Abstract
Purpose- The impacts of eight dimensions, including customer communication, customer relationship management, customer satisfaction, customer loyalty, strategy management, customer trust, and service quality, on the business of specialty coffee shops were investigated, Methodology- A questionnaire was designed to collect the data from 197 valid respondents; Structural Equation Modeling (SEM) was utilized to analyze the data, and finally, Smart PLS was employed to validate the structural model. Findings- Nine of the eleven hypothesized relationships were confirmed and supported, while two were not supported. Conclusion- Results of this study can provide business owners of specialty coffee shops with valuable information and management implications.
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