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Publication Detailed Description
Value get, value give: the relationships among perceived value, relationship quality, customer engagement, and value consciousness
Journal Title
International Journal of Hospitality Management
Year (definitive publication)
2019
Language
English
Country
United Kingdom
More Information
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Abstract
In today's market, firms expect customers to not only consume their offerings, but also to market these offerings indirectly through different engagement behaviors. This study is conducted to examine factors that may drive customers to engage with restaurants. The research builds on the theory of engagement and relationship marketing literature to propose that customer perceived value (CPV) and relationship quality (RQ) are antecedents of CE. In addition, a mediated relationship between CPV and CE through RQ is examined to better understand the effects of CPV on CE. Customer value consciousness (CVC) is incorporated into the model as a boundary condition of the hypothesized positive impacts of CPV on CE and RQ. Findings demonstrate support to the relationships hypothesized. Further, the study develops the ‘value get, value’ framework to extend research on customer relationship and engagement. Findings are discussed in detail with implications for theory and practice.
Acknowledgements
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Keywords
Customer engagement,Customer value,Relationship quality,Value consciousness,Restaurant,Satisfaction,Trust,Commitment
Fields of Science and Technology Classification
- Economics and Business - Social Sciences
Funding Records
| Funding Reference | Funding Entity |
|---|---|
| UID/GES/00315/2019 | Fundação para a Ciência e a Tecnologia |
Contributions to the Sustainable Development Goals of the United Nations
With the objective to increase the research activity directed towards the achievement of the United Nations 2030 Sustainable Development Goals, the possibility of associating scientific publications with the Sustainable Development Goals is now available in Ciência-IUL. These are the Sustainable Development Goals identified by the author(s) for this publication. For more detailed information on the Sustainable Development Goals, click here.
