한국조리학회지 (Culinary science and hospitality research)

  • 제22권1호
  • /
  • Pages.1-8
  • /
  • 2016
  • /
  • 2466-0752(pISSN)
  • /
  • 2466-1023(eISSN)
한국조리학회 (Culinary Society of Korean Academy)
권호 표지

Influence of Perceived Service Clues on Experienced Value, Trust, and Loyalty of Franchise Snack Bar: Focused on Busan Area

  • Lee, Soon-A (Dept. of Foodservice Management, Kyungsung University) ;
  • Song, Sung-Hee (Dept. of Foodservice Management, Kyungsung University) ;
  • Lee, Sang-Mook (Dept. of Foodservice Management, Kyungsung University)
  • 투고 : 2016.01.11
  • 심사 : 2016.01.15
  • 발행 : 2016.01.31
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

The purpose of this study is to develop and test a model that explains the effect of perceived service factors on: 1) experienced value, 2) trust, and 3) loyalty in context of franchise snack bar. In addition, the study will clarify how these variables relate to each other. The findings of this study identified that functional and humanic clues are the most significant components which influence on experiential value as well as trust in franchise snack bar sector. These findings may contribute to provide valuable marketing strategic for this business segmentation, and it can be utilized as a fundamental study to establish an efficient business plan to increase revenue in the industry.

