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The effects of restaurant quality attributes on customer behavioral intentions

Milos Bujisic (Rosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USA)
Joe Hutchinson (Rosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USA)
H.G. Parsa (Daniels College of Business, University of Denver, Denver, Colorado, USA)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 4 November 2014

Abstract

Purpose

The purpose of this paper was to investigate the relationships between restaurant quality attributes and customer behavioral intentions.

Design/methodology/approach

An experimental design was chosen to provide a high level of internal validity. Three separate 3 × 2 factorial design experiments were conducted through 18 separate vignette scenarios for three levels of quality (below average, average and above average) of three common restaurant attributes (food, service and ambience) in two types of restaurants (quick service and upscale).

Findings

The results indicated that the type of restaurant moderated the relationship between restaurant service and ambience quality and customer behavioral intentions.

Practical implications

The results of this study suggest that management of quick-service and upscale restaurants should focus on food quality, but establish different resource allocation priorities with respect to service and ambience quality.

Originality/value

This study examined the linearity of the relationships between three common restaurant attributes (food, service and ambience) for three levels of quality (below average, average and above average) in two types of restaurants (quick service and upscale).

Keywords

Citation

Bujisic, M., Hutchinson, J. and Parsa, H.G. (2014), "The effects of restaurant quality attributes on customer behavioral intentions", International Journal of Contemporary Hospitality Management, Vol. 26 No. 8, pp. 1270-1291. https://doi.org/10.1108/IJCHM-04-2013-0162

Publisher

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Emerald Group Publishing Limited

Copyright © 2014, Emerald Group Publishing Limited