The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions

International Journal of Contemporary Hospitality Management

Volumn 24, Issue 2, 2012, Pages 200-223

  Ryu, Kisang ^a   Lee, Hye Rin ^b   Kim, Woon Gon ^c,d  

^a Sejong University   (South Korea)

^b HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

^c FLORIDA STATE UNIVERSITY   (United States)

^d Kyung Hee University   (South Korea)

Author keywords

and service); Behavioral intentions; Consumer behaviour; Customer perceived value; Customer satisfaction; Customer services quality; food; Foodservice quality dimensions (physical environment; Restaurant image; Satisfaction; United States of America

Indexed keywords

EID: 84859171057     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/09596111211206141     Document Type: Article

References (67)

1. Anderson, J.C. and Gerbing, D.W. (1988), "Structural equation modeling in practice: a review and recommended two-step approach" in Psychological Bulletin, Vol. 103, No. 3, pp. 411-23.
2. Andreassen, T.W. and Lindestad, B. (1998), "Customer loyalty and complex services: the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise" in International Journal of Service Industry Management, Vol. 9, No. 1, pp. 7-23.
3. Baker, J., Grewal, D. and Parasuraman, A. (1994), "The influence of the store environment on quality inferences and store image" in Journal of the Academy of Marketing Science, Vol. 22, pp. 328-39.
4. Baloglu, S. and Brinberg, D. (1997), "Affective images of tourism destinations" in Journal of Travel Research, Vol. 35, No. 4, pp. 11-15.
5. Bitner, M.J. (1992), "Servicescapes: the impact of physical surroundings on customers and employees" in Journal of Marketing, Vol. 56, pp. 57-71.
6. Bloemer, J. and Reyter, K. (1998), "On the relationship between store image, store satisfaction and store loyalty" in European Journal of Marketing, Vol. 32, No. 5, pp. 10-16.
7. Bolton, R.N. and Drew, J.H. (1991), "A multistage model of customers' assessments of service quality and value" in Journal of Consumer Research, Vol. 17, pp. 375-84.
8. Booms, B.H. and Bitner, M.J. (1982), "Marketing services by managing the environment" in Cornell Hospitality Quarterly, Vol. 23, No. 1, pp. 35-40.
9. Brady, M.K. and Cronin, J.J. (2001), "Some new thoughts on conceptualizing perceived service quality: a hierarchical approach" in Journal of Marketing, Vol. 65, No. 3, pp. 34-49.
10. Byrne, B.M. (1998), Structural Equation Modeling with LISREL, PRELIS, and SIMPLIS: Basic Concepts, Aapplications, and Programming, Lawrence Erlbaum, Mahwah, NJ.
11. Castro, C.B., Armario, M. and Ruiz, M. (2007), "The influence of market heterogeneity on the relationship between a destination's image and tourists' future behavior" in Tourism Management, Vol. 28, No. 1, pp. 175-87.
12. Chen, P.T. and Hu, H.H. (2010), "How determinant attributes of service quality influence customer-perceived value: an empirical investigation of the Australian coffee outlet industry" in International Journal of Contemporary Hospitality Management, Vol. 22, No. 4, pp. 535-51.
13. Chiou, J.S. (2004), "The antecedents of consumers' loyalty toward internet service providers" in Information and Management, Vol. 41, No. 6, pp. 685-95.
14. Chow, I.H., Lau, V.P., Lo, T.Y., Sha, Z. and Yun, H. (2007), "Service quality in restaurant operations in China: decision- and experiential-oriented perspectives" in International Journal of Hospitality Management, Vol. 26, No. 3, pp. 698-710.
15. Cretu, A.E. and Brodie, R.J. (2007), "The influence of brand image and company reputation where manufacturers market to small firms: a customer value perspective" in Industrial Marketing Management, Vol. 36, No. 2, pp. 230-40.
16. Eggert, A. and Ulaga, W. (2002), "Customer perceived value: a substitute for satisfaction in business markets" in The Journal of Business & Industrial Marketing, Vol. 17, Nos 2/3, pp. 107-18.
17. Fishbein, M. and Ajzen, I. (1975), Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research, Addison-Wesley, Reading, MA.
18. Fornell, C. and Larcker, D.F. (1981), "Evaluating structural equation models with unobservable variables and measurement error" in Journal of Marketing Research, Vol. 18, pp. 39-50.
19. Hair, J., Anderson, R., Tatham, R. and Black, W. (1998), Multivariate Data Analysis, 5th ed., Prentice Hall, Upper Saddle River, NJ.
