• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.2
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• pp.175-199
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• 2005

Family Restaurant is a service business of a kind. The role of service operator is to improve a sales of service goods through maximizing the service value with customer satisfaction at the moment of MOT(moment of truth). Family Restaurant come to the great growth on the face of it. In future, it will place emphasis more and more on not hardware but software including service quality. The purpose of this study, therefore, is to research the effect on service quality of the job satisfaction of Family Restaurant's service staff. Data was collected from the employee who are working at Family Restaurant located in Taegu. The empirical research has been done over 50days from 1April, 2004 to 20May, 2004. In conclusion of empirical analysis, 4 hypotheses were significant among 7 hypotheses suggested in this study. The research showed as follows : First, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on job satisfaction. Second, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Third, the official trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on job satisfaction. Fourth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Fifth, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Sixth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Seventh, the job satisfaction of Family Restaurant service staff showed positive influence on service quality. Besides, the critical points of this study are as follows; First, we designated the subject of research to the employee of Family Restaurant only. Second, multi-situations(time, holiday) which can happen as service was offered, wasn't concerned. Third, as service quality was estimated by general service quality, the research in future should subdivide service quality more. I, finally, applied the pervious researches on job satisfaction and service quality in the employee of Family Restaurant. To extend more this research model in future, the variables like customer satisfaction should be added.

• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.8
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• pp.1088-1096
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• 2006

The purpose of this study was to identify the service encounter blueprint by types of restaurants in order to manage moment of truth when customers who visit a restaurant encounter services. The service encounter blueprint gives an overall picture of the service provision to visualize an entire service process and its integrated structure. The blueprint is used for service process analysis technique. The random samples of 15 customers were observed by types of restaurants and the records were collected for three-days' observation. Interviews were performed by 3 managers, 3 service encounter employees, 3 cashiers, 3 cooks and 10 customers by types of restaurants. After drawing the first service blueprint, it was revised by the interview with the 3 managers and 6 service encounter employees. In this paper, restaurant service processes are reviewed and analyzed. By use of service blueprint, the processes are analyzed to find a fail point, customer wait, employee decision. As a result of making a blueprint of service encounter by types of restaurant, blueprints of fine-dining restaurants and family restaurants were similar, while fast-food restaurants showed a little difference. In particular, difference was indicated in a point where interaction of service encounter occurred. Difference was indicated depending on types of restaurants. Therefore, the efforts to improve this problem were needed. The blueprint is a map or flowchart (called a process chart in manufacturing) of all transactions constituting the service delivery process. The results showed that service encounter blueprint can be used to improve the service process in the restaurant's encounter.

• Culinary science and hospitality research
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• v.15 no.1
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• pp.16-29
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• 2009

Although the effect of menu quality is very important in customer satisfaction and restaurant management, there are so many problems; many restaurants have not gotten out of their existing frames and ideas of customer services and management. Thus, this study chose some family restaurants, O, T, V, B, M in Seoul and Gwangju and examined the relationships of customer satisfaction, trust and revisit intention identified by their menu quality, using statistical data of total 199 copies of questionnaire. First, menu quality turned out to influence customer satisfaction partially. Second, customer satisfaction turned out to influence revisit intention. Third, trust of a customer turned out to influence revisit intention. In this respect, the image from menu quality of family restaurants perceived by customers must have affected customer satisfaction, trust, and revisit intention positively. Thus, it is expected that the study can contribute to working out effective business strategies in family restaurants in future.

• Culinary science and hospitality research
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• v.16 no.4
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• pp.190-205
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• 2010

The purpose of this study is to understand the effect of physical environment of family restaurant upon customers' emotions, satisfaction and revisit intent. Based on total 438 samples obtained from the empirical research, this study reviewed the reliability and fitness of the research model using Amos program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model (SEM). The proposed model provided an adequate fit to the data, $x^2$ 592.898(p<0.001), df=239, CMIN/DF 2.481, RMR 0.103, GFI 0.900, NFI 0.952, CFI 0.970, RMSEA 0.058. SEM resulted that the physical environment showed a significant effect on customers' positive emotions($\beta$=0.388, p<0.001) and negative emotions($\beta$=-0.148, p<0.001). Also, customers' positive emotion($\beta$=0.828, p<0.001) bad a positive significant effect on customer satisfaction, and customer satisfaction($\beta$=0.771, p<0.001) bad a positive significant effect on revisit intent. Limitations and future research directions are also discussed.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.294-306
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• 2009

Although the external aspects of the family restaurant industry such as sales volume and the number of restaurants are rapidly increasing, and the environmental changes of the restaurant industry give rise to the importance of a more systematic and detailed study. The objective of this study is to examine which factors and how they influence the intention of revisit, and present an effective restaurant marketing strategy based on the analytical results by patrons and market segmentations. In order to substantiate the proposed model of this study, the SPSS Win 12.0 program was used for the statistical analysis. The results showed that service quality factors had a positive effect on satisfaction, word of mouth, recommendation and intention of revisit. The study verifies how service quality which consists of selection attribute, customer satisfaction and intention of revisit influences revisit.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.166-178
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• 2009

