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KMID : 0665220110240040670
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Korean Journal of Food and Nutrition
2011 Volume.24 No. 4 p.670 ~ p.679
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A Study on the Hotel Buffet Restaurant's Service Quality, Emotional Reaction, Recommendation Intention, and Defection Intention of Customer
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Lee Jae-Il
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Abstract
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This study investigated the hotel buffet restaurant`s service quality, emotional reaction of customer, recommendation intention, and defection intention. The survey was conducted from January 3 to February 7 in 2011, and 400 respondents were used in the data analysis. As a results of this study, the hotel buffet restaurant`s service quality was classified by the interaction, outcome, and physical environment quality. The emotional reaction of hotel buffet restaurant`s customer was classified by the positive and negative emotion. The all factors of hotel buffet restaurant`s service quality had a positive impact on positive emotion, while it had a negative impact on negative emotion. The positive emotion reaction of hotel buffet restaurant`s customer had a positive impact on the recommendation intention, while the negative emotion had a negative impact on the recommendation intention. And the negative emotion had a positive impact on the defection intention in hotel buffet restaurants. In addition, there were partially differences in the service quality and emotional reaction by general characteristics. There were significant differences in the recommendation intention by marriage status and monthly income. Therefore, the hotel buffet restaurants have to design a strategy of service for increasing customer`s positive emotion and recommendation intention.
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KEYWORD
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service quality, emotional reaction, recommendation intention, defection intention
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