613
Views
9
CrossRef citations to date
0
Altmetric
Articles

International Tourists’ Satisfaction with Ghanaian Upscale Restaurant Services and Revisit Intentions

, &

REFERENCES

  • Akyeampong, O. A. (2007). Tourism in Ghana: The accommodation sub-sector. Accra, Ghana: Janel Publications.
  • Amissah, E. F. (2013). Tourist satisfaction with hotel services in Cape Coast and Elmina, Ghana. American Journal of Tourism Management, 2(1), 26–33.
  • Barber, N. (2008). How self-confidence and knowledge affects the sources of information selected during purchase situations. Published dissertation, Texas Tech University, Lubbock, Texas.
  • Barber, N., & Scarcelli, J. (2010). Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale. Measuring Service Quality, 20(1), 46–69.
  • Barlow, J., & Moller, C. (2008). A complaint is a gift: Recovering customer post-purchase behavior intention when things go wrong (2nded.). San Francisco, CA: Berrett-Koehler Publishers.
  • Blackiston, H., & Evans, C. (2004). The lavatory laboratory. Restaurant Hospitality, 88(5), 142–144.
  • Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49.
  • Brady, M. K., Cronin, J., & Brand, R. R. (2002). Performance; only measurement of service quality: A replication and extension. Journal of Business Research, 55(1), 17–31.
  • Chen, C. F., & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29–35.
  • Chen, C., & Tsai, M. (2008). Perceived value, satisfaction and loyalty of TV travel product shopping: Involvement as a moderator. Tourism Management, 29(6), 1166–1171.
  • Choi, T. Y., & Chu, R. (2000). Levels of satisfaction among Asian and Westerns travellers. International Journal of Quality and Reliability Management, 17(2), 116–131.
  • Cohen, E., & Avieli, N. (2004). Food and tourism: Attraction and impediment. Annals of Tourism Research, 31(4), 755–778.
  • Cronin, J., Brady, M.K., & Hult, T. M. (2000). Assessing the effects of quality, value and customer satisfaction on consumer behavioural intentions in service environments. Journal of Retailing, 76(2), 193–218.
  • Ghana Tourism Authority [GTA]. (2013). List of licensed restaurants in Ghana: June, 2013. Accra Office, Archives.
  • Gursoy, D., McCleary, K. W., & Lepsito, L. R. (2003). Segmenting dissatisfied restaurant customers based on their complaining response styles. Journal of Food Service Business Research, 6(1), 25–44.
  • Harbaugh, R. (2002). Proven lessons for generating good mail survey response rates. Medical Marketing and Media, 37(10), 70–75.
  • Hutchinson, J., Lai, F., & Wang, Y. (2009). Understanding the relationships of quality, value, equity, satisfaction, and behavioural intentions among golf travellers. Tourism Management, 30(1), 289–308.
  • Jain, K. S., & Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa, 29(2), 25–37.
  • Kassim, N. M., & Bojei, J. (2002). Service quality gaps in the telemarketing industry. Journal of Business Research, 55(11), 845–852.
  • Kinnear, P., & Gray, D. (2002). SPSS for windows made simple. Sussex: Psychology Press.
  • Larson, P. D., & Chow, G. (2003). Total cost/response rate trade-offs in mail survey research: impact of follow-up mailings and monetary incentives. Industrial Marketing Management, 32(7), 533.
  • Lee, S. Y., Petrick, J. F., & Crompton, J. (2007). The roles of quality and intermediary constructs in determining festival attendees behavioural intention. Journal of Travel Research, 45(4), 402–412.
  • Lockyer, T. (2003). Hotel cleanliness: how do guests view it. Let us get specific. A Zealand study. Hospitality Management, 22(1), 297–305.
  • Mensah, I. (2009). Management of tourism and hospitality service (1st ed.). Accra, Ghana: Woeli Publishing.
  • Mill, R. C. (2007). Restaurant management: Customers, operations, and employees (3rd ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
  • Oliver, R. L. (1997). Satisfaction: A behavioural perspective on the consumer. New York, NY: McGraw-Hill.
  • Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). Armonk, NY: M.E. Sharpe.
  • Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the Academy of Marketing Science, 30(3), 240–249.
  • Pallant, J. (2005). SPSS survival manual: A step by step guide to using SPSS for windows (version 12). New South Wales, Australia: Allen & Unwin.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58(1), 111–124.
