Effect of Restaurant Patrons' Regret and Disappointment on Dissatisfaction and Behavioral Intention

Jang, Yoon Jung; Cho, Sun-Bai; Kim, Woo Gon

doi:10.1080/10548408.2013.803388

Cited by 40 publications

(47 citation statements)

References 53 publications

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“…Context-specific switching behavior studies examine the intentions and behaviors explained by the predictors of customer switching behavior in the context of specified service industry characteristics, such as for mobile phone users in the number portability context (Shin and Kim, 2008), or by switching behavior due to irritation, anger and regrets in the food and travel industries (Jang et al, 2013;Sánchez-García and Currás-Pérez, 2011). Most studies of these types were published after the cognitive model was proposed.…”

Section: Publication Date Type and Topic Of Researchmentioning

confidence: 99%

Research on customer switching behavior in the service industry

Chuang

Tai

2016

MRR

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Purpose This study aims to analyze and explain the characteristics and findings in previous studies of switching behavior and identifies the developments within this topic in order to improve its current understanding. Design/methodology/approach The authors construct a literature database of studies published in prominent business and management journals from 1996 to 2013 and conduct an analysis using the variables in the data fields. Furthermore, we execute meta-analysis to combine the research goals of tracing the history of customer switching behavior studies. Findings Satisfaction switching costs and attractiveness of alternatives are the most commonly used predictor variables to explain switching intentions. Switching costs subjective norms and interpersonal relationships moderate the relationship between switching intentions and its antecedents. Customer switching behavior in mobile telecommunication services has received a lot of attention. Practical implications This study assists researchers by examining the type and topic of these studies and the research tools and findings reported in theory. The authors ultimately identify the developmental trend in the literature on switching behavior and propose a direction for future studies. Originality/value This study clarifies the characteristics and findings of previous studies on switching intention from a literature review and improves the current understanding.

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Section: Publication Date Type and Topic Of Researchmentioning

confidence: 99%

Research on customer switching behavior in the service industry

Chuang

Tai

2016

MRR

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“…For example, they might feel pride with regard to the former group, and anger or disappointment in connection with the latter. In addition to these two contrasting emotions, the study also explores the possibility of anger, which indicates a higher level of negativity and it attempts to obtain more detailed measures of loyal customers' behavior intention (i.e., intention to remain with the original brand or switching intention) depending on their perception of non-loyal customers (Jang, Cho, & Kim, 2013).…”

Section: Perceived Emotionsmentioning

confidence: 99%

Section: Variables Measuredmentioning

confidence: 99%

“…As shown in the Table 4, the questions were adapted from many prior studies (e.g., Ashley & Noble 2014;Bellezza & Keinan, 2014;Kirmani, Sood, & Bridges, 1999;Jang et al, 2013). The three items used to gage emotion (i.e., pride, disappointment, and anger) were derived from Bellezza and Keinan (2014) and Jang et al (2013) and the three items used to measure infringement were adapted from Ashley and Noble (2014). The three items used to gage brand image were derived from Kirmani et al (1999), The three items designed to measure attitude were adapted from Bellezza and Keinan (2014), finally, the three items used to gage loyalty and the three items used for measuring switching intention were adapted from Jang et al (2013).…”

Section: Variables Measuredmentioning

confidence: 99%

“…The three items used to gage emotion (i.e., pride, disappointment, and anger) were derived from Bellezza and Keinan (2014) and Jang et al (2013) and the three items used to measure infringement were adapted from Ashley and Noble (2014). The three items used to gage brand image were derived from Kirmani et al (1999), The three items designed to measure attitude were adapted from Bellezza and Keinan (2014), finally, the three items used to gage loyalty and the three items used for measuring switching intention were adapted from Jang et al (2013). In this survey questionnaire, in order to suit questions to the background of this study, the items are slightly modified.…”

Section: Variables Measuredmentioning

confidence: 99%

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The efects of psychological ownership on loyal customers' perceptions : applying brand tourism effect and conspicuous consumption to luxury hotel marketing

Lee¹

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This study aims to examine the conflict between loyal customers and non-loyal customers in the luxury hotel environment. This research mainly applied the concept of brand tourism effect and employed a 2 (two types of non-loyal customers: brand immigrants and brand tourists) x 2 (areas divided by psychological ownership: lounge vs. restaurant) mixed experimental design on the dependent variables (i.e., emotions, infringement, attitude, brand image, and switching intention) and 934 participants were recruited from nationwide online panels. To investigate loyal customers' different brand perceptions from non-loyal customers, MANOVA was performed and to examine the relationship among infringement, attitude, brand image, and switching intention, PLSSEM was conducted. The result revealed that loyal customers negatively perceive brand immigrants and positively perceive brand tourists. Loyal customers perceive higher levels of infringement and switching intention when they view brand immigrants, while loyal customers perceive positive attitude and brand image when they view brand tourists. Psychological ownership, which divided the background into lounge and restaurant, is also found to play a moderating role in loyal customers' perceptions of brand tourists and brand immigrants on infringement, attitude, and switching intention. In addition, for brand immigrants, infringement is positively related to switching intention, and attitude and brand image are negatively linked with switching intention, while for brand tourists, infringement is the only variable that has a positive influence on switching intention. In sum, the current study demonstrated that loyal customers perceive brand differently depending on the types of customers (i.e., brand tourists and brand immigrants) and two types of backgrounds (i.e., lounge and restaurant). Finally, the theoretical and empirical contributions of the present study are discussed.

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Tourism Motivations and Decision‐making

Ram

2024

The Wiley Blackwell Companion to Tourism

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Effect of Restaurant Patrons' Regret and Disappointment on Dissatisfaction and Behavioral Intention

Cited by 40 publications

References 53 publications

Research on customer switching behavior in the service industry

Research on customer switching behavior in the service industry

The efects of psychological ownership on loyal customers' perceptions : applying brand tourism effect and conspicuous consumption to luxury hotel marketing

Tourism Motivations and Decision‐making

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