions in an integrated model of behavioral intentions. Journal of Service Research, 3(3), 232-240. https://doi.org/10.1177/109467050133004
  97. Veryzer Jr, R. W., & Hutchinson, J. W. (1998). The influence of unity and prototypicality on aesthetic responses to new product designs. Journal of Consumer Research, 24(4), 374-394. https://doi.org/10.1086/209516
  98. Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers' behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45-61. https://doi.org/10.1108/08876049610148594
  99. Wang, S., Lee, Y.-K., & Kim, S.-H. (2018). Effects of franchise restaurant selection attributes on perceived value, Customer satisfaction and loyalty. Korean Journal of Franchise Management, 9(4), 7-19. https://doi.org/10.21871/KJFM.2018.12.9.4.7
  100. Wong, W. P. M., Lo, M. C., & Ramayah, T. (2014). The effects of technology acceptance factors on customer e-loyalty and e-satisfaction in Malaysia. International Journal of Business and Society, 15(3), 477-502.
  101. Yan, X., Wang, J., & Chau, M. (2015). Customer revisit intention to restaurants: Evidence from online reviews. Information Systems Frontiers, 17(3), 645-657. https://doi.org/10.1007/s10796-013-9446-5
  102. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1-12. https://doi.org/10.1177/0092070393211001
  103. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. https://doi.org/10.1177/002224299606000104
  104. Zhang, K. Z., Cheung, C. M., & Lee, M. K. (2014). Examining the moderating effect of inconsistent reviews and its gender differences on consumers' online shopping decision. International Journal of Information Management, 34(2), 89-98. https://doi.org/10.1016/j.ijinfomgt.2013.12.001