• Journal of Distribution Science
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• v.17 no.6
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• pp.77-84
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• 2019

Purpose - Although an extensive body of research in psychology and marketing focuses on perceived waiting time, no research has examined the effect of the location of the waiting place on perceived waiting time. In particular, this study suggests that customers who are waiting in a restaurant may have different perceived waiting time depending on whether they are in close proximity to the service area (e.g., dining area) or farther from it. In particular, the author examines how and why the location of the waiting place affects the perceived waiting time of the consumer and reveals the mental simulation as its psychological mechanism. Research design, data, and methodology - This study conducted field surveys with customers waiting in real restaurants. Eighty-eight people participated under two conditions: a restaurant with a waiting place near the dining area and a restaurant with a waiting place far from the dining area. Participants responded to questions about perceived waiting time (the dependent variable), mental simulation (the mediator), and demographic variables. To verify the hypothesis, ANOVA and bootstrapping analysis were performed. Results - The major results from the field study are as follows. First, participants perceived wait time differently depending on the location of the restaurant's waiting place: participants in the restaurant with a waiting place close to the dining area perceived significantly shorter waiting times. Second, the effect of the location of the waiting place on the perceived waiting time was mediated by mental simulation: the closer the wait location is to the dining area, the more imagination the customer exercises about the meal, which in turn distracts attention from time flow and shortens the perceived wait time. Conclusion - This study has a theoretical implication in that it extends research on perceived waiting time as the first study of how and why the location of a waiting place affects a customer's perceived waiting time. It has a practical implication that can be used as a marketing tactics to improve the image of the service provider by changing the location of the waiting place.

• Culinary science and hospitality research
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• v.15 no.2
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• pp.136-149
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• 2009

The purpose of this paper is to explore the types of failed service and its effect on customer's negative emotions in the restaurant business and their influence on customer's behavior. The study examines the restaurant attributes of failed service in order to determine which variables have the greatest impact on customer's negative emotions and behaviors. To accomplish the purpose of this study, a casual model is developed - which analyzes the main antecedents, moderators and consequences of failed service in the restaurant business. The findings of this study are as follows. 4 types of failed services are found: lack of tangibles, doubt of reliability, unresponsiveness, no expressed empathy. They have an effect on customer's negative emotions(regret and disappointment). And the customer's negative emotions brings out negative behaviors(bad actions, switching brand, protest, negative word of mouth). Customer's regret causes bad actions and switching brand, and customer's disappointment caused switching brand and bad information by word of mouth.

• Asia-Pacific Journal of Business
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• v.12 no.4
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• pp.271-288
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• 2021

Purpose - The purpose of this study is to identify the critical factors that restaurant management should consider strategically when making a decision after COVID-19 under the digital transformation and non-contact service expansions environment. Design/methodology/approach - The thirty six experts and managers who have 5 years or more experience in restaurant industry in Korea participate this study. The Analytic Hierarchy Process (AHP) and SER-M were used to analyze the experts' opinion Findings - As a result of the analysis, 'management environment' (0.313) showed the highest relative importance priority, followed by 'brand (0.263)', 'management characteristics (0.254)', and 'physical factors (0.17)'. And, as for the sub-factor value, 'lifestyle (0.087)', 'awareness (0.084)', 'consumer desire (0.075)', and 'loyalty (0.068)' were ranked highest among the 19 influencing critical factors. Research implications or Originality - In the case of large restaurant enterprises, it is judged that the subject(CEO, Management) is actively pursuing a strategy to acquire the necessary resources for the given environment of digital transformation and customer demand for non-contact services. On the other hand, in the case of middle and small restaurant enterprises, it seems that they are fully aware of the demand for expansion of non-contact services and the digital transformation required in the post COVID-19 era, but information technology utilization ability, usage experience, technology acceptance ability, and education and training support for this are only available to large enterprises.

