Place attachment in coffee shops: a customer perspective study in North Cyprus

Abstract

PurposeThis study aims to develop a better understanding of the key determinants of repetitive visits to coffee shops. The paper intends to answer a simple, yet crucial question, Why do people go to coffee shops repeatedly, and frequently?.Design/methodology/approachTwo coffee shops in North Cyprus are used as case studies in order to provide in-depth information about the perceptions and experiences of coffee shop clients, managers and staff. An inductive methodological structure together with qualitative data collection methods provided a rich, exploratory setting.FindingsA social network of customers and employees, communication with familiar people and sharing a homely feel are found to be the key determinants of clients' attachment. Comfort, security, sense of belonging and the convenience of the place also play a pivotal role. The traditional habit of coffee drinking is a prime motivation for people of this area to meet up and socialize.Practical implicationsManagers can optimize operational results as it is evident that social and cultural elements are the key drivers for repeat customer visits, while regional planners can set society-driven policies.Originality/valueThis study contributes to the literature by using a holistic approach to understand the factors which influence revisit intentions of coffee shop clients in relation to the third place, the place attachment and the service space concepts. The research approach employed is also significant as it enabled the presentation of the real-life dynamics and its relation to the literature.