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http://dx.doi.org/10.7318/KJFC.2011.26.3.271

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)
Publication Information
Journal of the Korean Society of Food Culture / v.26, no.3, 2011 , pp. 271-278 More about this Journal
Abstract
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.
Keywords
Service speed; customer satisfaction; expectancy disconfimation;
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Times Cited By KSCI : 1  (Citation Analysis)
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