Abstract

FUENTES-BLASCO, Maria  and  MOLINER-VELAZQUEZ, Beatriz. Antecedents of successful relationship between restaurants and customers. Innovar [online]. 2014, vol.24, n.53, pp.99-112. ISSN 0121-5051.  https://doi.org/10.15446/innovar.v24n53.43915.

Abstract: In the context of tourist services, where competition is increasingly intense, the development and maintenance of long-term businesscustomer relationships has become a source of competitive advantage for service provider organizations. However, a high percentage of these relationships fail. Moreover, there is scarce empirical evidence on this field of study in the tourism industry, and especially in the hospitality sector. Faced with this challenge, the objective of this study is to analyze the antecedents of the successful relationship between restaurant-customer from a causal sequence: dimensions of the delivered value → confidence and commitment → success of the relationship. From a sample of 150 restaurants, the results show that service quality and prestige, as elements of delivered value, are direct antecedents of the manager commitment with its customers and indirect of the successful business-customer relationship. Besides, the confidence and commitment of the service manager with its customers have a significant effect on the relationship success.

Keywords : confidence; commitment; service quality; prestige; relationship successful.

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