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.
| Original language | English |
|---|---|
| Pages (from-to) | 79-101 |
| Number of pages | 23 |
| Journal | Journal of Foodservice Business Research |
| Volume | 10 |
| Issue number | 4 |
| DOIs | |
| State | Published - 2008 |
Bibliographical note
Funding Information:Acknowledgements: The researchers acknowledge the support provided to the lead author by research assistantships awarded by K-State Research and Extension (contribution number 06-35-J). The authors are grateful to the foodservice managers and residents in the two continuing care retirement communities who participated in this study.
Keywords
- Behavioral intentions
- Communication
- Dining services
- Relationship frequency
- Retirement community
- Satisfaction
- Service quality