The purpose of this study was to understand the influence of corporate association in family restaurants upon the customer's service valuation and company evaluation and to empirically analyze whether the service valuation plays a mediating role between the corporate association and the company evaluation. Self-administered questionnaires were completed by 301 customers and the data were analysed by frequency, factor analysis, reliability analysis, correlation analysis and multiple regression analysis. The primary results are as follows. Multiple regression analysis, to verify the hypothesis, showed that corporate association(corporate competence association $\beta$=0.636; corporate social responsibility association $\beta$=0.091) in family restaurants had positively significant influence upon service valuation, and service valuation($\beta$=0.567) had positively significant influence on company evaluation. As a result of analyzing the mediating effects, the direct effects(corporate competence association $\beta$=0.166; corporate social responsibility association $\beta$=0.123) of the corporate association in family restaurants upon customer's corporate evaluation were indicated to be smaller than the total effects(corporate competence association $\beta$=0.430; corporate social responsibility association $\beta$=0.161). Accordingly, the partial mediating effect was surveyed to exist that has influence upon company evaluation through service evaluation without explaining 100% directly in evaluation on corporate association.

• Proceedings of the KAIS Fall Conference
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• 2011.12a
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• pp.144-147
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• 2011

본 논문은 패밀리 레스토랑의 웹 사이트를 방문하는 사람들이 웹 사이트에서 느끼는 '즐거움, 정보활용성, 거래편리성, 잠재적 이익, 상호작용'에 구전효과가 어떤 영향을 미치는지, 그리고 '고객태도'와 '추천'에는 어떤 영향을 미치는지 파악하였다. 연구결과는 다음과 같다, 첫째, 즐거움, 정보활용성, 잠재적이익, 상호작용은 태도에 직접적인 영향을 미치고, 태도는 추천에 직접적인 영향을 미치는 것을 확인하였다. 그리고, 즐거움, 정보활용성, 잠재적 이익, 상호작용은 추천에 간접적인 영향을 미쳤다. 둘째, 거래 편리성은 태도와 추천에 유의한 영향을 주지 못했다. 거래 편리성은 직접 패밀리 레스토랑을 이용한 후에 느끼는 부분의 성격이 크다. 웹 사이트에서 제공하는 할인쿠폰이나, 다양한 이벤트 활용이 쉬운지를 판단하는 항목인 거래 편리성은 편리함이 태도 형성과 추천에 큰 요인은 아님을 보여준다. 마지막으로, 태도가 추천에 영향을 줄 때, 구전효과의 영향은 크지 않음을 보았다. 태도는 고객이 직접 웹 사이트를 충분히 활용하면서 패밀리 레스토랑의 서비스를 실제로 경험하며 직접 느끼는 것을 포함하기 때문에, 구전효과의 영향은 적은 것으로 보인다.

• Culinary science and hospitality research
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• v.20 no.1
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• pp.38-54
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• 2014

The purpose of this study is to investigate the effects of customers' perception of corporate associations on trust, loyalty, revisit intention, and switching intention in the foodservice company and verify if there are significant moderating effects between family restaurants and fast-food restaurants. A total of 552 restaurant patrons in Korea participated in the survey. The results showed that corporate ability association and corporate social responsibility association among corporate associations had a significant effect on customers' trust, which had a positive significant influence on loyalty. Moreover, customers' loyalty had a significant effect on customers' revisit and switching intention. In addition, the moderating effects of company types are observed in the relationships among customers' perception of corporate associations and trust. Limitations of the study and future research directions are also discussed.

• Proceedings of the KAIS Fall Conference
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• 2004.06a
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• pp.331-334
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• 2004

외식산업은 국민경제의 발전에 따른 가처분 소득 증가, 여가시간의 증대, 맞벌이 세대의 증가, 핵가족화 등의 성장원인으로 국민의 의식형태의 변화에 따라 수많은 외국 브랜드의 레스토랑이 국내에 진출하여 경쟁이 심화되어 있다. 외국계 레스토랑의 국내 진출은 의식 서비스 품질의 중요성을 인식시켜주는 계기가 되었으며, 고객만족은 그 어떤 무엇보다도 중요한 기업활동의 목적으로 여기는 계기가 되었다. 이러한 점을 감안하여 본 연구는 패밀리 레스토랑을 이용하는 고객들의 만족영향요인으로서 서비스 품질을 선행요인으로 하여 고객만족과 사후에 전개되는 행동과의 관계를 구조적으로 측정하였다. 그리고, 가장 취약한 점을 찾은 후 그 점을 가장 잘 보완할 수 있고, 고객과의 관계를 더욱 친밀히 할 수 있는 새로운 서비스의 타당성을 측정해 보았다. 새로운 서비스로써 지금까지 각 테이블당의 호스트 개념을 고객관리를 함께 하도록 호스트들에게 더 많은 권한을 이양해 주어, 개개인의 호스트라는 느낌을 가져서 타 패밀리 레스토랑보다 특별한 고객으로 대한다는 것을 느낄 수 있게 한다면 통계적으로 살펴봤던 반응성과 공감성 요인의 취약함을 오히려 강점으로 만들 수 있다는 결론이 도출되었다.

• Proceedings of the Culinary Society of Korean Academy Conference
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• 2004.08a
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• pp.21-35
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• 2004