  • Pratten, J. D. (2003). The importance of waiting staff in restaurant service. British Food Journal, 105(11), 826–834.
  • Prendergast, G., & Man, H. W. (2002). The influence of store image on store loyalty in Hong Kong’s quick service restaurant industry. Journal of Foodservice Business Research, 5(1), 45–59.
  • Raajpoot, N. A. (2002). TANGSERV: A multiple item scale for measuring tangible quality in foodservice industry. Journal of Foodservice Business Research, 5(2), 109–127.
  • Rataree, G. (2003). Measurement of customer satisfaction level of hotel food and beverage service at the Westin Hotel, Oklahoma City, Oklahoma. Unpublished thesis, Oklahoma State University.
  • Reichheld, F. F. (1996). The loyalty effect. Boston, MA: Harvard Business School Press.
  • Ryan, C., & Gu, H. (2007). Perceptions of Chinese hotels. Cornell Hotel and Restaurant Administration Quarterly, 48(4), 380–391.
  • Ryu, K., & Jang, S. (2007). The effect of environmental perceptions on behavioural intentions through emotions: The case of upscale restaurants. Journal of Hospitality & Tourism Research, 31(1), 56–72.
  • Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330–343.
  • Scarcelli, J. (2007). Clean restaurant restrooms: Do they indicate a clean kitchen. Published Master’s thesis, Purdue University, West Lafayette, Indiana.
  • Sloan, D. (2004). Culinary taste: Consumer behaviour in the international restaurant sector. (2nd ed.). Oxford, England: Elsevier Butterworth-Heinemann.
  • Song, Z., Kong, H., & Chen, Y. (2008). Tourist satisfaction, perceived service value, and repurchase intentions: The case of Hong Kong’s airline, hotel and restaurant services. Journal of China Tourism, 4(3/4), 336–364.
  • Soriano, D. (2002). Customers’ expectations factors in restaurants: The situation in Spain. International Journal of Quality & Reliability Management, 19(8/9), 1055–1067.
  • Sulek, J. M., & Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait: The case of a full-service restaurant. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 235–247.
  • Sweet, S. (1999). Data analysis with SPSS. Needham Heights, MA: Allyn and Bacon.
  • Tabachnick, B. G., &. Fidell, L. S. (2001). Using multivariate statistics. (4th ed.). New York, NY: Harper Collins.
  • Teas, K. R. (1993). Expectations, performance evaluation, and consumer’s perceptions of quality. Journal of Marketing, 57(1), 18–34.
  • Teas, K. R. (1994). Expectations as a comparison standard in measuring service quality: An assessment of reassessment. Journal of Marketing, 58(1), 132–139.
  • Threevitaya, S. (2003). Factors that influenced the decisions of customers to dine at selected restaurants in Bangkok, Thailand. Unpublished Master’s thesis, University of Wisconsin-Stout, Menomonie.
  • Tian-Cole, S., & Cromption, J. (2003). A conceptualisation of relationships between service quality and visitor satisfaction, and their links to destination selection. Leisure Studies, 22(1), 65–80.
  • Tillotson, J. E. (2003). Fast-casual dining: Our next eating passion. Nutrition Today, 38(3), 91–94.
  • Torres, R. (2002). Towards a better understanding of tourism and agriculture linkages in the Yucatan: Tourist food consumption and preferences. Tourism Geographies, 4(1), 282–307.
  • Tsang, N., & Ap, J. (2007). Tourists perceptions of relational service quality: A cross cultural study. Journal of Travel Research, 45(3), 355–363.
  • Wall, E. A., & Berry, L. L. (2007). The combined effects of the physical environment and employee behaviour on customer perception of restaurant service quality. Cornell Hotel and Restaurant Administration Quarterly, 48(1), 59–69.
  • Wiwat J., & Pattanij. G. (2012). The relationships of factors affecting post-purchase behavioral intentions in tourism sector. Silpakorn University Journal of Social Sciences, Humanities, and Arts, 12(1),72–90.
  • Wong, J., & Law, R. (2003). Difference in shopping satisfaction levels: A study of tourists in Hong Kong. Tourism Management, 24(4), 401–410.
  • Yeung, S., & Leung, C. (2007). Perception and attitude of Hong Kong hotel guest-contact employees towards tourists from mainland China. International Journal of Tourism Research, 9(6), 395–407.
  • Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination post-purchase behavior intention: A structural model. Tourism Management, 26(1), 45–56.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.