Determinants of dining satisfaction and post-dining behavioral intentions |
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| Authors: | Riadh Ladhari Isabelle Brun Miguel Morales |
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| Institution: | aDepartment of Business Administration, University of Moncton, Moncton, NB, Canada E1A 3E9;bSobey School of Business, Saint Mary's University, 923 Robie Street, Halifax, NS, Canada B3H 3C3 |
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| Abstract: | The purpose of this research is to empirically investigate the determinants and consequences of dining satisfaction with restaurant services. A total of 338 undergraduate business students participated in this research. Results reveal that there exist three sources of customers’ satisfaction with restaurant services: positive emotions, perceived service quality and negative emotions. Positive emotions have more impact on customers’ satisfaction than negative emotions. In addition, emotions mediate the impact of perceived service quality on dining satisfaction. Finally, satisfaction has a significant impact on recommendation, customer loyalty and willingness to pay more. |
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| Keywords: | Service quality Emotions Satisfaction Recommendation Loyalty Restaurant services |
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