Effects of Interaction Quality on Solo Diner’s Behavioural Intentions: Role of Emotions

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dc.contributor.advisorJo, WooMi
dc.contributor.advisorChoi, Hwansuk Chris
dc.contributor.authorPan, Xiaochen
dc.date.accessioned2022-05-18T20:08:06Z
dc.date.available2022-05-18T20:08:06Z
dc.date.copyright2022-05
dc.date.created2022-05-10
dc.degree.departmentSchool of Hospitality, Food and Tourism Managementen_US
dc.degree.grantorUniversity of Guelphen
dc.degree.nameMaster of Scienceen_US
dc.degree.programmeTourism and Hospitalityen_US
dc.description.abstractThis study investigates the solo diner’s unplanned discretionary buying and dedicational behaviour intentions. More specifically, by applying Cognitive Appraisal Theory (CAT), the study aims to understand the relationship among solo diners’ perception of interaction with restaurant employees and nonverbal communication with peer diners, emotional responses, and behavioural intentions in a full-service restaurant. The study findings point to the significant impact of nonverbal customer-to-customer (C2C) and customer-to-employee (C2E) interaction quality on emotions and two kinds of behavioural intentions (i.e., enhancement and advocacy intentions). Negative emotions were found to significantly influence discretionary unplanned buying and enhancement intentions while positive emotions had significant impacts only on advocacy intention. Lastly, the mediating effect of positive and negative emotions between interaction quality and behavioural intention was confirmed. Beyond contributions to the literature, the findings can also help practitioners become more aware, and address the needs, of this lucrative, largely ignored market.en_US
dc.identifier.urihttps://hdl.handle.net/10214/26979
dc.language.isoenen_US
dc.publisherUniversity of Guelphen
dc.rights.licenseAll items in the Atrium are protected by copyright with all rights reserved unless otherwise indicated.
dc.subjectSolo diningen_US
dc.subjectSolo consumersen_US
dc.subjectNonverbal customer-to-customer interactionen_US
dc.subjectCognitive Appraisal Theoryen_US
dc.subjectCustomer-to-employee interactionen_US
dc.subjectEmotionsen_US
dc.titleEffects of Interaction Quality on Solo Diner’s Behavioural Intentions: Role of Emotionsen_US
dc.typeThesisen
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