Importance of relationship quality and communication on foodservice for the elderly

Sunhee Seo, Ki Joon Back, Carol W. Shanklin

Research output: Contribution to journalArticlepeer-review

3 Scopus citations


In order to promote foodservice for the elderly, foodservice managers in Continuing Care Retirement Communities (CCRCs) must identify the main factors to enhance the satisfaction and behavioral intentions with food service. The purpose of this study was to investigate the relationships between relationship quality (consisting of trust, commitment, and satisfaction) and communication in the formation of elderly's behavioral intentions with food services at CCRCs. A survey was administered to residents in two CCRCs and a total of 327 residents participated. A tested structural equation model exhibited good model fit and explanatory power of the study construct. Satisfaction directly influenced word-of-mouth and service quality has an influence on commitment. Commitment was a significant determinant of behavioral intentions to eat more often in the dining room. Also, communication showed positive association with trust. The results provided strong evidence for the importance of satisfaction and communication as a consequence of relationship marketing efforts. Suggestions for future research to better understand the elderly' behavioral intention judgments were given.

Original languageEnglish
Pages (from-to)73-79
Number of pages7
JournalNutrition Research and Practice
Issue number1
StatePublished - Feb 2011


  • Communication
  • Elderly
  • Food service
  • Relationship quality
  • Satisfaction


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