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http://dx.doi.org/10.7318/KJFC.2006.21.5.500

Mediating Effects of the Factors on the Relationships between Customers' Past Behavior and Intention to Voice at Western Restaurant in Suncheon City  

Pyo, Gil-Taek (Cooking Science, Sunchon National University)
Kang, Jong-Heon (Cooking Science, Sunchon National University)
Publication Information
Journal of the Korean Society of Food Culture / v.21, no.5, 2006 , pp. 500-506 More about this Journal
Abstract
The purpose of this study was to examine the mediating role of attitude, subjective norm, and perceived behavioral control on the relationships between past behavior and customers' intention to engage in voice of dissatisfaction responses. Results of the study demonstrated that the inclusion of past behavior improved the predictability of the voice of dissatisfaction response intentions. Furthermore, the mediating analyses indicated that the influence of past behavior was mediated by mediator. In the contests of voice behavior, the effect of past behavior on intention was not mediated by attitude and perceived behavioral control. Meanwhile, subjective norm mediated the relationship between past behavior and the intention to engage in voice behavior.
Keywords
past behavior; attitude; subjective norm; perceived behavioral control; voice behavior; mediator;
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