키워드

참고문헌

  1. Lee SA, Lee SM, Hahm SP (2015). The study of the relationships among service quality, satisfaction, and revisit intention of franchise snack bar: Focused on Busan area. International Journal of Culinary Research 21(6):264-279.
  2. Statistics Korea [Internet]. Seo (Dae Jeon): Government Buildings Management Office ; 2015 [modified 2006 Feb 2; citied 2009]. Available from: http://kosis.kr/statHtml/statHtml.do?orgId=101&tblId=DT_1KA2019&vw_cd=&list_id=&scrId =&seqNo=&lang_mode=ko&obj_var_id=&itm_id =&conn_path=K1&path=
  3. Sulek JM, Hensley RL (2004). The relative importance of food, atmosphere, and fairness of wait. Cornell Hotel and Restaurant Administration Quarterly 45(3):235-247. https://doi.org/10.1177/0010880404265345
  4. Wu CH, Liang RD (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management 28(4):586- 593. https://doi.org/10.1016/j.ijhm.2009.03.008
  5. Kim HG, Oh SY (2005). The impact of hotel coffee shops' physical environment on perceived service quality: Focused on the coffee shop of deluxe hotel in Seoul. Journal of Toursim Services Research 5(1):89-104.
  6. Suh KY, Kim DS (2011) The effect of restaurant choice attributes on consumption emotion and customer satisfaction. Journal of Foodservice Management 14(1):115-136.
  7. Song JJ, Kim SC, Yu JS (2006). Structural relationships among the service quality, attitude, intention of reusing, service value, satisfaction for hotel coffee shop customer. Journal of Foodservice Management 9(2):67-88.
  8. Bitner MJ (1992). Servicescapes: the impact of physical surroundings on customers and employees. Journal of Marketing 56(2):57-71. https://doi.org/10.2307/1252042
  9. Santos J (2002). From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries. Managing Service Quality 12(5):292-302. https://doi.org/10.1108/09604520210442083
  10. Namasivayam K, Mattila AS (2007). Accounting for the joint effects of the servicescape and service exchange on consumers' satisfaction evaluations. Journal of Hospitality & Tourism Research 31(1):3-18. https://doi.org/10.1177/1096348006292996
  11. Choi MK, Jung JC (2006). The importance⁃performance analysis of bakery cafe choice attributes perceived by customers in Seoul. Journal of Korean Society of Food Science and nutrition 35(4):456-463. https://doi.org/10.3746/jkfn.2006.35.4.456
  12. Wall EA, Berry LL (2007). The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality. Cornell Hotel and Restaurant Administration Quarterly 48(1):59-69. https://doi.org/10.1177/0010880406297246
  13. Namkung Y, Jang SC (2007). Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research 31(3): 387-409. https://doi.org/10.1177/1096348007299924
  14. Quan S, Wang N (2004). Towards a structural model of the tourist experience: an illustration from food experiences in tourism. Tourism Management 25(3):297-305. https://doi.org/10.1016/S0261-5177(03)00130-4
  15. Grandey AA, Fisk GM, Mattila AS, Jansen KJ, Sideman LA (2005). Is "service with a smile" enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes 96(1):38-55. https://doi.org/10.1016/j.obhdp.2004.08.002
  16. Noone BM (2008). Customer perceived control and the moderating effect of restaurant type on evaluations of restaurant employee performance. International Journal of Hospitality Management 27(1):23-29. https://doi.org/10.1016/j.ijhm.2007.07.002
  17. Hetherington MM (2007). Cues to overeat: Psychological factors influencing overconsumption. Proceedings of the Nutrition Society 66(1): 113-123.
  18. Steptoe A, Perkins-Porras L, McKay C, Rink E, Hilton S, Cappuccio FP (2003). Psychological factors associated with fruit and vegetable intake and with biomarkers in adults from a lowincome neighborhood. Health Psychology 22(2): 148-159. https://doi.org/10.1037/0278-6133.22.2.148
  19. Sun YC (2008). Health concern, food choice motives, and attitudes toward healthy eating: The mediating role of food choice motives. Appetite 51(1):42-49. https://doi.org/10.1016/j.appet.2007.11.004
  20. Mathwick C, Malhotra N, Rigdon E (2001). Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing 77(1):39-56. https://doi.org/10.1016/S0022-4359(00)00045-2
  21. Overby JW, Lee EJ (2006). The effects of utilitarian and hedonic online shopping value on consumer preference and intentions. Journal of Business Research 59(10-11):1160-1166. https://doi.org/10.1016/j.jbusres.2006.03.008
  22. Park C (2004). Efficient or enjoyable? Consumer values of eating-out and fast food restaurant consumption in Korea. International Journal of Hospitality Management 23(1):87-94. https://doi.org/10.1016/j.ijhm.2003.08.001
  23. Babin BJ, Darden WR, Griffin M (1994). Work and/or fun: measuring hedonic and utilitarian shopping value. The Journal of Consumer Research 20(4):644-656. https://doi.org/10.1086/209376
  24. Ha J, Jang SC (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management 29(3):520-529. https://doi.org/10.1016/j.ijhm.2009.12.005
  25. Chaudhuri A, Holbrook MB (2001). The chain of effects from brand trust and brand affect to brand performance: The Role of Brand Loyalty. Journal of Marketing 65(2):81-9. https://doi.org/10.1509/jmkg.65.2.81.18255
  26. Delgado-Ballester E, Munuera-Aleman JL (2000). Brand trust in the context of consumer loyatly. European Journal of Marketing 35(11):1238-1258. https://doi.org/10.1108/EUM0000000006475
  27. Oliver RL (1999). Whence consumer loyalty? The Journal of Marketing 63:33-44.
  28. Shoemaker S, Lewis RC (1999). Customer loyalty: the future of hospitality marketing. International Journal of Hospitality Management 18(4): 345-370. https://doi.org/10.1016/S0278-4319(99)00042-0
  29. Morais DB, Dorsch MJ, Backman SJ (2004). Can tourism providers buy their customers’ loyalty? Examining the influence of customer-provider investments on loyalty. Journal of Travel Research 42(3):235-242. https://doi.org/10.1177/0047287503258832
  30. Keller KL (2012). Strategic Brand Management: Building, Measuring and Managing Brand Equity. 4th ed. NJ. Prentice Hall, 600p.
  31. Oppermann M (2000). Tourism destination loyalty. Journal of Travel Research 39(1):78-84. https://doi.org/10.1177/004728750003900110
  32. Hernandez-Lobato L, Solis-Radilla MM, Moliner- Tena MA, Sanchez-Garcia J (2006). Tourism destination image, satisfaction and loyalty: A study in Ixtapa-Zihuatanejo, Mexico. Tourism Geographies 8(4):343-358. https://doi.org/10.1080/14616680600922039
  33. Bagozzi RP, Yi Y (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science 16(1):74-94. https://doi.org/10.1007/BF02723327
  34. Fornell C, Larcker DF (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research 18(3):382-388. https://doi.org/10.2307/3150980
  35. Hair JF, Anderson RE, Tatham RL, Black WC. Multivariate Analysis. 4th ed. NJ. Prentice Hall, 2006. 928p.
  36. Joung HS, Yoon HH (2010). A study on the effects of perceived service quality in upscale Korean restaurants upon customer's feeling response and revisit intent. International Journal of Culinary Research 26(2):129-137.
  37. Yang JY, Kim TH, Kim MJ (2013). The effects of customer satisfaction based on user experience on commitment, loyalty and repeated use in franchise and chain coffee shops. International Journal of Culinary Research 19(5):206-224.
  38. Joung SM, Kim YH (2014). A study on the effects of physical environment on the perceived service quality, menu quality and customer satisfaction. International Journal of Culinary Research 20(4):224-238.
  39. Lee JH (2013). A study on the effect of coffee shop service quality on perceived value and behavioral intention: Foacusing on Busan area college students. International Journal of Culinary Research 19(3):218-233.