Applying loss aversion to assess the effect of customers' asymmetric responses to service quality on post-dining behavioral intentions: An empirical survey in the restaurant sector

Kuo Chien Chang*, Mu-Chen Chen, C. L. Hsu Chia-Lin

*Corresponding author for this work

研究成果: Article同行評審

27 引文 斯高帕斯(Scopus)

摘要

Using the loss aversion concept, this paper attempts to investigate the relationship between service quality and customers' post-dining behavioral intentions in the restaurant sector. Incorporating the DINESERV instrument, the results gained from a Chinese chain restaurant indicate that a decrease in service quality from the reference point (customer's expectation) will decrease the perceived service value and customer satisfaction, but that an increase in service quality may not have significant effects on these two behavioral constructs. Moreover, the behavior-related causal relationships underlying service quality suggest that perceived service value and attitudinal loyalty succeed in acting as mediating variables within the model.

原文English
頁(從 - 到)620-631
頁數12
期刊International Journal of Hospitality Management
29
發行號4
DOIs
出版狀態Published - 1 十二月 2010

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