Client-oriented service as a dominant factor for forming consumer loyalty at restaurants
Year: 2019
Type: article
Abstract: A feature of the modern restaurant market is openness in competitive conditions, which requires businesses to form special competitive advantages among those who have a longer experience in conducting economic activities.The article is devoted to the research of consumer loyalty questions formation of at the enterprises of restaurant industry from the point of view of "customer oriented service". Key approaches to the modeling of a restaurant product are identified, the definition of the restaurant product constituents a in terms of the regulatory framework is proposed. The concept of service and "customer-oriented service" are differentiated. The separation of the function of the restaurant economy – the organization of service, as dominant in the modern service economy, in the context of "customer-oriented service" is substantiated. The relationship of service and loyalty is investigated; the role of "customer-oriented service" in the formation of loyalty in the restaurant industry is analyzed.
Author: Antoshkova, Nataliia A.
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W4288114522