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001-es BibID:	BIBFORM098786
Első szerző:	Premordia, Inda
Cím:	Experience: What are the determining factors of service failure affecting behavioral intentions? / Inda Premordia, Tímea Gál
Dátum:	2021
ISSN:	2344-1712
Megjegyzések:	Present study empirically examined the determining factors of service failure in restaurant dining experience leading to negative online reviews and, thus, behavioral intentions (i.e., repeat purchase and recommendation to others). The findings underline that (1) any service mishap with regard to food quality and cleanliness triggers customer participations in negative online reviews, switching intentions and discouragement for potential customers to purchase; (2) service quality is a strong and important determining factor of service failure affecting behavioral intentions and is superior relative to other significant predictors; (3) frontline staff attitude is likely to prompt dissatisfied customers to engage in negative online reviews and cause an effect on price sensitivity, however it does not necessarily influence behavioral intentions; (4) contrary to prior research, price-value significantly affects behavioral intentions. In the presence of dissatisfaction influenced by poor food quality and frontline staff attitude, price sensitivity increases; therefore, it stimulates behavioral intentions. Further elaboration of the findings is also discussed therein with insights for marketing practice.
Tárgyszavak:	Társadalomtudományok Közgazdaságtudományok idegen nyelvű folyóiratközlemény külföldi lapban folyóiratcikk complaint behaviour dining experiment negative online costumer reviews service failure
Megjelenés:	Network Intelligence Studies. - 9 : 17 (2021), p. 69-83. -
További szerzők:	Gál Tímea (1985-) (gazdasági agrármérnök)
Internet cím:	Szerző által megadott URL Intézményi repozitóriumban (DEA) tárolt változat
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