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Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage

Jaksa Kivela (Associate Professor, Department of Hotel and Tourism Management, Hong Kong Polytechnic University, Kowloon, People’s Republic of China)
Robert Inbakaran (Lecturer in Tourism, Department of Hospitality, Tourism and Leisure, RMIT University, Melbourne, Australia)
John Reece (Lecturer in Psychology, Department of Psychology and Intellectual Disability Studies, RMIT University, Bundoora, Australia)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 1 September 1999

Abstract

This article proposes a conceptual model that explains dining satisfaction and predicts post‐dining behavioural intentions. The model provides a reference framework for conceptualising and describing the effects of disconfirmation on individuals’ dining and post‐dining experience processes, and within which dining satisfaction research findings can be related, organised, and integrated to form a systematic body of knowledge. The resulting discussion reviews consumer satisfaction research to date and evaluates applications of the approach in customer feedback. The article concludes that disconfirmation theory has sufficient comprehensiveness by suggesting that dining satisfaction is a consequence of disconfirmation and that satisfaction with the dining event does lead to repeat patronage. Subsequent articles (Part 2) will report and explain the research design and analytical methods used in this study, and (Part 3) will report on data analysis and findings of the study.

Keywords

Citation

Kivela, J., Inbakaran, R. and Reece, J. (1999), "Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage", International Journal of Contemporary Hospitality Management, Vol. 11 No. 5, pp. 205-222. https://doi.org/10.1108/09596119910272739

Publisher

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MCB UP Ltd

Copyright © 1999, MCB UP Limited