Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants

Jang, SooCheong; Namkung, Young

doi:10.1016/j.jbusres.2008.01.038

Cited by 863 publications

(890 citation statements)

References 49 publications

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“…Customers can assess restaurant service quality accurately; hence, restaurant functional quality in delivering services is usually the primary determinant. In restaurant setting, perceptions of customer from foods and environment including physical and social are key components in determining the restaurant service quality (Jang & Namkung, 2009;.The literature has discussed the effects of customer satisfaction and behavioral intentions (Ladhari, 2007;Han & Back, 2006). Other studies reported a positive relationship between customer satisfaction and behavioral intentions (Bigne et al, 2005;Han & Back, 2006, Bigne, et al 2008.…”

Section: Introductionmentioning

confidence: 99%

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

Mansouri¹,

Ebrahimi²

2013

10.5267/j.msl

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This research proposes a comprehensive model that investigates the relationships between service quality, hedonic, perceived value and behavioral intentions. The purpose of this study is to build a better understanding of the determinants of customer satisfaction and customer loyalty throughout the restaurant services by incorporating the perceptions of hedonic effect in service delivery and outlining why and how service quality is important to customer satisfaction and customer loyalty. Respondents were chosen from three regular customers of Atawich chain restaurants in city of Tehran by using stratified random sampling method. A total of 390 questionnaires were used for data analysis. Structural equations modeling by using LISREL was performed to empirically test the relationships between the constructs of this study. Results show that both service quality and hedonic effect are importance predictors of customer satisfaction in Iranian society. In addition, results indicate that service quality and hedonic effect have positive and significant effects on perceived value. However, relationship between customer satisfaction and perceived value with attitudinal loyalty was not significant. Finally, it suggests that restaurant managers should improve their restaurant service offerings to satisfy customers. In addition, the results emphasize the significance of hedonic effect and positive emotions in creating perceived value and customer satisfaction.

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Section: Introductionmentioning

confidence: 99%

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

Mansouri¹,

Ebrahimi²

2013

10.5267/j.msl

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show abstract

“…The nature of consumers' emotional responses to service encounters and the subsequent impact on behavioural intentions and behaviour is receiving increasing attention (Allen et al, 1992;Arnould and Price, 1993;de Ruyter and Bloemer, 1999;Dubé and Menon, 2000;Dubé et al, 2003;Grace, 2007;Jang and Namkung, 2009;Liljander and Strandvik, 1997;Mattila and Enz, 2002;Menon and Dubé, 2000;Perugini and Bagozzi, 2001;Price et al, 1995;Smith, 2006). Indeed, Bagozzi et al (1999) argue that:…”

Section: Customer Satisfaction and Service Quality Evaluationmentioning

confidence: 99%

“…feelings and emotions), as opposed to cognition in service evaluation. Several models involving consumers' emotional responses have been developed and tested (Jang and Namkung, 2009;Oliver et al, 1997;Perugini and Bagozzi, 2001). These can be compared with alternative models such as the theory of planned behaviour (Ajzen, 1985), as predictors of behavioural change.…”

Section: Future Directions and Suggestions For Researchmentioning

confidence: 99%

“…Consumers' behavioral intentions, as outcomes of service evaluation, are often described as a set of multiple (behavioural and non-behavioural) responses and significant attempts have been made to identify the factors which determine such intentions (Cronin et al, 2000;Jang and Namkung, 2009; including within a healthcare context (Choi et al, 2004;Dagger and Sweeney, 2006;Han et al, 2008). The relationship between evaluations, intended and actual behaviour, however, is complex and tenuous (Chandon et al, 2005;Morvitz, 1997).…”

Section: Introductionmentioning

confidence: 99%

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The SAGE Handbook of Social Marketing

Noble¹,

Basil²

2011

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“…The restaurant manager should keep going creative activities in the culinary process [19], also in the restaurant's atmosphere [20,21], service [22] and environment. Restaurant company attitudes can play vital roles in the success of innovation adoption and sustainable relevant practices [23].…”

Section: Introductionmentioning

confidence: 99%

Expert Concepts of Sustainable Service Innovation in Restaurants in Taiwan

et al. 2016

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Sustainable service innovation is a critical attribute in restaurant management that is widely recognized by experts and restaurant owners. In this paper, we investigated ideas on sustainable service innovation in restaurants gathered from interviews with restaurant managers, government experts and scholars in Taiwan. The analytical results show that five dimensions are major indicators of sustainable service innovation in the restaurant management field. These include the following dimensions: sustainable service innovation, food service technology, organizational learning, adoption of innovation and organizational environment. We also found that these five dimensions are important and that they deeply impact restaurant performance. We discuss the characteristics of these five attributes, and talk about the theoretical and empirical implications of research findings.

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Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants

Cited by 863 publications

References 49 publications

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

The SAGE Handbook of Social Marketing

Expert Concepts of Sustainable Service Innovation in Restaurants in Taiwan

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