20. Han, H. and Ryu, K. (2007), "Moderating role of personal characteristics in forming restaurant customers' behavioral intentions - an upscale restaurant setting" in Journal of Hospitality & Leisure Marketing, Vol. 15, No. 4, pp. 25-54.
21. Han, H. and Ryu, K. (2009), "The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry" in Journal of Hospitality and Tourism Research, Vol. 33, No. 4, pp. 487-510.
22. Holland, P. (1988), "Causal inference, path analysis, and recursive structural equations models" in Clogg, C. (Ed.), Sociological Methodology, American Sociological Association, Washington, DC, pp. 449-84.
23. Homer, P.M. (2008), "Perceived quality and image: when all is not rosy" in Journal of Business Research, Vol. 61, No. 7, pp. 715-23.
24. Jang, S. and Namkung, Y. (2009), "Perceived quality, emotions, and behavioral intentions: application of an extended Mehrabian-Russell model to restaurants" in Journal of Business Research, Vol. 62, No. 4, pp. 451-60.
25. Jang, S., Ha, A. and Silkes, C.A. (2009), "Perceived attributes of Asian foods: from the perspective of the American customers" in International Journal of Hospitality Management, Vol. 28, No. 1, pp. 63-70.
26. Keller, K.L. (1993), "Conceptualising, measuring and managing customer-based brand equity" in Journal of Marketing, Vol. 57, No. 1, pp. 1-22.
27. Kim, W.G. and Kim, H.B. (2004), "Measuring customer-based restaurant brand equity: investigating the relationship between brand equity and firms' performance" in Cornell Hospitality Quarterly, Vol. 45, No. 2, pp. 115-31.
28. Kim, W.G., Ng, C.Y.N. and Kim, Y.S. (2009), "Influence of international DINESERV on customer satisfaction, return intention, and word-of-mouth" in International Journal of Hospitality Management, Vol. 28, No. 1, pp. 10-17.
29. Kivela, J., Inbakaran, R. and Reece, J. (1999), "Consumer research in the restaurant environment. Part 1: a conceptual model of dining satisfaction and return patronage" in International Journal of Contemporary Hospitality Management, Vol. 11, No. 5, pp. 205-22.
30. Lai, F., Griffin, M. and Babin, B.J. (2009), "How quality, value, image, and satisfaction create loyalty at a Chinese telecom" in Journal of Business Research, Vol. 62, No. 10, pp. 980-6.
31. Liu, Y.H. and Jang, S. (2009a), "Perceptions of Chinese restaurants in the US: what affects customer satisfaction and behavioral intentions?" in International Journal of Hospitality Management, Vol. 28, No. 3, pp. 338-48.
32. Liu, Y.H. and Jang, S. (2009b), "The effects of dining atmospherics: an extended Mehrabian-Russell model" in International Journal of Hospitality Management, Vol. 28, No. 4, pp. 494-503.
33. Loureiro, S.M.C. and Gonzalez, F.J.M. (2008), "The importance of quality, satisfaction, trust, and image in relation to rural tourist loyalty" in Journal of Travel and Tourism Marketing, Vol. 25, No. 2, pp. 117-36.
34. Low, G.S. and Lamb, C.W. (2000), "The measurement and dimensionality of brand association" in Journal of Product & Brand Management, Vol. 9, No. 6, pp. 350-68.
35. McDougall, G.H.G. and Levesque, T. (2000), "Customer satisfaction with services: putting perceived value into the equation" in Journal of Services Marketing, Vol. 14, No. 5, pp. 392-410.
36. Mattila, A. (1999), "Consumers' value judgments" in Cornell Hospitality Quarterly, Vol. 40, No. 1, pp. 40-6.
37. Mehrabian, A. and Russell, J.A. (1974), An Approach to Environmental Psychology, MIT Press, Cambridge, MA.
38. Mueller, R.O. (1996), Basic Principles of Structural Equation Modeling: An Introduction to LISREL and EQS, Springer-Verlag, New York, NY.
39. Namkung, Y. and Jang, S. (2007), "Does food quality really matter in restaurant? Its impact on customer satisfaction and behavioral intentions" in Journal of Hospitality and Tourism Research, Vol. 31, No. 3, pp. 387-410.
40. Namkung, Y. and Jang, S. (2008), "Are highly satisfied restaurant customers really different? A quality perception perspective" in International Journal of Contemporary Hospitality Management, Vol. 20, No. 2, pp. 142-55.
41. Nguyen, N. and LeBlanc, G. (1998), "The mediating role of corporate image on customers' retention decisions: an investigation in financial services" in International Journal of Bank Marketing, Vol. 16, pp. 52-65.
42. Nguyen, N. and Leblanc, G. (2002), "Contact personnel, physical environment and the perceived corporate image of intangible services by new clients" in International Journal of Service Industry Management, Vol. 13, No. 3, pp. 242-62.
