International Research journal of Management Science and Technology

  ISSN 2250 - 1959 (online) ISSN 2348 - 9367 (Print) New DOI : 10.32804/IRJMST

Impact Factor* - 6.2311


**Need Help in Content editing, Data Analysis.

Research Gateway

Adv For Editing Content

   No of Download : 46    Submit Your Rating     Cite This   Download        Certificate

CUSTOMER’S RETENTION IN THE SPECIAL FOOD OUTLETS: AN EXAMPLE FROM EASTERN UTTAR PRADESH

    2 Author(s):  DR. SUDHANSHU SINGH , AMIT KUMAR PANDEY

Vol -  6, Issue- 1 ,         Page(s) : 32 - 50  (2015 ) DOI : https://doi.org/10.32804/IRJMST

Abstract

Abstract In today’s changing world, every business is trying to achieve competitive advantage, increase customer loyalty and improve efficiency. With more choices for the ever more demanding customers, food outlet businesses face the some intense competition. The purpose of this study is to identify attributes of customer retention for the specialty food outlets in eastern Uttar Pradesh. A sample of specialised food outlets in eastern Uttar Pradesh is surveyed using a structured questionnaire. Results show that few factors play an important role in customer retention. Strategies for food outlets managers to increase customer loyalty, thus customer retention, are provided as well as future research suggestions.

