메뉴 건너뛰기




Volumn 34, Issue 3, 2010, Pages 310-329

Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price

Author keywords

behavioral intention; perceived price; quality dimensions (food service and physical environment); quick casual restaurants; satisfaction

Indexed keywords


EID: 77955914572     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/1096348009350624     Document Type: Article
Times cited : (455)

References (63)
  • 2
    • 19944400089 scopus 로고    scopus 로고
    • Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkish mobile phone market
    • Aydin, S., Ozer, G., & Arasil, O. (2005). Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkish mobile phone market. Marketing Intelligence & Planning, 23, 89-103.
    • (2005) Marketing Intelligence & Planning , vol.23 , pp. 89-103
    • Aydin, S.1    Ozer, G.2    Arasil, O.3
  • 3
  • 4
    • 0023020183 scopus 로고
    • The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations
    • Baron, R.M., & Kenny, D.A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, 1173-1182.
    • (1986) Journal of Personality and Social Psychology , vol.51 , pp. 1173-1182
    • Baron, R.M.1    Kenny, D.A.2
  • 5
    • 84965506945 scopus 로고
    • Customer satisfaction in the hotel industry: Meaning and measurement
    • Barsky, J.D. (1992). Customer satisfaction in the hotel industry: Meaning and measurement. Hospitality Research Journal, 16, 51-73.
    • (1992) Hospitality Research Journal , vol.16 , pp. 51-73
    • Barsky, J.D.1
  • 6
    • 0002866667 scopus 로고
    • Evaluating service encounters: The effects of physical surroundings and employee responses
    • Bitner, M.J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69-82.
    • (1990) Journal of Marketing , vol.54 , Issue.2 , pp. 69-82
    • Bitner, M.J.1
  • 7
    • 0001926055 scopus 로고
    • Servicescapes: The impact of physical surroundings on customers and employees
    • Bitner, M.J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
    • (1992) Journal of Marketing , vol.56 , Issue.2 , pp. 57-71
    • Bitner, M.J.1
  • 8
    • 85036325219 scopus 로고    scopus 로고
    • On the relationship between store image, store satisfaction and store loyalty
    • Bloemer, J., & Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32, 499-513.
    • (1998) European Journal of Marketing , vol.32 , pp. 499-513
    • Bloemer, J.1    Ruyter, K.2
  • 9
    • 0035612804 scopus 로고    scopus 로고
    • Some new thoughts on conceptualizing perceived service quality: A hierarchical approach
    • Brady, M.K., & Cronin, J.J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34-49.
    • (2001) Journal of Marketing , vol.65 , Issue.3 , pp. 34-49
    • Brady, M.K.1    Cronin, J.J.2
  • 10
    • 85135343288 scopus 로고    scopus 로고
    • Service quality and satisfaction: The moderating role of value
    • Caruana, A., Money, A.H., & Berthon, P.R. (2000). Service quality and satisfaction: The moderating role of value. European Journal of Marketing, 34, 1338-1352.
    • (2000) European Journal of Marketing , vol.34 , pp. 1338-1352
    • Caruana, A.1    Money, A.H.2    Berthon, P.R.3
  • 11
    • 13244259631 scopus 로고    scopus 로고
    • The impact of perceived physical environments on customers' satisfaction and return intentions
    • Chang, K. (2000). The impact of perceived physical environments on customers' satisfaction and return intentions. Journal of Professional Services Marketing, 21(2), 75-85.
    • (2000) Journal of Professional Services Marketing , vol.21 , Issue.2 , pp. 75-85
    • Chang, K.1
  • 12
    • 0037677899 scopus 로고    scopus 로고
    • Impact of ambient odors on mall shoppers' emotions, cognition, and spending
    • Chebat, J., & Michon, R. (2003). Impact of ambient odors on mall shoppers' emotions, cognition, and spending. Journal of Business Research, 56, 529-539.
