Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

 
2007 Annual International CHRIE Conference & Exposition 
390
Wong, Chak-keung Simon and Kwong, W.Y.Y. (2004). “Outbund tourists’ selection criteria for choosing all-
inclusive package tours. 
Tourism Management
, 25(5): 581-592.

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2007 Annual International CHRIE Conference & Exposition 
391
MODERATING ROLE OF PERSONAL CHARACTERISTICS IN FORMING RESTAURANT 
CUSTOMERS' BEHAVIORAL INTENTIONS - AN UPSCALE RESTAURANT SETTING 
Kisang Ryu 
Hotel, Restaurant and Tourism Administration 
University of New Orleans
New Orleans, Louisiana, USA 
ABSTRACT 
This study attempted to investigate the relationships among overall service quality (OSQ), customer 
satisfaction (CS), and behavioral intentions (BI), such as repeat visit intention (RVI) and word-of-mouth intention 
(WOMI), by considering the moderating role of personal characteristics (gender and age) in an upscale restaurant 
setting. Structural equation analyses showed that OSQ was an antecedent of CS, and CS was a significant predictor 
of RVI and WOMI. In addition, metric invariance test revealed that the strength of the relationships among study 
constructs was generally strongly influenced by personal characteristics.