43. Nunnally, J.C. (1978), Psychometric Theory, McGraw-Hill, New York, NY.
44. Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, New York, NY.
45. Oliver, R.L. (1999), "Whence customer loyalty?" in Journal of Marketing, Vol. 63, pp. 33-44.
46. Olsson, U., Foss, T., Troye, S. and Howell, R. (2000), "The performance of ML, GLS, and WLS estimation in structural equation modeling under conditions of misspecification and nonnormality" in Structural Equation Modeling, Vol. 7, No. 4, pp. 557-95.
47. Ostrowski, P.L., O'Brien, T.V. and Gordon, G.L. (1993), "Service quality and customer loyalty in the commercial airline industry" in Journal of Travel Research, Vol. 32, No. 2, pp. 16-24.
48. Padgett, D. and Allen, D. (1997), "Communicating experiences: a narrative approach to creating service brand image" in Journal of Advertising, Vol. 26, No. 4, pp. 49-62.
49. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implication for future research" in Journal of Marketing, Vol. 49, pp. 41-50.
50. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality" in Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
51. Patterson, P.G. and Spreng, R.A. (1997), "Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination" in International Journal of Service Industry Management, Vol. 8, No. 5, pp. 414-34.
52. Prendergast, G. and Man, H.W. (2002), "The influence of store image on store loyalty in Hong Kong's quick service restaurant industry" in Journal of Foodservice Business Research, Vol. 5, No. 1, pp. 45-59.
53. Ryu, K. and Han, H. (2010), "Influence of the quality of food, service, and physical environment on customer satisfaction in quick-casual restaurants: moderating role of perceived price" in Journal of Hospitality & Tourism Research, Vol. 34, No. 3, pp. 310-29.
54. Ryu, K. and Han, H. (2011), "The influence of physical environments on disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants" in International Journal of Hospitality Management, Vol. 30, No. 3, pp. 599-611.
55. Ryu, K. and Jang, S. (2007), "The effect of environmental perceptions on behavioral intentions through emotions: the case of upscale restaurants" in Journal of Hospitality & Tourism Research, Vol. 31, No. 1, pp. 56-72.
56. Ryu, K. and Jang, S. (2008), "DINESCAPE: a scale for customers' perception of dining environments" in Journal of Foodservice Business Research, Vol. 11, No. 1, pp. 2-22.
57. Ryu, K., Han, H. and Jang, S. (2010), "The effect of hedonic and utilitarian values on customers' satisfaction and behavioral intention in the fast-casual restaurant industry" in International Journal of Contemporary Hospitality Management, Vol. 22, No. 3, pp. 416-32.
58. Ryu, K., Han, H. and Kim, T.H. (2008), "The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions" in International Journal of Hospitality Management, Vol. 27, No. 3, pp. 459-69.
59. Selnes, F. (1993), "An examination of the effect of product performance on brand reputation, satisfaction and loyalty" in European Journal of Marketing, Vol. 27, No. 9, pp. 19-35.
60. Sobel, M. (1990), "Effect analysis and causation in linear structural equation models" in Psychometrika, Vol. 55, No. 3, pp. 495-515.
61. Sulek, J.M. and Hensley, R.L. (2004), "The relative importance of food, atmosphere, and fairness of wait: the case of a full-service restaurant" in Cornell Hospitality Quarterly, Vol. 45, No. 3, pp. 235-47.
62. Sweeney, J.C. and Soutar, G.N. (2001), "Consumer perceived value: the development of a multiple item scale" in Journal of Retailing, Vol. 77, No. 2, pp. 203-20.
63. Tse, C.B., Sin, L. and Yim, H.K. (2002), "How a crowded restaurant affects consumers' attribution behavior" in International Journal of Hospitality Management, Vol. 21, pp. 449-54.
64. Wright, O., Frazer, L. and Merrilees, B. (2007), "McCafe: the McDonald's co-branding experience" in Journal of Brand Management, Vol. 14, pp. 442-57.
65. Yoo, B., Donthu, N. and Lee, S. (2000), "An examination of selected marketing mix elements and brand equity" in Journal of the Academy of Marketing Science, Vol. 28, No. 2, pp. 278-90.
66. Zeithaml, V.A. (1988), "Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence" in Journal of Marketing, Vol. 52, pp. 2-22.
67. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "The behavioral consequences of service quality" in Journal of Marketing, Vol. 60, pp. 31-46.