International Journal of Hospitality Management

Volume 27, Issue 3, September 2008, Pages 459-469

The relationships among overall quick-casual restaurant image, perceived

value, customer satisfaction, and behavioral intentions
Author links open overlay panelKisangRyua1Tae-HeeKimc
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https://doi.org/10.1016/j.ijhm.2007.11.001Get rights and content

Abstract
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.

Customer loyalty in the hotel industry: the role of customer

satisfaction and image
Author(s):
Jay Kandampully  (Associate Professor, Faculty of Business, Economics and Law, University of
Queensland, Australia

Abstract:

Loyalty of a firm’s customer has been recognised as the dominant factor in a business
organization’s success. This study helps us extend our understanding of the relationship
between customer loyalty, customer satisfaction, and image. This is of considerable
interest to both practitioners and academics in the field of hospitality management. The
objective of this research is to identify the factors of image and customer satisfaction that
are positively related to customer loyalty in the hotel industry. Using data collected from
chain hotels in New Zealand, the findings indicate that hotel image and customer
satisfaction with the performance of housekeeping, reception, food and beverage, and
price are positively correlated to customer loyalty.
The dining experience: do restaurants satisfy customer needs?
Tommy D. Andersson 

Lena Mossberg

First published: 09 December 2004

https://doi.org/10.1111/j.1471-5740.2004.00105.x

Cited by: 70

Abstract
This is an exploratory paper where the main idea is to develop an analysis of dining as a
multidimensional experience. In order to assess the relative importance of various aspects of
restaurant services, customers were asked to estimate their willingness to pay for six aspects of the
dining experience: food, service, fine cuisine, restaurant interior, good company and other customers.
Customers were asked to evaluate an ideal restaurant experience as well as their latest restaurant
experience. Thus the actual evaluation could be compared with an ideal value to explore where
restaurants have opportunities to enhance customers’ restaurant experiences. Results clearly
indicate that social needs are important for customers at evening restaurants whereas physiological
needs dominate for customers at lunch restaurants.

Managing behavioral intentions in diverse cultural environments: an

investigation of service quality, service value, and satisfaction for
American and Ecuadorian fast-food customers
Author links open overlay panelMichael K.BradyaJ.JosephCronin2c
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https://doi.org/10.1016/S1075-4253(00)00041-7Get rights and content

Abstract
This study reports a cross-cultural assessment of the effects of service quality, service value, and
satisfaction on consumers' behavioral intentions. The study endeavors to extend recent advances in
services marketing theory to the international level of analysis. A composite model of a service
encounter is developed based on the literature cited and compared across 425 North American and
Latin American fast-food customers. A number of significant findings are reported, including the
empirical verification of the position that service value and satisfaction drive consumers' behavioral
intentions in North America, whereas Latin Americans are found to emphasize satisfaction in their
service assessments. These results indicate that American consumers tend to place more emphasis
on the tradeoff between what they receive in the service encounter and what they have to give up to
receive the benefit. Conversely, Latin American consumers place heightened importance on the more
emotive satisfaction judgment. The immediate implication for practitioners in both regions is that
North Americans should respond favorably to offerings that emphasize the quality of the meal relative
to the expenditure required. Latin Americans, on the other hand, should respond to more emotional
appeals that accentuate the pleasure derived from the encounter.