• Culinary science and hospitality research
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• v.9 no.3
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• pp.197-211
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• 2003

It is widely agreed that customers' purchase are strongly influenced by their emotions. despite the obvious importance of eliciting positive emotional responses from customers, we find no record that family restaurants have ever measured or used customers' emotions as a management tool. This study aimed to verify the importance of the customers' emotion in the relational performance of family restaurant business. In order to achieve the object of the study, the effect of emotional factors on service satisfaction, revisit, word-of-mouth were analysed. The data were collected from 450 customers who had visited five family restaurants in Seoul more than once during the last three months from September 20 to October 5, 2002. Emotional variables in service experience process were grouped as three factors; in the middle of having food, in entering and leaving restaurant and in the waiting line. It is proved that customers had different emotions in each process of family restaurant service experience. Multiple regression analysis was employed to explore the influence of three emotional factors on relational performances such as satisfaction, revisit and word-of-mouth. It was found that customers were influenced by emotional factors in entering and leaving restaurant, secondly influenced in the waiting line and least influenced in the middle of having food. Finally, the findings indicated that customers' emotional factors in whole service experience process from entering to leaving the restaurant should be successfully cared by service staff. Future research is recommended to find out which specific emotional factors affected on relational performance of family restaurant.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.3
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• pp.151-159
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• 2012

This study performs an empirical analysis of relationships between business start-up factors, product/service level, and business performance of restaurant business start-up. This study has some limitations in that it covers only the restaurants in Kangwon-Do province instead of nationwide, it considers only four start-up factors, and it measures the business performance only by the increase in net-profit and customers excluding other financial performance factors. Some in-depth case study for successful versus nonsuccessful groups considering the features of industrial types is left for further study.

• Culinary science and hospitality research
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• v.8 no.3
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• pp.73-89
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• 2002

The purpose of this thesis is to find the effect of family restaurant quality on the customer satisfaction level. As these days well development industrial society, not only service business but also most of business area needs to high quality service. According to taking this importance into account, this researcher performed the literature on the service quality and the degree of satisfaction level through a theoretical consideration. In addition, an empirical survey was performed with the subjects of customer in family restaurant in Korea. The collected material through SPSS10.0 was analyzed by statistical methods such as frequency analysis, Cronbach's a, and regression analysis.

• Culinary science and hospitality research
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• v.14 no.4
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• pp.306-316
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• 2008

The purpose of this study is to identify how and job satisfaction and job training affect service quality and to offer strategic tools for enhancing competitiveness of the food service business industry. To fulfill this purpose, this study utilized a factor analysis, frequence test, a reliability analysis and a covariance structure analysis. The results of the analyses show that one dimension such as "job training" influenced service quality. This means that restaurants should put more focus on job training to improve service quality for customers.

• Asia-Pacific Journal of Business
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• v.10 no.1
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• pp.13-23
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• 2019

Asian food and the Asian restaurant market have grown rapidly in the international market. It has become one of the major trends in the restaurant industry in the world. However, there has been little attempt to develop a scale for measuring customer's motivation to experience Asian restaurants, and cross-cultural approaches are very rare. From this point of view, this study examined an instrument to measure motivation to visit Asian restaurants developed by Jang and Kim (2015), which was originally developed based on UK customers, by applying the population from another cultural background, Thailand. A total of 308 valid responses were obtained in Thailand. CFA was performed with a Thai sample to test internal and external consistency of the scale with another population, and a comparison was made between UK and Thai customers.

• Asia pacific journal of information systems
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• v.29 no.2
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• pp.181-202
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• 2019

The purpose of this study is to explore the effect of different types of simultaneous presentation (i.e., reviewer information, textual and visual content, and similarity between textual-visual contents) on review usefulness and review enjoyment in online restaurant reviews (ORRs), as they are interrelated yet have rarely been examined together in previous research. By using Latent Dirichlet Allocation (LDA) topic modeling and state-of-the-art machine learning (ML) methodologies, we found that review readability in textual content and salient objects in images in visual content have a significant impact on both review usefulness and review enjoyment. Moreover, similarity between textual-visual contents was found to be a major factor in determining review usefulness but not review enjoyment. As for reviewer information, reputation, expertise, and location of residence, these were found to be significantly related to review enjoyment. This study contributes to the body of knowledge on ORRs and provides valuable implications for general users and managers in the hospitality and tourism industries.

• Proceedings of the Korean Institute of Interior Design Conference
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• 2007.05a
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• pp.47-48
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• 2007

The commerce space of today knew and simply in the space where it creates only space of the profit creation which leads a business the hay to reflect the sensitivity of the consumer new consuming culture trend it changed. It is a new trend it creates and it leads to sprout trend consumer class of leader trend(Trend Setter) as it does. This restaurant is one type of food culture which is various brunch it does with the important menu which it will pay. This design concept and one design inside the vigor garage side which reflects and to sleep the design concept which the traditional France restaurant has and has a discrimination from the plan which it sees and it applies new food culture it develops it does. Existing the reel rear design tendency which specialty restaurant is investigation it arranged the design discrimination strategy which is the possibility the shop which it tries to analyze having.