کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1010108 1482519 2009 11 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری استراتژی و مدیریت استراتژیک
پیش نمایش صفحه اول مقاله
Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?
چکیده انگلیسی

This study investigates American customers’ perceptions of Chinese restaurants in the U.S., using the Importance–Performance Analysis (IPA) approach. This study also examines which attributes of Chinese restaurants influence American customers’ satisfaction and behavioral intentions. The IPA shows that environmental cleanliness and attentive service are two important areas where Chinese restaurateurs can make improvements. In addition, food taste and service reliability appear to be key attributes for Chinese restaurants’ success. Overall, this study indicates that food quality, service reliability and environmental cleanliness are three pivotal attributes to create satisfied customers and positive post-dining behavioral intentions. Chinese restaurant managers should reasonably allocate their limited resources to restaurant attributes based on their contributions to customer satisfaction and behavioral intentions.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: International Journal of Hospitality Management - Volume 28, Issue 3, September 2009, Pages 338–348
نویسندگان
, ,