Investigating the Key Factors Affecting Behavioral Intentions: Evidence from a Full-Service Restaurant Setting

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dc.contributor.authorJani, Dev
dc.contributor.authorHan, Heesup
dc.date.accessioned2016-06-07T12:35:25Z
dc.date.available2016-06-07T12:35:25Z
dc.date.issued2011
dc.description.abstractPurpose – 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.en_US
dc.identifier.citationJani, 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.en_US
dc.identifier.doi10.1108/09596111111167579
dc.identifier.urihttp://hdl.handle.net/20.500.11810/2413
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Limiteden_US
dc.subjectAffecten_US
dc.subjectBehavioural intentionsen_US
dc.subjectRestaurantsen_US
dc.subjectPerceived priceen_US
dc.subjectRelationship qualityen_US
dc.subjectHospitality servicesen_US
dc.subjectConsumer behaviouren_US
dc.subjectUnited States of Americaen_US
dc.titleInvestigating the Key Factors Affecting Behavioral Intentions: Evidence from a Full-Service Restaurant Settingen_US
dc.typeJournal Article, Peer Revieweden_US
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