Culinary science and hospitality research (한국조리학회지)

Culinary Society of Korean Academy (한국조리학회)
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A Comparative Study of Restaurant Customers' Waiting Time in a Quasi-experimental Setting

유사실험설계에 의한 레스토랑 고객의 대기시간 비교연구

  • Bae, Gumkwang (Dept. of Hospitality Management, University of Missouri) ;
  • Kim, Dae-Young (Dept. of Hospitality Management, University of Missouri)
  • 배금광 (미국 미주리 대학, 호스피탈리티 경영학과) ;
  • 김대영 (미국 미주리 대학, 호스피탈리티 경영학과)
  • Received : 2013.08.15
  • Accepted : 2014.06.10
  • Published : 2014.06.30
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Abstract

In recognition of the significance of waiting time in restaurant management, a quasi-experimental design was employed to measure the gap between actual and perceived waiting time in a real restaurant setting. In particular, this study focused on a comparison of Americans and Koreans to explore gender and culture differences in customer waiting behaviors. The results indicated that compared to American women, Korean women are more tolerant of waiting, and reported perceived waiting time as much longer than actual waiting time. However, there are no gender differences in both cultures. It is anticipated that managers will be able to adjust their operational strategies based on these results.

레스토랑 경영에서 대기시간의 중요성에 대한 인식과 함께, 물리적 시간과 인지적 시간의 차이를 측정하기 위한 유사설계 실험연구가 실제 레스토랑 환경에서 실행되었다. 특히, 본 연구는 미국고객과 한국고객의 성별 과 문화적 차이에 따른 대기시간 행동 비교를 집중적으로 탐색하였다. 그 결과, 한국 여성고객들에 비하여 미국 여성고객이 대기시간에 대하여 더 빨리 불편하게 반응하였다. 또한, 한국 여성고객들이 다른 고객들에 비해 실제 경험한 물리적 시간보다 더 많이 기다린 것으로 인지하였다. 하지만, 성별에 따른 인지적, 물리적 대기시간의 차이는 양 집단 모두에서 발견되지 않았다. 본 연구의 결과를 바탕으로 레스토랑 운영자들이 레스토랑 운영전략을 수정할 수 있을 것으로 기대된다.

Keywords

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