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A cross-cultural analysis of perceived value and customer loyalty in restaurants
European Research on Management and Business Economics, 30 (2024), 3; 1-16. https://doi.org/10.1016/j.iedeen.2024.100265
Croitoru, Gabriel; Capatina, Alexandru; Florea, Nicoleta Valentina; Codignola, Federica; Sokolic, Danijela

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Croitoru, G., Capatina, A., Florea, N. V., Codignola, F. i Sokolic, D. (2024). A cross-cultural analysis of perceived value and customer loyalty in restaurants. European Research on Management and Business Economics, 30. (3), 1-16. doi: 10.1016/j.iedeen.2024.100265

Croitoru, Gabriel, et al. "A cross-cultural analysis of perceived value and customer loyalty in restaurants." European Research on Management and Business Economics, vol. 30, br. 3, 2024, str. 1-16. https://doi.org/10.1016/j.iedeen.2024.100265

Croitoru, Gabriel, Alexandru Capatina, Nicoleta Valentina Florea, Federica Codignola i Danijela Sokolic. "A cross-cultural analysis of perceived value and customer loyalty in restaurants." European Research on Management and Business Economics 30, br. 3 (2024): 1-16. https://doi.org/10.1016/j.iedeen.2024.100265

Croitoru, G., et al. (2024) 'A cross-cultural analysis of perceived value and customer loyalty in restaurants', European Research on Management and Business Economics, 30(3), str. 1-16. doi: 10.1016/j.iedeen.2024.100265

Croitoru G, Capatina A, Florea NV, Codignola F, Sokolic D. A cross-cultural analysis of perceived value and customer loyalty in restaurants. European Research on Management and Business Economics [Internet]. 11.2024. [pristupljeno 05.01.2025.];30(3):1-16. doi: 10.1016/j.iedeen.2024.100265

G. Croitoru, A. Capatina, N. V. Florea, F. Codignola i D. Sokolic, "A cross-cultural analysis of perceived value and customer loyalty in restaurants", European Research on Management and Business Economics, vol. 30, br. 3, str. 1-16, Studeni 2024. [Online]. Dostupno na: https://urn.nsk.hr/urn:nbn:hr:192:824169. [Citirano: 05.01.2025.]

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Podaci o radu
Naslov (engleski)A cross-cultural analysis of perceived value and customer loyalty in restaurants
AutorGabriel Croitoru
AutorAlexandru Capatina
AutorNicoleta Valentina Florea
AutorFederica Codignola
AutorDanijela Sokolic
Autorova ustanovaSveučilište u Rijeci
Ekonomski fakultet
Znanstveno / umjetničko
područje, polje i grana		DRUŠTVENE ZNANOSTI
Ekonomija
Organizacija i menadžment
Sažetak (engleski)
This paper explores the relationships between the social, emotional, functional, epistemic and conditional value perceived by customers and the key customer outcomes of satisfaction, retention and loyalty in the restaurant industry. Partial least squares structural equation modelling (PLS-SEM) is applied to a cross-sectional sample of 365 restaurant clients from Romania, Italy and Croatia. The analysis reveals significant cross-cultural variations in how these five kinds of value affect customer satisfaction. The findings reveal that emotional value is the most significant determinant of customer satisfaction in all three cultural contexts. This finding underscores its universal importance in improving customer experiences. In contrast, functional value and conditional value have context-dependent effects, with greater relevance in certain countries. In particular, social value negatively influences satisfaction in Italy, suggesting that social aspects may not be aligned with consumer expectations across cultures. These findings provide actionable insights for restaurant managers. They highlight the importance of boosting emotional engagement and tailoring service strategies to culturally specific customer preferences. Doing so can ultimately lead to greater customer satisfaction, retention and loyalty.
Ključne riječi (engleski)
Jezikengleski
Vrsta publikacijeZnanstveni rad - Izvorni znanstveni rad
Status objaveObjavljen
Vrsta recenzijeRecenziran - međunarodna recenzija
Verzija publikacijeObjavljena verzija rada (izdavačev PDF)
Naslov časopisaEuropean Research on Management and Business Economics
Brojčani podacivol. 30, br. 3, str. 1-16, 100265
p-ISSN2444-8834
e-ISSN2444-8842
DOIhttps://doi.org/10.1016/j.iedeen.2024.100265
URN:NBNurn:nbn:hr:192:824169
Datum objave publikacije2024-11
ProjektŠifra: ZIP-UNIRI-2023-16
Naziv (hrvatski): Redefiniranje okvira za utvrđivanje razmjera i utjecaja novih modela rada
Naziv (engleski): Redefining the framework for establishing the scope and impact of emerging work patterns
Kratica: Labor 22
Voditelj: Danijela Sokolić
Pravna nadležnost: Hrvatska
Financijer: Sveučilište u Rijeci
Linija financiranja: ZIP UNIRI
URL dokumentahttps://linkinghub.elsevier.com/retrieve/pii/S244488342400024X
Vrsta resursaTekst
Prava pristupaOtvoreni pristup
Uvjeti korištenjaIkona licence Imenovanje-Nekomercijalno 4.0 međunarodna (CC BY-NC 4.0)
Datum i vrijeme pohrane2024-11-26 13:02:39