Access the full text.
Sign up today, get DeepDyve free for 14 days.
R. Morgan, S. Hunt (1994)
The Commitment-Trust Theory of Relationship MarketingJournal of Marketing, 58
H. Mano, R. Oliver (1993)
Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and SatisfactionJournal of Consumer Research, 20
A. Mattila, Heejung Ro (2008)
Discrete Negative Emotions and Customer Dissatisfaction Responses in a Casual Restaurant SettingJournal of Hospitality & Tourism Research, 32
Deanna Kempf (1999)
Attitude formation from product trial: Distinct roles of cognition and affect for hedonic and functional productsPsychology & Marketing, 16
Bruce Keillor, G. Hult, D. Kandemir (2004)
A Study of the Service Encounter in Eight CountriesJournal of International Marketing, 12
Christian Homburg, Nicole Koschate, Wayne Hoyer (2006)
The Role of Cognition and Affect in the Formation of Customer Satisfaction: A Dynamic PerspectiveJournal of Marketing, 70
Andrew Farrell, A. Souchon, Geoffrey Durden (2001)
Service Encounter Conceptualisation: Employees' Service Behaviours and Customers' Service Quality PerceptionsJournal of Marketing Management, 17
V. Ozdemir, K. Hewett (2010)
The Effect of Collectivism on the Importance of Relationship Quality and Service Quality for Behavioral Intentions: A Cross-National and Cross-Contextual AnalysisJournal of International Marketing, 18
C. Wu, Rong-Da Liang (2009)
Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants.International Journal of Hospitality Management, 28
Clark Kincaid, Ş. Baloğlu, Z. Mao, J. Busser (2010)
What really brings them back?: the impact of tangible quality on affect and intention for casual dining restaurant patrons.International Journal of Contemporary Hospitality Management, 22
H. Marsh, D. Hocevar (1988)
A new, more powerful approach to multitrait-multimethod analyses: Application of second-order confirmatory factor analysis.Journal of Applied Psychology, 73
Kisang Ryu, Heesup Han, S. Jang (2010)
Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast‐casual restaurant industryInternational Journal of Contemporary Hospitality Management, 22
E. Anderson, C. Fornell, D. Lehmann (1994)
Customer Satisfaction, Market Share, and Profitability: Findings from SwedenJournal of Marketing, 58
G. Bitran, J. Ferrer, P. Oliveira (2008)
OM Forum - Managing Customer Experiences: Perspectives on the Temporal Aspects of Service EncountersManuf. Serv. Oper. Manag., 10
W. Kim, Yong-Ki Lee, Young-Jin Yoo (2006)
Predictors of Relationship Quality and Relationship Outcomes in Luxury RestaurantsJournal of Hospitality & Tourism Research, 30
Y. Yu, Alison Dean (2001)
The contribution of emotional satisfaction to consumer loyaltyInternational Journal of Service Industry Management, 12
V. Zeithaml (1988)
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:Journal of Marketing, 52
Hean Keh, Yi Xie (2009)
Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment ☆Industrial Marketing Management, 38
James Anderson, D. Gerbing (1988)
STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACHPsychological Bulletin, 103
Heesup Han, Kisang Ryu (2007)
Moderating Role of Personal Characteristics in Forming Restaurant Customers' Behavioral Intentions: An Upscale Restaurant SettingJournal of Hospitality & Leisure Marketing, 15
Vikas Mittal, W. Kamakura (2001)
Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer CharacteristicsJournal of Marketing Research, 38
Heesup Han, K. Back, B. Barrett (2010)
A consumption emotion measurement development: a full-service restaurant settingThe Service Industries Journal, 30
C. O'Reilly, Jennifer Chatman (1986)
Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior.Journal of Applied Psychology, 71
L. Bove, L. Johnson (2001)
Customer relationships with service personnel: do we measure closeness, quality or strength?Journal of Business Research, 54
