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

Mansouri, S. H.; Ebrahimi, Abolghasem

doi:10.5267/j.msl.2013.09.016

Cited by 3 publications

(3 citation statements)

References 70 publications

(73 reference statements)

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“…While previous research (e.g. Mansouria & Ebrahimib, 2013;Nunkoo et al, 2019) has concentrated on the direct relationship between service quality and consumers' behavioral intention, the findings of the current study emphasize the importance of organizational legitimacy driven by retailers' service quality for consumers' behavioral intention.…”

Section: Theoretical Implicationscontrasting

confidence: 68%

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Effects of retailers’ service quality and legitimacy on behavioral intention: the role of emotions during COVID-19

Yang

Kim

Min

et al. 2020

The Service Industries Journal

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By applying institutional theory to the current retail environment under the COVID-19 pandemic, the purpose of this study is to 1) identify service quality dimensions that generate pragmatic and social legitimacy, 2) investigate the effects of pragmatic and social legitimacy on revisit intention and health-focused behavior, and 3) examine the moderating role of emotions (i.e. hope and fear) in the relationships among service quality dimensions, legitimacy, and consumer behavioral intentions. Using data (n=473) collected during June 2020, this study finds that hygiene practice, reliability, safety assurance, and empathy are determinants of pragmatic and social legitimacy, which encourages consumers' intention to revisit the retailer and foster health-focused behavior. The moderating role of emotions (i.e. hope and fear) is also examined in the causal relationships among service quality, legitimacy, and behavioral intentions. Implications for how retailers can serve their customers as their emotions related to the pandemic intensify are discussed.

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Section: Theoretical Implicationscontrasting

confidence: 68%

“…In the restaurant setting, service quality is found to influence customer response toward the establishment, including satisfaction (e.g. Mansouria & Ebrahimib, 2013;Nunkoo et al, 2019), customer value (e.g. Oh, 1999), and loyalty (e.g.…”

Section: Service Quality and Retailer Legitimacymentioning

confidence: 99%

Effects of retailers’ service quality and legitimacy on behavioral intention: the role of emotions during COVID-19

Yang

Kim

Min

et al. 2020

The Service Industries Journal

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“…Along with food quality, service quality is considered a core determinant of restaurant quality (Clemes et al , 2013; Jang and Namkung, 2009; Mansouri and Ebrahimi, 2013; Namkung and Jang, 2008; Qin and Prybutok, 2009). In the restaurant industry, the interaction between customers and service employees is a key component in customers’ evaluation of their dining experience (Jang and Namkung, 2009).…”

Section: Literature Reviewmentioning

confidence: 99%

Effects of third-party certification on patrons’ service quality evaluation in the luxury-restaurant industry

Jun

Kang

Hyun

2017

BFJ

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Purpose The purpose of this paper is to incorporate third-party certification to test a theoretical model that demonstrates the effects of third-party certification on perceived food quality, perceived service quality, and trust and the effects of these factors on word of mouth (WOM) intentions in the context of luxury restaurants. It also investigates the moderating roles of attention to social comparison information (ATSCI) and the education level. Design/methodology/approach An online survey sent to customers who are patronizing luxury restaurants in the US 317 empirical data analysis was conducted using structural equation modeling. Findings Third-party certification facilitated patrons’ positive evaluation of food and service quality. In addition, this positive evaluation fostered trust in the restaurant. Finally, ATSCI and the education level had significant moderating effects on the relationship between third-party certification and patrons’ trust in the restaurant. Originality/value This study proposes risk-reducing effect of third-party certification on the luxury-restaurant business. Third-party certification is employed as a mechanism for communicating restaurant quality in food and service to patrons. Both stakeholders and patrons in the restaurant industry can obtain benefits from the third-party certification because it minimizes uncertainties and information asymmetries in luxury restaurants’ quality and service, and thus generating likelihood of WOM intentions.

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

Cited by 3 publications

References 70 publications

Effects of retailers’ service quality and legitimacy on behavioral intention: the role of emotions during COVID-19

Effects of retailers’ service quality and legitimacy on behavioral intention: the role of emotions during COVID-19

Effects of third-party certification on patrons’ service quality evaluation in the luxury-restaurant industry

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

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