Determinants of dining satisfaction and post-dining behavioral intentions

International Journal of Hospitality Management

Volumn 27, Issue 4, 2008, Pages 563-573

  Ladhari, Riadh ^a   Brun, Isabelle ^a   Morales, Miguel ^b  

^a UNIVERSITÉ DE MONCTON   (Canada)

^b SAINT MARY S UNIVERSITY   (Canada)

Author keywords

Emotions; Loyalty; Recommendation; Restaurant services; Satisfaction; Service quality

Indexed keywords

EID: 50149096391     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2007.07.025     Document Type: Article

References (44)

1. Athanassopoulos A., Gounaris S., and Stathakopoulos V. Behavioural responses to customer satisfaction: an empirical study. European Journal of Marketing 35 5/6 (2001) 687-707
2. Bagozzi R.P., and Yi Y. On the evaluation of structural equation models. Journal of Academy of Marketing Science 16 1 (1988) 74-94
3. Barsky J., and Nash L. Evoking emotion: affective keys to hotel loyalty. Cornell Hotel and Restaurant Administration Quarterly 43 1 (2002) 39-46
4. Bigné J.E., Andreu L., and Gnoth J. The theme park experience: an analysis of pleasure, arousal and satisfaction. Tourism Management 26 6 (2005) 833-843
5. Bitner M.J., Brown S.W., and Meuter M.L. Technology infusion in service encounters. Journal of the Academy of Marketing 28 1 (2000) 138-149
6. Byrne B.M. Structural Equation Modeling with EQS and EQS/Windows: Basic Concepts, Applications, and Programming (1994), Sage, Thousand Oaks, CA
7. Cheng K.-W. What consumers need from restaurants: an empirical study on different classes of restaurants in Taiwan and their customer service. Journal of American Academy of Business 8 1 (2006) 156-162
8. Chow I.H., Lau V.P., Lo T.W., Sha Z., and Yun H. Service quality in restaurant operations in China: decision- and experiential-oriented perspectives. International Journal of Hospitality Management 26 3 (2007) 698-710
9. Dhar R., and Wertenbroch K. Consumer choice between hedonic and utilitarian goods. Journal of Marketing Research 37 1 (2000) 60-71
10. Dubé L., Renaghan L.M., and Miller J.M. Measuring customer satisfaction for strategic management. Cornell Hotel and Restaurant Administration Quarterly 35 1 (1994) 39-47
11. Dubé-Rioux, L., 1990. The power of affective reports in predicting satisfaction judgments. In: Goldberg, M.E., Gorn, G., Pollay, R.W., (Eds.), Advances in Consumer Research, vol. 17. Provo, UT: Association for Consumer Research, pp. 571-576.
12. Edvardsson B. Service quality: beyond cognitive assessment. Managing Service Quality 15 2 (2005) 127-131
13. Gale, B., 1992. Monitoring customer satisfaction and market-perceived quality. American Marketing Association, Worth Repeating Series, Number 922CSO I.
14. Grönroos C. A service quality model and its marketing implications. European Journal of Marketing 18 4 (1984) 36-44
15. Hirschman E., and Holbrook M.B. Hedonic consumption: emerging concepts, methods and propositions. Journal of Marketing 46 (1982) 92-101
16. Iglesias M.P., and Guillén M.J.Y. Perceived quality and price: their impact on the satisfaction of restaurant customers. International Journal of Contemporary Hospitality Management 16 6 (2004) 373-379
17. Izard C.E. Human Emotions (1977), Plenum, New York
18. Kivela J. Restaurant marketing: selection and segmentation in Hong Kong. International Journal of Contemporary Hospitality Management 9 3 (1997) 116-123
19. Kivela J., Inbakaran R., and Reece J. Consumer research in the restaurant environment, part 1: a conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management 11 5 (1999) 205-222
20. Kivela J., Reece J., and Inbakaran R. Consumer research in the restaurant environment, part 2: research design and analytical methods. International Journal of Contemporary Hospitality Management 11 6 (1999) 269-286
21. Kivela J., Inbakaran R., and Reece J. Consumer research in the restaurant environment, part 3: analysis, findings and conclusions. International Journal of Contemporary Hospitality Management 12 1 (2000) 13-30
22. Liljander V., and Strandvik T. Emotions in service satisfaction. International Journal of Service Industry Management 8 2 (1997) 48-69
23. Mattila A.S. Emotional bonding and restaurant loyalty. Cornell Hotel and Restaurant Administration Quarterly 42 6 (2001) 73-79
24. Muller T.E., Tse D.K., and Venkatasubramaniam R. Post-consumption emotions: exploring their emergence and determinants. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 4 (1991) 13-20
25. National Restaurant Association, 2001. Texas gallops ahead in dining-out spending. National Restaurant Association web site. 〈http://www.restaurant.org/rusa/magArticle.cfm?ArticleID=521/〉.
26. Oh H. Service quality, customer satisfaction, and customer value: a holistic perspective. International Journal of Hospitality Management 18 (1999) 67-82
27. Oh H. Diners' perceptions of quality, value, and satisfaction: a practical viewpoint. Cornell Hotel and Restaurant Administration Quarterly 41 3 (2000) 58-66
28. Oliver R.L. Cognitive, affective and attribute bases of the satisfaction response. Journal of Consumer Research 20 (1993) 418-430
29. Oliver R.L. Satisfaction: A Behavioral Perspective on the Consumer (1997), McGraw-Hill, New York
30. Parasuraman A., Zeithaml V.A., and Berry L.L. Perceived service quality as a customer based performance measure: an empirical examination of organizational barriers using an extended service quality model. Human Resource Management 30 3 (1991) 335-364
31. Plutchik R. Emotion: A Psychoevolutionary Synthesis (1980), Harper & Row, New York
32. Price L.L., Arnould E.J., and Deibler S.L. Consumers' emotional responses to service encounters: the influence of the service provider. International Journal of Service Industry Management 6 3 (1995) 34-63
33. Soriano R.D. Customers' expectations factors in restaurants. International Journal of Quality and Reliability Management 19 8-9 (2002) 1055-1067
34. Stevens P., Knutson B., and Patton M. DINESERV: a tool for measuring service quality in restaurant. Cornell Hotel and Restaurant Administration Quarterly 36 2 (1995) 56-60
35. Sulek J.M., and Hensley R.L. The relative importance of food, atmosphere, and fairness of wait: the case of a full-service restaurant. Cornell Hotel and Restaurant Administration 45 3 (2004) 235-247
36. Yu C.-H., Chang H.-C., and Huang G.-L. A study of service quality, customer satisfaction and loyalty in Taiwanese leisure industry. Journal of American Academy of Business 9 1 (2006) 126-132
37. Yu Y.-T., and Dean A. The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management 12 (2001) 234-250
38. Yüksel A., and Yüksel F. Measurement of tourist satisfaction with restaurant services: a segment-based approach. Journal of Vocation Marketing 9 1 (2002) 52-68
39. Westbrook R.A. Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research 24 3 (1987) 258-270
40. Westbrook R.A., and Oliver R.L. The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research 18 1 (1991) 84-91
41. Wirtz J., and Bateson J.E.G. Consumer satisfaction with services: integrating the environmental perspective in services marketing into the traditional disconfirmation paradigm. Journal of Business Research 44 1 (1999) 55-66
42. Wong A. The role of emotional satisfaction in service encounters. Managing Service Quality 14 5 (2004) 365-376
43. Zeithaml V.A. Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing 52 (1988) 2-22
44. Zeithaml V.A., Berry L.L., and Parasuraman A. The behavioural consequences of service quality. Journal of Marketing 60 2 (1996) 31-46