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Configurational path to customer satisfaction and stickiness for a restaurant chain using fuzzy set qualitative comparative analysis

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  • Hsiao, Yu-Hsiang
  • Chen, Li-Fei
  • Chang, Chao-Chin
  • Chiu, Fu-Hsuan

Abstract

Customer stickiness and satisfaction are both essential for a restaurant to occupy market share and earn profits in the face of fierce competition. This study applied fuzzy set qualitative comparative analysis (fsQCA) to examine how environmental characteristics regarding restaurant location and individual characteristics of customers influenced customers' emotional responses to service attitudes, and how these emotions, in turn, influenced customer satisfaction and stickiness. A sample of 182 customers from a fusion café chain restaurant was collected and investigated. The results show that store characteristics and customer individual characteristics had a pronounced effect on customer emotional responses to the service attitudes of the restaurant, and that these emotional experiences served as critical antecedents to customer satisfaction and stickiness. The managerial implications of the findings are discussed for the restaurant chain to understand its weaknesses and to develop proper operational strategies and marketing polices for improving customer satisfaction and stickiness.

Suggested Citation

  • Hsiao, Yu-Hsiang & Chen, Li-Fei & Chang, Chao-Chin & Chiu, Fu-Hsuan, 2016. "Configurational path to customer satisfaction and stickiness for a restaurant chain using fuzzy set qualitative comparative analysis," Journal of Business Research, Elsevier, vol. 69(8), pages 2939-2949.
    • Handle: RePEc:eee:jbrese:v:69:y:2016:i:8:p:2939-2949
    DOI: 10.1016/j.jbusres.2015.12.063
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    Cited by:

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    3. Liu, Stephanie Q. & Choi, Sungwoo & Mattila, Anna S., 2019. "Love is in the menu: Leveraging healthy restaurant brands with handwritten typeface," Journal of Business Research, Elsevier, vol. 98(C), pages 289-298.
    4. Xian Gao & Choy-Leong Yee & Wei-Chong Choo, 2022. "How Attachment and Community Identification Affect User Stickiness in Social Commerce: A Consumer Engagement Experience Perspective," Sustainability, MDPI, vol. 14(20), pages 1-16, October.
    5. Leemen Lee & Li‐Fei Chen, 2018. "Boosting employee retention through CSR: A configurational analysis," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 25(5), pages 948-960, September.
    6. Li‐Fei Chen & Donna Larissa Khuangga, 2021. "Configurational paths of employee reactions to corporate social responsibility: An organizational justice perspective," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(1), pages 389-403, January.
    7. Cozzio, Claudia & Volgger, Michael & Taplin, Ross & Woodside, Arch G., 2020. "Nurturing tourists’ ethical food consumption: Testing the persuasive strengths of alternative messages in a natural hotel setting," Journal of Business Research, Elsevier, vol. 117(C), pages 268-279.
    8. Li, You & Li, Xiaolin & Cai, Jiali, 2021. "How attachment affects user stickiness on live streaming platforms: A socio-technical approach perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    9. Zhang, Min & Sun, Lin & Wang, G. Alan & Li, Yuzhuo & He, Shuguang, 2022. "Using neutral sentiment reviews to improve customer requirement identification and product design strategies," International Journal of Production Economics, Elsevier, vol. 254(C).
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