Investigating the key factors affecting behavioral intentions

Abstract

Purpose -This study aimed at investigating factors that contribute to increasing full-service restaurant customers' behavioral intentions. Unlike previous research, this study integrated both affective and cognitive contributors to customer satisfaction and relationship quality in explaining customers' behavioral intentions. Design/methodology/approach -Data were obtained through a questionnaire survey of full-service restaurant customers in a selected US metropolitan area. The data were subjected to structural equation modeling through the AMOS 5 program. Findings -Among the nine hypothesized paths, six were supported and three new paths were included to improve the model fit. Affect is noted to be a major contributor to both customer satisfaction and behavioral intentions. Customer satisfaction is a direct antecedent to trust but indirect to commitment. Noteworthy is the direct impact of service encounter performance on customer satisfaction.Research limitations/implications -Despite making use of a sample drawn from only a few selected areas and employing some constructs that are liable to expansion, the study has implications for the hospitality industry from both the theoretical and practical points of view. Originality/value -This study reappraises the contributors to behavioral intentions in restaurant settings, providing valuable insight to managers on attracting and satisfying their customers.

How social shopping retains customers? Capturing the essence of website quality and relationship quality

“…For now, there are a few of studies on customer satisfaction as the antecedent of trust and commit (Kim, 2002;Yoo & Park, 2005;Choi, Choi, & Lee, 2007) commitment has no significant impact on purchase intention of social shopping. This contradicts with Jani and Han (2011) who stated that commitment is a determinant of behavioral intentions. In social shopping, customers may be easier to attain opinions from others, particularly their families and friends.…”

“…However, most previous studies emphasized mainly on satisfaction (e.g., Jani & Han, 2011;Zeithaml, Berry, & Parasuraman, 1996), trust (e.g., Jani & Han, 2011;Morgan & Hunt, 1994), and/or commitment (e.g., Jani & Han, 2011;Pritchard, Havitz, & Howard, 1999) as predictors of behavioral intentions. Additionally, in recent years, we have witnessed the rapid growth of social shopping in Taiwan, but this growth has generated several transaction-related issues such as no delivery and the delivery of incorrect items as indicated by Kim and Park (2013).…”

“…For instance, trust (Morgan & Hunt, 1994), commitment (Jani & Han, 2011), and satisfaction (Zeithaml et al, 1996) all positively 15 affect customer purchasing behavior (Reichheld, 1996). Anderson and Mittal (2000) indicated that satisfied customers build trust and commitment, develop more positive intentions, and then purchase more from the company.…”

The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

“…It is the result of customer satisfaction that can predict the future consumption behaviour of customers (Rajic andDado, 2013, Barber et al, 2011;Jani and Han, 2011;Kangdampully, 1998). Understanding customer behavioural intentions is vital to keeping a relationship with potential customers, which is believed to be the key to the ability of a service provider to generate profits (Zeithaml et al, 1996, Hallowell, 1996Jani and Han, 2011;Kangdampully, 1998). Trying to define customer behavioural intentions after experiencing service, Warshaw and Davis (1985, p.214) stated that it is "the degree to which a person has formulated conscious plans to perform or not perform some specified future behaviour".…”

Comparative Analysis of American and Spanish Cruise Passengers' Behavioral Intentions

“…Previous studies have also found that satisfaction is an antecedent of trust (Santos & Porto, 2014;Jani & Han, 2011). So, based on these relationships, it is hypothesized that: emotional, and social value (GLOVAL).…”