Customer loyalty according to maitres in the catering sector: sociological analysis of the dinescape experience before and during Covid-19

ABSTRACT

Customer loyalty according to maitres in the restaurant sector is analysed from a sociological perspective;considering individual, social and environmental variables, including the Covid-19 pandemic. Sixty-eight semi-structured interviews were conducted with a sample of maitres from restaurants in Zaragoza (Spain). After the analysis, the determinants of loyalty are identified, discovering that the experience is marked by a global perception (dinescape) that will prescribe the future behaviour of the diner and/or gastronomic tourist.