Investigating the Key Factors Affecting Behavioral Intentions: Evidence from a Full-Service Restaurant Setting
| dc.creator | Jani, Dev | |
| dc.creator | Han, Heesup | |
| dc.date | 2016-06-07T12:35:25Z | |
| dc.date | 2016-06-07T12:35:25Z | |
| dc.date | 2011 | |
| dc.date.accessioned | 2018-04-18T12:36:46Z | |
| dc.date.available | 2018-04-18T12:36:46Z | |
| dc.description | Purpose – This study aimed at investigating factors that contribute to increasing full-service restaurant customers’ behavioral intentions. Unlike previous research, this study integrated both affective and cognitive contributors to customer satisfaction and relationship quality in explaining customers’ behavioral intentions. Design/methodology/approach – Data were obtained through a questionnaire survey of full-service restaurant customers in a selected US metropolitan area. The data were subjected to structural equation modeling through the AMOS 5 program. Findings – Among the nine hypothesized paths, six were supported and three new paths were included to improve the model fit. Affect is noted to be a major contributor to both customer satisfaction and behavioral intentions. Customer satisfaction is a direct antecedent to trust but indirect to commitment. Noteworthy is the direct impact of service encounter performance on customer satisfaction. Research limitations/implications – Despite making use of a sample drawn from only a few selected areas and employing some constructs that are liable to expansion, the study has implications for the hospitality industry from both the theoretical and practical points of view. Originality/value – This study reappraises the contributors to behavioral intentions in restaurant settings, providing valuable insight to managers on attracting and satisfying their customers. | |
| dc.identifier | Jani, D. and Han, H., 2011. Investigating the key factors affecting behavioral intentions: Evidence from a full-service restaurant setting. International Journal of Contemporary Hospitality Management, 23(7), pp.1000-1018. | |
| dc.identifier | http://hdl.handle.net/20.500.11810/2413 | |
| dc.identifier | 10.1108/09596111111167579 | |
| dc.identifier.uri | http://hdl.handle.net/20.500.11810/2413 | |
| dc.language | en | |
| dc.publisher | Emerald Group Publishing Limited | |
| dc.subject | Affect | |
| dc.subject | Behavioural intentions | |
| dc.subject | Restaurants | |
| dc.subject | Perceived price | |
| dc.subject | Relationship quality | |
| dc.subject | Hospitality services | |
| dc.subject | Consumer behaviour | |
| dc.subject | United States of America | |
| dc.title | Investigating the Key Factors Affecting Behavioral Intentions: Evidence from a Full-Service Restaurant Setting | |
| dc.type | Journal Article, Peer Reviewed |