Drives for Behavioral Intentions in Dining Services

Seo, Sunhee; Shanklin, RD Carol W.

doi:10.1300/j369v10n04_06

Cited by 7 publications

(2 citation statements)

References 29 publications

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“…From a service perspective, quality is seen as a predictor of consumer repurchase intentions, including its antecedent of satisfaction (Namukasa, 2013) as well as the brand image (Wu et al , 2011). Also, there is a strong correlation between service satisfaction and customer repurchase intentions, attributable to the power of interpersonal relationships (Seo and Shanklin, 2007). Thus, it is natural to conclude that when firms engage the services of qualified staff to build workable relationships with their customers and meet their expectations regarding service quality and satisfaction, loyalty ensues, translating into repurchase intentions.…”

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC

Amoako

Caesar

Dzogbenuku

et al. 2021

JHTI

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PurposeThis paper investigates the effects of service quality on customer satisfaction and repurchase intentions among customers of the KFC Fast Food Restaurant Chains.Design/methodology/approachIn total, 500 randomly sampled KFC restaurant customers were surveyed using a quantitative research design. The partial least square technique was used for data analysis.FindingsThis paper shows that service quality and recovery directly impact customers' repurchase intention. The results further showed that a positive and significant connection exists between customer satisfaction and repurchase intentions.Practical implicationsThe study recommends that KFC utilizes service quality dimensions to meet their customers' expectations and elicit repurchase intentions necessary to remain competitive in the fast-food industry.Originality/valueThis paper highlights the impact of service quality in developing loyal customers in the fast-food sector. It offers managers insight into understanding the factors positively impacting repurchase intentions and the nexus between service recovery performance and repurchase intentions from an emerging market perspective.

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Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC

Amoako

Caesar

Dzogbenuku

et al. 2021

JHTI

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“…Prior literature posited that seniors were generally satisfied with their relocation to CCRCs (Green et al , 2020; Marx et al , 2011). Although some studies indicated that food service played an essential role in resident satisfaction (Curtis et al , 2005; Goh et al , 2013; Seo and Shanklin, 2005, 2007), other studies discovered that the social environment in CCRCs was more important than the physical environment in affecting resident satisfaction (Cutchin, 2010; Erickson and Krout, 2001). After reviewing prior literature related to senior living, including academic and industry articles and informal discussions with CCRC residents and experts working in the senior living industry, we identified several CCRC attributes and grouped them under 11 categories: management (Abrahamson et al , 2013; Lee and Severt, 2018; Wilson, 2007); staff (Lee, 2020a, 2020b; Park and Sok, 2020; Song and Jang, 2020); rooms (Chou et al , 2003; Lee, 2020a, 2020b); food and beverage services (Bhat et al , 2016; Chou et al , 2003; Goh et al , 2013; Joung et al , 2015); location (Bäumker et al , 2012; Bekhet et al , 2009; Walker and McNamara, 2013); design (Chou et al , 2003; Lee, 2020a, 2020b; Song and Jang, 2020); cost and value (Genworth, 2019; Pearson et al , 2019; Zarem, 2010); availability of activities (Cutchin et al , 2010; Liu et al , 2020a, 2020b); sociopsychological factors (Erickson and Krout, 2001; Lee, 2020a, 2020b; Lee and Severt, 2017; Plys and Qualls, 2020); spiritual environment (McFadden and Jacobson, 2003; Nichols, 2013); and medical services (Dys et al , 2021; Krout et al , 2002; Young et al , 2010).…”

Section: Literature Reviewmentioning

confidence: 99%

What matters, and what matters most? Exploring resident satisfaction in continuing care retirement communities

Chaulagain

Pizam

2022

IJCHM

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Purpose Resident satisfaction is a catalyst for continuing care retirement communities (CCRCs) to enhance their competitiveness in the expanding senior living market. CCRC attributes play an imperative role in resident satisfaction when older adults reside in these communities. The purpose of this study was to identify the attributes that affect CCRC resident satisfaction and quantify their relative levels of importance. In addition, the impact of resident satisfaction on word of mouth (WOM) and satisfaction with life was examined. Design/methodology/approach The proposed hypotheses were tested by performing structural equation modeling on the data collected from 332 CCRC residents throughout the USA. Findings The study results revealed that all 10 of the CCRC attributes identified in this study significantly influenced resident satisfaction. Sociopsychological factors had the strongest influence on resident satisfaction, followed by cost and value, medical services, availability of activities, food and beverage services, design, rooms, management and staff, location, and spiritual environment. The study results further indicated that resident satisfaction had a positive impact on WOM and satisfaction with life. Practical implications This study provides significant practical implications for CCRC owners and operators to help them better identify the types of CCRC attributes and their relative levels of importance for resident satisfaction. Originality/value This study is one of the first comprehensive studies to identify CCRC attributes associated with resident satisfaction and examine the impact of resident satisfaction on satisfaction with life within the senior living field.

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Sentimental analysis of Facebook reviews: Does hospitality matter in senior living?

Zhong

Zhang²,

Ronzoni³

2023

International Journal of Hospitality Management

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Drives for Behavioral Intentions in Dining Services

Cited by 7 publications

References 29 publications

Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC

Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC

What matters, and what matters most? Exploring resident satisfaction in continuing care retirement communities

Sentimental analysis of Facebook reviews: Does hospitality matter in senior living?

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