The DOI matches its Crossref record; 10 of the 10 references it cites were found in a registry or an index.
Moderating Role of Personal Characteristics in Forming Restaurant Customers' Behavioral Intentions: An Upscale Restaurant Setting
Abstract
This study attempted to investigate the relationships among overall service quality (OSQ), customer satisfaction (CS), and behavioral intentions (BI), such as repeat visit intention (RVI) and word-of-mouth intention (WOMI) by considering the moderating role of personal characteristics (gender and age) in an upscale restaurant setting. Structural equation analyses showed that OSQ was an antecedent of CS, and CS was a significant predictor of RVI and WOMI. In addition, metric invariance test revealed that the strength of the relationships among study constructs was, in general, strongly influenced by personal characteristics. Specifically, the CS-RVI link was stronger for women than for men, and the OSQ-CS-WOMI link was stronger for the high-age group than for the low-age group. However, the OSQ-CS-WOMI link was found to be equal across genders, and the influence of age on the CS-RVI link was identical across groups. The findings from this study will provide restaurant managers/marketers with a guideline for developing effective marketing/service strategies for customer retention.
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Cites
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Garbarino, E., & Johnson, M. S. (1999) · Journal of Marketing · doi:10.1177/002224299906300205 · Cited by 4,899
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Customer Switching Behavior in Service Industries: An Exploratory Study
Keaveney, S. M. (1995) · Journal of Marketing · doi:10.2307/1252074 · Cited by 2,905
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462 · cited 2×
“…found that the likely outcomes of dissatisfied customers include engaging in negative WOM, changing to another product, and complaining to the retailer or manufacturer; satisfied customers are likely to engage in positive WOM and remain loyal to the product/service (Oliver, 1997; Westbrook, 1987).”
BackgroundMittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
Switching barriers and repurchase intentions in services
Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00024-5 · Cited by 1,571 · cited 1×
“In addition, strong interpersonal relationships positively influence customers’ intention to repurchase (Jones et al., 2000).”
BackgroundGanesh, J., Arnold, M. J., & Reynolds, K. E. (2000) · Journal of Marketing · doi:10.1509/jmkg.64.3.65.18028 · Cited by 1,305
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
Bitner, M. J., & Hubbert, A. R. (1994) · Service Quality: New Directions in Theory and Practice · doi:10.4135/9781452229102.n3 · Cited by 852
Cited by
Ryu, K., Lee, H., & Gon Kim, W. (2012) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596111211206141 · Cited by 1,254
Self-citationEmotions elicited by local food consumption, memories, place attachment and behavioural intentions
Sthapit, E., Björk, P., & Coudounaris, D. N. (2017) · Anatolia · doi:10.1080/13032917.2017.1322111 · Cited by 167
Metadata
- Authors
- Han, H., & Ryu, K.
- Venue
- Journal of Hospitality & Leisure Marketing
- Publisher
- Informa UK Limited
- Published
- 2007-09-20
- Volume
- 15
- Issue
- 4
- Pages
- 25-54
- ISSN
- 1050-7051 (ISSN-L)
- 1541-0897
- OpenAlex
- W2075108982
- Cited by
- 173
- References
- 10
- FWCI
- 5.77
- Type
- journal article
- Language
- en
- Open access
- closed
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- 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. https://doi.org/10.1300/j150v15n04_03
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
