Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
권호 표지
DOI QR코드

DOI QR Code

The domestic situation of ethnic food restaurants and Service Failure, recovery, trust, satisfaction, loyalty of the Study on the Quality of Service

에스닉 푸드점 외식업의 실태와 서비스 품질이 서비스 실패, 회복, 신뢰, 만족, 충성도의 상관관계에 관한 연구

  • Park, Ji Soo (School of Tourism and Distribution Management, KyungHee University)
  • 박지수 (경희대학교 대학원 조리외식서비스경영학)
  • Received : 2021.03.12
  • Accepted : 2021.06.04
  • Published : 2021.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

This study examined service failure and recovery of domestic ethnic food restaurants based on a model of the repercussions of service failure dealing with seriousness and control and the cause-and-effect relationships among the variables relevant to the quality of relationships -trust, satisfaction, and loyalty. This study provides valuable information for Korean restaurant managers regarding food service failure and response plans by collecting data from actual Japanese tourists visiting ethnic food restaurants. The results suggested that it is important to develop a strategy to present the distributional fairness to customers who recognize the seriousness of service failure to control the situation promptly. These results can be used to establish more systematic business plans, improving customer management and firm performance. The advantage of this research is that it is time for substantial research data on the booming domestic restaurant industry and service quality to overcome the current recession and grow and solidify the current restaurant market.

본 연구는 국내 에스닉 푸드점 외식업의 실태와 서비스 실패, 회복, 외식 서비스품질이 고객만족과 재이용의도에 미치는 영향을 연구하고자 하였다. 본 연구는 에스닉 푸드점의 서비스 실패의 심각성과 통제성뿐만 아니라 서비스 품질의 관계의질, 즉 신뢰, 만족 및 충성도에 관련한 변수의 인과관계를 규명하여 서비스 품질에 대한 모형을 확장하였다는데 의의를 두었다. 그 결과, 서비스 실패를 경험하고 실패 상황의 심각성과 통제성을 인지한 고객에게 분배적 공정성을 최우선적으로 제시할 수 있는 전략을 수립하는 것이 중요하다는 것을 알 수 있다. 또한 본 연구가 현재 국내에서 운영하고 있는 외식업체를 대상으로 조사를 실시함으로써, 우리나라 외식관련업체 관리자들에게 실무적으로 도움이 될 수 있는 방안을 고려하여 외식업 서비스 실패 및 그 회복에 관한 유용한 정보를 제공, 보다 체계적인 사업계획을 수립, 고객관리의 실천과 이에 따른 이익창출에 도움이 될 것으로 사료된다. 현재 본 연구가 가지는 이점으로 불경기의 현 외식시장을 극복하고 더욱 성장하고 굳건히 자리 잡기 위해서 국내 외식업 호황과 서비스품질에 관한 실질적인 연구 자료가 필요한 시점이다.

Keywords

References

  1. Tae-Bong Kang, "Dining Administration(I)", Moonjisa, 11, 1998.
  2. Se-Beom Kim, Young-Jong Jeon, Nam-Il Heo, "Consumer Behavior", Hyeongseol Publisher, 285, 1997.
  3. Won-Soo Kim, "Retail Enterprise Management Theory", Kyeongmunsa, 306, 1986.
  4. Hong-Beom Kim, Chang. Heo, "Difference Properties of the Customer's Choice of Restaurants Catering Motive", Tourism Studies, Vol.21, No.2, pp.205-221, 1998.
  5. Su-Yeon Sagong, Kyeong-Ae Park, "Property of the Stores. Select Stores. Personal Characteristics and Situations", Korea Home Economics Association, Vol.38, No.5, pp.25-40, 2000.
  6. Yong-Seop Song, Byeong-Il Hwang, "A Study on the Effects Task Situation in Consumer Behavior", Marketing Rresearch, pp.72-110, 1989.
  7. Jae-Yong Shin, Ki-Yong Park, "Introduction to Food Service Industry", Daewangsa, pp.58-59, 2000.
  8. Wi-Joo Yang, Hui-Jeong Park, "A Study on the Relationship between The Properties and the Use of Fast-Food Choice Behavior", Tourism Leisure Studies, Vol.12, No.2, pp.107-122, 2000.
  9. Doi Toshio, "Catering", Nihon Keizai Newspaper, 51, 1987.
  10. Bearden. William. O, Arch. G. Woodside, "Interaction of Consumption Situation and Brand Attitudes", Journal of Applied Psychology, Vol.61, No.6, pp.156-163, 1976. DOI: http://dx.doi.org/10.1037/0021-9010.61.1.764
  11. Belk. Russell. W, "An Exploratory Assessment of Situational Effects in Buyer Behavior", Journal of Marketing Research, pp.156-163, 1974. DOI: http://dx.doi.org/10.2307/3150553
  12. Cardello. Armand, Howard. Schutz, Chadwick. Snow, and Larry. Lesher, "Predictors of Food Acceptance Consumption and Satisfaction in Specific Eating Situations", Food Quality and Preference, Vol.11, pp.201-216, 2000. DOI: http://dx.doi.org/10.1016/S0950-3293(99)00055-5
  13. Consumer Union, "Best Meals Best Deals", Consumer Report, June, pp.356-362, 1992.
  14. Cote. Joseph. A, "The Person by Situation Interaction Myth: Implications for the Definition of Situation, Advances in Consumer Research, Vol.13, pp.37-41, 1986.
  15. Filliatrault. Pierre, J. R. Brent. Ritchie, "The Impact of Situational Factors on the Evaluation of Hospitality Services", Journal of Travel Research, Vol.26, No.4, pp.29-37, 1988. DOI: http://dx.doi.org/10.1177/004728758802600406
  16. L. G. Horn, A. Winakor, "A Conceptual Frame Work for the Gift Giving Process: Implications for Clothing", Clothing and Textiles Research Journal, Vol.9, pp.23-34, 1991. DOI: http://dx.doi.org/10.1177/0887302X9100900404
  17. Hornik, Jacob, "Situational Effects on the Consumption of Time", Journal of Marketing, Vol.46, pp.44-55, 1982 DOI: http://dx.doi.org/10.2307/1251361
  18. Kakkar, Paradeep, Richard. J. Lutz, "Situational Influence on Consumer Behavior: A Review in Perspective in Consumer Behavior", Scott Foreman and Co, pp.204-215, 1981.
  19. L. Lahteenmaki, H. Tuorila, "Predicting the Intention to Use Juice or Milk in Three Contexts", Food Quality and Preference, Vol.9, pp.231-236, 1998. DOI: http://dx.doi.org/10.1016/S0950-3293(97)00072-4
  20. Leigh. James, Claude. R. Martin, "A Review of Situational Influence Paradigms and Reaearch", Chicago American Marketing Association, pp.57-74, 1981.
  21. R. J. Luth, "On Getting Situated: the Role of Situational Factors in Consumer Research", Advances in Consumer Research, Vol.7, pp.659-66, 1980.
  22. Richard. J. Lutz, Paradeep Kakkar, "The Psychological Situation as a Determinant of Consumer Behavior", Advances in Consumer Research, Vol.2, pp.439-454, 1975.
  23. Bruce. E. Mattson, "Situational Influence on Store Choice", Journal of Marketing, Vol.58, pp.46-58, 1982. https://doi.org/10.2307/1252250
  24. H. L. Meiselman, "The Contextual Basis for Food Acceptance Food Choice and Food Intake: the Food the Situation and the Individual". Food Choice Acceptance and Consumption, pp.239-263, 1996 DOI: http://dx.doi.org/10.1007/978-1-4613-1221-5_6