한국식생활문화학회지 (Journal of the Korean Society of Food Culture)

  • 제26권3호
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  • Pages.271-278
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  • 2011
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  • 1225-7060(pISSN)
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  • 2288-7148(eISSN)
한국식생활문화학회 (Korean Society of Food Culture)
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레스토랑 서비스 단계에 따른 서비스 속도가 고객만족에 미치는 조절효과에 관한 연구

The Moderating Effects of Perceived Service Encounter Pace on Customer Satisfaction in a Restaurant

  • Cho, Mee-Hee (Department of Food Service Management, Kyunghee University) ;
  • Kim, Sun-Joo (Department of Food Service Management, Kyunghee University) ;
  • Lee, Kyung-Hee (Department of Food Service Management, Kyunghee University)
  • 투고 : 2011.03.28
  • 심사 : 2011.06.21
  • 발행 : 2011.06.30
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초록

The purpose of this study was to examine the effect of customer perceptions of control within the dining experience on customer satisfaction. Customer perceptions of the resulting pace of the service encounter negatively impacted their satisfaction ratings during the stages of ordering, production, and payment in a restaurant. The moderating influence of perceived service pace satisfaction during service stages in a restaurant on the relationship between perceived service pace and customer satisfaction was also examined. Perceived service pace satisfaction was examined using expectancy disconfirmation theory. The effect of perceived pace on customer satisfaction was moderated by perceived service pace satisfaction during the production stage with a greater tolerance to a faster pace during the ordering stage. The management needs to consider the negative effect of service encounter pace on customer satisfaction. Perceived service pace satisfaction during the service stages in a restaurant should also be factored into strategy development for duration control.

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