    • (2003) Journal of Business Research , vol.56 , pp. 529-539
    • Chebat, J.1    Michon, R.2
  • 14
    • 84992933399 scopus 로고    scopus 로고
    • Consumer loyalty in the restaurant industry: A preliminary exploration of the issues
    • Clark, A.C., & Wood, R.C. (1998). Consumer loyalty in the restaurant industry: A preliminary exploration of the issues. International Journal of Contemporary Hospitality Management, 10(4), 139-144.
    • (1998) International Journal of Contemporary Hospitality Management , vol.10 , Issue.4 , pp. 139-144
    • Clark, A.C.1    Wood, R.C.2
  • 15
    • 58149366488 scopus 로고
    • Statistical tests for moderator variables: Flaws in analyses recently proposed
    • Cronbach, L.J. (1987). Statistical tests for moderator variables: Flaws in analyses recently proposed. Psychological Bulletin, 102, 414-417.
    • (1987) Psychological Bulletin , vol.102 , pp. 414-417
    • Cronbach, L.J.1
  • 16
    • 0002381637 scopus 로고
    • Measuring service quality: A reexamination and extension
    • Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55-68.
    • (1992) Journal of Marketing , vol.56 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 17
    • 0031161244 scopus 로고    scopus 로고
    • Merging service quality and service satisfaction: An empirical test of an integrative model
    • Deruyter, K., Bloemer, J., & Peeters, P. (1997). Merging service quality and service satisfaction: An empirical test of an integrative model. Journal of Economic Psychology, 18, 387-406.
    • (1997) Journal of Economic Psychology , vol.18 , pp. 387-406
    • Deruyter, K.1    Bloemer, J.2    Peeters, P.3
  • 18
    • 33845610555 scopus 로고    scopus 로고
    • The relationship between restaurant service quality and consumer loyalty among the elderly
    • Fu, Y., & Parks, S.C. (2001). The relationship between restaurant service quality and consumer loyalty among the elderly. Journal of Hospitality & Tourism Research, 25, 320-336.
    • (2001) Journal of Hospitality & Tourism Research , vol.25 , pp. 320-336
    • Fu, Y.1    Parks, S.C.2
  • 19
    • 0033423162 scopus 로고    scopus 로고
    • The different roles of satisfaction, trust, and commitment in customer relationships
    • Garbarino, E., & Johnson, M.S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
    • (1999) Journal of Marketing , vol.63 , Issue.2 , pp. 70-87
    • Garbarino, E.1    Johnson, M.S.2
  • 20
    • 0002522631 scopus 로고
    • The relationship between quality, satisfaction, and recommending behavior in lodging decision
    • Getty, J.M., & Thompson, K.N. (1994). The relationship between quality, satisfaction, and recommending behavior in lodging decision. Journal of Hospitality & Leisure Marketing, 2(3), 3-22.
    • (1994) Journal of Hospitality & Leisure Marketing , vol.2 , Issue.3 , pp. 3-22
    • Getty, J.M.1    Thompson, K.N.2
  • 21
    • 70350545322 scopus 로고    scopus 로고
    • Delicious by design: Creating an unforgettable dining experience
    • December
    • Hamaker, S.S. (2000). Delicious by design: Creating an unforgettable dining experience. Restaurants USA, December.
    • (2000) Restaurants USA
    • Hamaker, S.S.1
  • 23
    • 34548476744 scopus 로고    scopus 로고
    • Investing the effects of consumption emotions on customer satisfaction and repeat visit intentions in the lodging industry
    • Han, H., & Back, K. (2006). Investing the effects of consumption emotions on customer satisfaction and repeat visit intentions in the lodging industry. Journal of Hospitality & Leisure Marketing, 15(3), 5-30.
