Culinary science and hospitality research (한국조리학회지)
- Volume 17 Issue 5
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- Pages.167-183
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- 2011
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- 2466-0752(pISSN)
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- 2466-1023(eISSN)
The Effects of Customer-appraised Physical Attractiveness of Employees on Emotional Response and Customer Satisfaction in Casual Dining Restaurants: Focused on University and Graduate Students in Seoul
- Jung, Hyo-Sun (Dept. Culinary Service Management, Kyung Hee University) ;
- Yoon, Hye-Hyun (Dept. Culinary Service Management, Kyung Hee University)
- Received : 2011.04.11
- Accepted : 2011.09.01
- Published : 2011.12.31
Abstract
The purpose of this study is to identify the associations among the customer-appraised physical attractiveness of employees, emotional response and customer satisfaction, which has not been fully explored in the foodservice literature. Based on total 249 samples obtained from the empirical research, this study reviewed reliability and fitness of the research model and verified total 3 hypotheses using Amos program. As a result, the physical attractiveness of employees had a significant effect on emotional response of customers and satisfaction. In particular, in casual dining restaurants, the physical attractiveness of employees had a significant positive effect on emotional response (
본 연구에서는 대학생 및 대학원생을 대상으로 패밀리레스토랑의 서비스 상황에서 지각된 직원의 신체적 매력도가 감정적 반응 및 고객만족도에 미치는 영향을 고찰하였으며, 이러한 인과관계에서 감정적 반응의 매개역할을 추가적으로 검증하였다. 패밀리레스토랑에서의 서비스 상황에 대한 시나리오 설문을 통해 총 249명의 대학생으로부터 자료를 수집하였다. 분석 결과, 고객에게 인지된 직원의 신체적 매력도는 감정적 반응(
Keywords
- physical attractiveness of employees;
- emotional response;
- customer satisfaction;
- casual dining restaurants