The purpose of this qualitative descriptive study was to explore how adult restaurant customers with food allergies describe how attitude, subjective norms, and perceived behavioral control influence their knowledge-seeking and knowledge-sharing behavior, which leads to their own customer satisfaction when dining out. This online study included 157 participants for the questionnaire part and 16 participated in interviews. All participants were members of the [Redacted by author]. The theoretical foundation used for this study was Ajzen’s theory of planned behavior. The data for this study were collected through two sources; online questionnaire and online Zoom or phone interview. The findings of this study indicated that pro-active attitude and reviews of others, who are in the same situation, are key factors in relation to dining out with food allergies. In addition, self-confidence and control over information and food ordering process has a strong influence on the decision-making process and sharing the dining experience with others. Customer satisfaction was increased through comprehensive information, knowledgeable staff, communication, attention from chef or manager, and staff training and policies on food allergies.
|Commitee:||Wieters, Lori, Ritter-Williams, Debbie|
|School:||Grand Canyon University|
|Department:||College of Doctoral Studies|
|School Location:||United States -- Arizona|
|Source:||DAI-A 81/2(E), Dissertation Abstracts International|
|Keywords:||Customer satisfaction, Knowledge seeking behavior, Knowledge sharing behavior, Restaurant customers with food allergies, Theory of planned behavior, Restaurant customers satisfaction model|
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