    • (2006) Journal of Hospitality & Leisure Marketing , vol.15 , Issue.3 , pp. 5-30
    • Han, H.1    Back, K.2
  • 24
    • 35548954699 scopus 로고    scopus 로고
    • Moderating role of personal characteristics in forming restaurant customers' behavioral intentions: An upscale restaurant setting
    • Han, H., & Ryu, K. (2007). Moderating role of personal characteristics in forming restaurant customers' behavioral intentions: An upscale restaurant setting. Journal of Hospitality & Leisure Marketing, 15(4), 25-54.
    • (2007) Journal of Hospitality & Leisure Marketing , vol.15 , Issue.4 , pp. 25-54
    • Han, H.1    Ryu, K.2
  • 25
    • 0002131703 scopus 로고    scopus 로고
    • The impact of music on consumer's reaction to waiting for services
    • Hui, M.K., Dube, L., & Chebat, J. (1997). The impact of music on consumer's reaction to waiting for services. Journal of Retailing, 73(1), 87-104.
    • (1997) Journal of Retailing , vol.73 , Issue.1 , pp. 87-104
    • Hui, M.K.1    Dube, L.2    Chebat, J.3
  • 26
    • 0000808962 scopus 로고
    • Mediators, moderators, and tests of mediation
    • James, L.R., & Brett, J.M. (1984). Mediators, moderators, and tests of mediation. Journal of Applied Psychology, 69, 307-321.
    • (1984) Journal of Applied Psychology , vol.69 , pp. 307-321
    • James, L.R.1    Brett, J.M.2
  • 28
    • 85107910598 scopus 로고
    • Customer switching behavior in service industries: An exploratory study
    • Keaveney, S.M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71-82.
    • (1995) Journal of Marketing , vol.59 , Issue.2 , pp. 71-82
    • Keaveney, S.M.1
  • 29
    • 0001943906 scopus 로고
    • Atmospherics as a marketing tool
    • Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.
    • (1973) Journal of Retailing , vol.49 , Issue.4 , pp. 48-64
    • Kotler, P.1
  • 30
    • 77955908674 scopus 로고    scopus 로고
    • A study of the effect of environmental characteristics on overall service quality and repurchase intentions in Korean foodservice firms
    • Lee, G.R., Yoo, Y.J., & Park, G.S. (2005). A study of the effect of environmental characteristics on overall service quality and repurchase intentions in Korean foodservice firms. Korean Journal of Food Culture, 20, 661-667.
    • (2005) Korean Journal of Food Culture , vol.20 , pp. 661-667
    • Lee, G.R.1    Yoo, Y.J.2    Park, G.S.3
  • 31
    • 84986165689 scopus 로고    scopus 로고
    • The determinants of perceived service quality and its relationship with satisfaction
    • Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14, 217-231.
    • (2000) Journal of Services Marketing , vol.14 , pp. 217-231
    • Lee, H.1    Lee, Y.2    Yoo, D.3
  • 32
    • 0001893172 scopus 로고
    • Meaning of image
    • (Winter)
    • Lindquist, J.D. (1974). Meaning of image. Journal of Retailing, 50(Winter), 29-38.
    • (1974) Journal of Retailing , vol.50 , pp. 29-38
    • Lindquist, J.D.1
  • 35
    • 0036926045 scopus 로고    scopus 로고
    • Modeling customer perceptions of compliant handling over time: The effects of perceived justice on satisfaction and intent
    • Maxham, J.G., & Netemeyer, R.G. (2002). Modeling customer perceptions of compliant handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78, 239-252.
    • (2002) Journal of Retailing , vol.78 , pp. 239-252
    • Maxham, J.G.1    Netemeyer, R.G.2
  • 37
    • 0001755040 scopus 로고
    • The influence of background music on the behavior of restaurant patrons
    • Milliman, R.E. (1986). The influence of background music on the behavior of restaurant patrons. Journal of Consumer Research, 13, 286-289.
