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Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention

Title
Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention
Author
현성협
Keywords
Luxury hotel restaurant; Physical environment quality; Service quality; Food quality; Customer satisfaction; Intentions
Issue Date
2017-05
Publisher
ELSEVIER SCI LTD
Citation
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, v. 63, page. 82-92
Abstract
This study developed a theoretical framework in which overall image, image congruence, and quality of physical environment, service, and food affect guests' satisfaction and intentions to revisit a luxury hotel restaurant and visit other restaurants of the same hotel by considering the influence of conspicuousness as a moderator. The measurement model assessment revealed that all items included an acceptable level of measurement quality. Results of the structural analysis indicated that the research variables were in general significantly associated; quality dimensions and satisfaction had a mediating role; and the impact of satisfaction and overall image on decision formation was greater than that of other variables. Moreover, the structural invariance model assessment indicated that conspicuousness acted as a significant moderator. Overall, our proposed theoretical framework was found to include a sufficient power in predicting patrons' intentions for luxury hotel restaurant products. Using this quantitative approach, our research objectives were wholly achieved. (C) 2017 Elsevier Ltd. All rights reserved.
URI
https://www.sciencedirect.com/science/article/pii/S0278431916301785?via%3Dihubhttp://repository.hanyang.ac.kr/handle/20.500.11754/114191
ISSN
0278-4319; 1873-4693
DOI
10.1016/j.ijhm.2017.03.006
Appears in Collections:
COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > TOURISM(관광학부) > Articles
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