| 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.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.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.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 |
|