Search
  Advanced Search
 
Journal search
Journal cover: International Journal of Contemporary Hospitality Management

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Online from: 1989

Subject Area: Tourism and Hospitality

Content: Latest Issue | icon: RSS Latest Issue RSS | Previous Issues

Options: To add Favourites and Table of Contents Alerts please take a Emerald profile

Previous article.Icon: Print.Table of Contents.Next article.Icon: .

Investigating the key factors affecting behavioral intentions: Evidence from a full-service restaurant setting


Document Information:
Title:Investigating the key factors affecting behavioral intentions: Evidence from a full-service restaurant setting
Author(s):Dev Jani, (Department of Tourism Management, College of Business Administration, Dong-A University, Busan, South Korea), Heesup Han, (Department of Tourism Management, College of Business Administration, Dong-A University, Busan, South Korea)
Citation:Dev Jani, Heesup Han, (2011) "Investigating the key factors affecting behavioral intentions: Evidence from a full-service restaurant setting", International Journal of Contemporary Hospitality Management, Vol. 23 Iss: 7, pp.1000 - 1018
Keywords:Affect, Behavioural intentions, Consumer behaviour, Hospitality services, Perceived price, Relationship quality, Restaurants, United States of America
Article type:Research paper
DOI:10.1108/09596111111167579 (Permanent URL)
Publisher:Emerald Group Publishing Limited
Acknowledgements:This study was supported by research funds from Dong-A University.
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.



Fulltext Options:

Login

Login

Existing customers: login
to access this document

Login


- Forgot password?
- Athens/Institutional login

Purchase

Purchase

Downloadable; Printable; Owned
HTML, PDF (169kb)Purchase

To purchase this item please login or register.

Login


- Forgot password?

Recommend to your librarian

Complete and print this form to request this document from your librarian


Marked list


Bookmark & share

Reprints & permissions