Main content

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

Show full item record

Title: Effects of Interaction Quality on Solo Diner’s Behavioural Intentions: Role of Emotions
Author: Pan, Xiaochen
Department: School of Hospitality, Food and Tourism Management
Program: Tourism and Hospitality
Advisor: Jo, WooMiChoi, Hwansuk Chris
Abstract: This 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.
Date: 2022-05
Terms of Use: All items in the Atrium are protected by copyright with all rights reserved unless otherwise indicated.

Files in this item

Files Size Format View Description
Pan_Xiaochen_202205_MSc.pdf 2.247Mb PDF View/Open Thesis

This item appears in the following Collection(s)

Show full item record

The library is committed to ensuring that members of our user community with disabilities have equal access to our services and resources and that their dignity and independence is always respected. If you encounter a barrier and/or need an alternate format, please fill out our Library Print and Multimedia Alternate-Format Request Form. Contact us if you’d like to provide feedback:  (email address)