Modelling the relationships among retail atmospherics, service quality, satisfaction and customer behavioural intentions in an emerging economy context

Rajić, Tamara; Ďaďo, Jaroslav

doi:10.1080/14783363.2013.776759

Cited by 16 publications

(12 citation statements)

References 52 publications

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“…For example, Pan and Zinkhan found a strong positive relationship between perceived quality of food and customer's patronage intentions [29]. The direct effect of perceived quality of service on patronage intention has been widely demonstrated [29][30][31]. Rajic and Dado proved that a retail store's ambiance has a positive effect on customer's behavioral intentions [31].…”

Section: Hypothesesmentioning

confidence: 99%

The Effect of Quality Attributes on Visiting Consumers’ Patronage Intentions of Green Restaurants

Luo

Zhu

2018

Sustainability

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Green consumption has become increasingly popular. More and more green restaurants are entering the market. The development of mobile Internet and the application of location-based services leads customers to easily visit several restaurants before making choice. Retaining a visiting customer is very important to green restaurants in the mobile Internet era. This paper develops a theoretical model to explore how the food-related, service-related and ambiance-related attributes of green restaurants influence the confirmation of expectations regarding restaurant quality and subsequent patronage intentions of visiting consumers in the context of location-based recommendations. The theoretical model is tested using the partial least squares method. The results show that the confirmation of expectations of food quality is determined by food presentation, variety and freshness; the confirmation of expectations of service quality is determined by employees and service; and the confirmation of expectations of ambiance quality is determined by cleanliness, design and décor, in terms of a positive effect on the patronage intention of visiting consumers of green restaurants making use of location-based recommendations. Finally, theoretical and practical implications are discussed.

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Section: Hypothesesmentioning

confidence: 99%

The Effect of Quality Attributes on Visiting Consumers’ Patronage Intentions of Green Restaurants

Luo

Zhu

2018

Sustainability

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“…Anderson & Srinivasan, 2003;Chang, Wang, & Yang, 2009;Zeng, Hu, Chen, & Yang, 2009;Lin, Wu, & Chang, 2011) and behavioural intentions (e.g. Bansal, McDougall, Dikolli, & Sedatole, 2004;Yen & Lu, 2008;Tsao & Tseng, 2011;Sousa & Voss, 2012;Rajic & Dado, 2013).…”

Section: Introductionmentioning

confidence: 99%

E-service quality perceptions: an empirical analysis of the Chinese e-retailing industry

Zhang

Huang

et al. 2014

Total Quality Management & Business Excellence

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China will become the largest online retail market in the world in the near future. Chinese consumers may have their own patterns of online consumption and behaviour that are different from those of consumers in the West. However, most research on consumer behaviour and e-service quality relies on theoretical frameworks developed in Western societies. The aim of this paper is to propose and empirically verify a conceptual framework for how customers judge e-service quality in the context of the Chinese e-retailing industry. Meanwhile, the key dimensions of e-service quality are searched with a survey to understand the e-service quality perceptions of Chinese consumers to enhance their e-satisfaction and e-loyalty. The empirical results suggest that e-retailers should pay more attention to process quality and service recovery in the context of Chinese culture and Chinese personality with high uncertainty avoidance taking consideration of service guarantee as one aspect.

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“…Customer behavioural intention is the result of customer satisfaction that can predict the future consumption behaviour of customers (Rajic andDado, 2013, Barber et al, 2011;Jani and Han, 2011;Kangdampully, 1998). Understanding customer behavioural intentions is vital to keeping a relationship with potential customers, which is believed to be the key to the ability of a service provider to generate profits (Zeithaml et al, 1996, Hallowell, 1996Jani and Han, 2011;Kangdampully, 1998).…”

Section: Customer Satisfaction and Behavioural Intentionsmentioning

confidence: 99%

The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

Truong

Nisar

Knox

et al. 2017

IJCTHR

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Modelling the relationships among retail atmospherics, service quality, satisfaction and customer behavioural intentions in an emerging economy context

Cited by 16 publications

References 52 publications

The Effect of Quality Attributes on Visiting Consumers’ Patronage Intentions of Green Restaurants

The Effect of Quality Attributes on Visiting Consumers’ Patronage Intentions of Green Restaurants

E-service quality perceptions: an empirical analysis of the Chinese e-retailing industry

The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

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