The relationships among overall quick-casual restaurant image,perceived value,customer satisfaction,and behavioral intentions

The purpose of this research is to explain the relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions in the quick-casual restaurant industry. The findings indicate that overall quick-casual restaurant image significantly influences perceived value, and overall quick-casual restaurant image and perceived value had a significant role in influencing customer satisfaction. Additionally, overall quick-casual restaurant image, perceived value, and customer satisfaction are significant predictors of customers’ behavioral intentions. Finally, customer satisfaction can act as a partial mediator in the relationship between overall quick-casual restaurant image/perceived value and behavioral intentions. Furthermore, we discuss the theoretical and managerial implications of the findings and future research ideas.     

The theory of repurchase decision-making (TRD): Identifying the critical factors in the post-purchase decision-making process

A theory particularly designed to explain re-buying decision formation is lacking. This research developed and tested a theory of repurchase decision-making (TRD) that more comprehensively explains individuals’ post-purchase decision-making processes. Two studies were conducted in a full-service restaurant setting for the development of this theory. Specifically, important factors generating the repurchasing intention were identified through an exploratory qualitative approach in Study 1. In this qualitative approach, a new set of belief items and salient referents in a re-buying decision-making process were also identified. The proposed model merging the model of goal-directed behavior (MGB) with identified factors and belief constructs from Study 1 were tested in the second study. Our results demonstrated that incremental amounts of total variance in the re-buying decision were explained by the TRD. Newly integrated constructs in combination with the original variables in the MGB were found to play a critical role in the re-buying decision-making process. The implications of this study are presented and discussed.     

Timing of apology after service failure: the moderating role of future interaction expectation on customer satisfaction

Marketing Letters - When there is a service failure, it is often believed that employees should immediately apologize to customers before hearing their complaints. However, we argue that in certain...     

RETRACTED ARTICLE: Influence of restaurants' physical environments on emotion and behavioral intention

The purpose of this study is to add to the body of knowledge on customer loyalty in professional services in business-to-business markets. The authors build on the Industrial Marketing and Purchasing group constructs and relate them to affective commitment, relational benefits and, through these two, to customer loyalty. The results show that trust and social bonds positively influence affective commitment, while adaptation and knowledge transfers positively influence relational benefits. Although both affective commitment as a more emotional construct and relational benefits as a more rational construct positively influence customer loyalty, emotional motivation seems to be much stronger than rational motivation. Theoretical and managerial implications are discussed on the basis of the empirical findings.     

New or repeat customers: How does physical environment influence their restaurant experience?

This study proposed a conceptual model to examine how customers’ perceptions of the physical environment influenced disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study showed that facility aesthetics, lighting, layout, and service staff had significant effects on disconfirmation. Moreover, disconfirmation exerted a direct influence on customer satisfaction and customer loyalty. Customer satisfaction also positively influenced customer loyalty. Finally, the impacts of facility aesthetics, lighting, table settings, and service staff on disconfirmation significantly differed between first-time customers and repeat customers. More specifically, facility aesthetics, lighting, and service staff were significant predictors of both first timers’ and repeaters’ perceived disconfirmation, while layout and table settings were significant determinants of only repeat visitors’ perceived disconfirmation. The implications for academic researchers and marketing practitioners are discussed.     

Predicting Tourists' Intention to Try Local Cuisine Using a Modified Theory of Reasoned Action: The Case of New Orleans

The purpose of the present study was to examine the utility of the modified theory of reasoned action (TRA) in predicting tourists' behavioral intention to try the local cuisine in New Orleans. The results indicated that the proposed model had strong predictive ability regarding tourists' intention to try the local cuisine. Attitude and past behavior were significant predictors of tourists' behavioral intention. In addition, the interdependence between attitudinal and normative components was partly supported. Gender had a significant moderating role in the relationships between attitude/past behavior and behavioral intention to experience the local cuisine. Theoretical and practical implications of the findings are discussed.