Drives for behavioral intentions in dining services: Frequent users vs. occasional users

Abstract

This study examined differences in residents' evaluations of service quality, satisfaction, trust, commitment, and communication based on their relationship frequencies in continuing care retirement communities (CCRCs). This study surveyed independent living residents of two CCRCs in a Midwestern state. Significant influences were found in satisfaction with food, trust, commitment, and communication between frequent and occasional users in CCRCs without a meal requirement. Satisfaction with food influenced frequent users' intentions to eat more often in the dining room. Communication and satisfaction with food predicted occasional users' intentions to eat more often in the dining room. Dining service managers should identify specific strategies to enhance food quality and improve employee communication and interaction with residents. © 2008 by The Haworth Press.