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

被引：24

作者：

Chang, Kuo-Chien ^{[1
]}

Chen, Mu-Chen ^{[2
]}

Hsu, Chia-Lin ^{[3
]}

机构：

[1] Chihlee Inst Technol, Dept Sports Hlth & Leisure, Banciao City 220, Taipei County, Taiwan

[2] Natl Chiao Tung Univ, Inst Traff & Transportat, Taipei 100, Taiwan

[3] Natl Taiwan Univ Sci & Technol, Dept Business Adm, Taipei 106, Taiwan

来源：

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2010年 / 29卷 / 04期

关键词：

Loss aversion; DINESERV; Customers' post-behavioral intentions; CONSUMER PERCEPTIONS; SATISFACTION; MODEL; DETERMINANTS; LOYALTY; IMPACT; RETURN;

D O I：

10.1016/j.ijhm.2009.11.004

中图分类号：

F [经济];

学科分类号：

02 ;

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. (C) 2009 Elsevier Ltd. All rights reserved.

引用

页码：620 / 631

页数：12