Impact of restaurant owners'/managers' handling of customers' unexpected incidents on customers' revisit intention Online publication date: Mon, 11-Dec-2017
by Tin-Chun Lin
International Journal of Economics and Business Research (IJEBR), Vol. 15, No. 1, 2018
Abstract: The main purpose of this research is to explore whether or not restaurant owners/managers handle customers' unexpected incidents can affect customers' intention to revisit the same restaurant. We used the case of coupon incident as an example. We then designed an experiment and conducted a survey, and also developed single-equation regression models (both two-stage least squares and ordinary least squares procedures) to test the hypothesis. Results demonstrate that customers who were unhappy when restaurant owners/managers denied them the use of effective coupons were less likely to revisit the same restaurant, as well as no matter the reasons for disallowing coupon use, customers' intention to revisit the same restaurant was frustrated by the experience. Consequently, the main contribution of this study is in offering a different analytical perspective on customer post-purchase behavioural intention by verifying whether the way restaurant owners/managers handle customers' unexpected incidents may influence customers' revisit intention.
Online publication date: Mon, 11-Dec-2017
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Economics and Business Research (IJEBR):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email firstname.lastname@example.org