1. Ahmad, R. and F. Buttle. 2002. Customer retention management: a reflection of theory and practice. Marketing Intelligence and Planning  20 (3): 149-161.
2. Auh, S. and M.D. Johnson. 2005. Compatibility effects in evaluations of satisfaction and loyalty. Journal of Economic Psychology 26: 35-37.
3. Backman, S.J and C. Veldkamp. 1995. Examination of the relationships between service quality and user loyalty. Journal of Park and Recreation Administration 13 (2): 29-41.
4. Baloglu, S. 2002. Dimensions of customer loyalty: separating friends from well wishers. Cornell  Hotel and Restaurant Administration Quarterly (February): 47-59.
5. Beatty, S.E., P Homer and L.R. Kahle. 1988. The involvement commitment model: theory and implications. Journal of Business Research 16 (2): 149-167.
6. Bessier J. 1998. Local development and heritage: traditional food and cuisine as tourist attractions in rural areas. European Society for Rural Sociology 38 (1): 21-34.
7. Bowen, J.T and S. Shoemaker. 1998. Loyalty: a strategic commitment. Cornell Hotel and Restaurant Administration Quarterly 2 (February): 12-35.
8. Butcher, K, B Sparks and  F O’ Callaghan. 2001. Evaluative and relational influences on service loyalty. International Journal of Service Industry Management 12 (4): 310-327.
9. Chebat, J.C and W. Slusarczyk. 2005.   How emotions mediate the effect of perceived justice on loyalty. Journal of Business Research 58: 664-673.
10. Clark,  M.A  and  R.C  Wood.  1998.  Consumer loyalty  in  the  restaurant industry  –  a preliminary exploration of the issues. International Journal of Contemporary Hospitality Management 10 (4): 139-144.
11. Dick  A.S  and  K.  Basu.1994.  Customer  loyalty:  toward  an  integrated  conceptual framework. Journal of Academy of Marketing Science 22 (2): 99-113.
12. Gremler DD and SW Brown. 1999. The loyalty ripple effect appreciating the full value of customers. International Journal of Service Industry Management 10 (3): 271-291.
13. Griffin J. 1995. Customer loyalty: How to earn it and how to keep it. San Francisco: Jossey – Bass Publishers.
14. Javalgi, RG and CR Moberg.1997. Service loyalty: implications for service providers. The Journal of Services Marketing 11 (3): 165-179.
15. Jones, T.O and E.W Sasser. 1995. Why satisfied customers defect. Harvard Business Review 73 (6): 88-99.
16. Kandampully, J, and D Suhartanto. 2000. Customer loyalty in the hotel industry: the role of customer satisfaction and image. International Journal of Contemporary Hospitality Management 12 (6): 346-51. 
17. Kivela J, R Inbakaran R and J Reece . 2000. Consumer research in the restaurant environment. Part 3: analysis, findings and conclusions. International Journal of Contemporary Hospitality Management 12 (1): 13-30.
18. Long M.M and L.G Schiffman. 2000. Consumption values and relationships: segmenting the market for frequency programs. Journal of Consumer Marketing 17 (3): 214-232.
19. Mack R, R Mueller, J Crotts and A. Broderick. 2000. Perceptions, corrections and defections: implications for service recovery in the restaurant industry. Managing Service Quality 10 (6): 339-346.
20. Mattila,  AS.  1998.  Emotional  bonding  and  restaurant  loyalty.  Cornell  Hotel  and Restaurant Administration Quarterly (December): 73-79.
21. Mattila, AS.  2001.  The effectiveness of  service recovery in  a  multi-industry setting. Journal of Services Marketing 15 (7): 583-596.
22. McDougall, GHG and T. Levesque. 2000.Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing 1: 45-51.
23. McIlroy A. and S. Barnett.2000. Building customer relationships: do discount cards work? Managing Service Quality 10 (6): 347-355.
24. McMullan, R and A. Gilmore. 2003.The conceptual development of customer loyalty measurement: A proposed scale. Journal of Targeting, Measurement and Analysis for Marketing 11 (3): 230-243.
25. Morrison, AM.1989. Hospitality and Travel Marketing. New York: Delmar Publishers. Nguyen N, G. Leblanc. 2001. Corporate image and corporate reputation in customers’ retention decisions in services. Journal of Retailing and Consumer Services 8: 227-236.
26. Oliver, R.L. 1993. Cognitive, affective and attribute base of the satisfaction response. Journal of Consumer Research  20: 418-430.
27. O’Malley L and A. Prothero. 2004. Beyond the frills of relationship marketing. Journal of Business Research 57: 1286-1294.
28. Parasuraman A, V.A. Zeithaml and L.L Berry. 1994. Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing 58: 111-124.
29. Petrick J.F, S.J Backman.2002. An examination of golf travelers’ satisfaction, perceived value, loyalty, and intentions to revisit. Tourism Analysis 6 (3/4): 223-237.
30. Reichheld, F.F. 1996. The Loyalty Effect, Boston: Harvard Business School Press.
31. Rooney, J.S. 1995. Branding: a trend for today and tomorrow. Journal of Product & Brand Management 4 (4): 48-55.
32. Rosenberg L. and J. Czepial. 1984. A marketing approach for customer retention. Journal of Customer Marketing 1: 45-51.
33. Ruyter K.D, M. Wetzels and J. Bloemer. 1998. On the relationship between perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management 9 (5): 436-453.
34. Ryan C. and R. Garland. 1999. The use of a specific non-response option on Likert-type scales. Tourism Management 20: 107-113.
35. Shoemaker  S.  and  R.C.  Lewis.1999.  Customer  loyalty:  The  future  of  hospitality marketing. Hospitality Marketing 18: 345-370.
36. Sparks B., J. Bowen and S. Klag.2003. Restaurants and the tourist market. International Journal of Contemporary Hospitality Management 15 (3): 6-13.
37. Spiteri J.M. and P.A Dion.2004. Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries. Industrial Marketing Management 33: 675-687.
38. Stank T.P, T.J. Goldsby and S.K. Vickery. 1999. Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry. Journal of Operations Management 17: 429- 447.
39. Tepeci M. 1999.Increasing brand loyalty in the hospitality industry. International Journal of Contemporary Hospitality Management 11 (5): 223-229.
40. Thelen E.M and A.G. Woodside. 1997. What evokes the brand or store? Consumer research  on  Accessibility  theory  applied  to  modeling  primary  choice.  International Journal of Research in Marketing 14: 125-145.
41. Tsaur S.H, Y.C. Chiu and C.H Huang.2002. Determinants of guest loyalty to international tourist hotels–a neutral network approach. Tourism Management 23: 397-405.
42. Whyte  R.  2002.  Loyalty  marketing  and  frequent  flyer  programmes:  Attitudes  and attributes of corporate travelers, Journal of Vacation Marketing 9 (1): 17-34.
43. Wirta J.2003. Halo in customer satisfaction measures. The role of purpose of rating, number of attributes and customer involvement. International Journal of Service Industry Management 14 (1): 96-119.
44. Woodside A.G and E.M Moore. 1987. Competing resort hotels word-of-mouth communication and guest retention. Tourism Management 8 (4): 323-328.

*Contents are provided by Authors of articles. Please contact us if you having any query.






Bank Details