KMID : 0665420100250040456
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Korean Journal of Food Culture 2010 Volume.25 No. 4 p.456 ~ p.465
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Study on the Effects of Service Encounter Elements in a Family Restaurant Based on Customers¡¯ Emotional Response and Satisfaction
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Jung Hyo-Sun
Yoon Hye-Hyun
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Abstract
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The purpose of this study was to understand the interrelationships between customers¡¯ perception of service encounter elements, customers¡¯ emotional response and customer satisfaction in a family restaurant. Based on a total of 408 samples, this study reviewed the reliability and fitness of the research model and verified a total of 4 hypotheses using the Amos program. The hypothesized relationships of the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ¥ö2=821.151 (df=333), CMIN/df 2.466, GFI .878, NFI .927, IFI .955, TLI .949, CFI .955, RMSEA .060. The results showed that human factor (¥â=.426) and physical factor (¥â=.266) as service encounter elements in family restaurants were indicated to have a positive (+) influence on customers¡¯ positive emotion. For influence of customers¡¯ negative emotion, human factor (¥â=-.157) was surveyed to have a negative (-) influence. Also, customers¡¯ positive emotion (¥â=.716) and negative emotion (¥â=-.081) had significant effects on customer satisfaction. Limitations and future research directions are also discussed
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KEYWORD
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service encounter element, emotional response, customer satisfaction, family restaurant, customer
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