Customer satisfaction in the restaurant industry: An examination of the transaction-specific model

Journal of Services Marketing

Volumn 20, Issue 1, 2006, Pages 3-11

  Saad Andaleeb, Syed ^a   Conway, Carolyn ^a  

^a Department of Management Information Systems   (United States)

Author keywords

Catering industry; Customer satisfaction; Restaurants; Service levels; United States of America

Indexed keywords

EID: 33644632796     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040610646536     Document Type: Article

References (37)

1. Andaleeb, S.S. 1998, “Determinants of customer satsifaction with hospitals: a managerial model”, International Journal of Health Care Quality Assurance, Vol. 11 No. 6-7, pp. 181-7.
2. Andaleeb, S.S. and Basu, A.K. 1994, “Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile industry”, Journal of Retailing, Vol. 70, Winter, pp. 367-81.
3. Andaleeb, S.S. and Simmonds, P. 1998, “Explaining user satisfaction with academic libraries: strategic implications”, College and Research Libraries, Vol. 59, March, pp. 156-67.
4. Bearden, W.O. and Teel, J.E. 1983, “Selected determinants of consumer satisfaction and complaints reports”, Journal of Marketing Research, Vol. 20, February, pp. 21-28.
5. Bitner, M.J. 1992, “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56, April, pp. 57-71.
6. Bitner, M.J. and Hubbert, A.R. 1994, “Encounter satisfaction versus overall satisfaction versus quality”, in Ed. Rust, R.T. and Ed. Oliver, R.L. Eds, Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, CA, pp. 76-7.
7. Carman, J. 1990, “Consumer perceptions of service quality: an assessment of SERVQUAL dimensions”, Journal of Retailing, Vol. 66, Spring, pp. 33-55.
8. Cronin, J. and Taylor, S. 1992, “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68.
9. Darley, J.M. and Gilbert, D.T. 1985, “Social psychological aspects of environmental psychology”, in Ed. Lindzey, G. and Ed. Aronson, E. Eds, Handbook of Social Psychology, 3rd ed., Random House, Inc., New York, NY, pp. 949-91.
10. Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Everitt-Bryant, B. 1996, “The American Customer Satisfaction Index: nature, purpose, and findings”, Journal of Marketing, Vol. 60 No. 4, pp. 7-18.
11. Gaski, J.F. and Nevin, J.R. 1985, “The differential effects of exercised and unexercised power sources in a marketing channel”, Journal of Marketing Research, Vol. 22 No. 2, pp. 130-42.
12. Goch, L. 1999, “The 51% niche market”, Best's Review: Life-Health Edition, Vol. 99, pp. 40-43.
13. Grewal, D., Monroe, K.B. and Krishnan, R. 1998, “The effects of price-comparison advertising on buyers' perceptions of acquisitions value, transaction value, and behavioral intentions”, Journal of Marketing, Vol. 62 No. 2, pp. 46-59.
14. Harbaugh, R. 2002, “Proven lessons for generating good mail survey response rates”, Medical Marketing and Media, Vol. 37 No. 10, pp. 70-5.
15. Howard, J. and Sheth, J. 1969, The Theory of Buyer Behavior, John Wiley & Sons, New York, NY.
16. Hunt, K. 1979, Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Marketing Science Institute, Cambridge, MA.
17. Jones, T., Sasser, W. and Earl, W. Jr 1995, “Why satisfied customers defect”, Harvard Business Review, Vol. 73 No. 6, pp. 88-99.
18. Larson, P.D. and Chow, G. 2003, “Total cost-response rate trade-offs in mail survey research: impact of follow-up mailings and monetary incentives”, Industrial Marketing Management, Vol. 32 No. 7, p. 533.
19. Lewis, R.C. and Shoemaker, S. 1997, “Price-sensitivity measurement: a tool for the hospitality industry”, Cornell Hotel and Restaurant Administration Quarterly, Vol. 38, April, pp. 44-47.
20. Mehrabian, A. and Russell, J.A. 1974, An Approach to Environmental Psychology, Massachusetts Institute of Technology, Cambridge, MA.
21. Mogelonsky, M. 1998, “Food on demand”, American Demographics, Vol. 20 No. 1, p. 57.
22. Monroe, K. 1989, “The pricing of services”, in Ed. Congram, C.A. and Ed. Friedman, M.L. Eds, Handbook of Services Marketing, AMACOM, New York, NY, pp. 20-31.
23. National Restaurant Association 2003, Restaurant Industry Forecast: Executive Summary, National Restaurant Association, Washington, DC.
24. Neal, W.D. 1999, “Satisfaction is nice, but value drives loyalty”, Marketing Research, Vol. 11 No. 1, pp. 20-3.
25. Nunnally, J. 1978, Psychometric Theory, 2nd ed., McGraw-Hill, New York, NY.
26. Nyer, P. 1999, “Cathartic complaining as a means of reducing consumer dissatisfaction”, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Vol. 12, pp. 15-25.
27. Oliver, R.L. 1981, “Measurement and evaluation of satisfaction process in retail settings”, Journal of Retailing, Vol. 57, Fall, pp. 25-48.
28. Oliver, R.L. 1987, “An investigation of the interrelationship between consumer dissatisfaction and complaining reports”, in Ed. Wallendorf, M. and Ed. Anderson, P. Eds, Advances in Consumer Research, Vol. 14, Association of Consumer Research, Provo, UT, pp. 218-22.
29. Oliver, R.L. 1997, Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, New York, NY.
30. Parasuraman, A., Zeithaml, V. and Berry, L. 1985, “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
31. Parasuraman, A., Zeithaml, V. and Berry, L. 1988, “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-37.
32. Parasuraman, A., Zeithaml, V. and Berry, L. 1994, “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol. 58 No. 1, pp. 111-24.
33. Singh, J. 1990, “A multifacet typology of patient satisfaction with a hospital”, Journal of Health Care Management, Vol. 10 No. 4, pp. 8-21.
34. Stevens, P. 1995, “DINESERV: a tool for measuring service quality in restaurants”, Cornell Hotel & Restaurant Administration Quarterly, Vol. 36 No. 2, pp. 56-60.
35. Szymanski, D.M. and Henard, D.D. 2001, “Customer satisfaction: a meta-analysis of the empirical evidence”, Journal of the Academy of Marketing Science, Vol. 29 No. 1, pp. 16-35.
36. Teas, K. 1993, “Expectations, performance evaluation, and customers' perceptions of quality”, Journal of Marketing, Vol. 57 No. 4, pp. 18-34.
37. Zeithaml, V. and Bitner, M.J. 2003, Services Marketing, 3rd ed., McGraw-Hill Irwin, Boston, MA.