Jean-Louis Chandon, P. Léo, Jean Philippe (1997)
Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnelInternational Journal of Service Industry Management, 8
R. Oliver (1996)
Satisfaction: A Behavioral Perspective On The Consumer
C. Muller, R. Woods (1994)
An Expanded Restaurant TypologyCornell Hotel and Restaurant Administration Quarterly, 35
I. Lin (2004)
Evaluating a servicescape: the effect of cognition and emotionInternational Journal of Hospitality Management, 23
R. Bagozzi, M. Gopinath, Prashanth Nyer (1999)
The role of emotions in marketingJournal of the Academy of Marketing Science, 27
Ruben Cáceres, N. Paparoidamis (2007)
Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyaltyEuropean Journal of Marketing, 41
K. Choi, Woo-hyun Cho, Sunghee Lee, Hanjoon Lee, Chankon Ki, Peter Soderholm (2004)
The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean studyQuality Engineering, 50
Wansoo Kim, Heesup Han (2008)
Determinants of Restaurant Customers' Loyalty Intentions: A Mediating Effect of Relationship QualityJournal of Quality Assurance in Hospitality & Tourism, 9
K. Bollen (1987)
Total, Direct, and Indirect Effects in Structural Equation ModelsSociological Methodology, 17
R. Oliver (1993)
Cognitive, affective, and attribute bases of the satisfaction response.Journal of Consumer Research, 20
K. Titz (2008)
Experiential consumption: Affect — emotions — hedonism
B. Shiv, Alexander Fedorikhin (1999)
Heart and Mind in Conflict: The Interplay of Affect and Cognition in Consumer Decision MakingJournal of Consumer Research, 26
S. Halliday (2004)
How ‘placed trust’ works in a service encounterJournal of Services Marketing, 18
B. Byrne (2010)
Structural equation modeling with AMOS
Heesup Han, Wansoo Kim (2009)
OUTCOMES OF RELATIONAL BENEFITS: RESTAURANT CUSTOMERS' PERSPECTIVEJournal of Travel & Tourism Marketing, 26
Arjun Chaudhuri (2006)
Chapter 2 – Emotion and Reason
B. Edvardsson (2005)
Service quality: beyond cognitive assessmentManaging Service Quality, 15
David Burns, Lewis Neisner (2006)
Customer satisfaction in a retail settingInternational Journal of Retail & Distribution Management, 34
Heesup Han, K. Back, B. Barrett (2009)
Influencing factors on restaurant customers' revisit intention: the roles of emotions and switching barriers.International Journal of Hospitality Management, 28
L. Dubé, K. Menon (2000)
Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactionsInternational Journal of Service Industry Management, 11
M. Sobel (1987)
Direct and Indirect Effects in Linear Structural Equation ModelsSociological Methods & Research, 16
D.J. Burns, L. Neisner
Customer satisfaction in a retail setting: the contribution of emotion
Irene Gil, Gloria Berenguer, A. Cervera (2008)
The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships ☆Industrial Marketing Management, 37
Arjun Chaudhuri (2006)
Emotion and reason in consumer behavior
M. Holbrook, E. Hirschman (1982)
The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and FunJournal of Consumer Research, 9
Heesup Han, Kisang Ryu (2009)
The Roles of the Physical Environment, Price Perception, and Customer Satisfaction in Determining Customer Loyalty in the Restaurant IndustryJournal of Hospitality & Tourism Research, 33
Gordon Fullerton (2005)
How commitment both enables and undermines marketing relationshipsEuropean Journal of Marketing, 39
Atìla Yüksel, Fisun Yüksel (2003)
Measurement of tourist satisfaction with restaurant services: A segment-based approachJournal of Vacation Marketing, 9
A. Mattila, C. Enz (2002)
The Role of Emotions in Service EncountersJournal of Service Research, 4
M. Canniére, P. Pelsmacker, Maggie Geuens (2010)
Relationship Quality and Purchase Intention and Behavior: The Moderating Impact of Relationship StrengthJournal of Business and Psychology, 25