    • (1986) Journal of Consumer Research , vol.13 , pp. 286-289
    • Milliman, R.E.1
  • 38
    • 0041321554 scopus 로고    scopus 로고
    • National Restaurant Association., Retrieved April 10, from
    • National Restaurant Association. (2001). Restaurant industry forecast. Retrieved April 10, 2004, from www.restaurant.org/research.html.
    • (2001) Restaurant Industry Forecast
  • 40
    • 0036384728 scopus 로고    scopus 로고
    • Contact personnel, physical environment and the perceived corporate image of intangible services by new clients
    • Nguyen, N., & Leblanc, G. (2002). Contact personnel, physical environment and the perceived corporate image of intangible services by new clients. International Journal of Service Industry Management, 13, 242-262.
    • (2002) International Journal of Service Industry Management , vol.13 , pp. 242-262
    • Nguyen, N.1    Leblanc, G.2
  • 41
    • 0034358349 scopus 로고    scopus 로고
    • Food choice and school meals: Preliminary schoolchildren's perceptions of the healthiness of foods and the nutritional implications of food choices
    • Noble, C., Corney, M., Eves, A., Kipps, M., & Lumbers, M. (2000). Food choice and school meals: Preliminary schoolchildren's perceptions of the healthiness of foods and the nutritional implications of food choices. International Journal of Hospitality Management, 19, 413-432.
    • (2000) International Journal of Hospitality Management , vol.19 , pp. 413-432
    • Noble, C.1    Corney, M.2    Eves, A.3    Kipps, M.4    Lumbers, M.5
  • 43
    • 70349797790 scopus 로고    scopus 로고
    • The effect of brand class, brand awareness, and price on customer value and behavioral intentions
    • Oh, H. (2000). The effect of brand class, brand awareness, and price on customer value and behavioral intentions. Journal of Hospitality & Tourism Research, 24, 136-162.
    • (2000) Journal of Hospitality & Tourism Research , vol.24 , pp. 136-162
    • Oh, H.1
  • 45
    • 0002757343 scopus 로고
    • Measurement and evaluation of satisfaction process in retail settings
    • Oliver, R.L. (1981). Measurement and evaluation of satisfaction process in retail settings. Journal of Retailing, 57, 25-46.
    • (1981) Journal of Retailing , vol.57 , pp. 25-46
    • Oliver, R.L.1
  • 46
    • 0003079728 scopus 로고
    • Processing of the satisfaction response in consumption: A suggested framework and research propositions
    • Oliver, R.L. (1989). Processing of the satisfaction response in consumption: A suggested framework and research propositions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 1-16.
    • (1989) Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , vol.2 , pp. 1-16
    • Oliver, R.L.1
  • 47
    • 0002106437 scopus 로고
    • Cognitive, affective, and attribute bases of the satisfaction response
    • Oliver, R.L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418-430.
    • (1993) Journal of Consumer Research , vol.20 , Issue.3 , pp. 418-430
    • Oliver, R.L.1
  • 49
    • 3242660262 scopus 로고
    • Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research
    • Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58, 111-124.
    • (1994) Journal of Marketing , vol.58 , pp. 111-124
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 50
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality
    • Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64, 12-40.
    • (1988) Journal of Retailing , vol.64 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 51
    • 84973668201 scopus 로고    scopus 로고
    • The role of outcome quality as a determinant of overall service quality in different categories of services industries: An empirical investigation
    • Powpaka, S. (1996). The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empirical investigation. Journal of Service Marketing, 10(2), 5-25.
    • (1996) Journal of Service Marketing , vol.10 , Issue.2 , pp. 5-25
    • Powpaka, S.1
  • 52
    • 43849102728 scopus 로고    scopus 로고
    • The influence of store image on store loyalty in Hong Kong's quick service restaurant industry
    • Prendergast, G., & Man, H.W. (2002). The influence of store image on store loyalty in Hong Kong's quick service restaurant industry. Journal of Foodservice Business Research, 5(1), 45-59.
