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http://dx.doi.org/10.7318/KJFC.2010.25.4.456

Study on the Effects of Service Encounter Elements in a Family Restaurant Based on Customers' Emotional Response and Satisfaction  

Jung, Hyo-Sun (Department of Culinary Service Management, Kyung Hee University)
Yoon, Hye-Hyun (Department of Culinary Service Management, Kyung Hee University)
Publication Information
Journal of the Korean Society of Food Culture / v.25, no.4, 2010 , pp. 456-465 More about this Journal
Abstract
The purpose of this study was to understand the interrelationships between customers' perception of service encounter elements, customers' emotional response and customer satisfaction in a family restaurant. Based on a total of 408 samples, this study reviewed the reliability and fitness of the research model and verified a total of 4 hypotheses using the Amos program. The hypothesized relationships of the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$=821.151 (df=333), CMIN/df 2.466, GFI .878, NFI .927, IFI .955, TLI .949, CFI .955, RMSEA .060. The results showed that human factor ($\beta$=.426) and physical factor ($\beta$=.266) as service encounter elements in family restaurants were indicated to have a positive (+) influence on customers' positive emotion. For influence of customers' negative emotion, human factor ($\beta$=-.157) was surveyed to have a negative (-) influence. Also, customers' positive emotion ($\beta$=.716) and negative emotion ($\beta$=-.081) had significant effects on customer satisfaction. Limitations and future research directions are also discussed.
Keywords
service encounter element; emotional response; customer satisfaction; family restaurant; customer;
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