The effect of service interaction orientation on customer satisfaction and behavioral intention
By Rong-Da Liang, Jun-Shu Zhang. 2012
88 citations recorded by the source corpus.
Purpose – The purpose of this paper is to investigate the relationships among interaction orientation, customer satisfaction and behavioral intentions across firms in the hospitality industry.Design/methodology/approach – A self‐administered survey was conducted with a convenience sample of 628 full‐service seafood restaurants.Findings – The empirical results indicate that interaction orientation has positive influences on customer satisfaction in first‐time and frequent diners; interaction orientation positively affects behavioral intentions in frequent diners; and customer satisfaction positively affects behavioral intentions in first‐time and frequent diners. In addition, customer satisfaction is a mediator between interaction orientation and behavioral intentions.Research limitations/implications – The research target of full‐service seafood restaurants limits the generalizability of the findings to a wider population.Originality/value – In addition to insights on how restaurant promotion strategies s...
Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/11362ed9b162fddb9f5f9375b6d8a4f80fd7ea1c
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Citations in the corpus
- The Influence of Destination Image on Tourist Loyalty and Intention to Visit: Testing a Multiple Mediation Approach (2019, background): “In regard to the destination image, destination image has a positive impact on the intention to visit [59].”