J. Bigné, A. Mattila, L. Andreu (2008)
The impact of experiential consumption cognitions and emotions on behavioral intentionsJournal of Services Marketing, 22
Linda Price, E. Arnould, Sheila Deibler (1995)
Consumers’ emotional responses to service encountersInternational Journal of Service Industry Management, 6
J. Peter, J. Olson (1990)
Consumer Behavior and Marketing Strategy
Riadh Ladhari, Isabelle Brun, Miguel Morales (2008)
Determinants of dining satisfaction and post-dining behavioral intentions.International Journal of Hospitality Management, 27
Bertil Hultén (2007)
Customer segmentation: The concepts of trust, commitment and relationshipsJournal of Targeting, Measurement and Analysis for Marketing, 15
R. Zajonc, H. Markus (1982)
Affective and Cognitive Factors in PreferencesJournal of Consumer Research, 9
J. Bigné, L. Andreu, J. Gnoth (2005)
The theme park experience: an analysis of pleasure, arousal and satisfaction.Tourism Management, 26
Haemoon Oh (2000)
The Effect of Brand Class, Brand Awareness, and Price on Customer Value and Behavioral IntentionsJournal of Hospitality & Tourism Research, 24
L.L. Price, E.J. Arnould, S.L. Deibler
Consumers' emotional responses to service encounters: the influence of the service provider
Lawrence Crosby, K. Evans, D. Cowles (1990)
Relationship Quality in Services Selling: An Interpersonal Influence Perspective:Journal of Marketing, 54
C. Moorman, G. Zaltman, Rohit Deshpandé (1992)
Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between OrganizationsJournal of Marketing Research, 29
James Maxham, R. Netemeyer (2002)
Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intentJournal of Retailing, 78
C. Lashley (2008)
Marketing hospitality and tourism experiences
D. Martin, M. O'Neill, S. Hubbard, A. Palmer (2008)
The role of emotion in explaining consumer satisfaction and future behavioural intentionJournal of Services Marketing, 22
M. Iglesias, M. Guillén (2004)
Perceived quality and price: their impact on the satisfaction of restaurant customersInternational Journal of Contemporary Hospitality Management, 16
G. Gilbert, C. Veloutsou, M. Goode, L. Moutinho (2004)
Measuring customer satisfaction in the fast food industry: a cross‐national approachJournal of Services Marketing, 18
Veronica Liljander, T. Strandvik (1997)
Emotions in service satisfactionInternational Journal of Service Industry Management, 8
James Walker (1995)
Service encounter satisfaction: conceptualizedJournal of Services Marketing, 9
B. Byrne (2000)
Structural equation modeling with EQS : basic concepts, applications, and programming
M.C. Spears, M.B. Gregoire
Foodservice Organization: A Managerial and System Approach
C. Ok, K. Back, C. Shanklin (2005)
Modeling Roles of Service Recovery Strategy: A Relationship-Focused ViewJournal of Hospitality & Tourism Research, 29
K. Schoefer, A. Diamantopoulos (2008)
Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scaleService Business, 2
Sajeev Varki, M. Colgate (2001)
The Role of Price Perceptions in an Integrated Model of Behavioral IntentionsJournal of Service Research, 3
Ellen Garbarino, Mark Johnson (1999)
The Different Roles of Satisfaction, Trust, and Commitment in Customer RelationshipsJournal of Marketing, 63
J. Nunnally, McGraw-Hill New (1978)
Psychometric Theory: NY.
V. Zeithaml (1984)
Issues in Conceptualizing and Measuring Consumer Response to PriceACR North American Advances
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.
International Journal of Contemporary Hospitality Management – Emerald Publishing
Published: Oct 4, 2011
Keywords: Affect; Behavioural intentions; Restaurants; Perceived price; Relationship quality; Hospitality services; Consumer behaviour; United States of America
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.