    • (2002) Journal of Foodservice Business Research , vol.5 , Issue.1 , pp. 45-59
    • Prendergast, G.1    Man, H.W.2
  • 53
    • 85016189429 scopus 로고    scopus 로고
    • TANGSERV: A multiple item scale for measuring tangible quality in foodservice industry
    • Raajpoot, N.A. (2002). TANGSERV: A multiple item scale for measuring tangible quality in foodservice industry. Journal of Foodservice Business Research, 5(2), 109-127.
    • (2002) Journal of Foodservice Business Research , vol.5 , Issue.2 , pp. 109-127
    • Raajpoot, N.A.1
  • 54
    • 0009416736 scopus 로고    scopus 로고
    • Turning the tables: The psychology of design for high-volume restaurants
    • Robson, A.K.S. (1999). Turning the tables: the psychology of design for high-volume restaurants. Cornell Hotel and Restaurant Administration Quarterly, 40(3), 56-63.
    • (1999) Cornell Hotel and Restaurant Administration Quarterly , vol.40 , Issue.3 , pp. 56-63
    • Robson, A.K.S.1
  • 55
    • 43849112991 scopus 로고    scopus 로고
    • The effect of environmental perceptions on behavioral intentions through emotions: The case of upscale restaurants
    • Ryu, K., & Jang, S. (2007). The effect of environmental perceptions on behavioral intentions through emotions: The case of upscale restaurants. Journal of Hospitality & Tourism Research, 31, 56-72.
    • (2007) Journal of Hospitality & Tourism Research , vol.31 , pp. 56-72
    • Ryu, K.1    Jang, S.2
  • 57
    • 0032339577 scopus 로고    scopus 로고
    • Customer-service provider relationships: An empirical test of a model of service quality, satisfaction and relationship orientated outcome
    • Shemwell, D.J., Yavas, U., & Bilgin, Z. (1998). Customer-service provider relationships: An empirical test of a model of service quality, satisfaction and relationship orientated outcome. International Journal of Service Industry Management, 9, 155-168.
    • (1998) International Journal of Service Industry Management , vol.9 , pp. 155-168
    • Shemwell, D.J.1    Yavas, U.2    Bilgin, Z.3
  • 58
    • 43949153571 scopus 로고
    • An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
    • Taylor, S.A., & Baker, T.L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing, 70, 163-178.
    • (1994) Journal of Retailing , vol.70 , pp. 163-178
    • Taylor, S.A.1    Baker, T.L.2
  • 59
    • 43849107991 scopus 로고    scopus 로고
    • Fast-casual dining: Our next eating passion?
    • Tillotson, J.E. (2003). Fast-casual dining: Our next eating passion? Nutrition Today, 38(3), 91-94.
    • (2003) Nutrition Today , vol.38 , Issue.3 , pp. 91-94
    • Tillotson, J.E.1
  • 60
    • 84986170736 scopus 로고    scopus 로고
    • The effects of the servicescape on customers' behavioral intentions in leisure service setting
    • Wakefield, K.L., & Blodgett, J.G. (1996). The effects of the servicescape on customers' behavioral intentions in leisure service setting. Journal of Services Marketing, 10(6), 45-61.
    • (1996) Journal of Services Marketing , vol.10 , Issue.6 , pp. 45-61
    • Wakefield, K.L.1    Blodgett, J.G.2
  • 61
    • 5644242209 scopus 로고    scopus 로고
    • Customer perceived value, satisfaction, and loyalty: The role of switching costs
    • Yang, Z., & Peterson, R.T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21, 799-822.
    • (2004) Psychology & Marketing , vol.21 , pp. 799-822
    • Yang, Z.1    Peterson, R.T.2
  • 62
    • 0002667763 scopus 로고
    • Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence
    • Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
    • (1988) Journal of Marketing , vol.52 , Issue.3 , pp. 2-22
    • Zeithaml, V.A.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.