Investigating the key factors affecting behavioral intentions

Dev Jani · Heesup Han

207 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

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.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 207 citations exist upstream.

References

1988Structural equation modeling in practice: A review and recommended two-step approach.1994The Commitment-Trust Theory of Relationship Marketing 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 2000Structural equation modeling with AMOS: basic concepts, applications, and programming 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun 2010Satisfaction: a behavioral perspective on the consumer 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective

Cited by

2018Exploring halal-friendly destination attributes in South Korea: Perceptions and behaviors of Muslim travelers toward a non-Muslim destination 2018Effect of general risk on trust, satisfaction, and recommendation intention for halal food 2015Factors influencing sport tourists’ revisit intentions 2018Consequences of Consumer Engagement in Service Marketing: An Empirical Exploration 2014

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.