• 한국산학기술학회논문지
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• 제22권6호
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• pp.385-397
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• 2021

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.

• 한국조리학회지
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• 제13권2호
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• pp.223-239
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• 2007

This study aims at providing managerial insight into researchers and marketers who are intending to maintain and develop a loyal group and long-term relationships in fast food restaurants. The summary of results is as follows : There was a wide difference in evaluation of perceived value, trust and customer loyalty according to sex, age, occupation and customer's visit behavior. Customers considered the convenient and quick service as the most important selective factor. And also, the important attribute of fast food restaurants was taste of food, followed by price, cleanliness, kindly service, quick service. We are able to classify the four customer groups according to analysis results. If we lay great emphasis on the above mentioned selective factors and also develop needs in each customer group, it does much for delivering profits of fast food restaurants.

• 대한안전경영과학회지
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• 제14권2호
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• pp.277-284
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• 2012

This paper reviewed the relationship between job satisfaction and service quality, and the moderating effect of gender in restaurant employee. Based on the responses from 288 employees, the results of multiple regression analysis showed that intrinsic job satisfaction(JS) and extrinsic job satisfaction effect positively on all service quality factors(tangibles, reliability, responsiveness, empathy). The results of moderating analysis showed that intrinsic JS effects positively on all service quality factors irrespective of gender, but the positive effect of extrinsic JS on tangibles and empathy is more positive in female than in male employee.

• 한국조리학회지
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• 제23권6호
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• pp.118-126
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• 2017

The purposes of this study were to estimate the relationship between Big 5 personality factors of prep-entrepreneur and entrepreneurial intention, and to identify the moderating effects of risk sensitivity on the relationship. There is a total of 181 questionnaire surveys distributed and 152 data were used for analysis with erasing incomplete responses. The data analysis was conducted to utilize frequency analysis and regression analysis with SPSS WIN 22.0. The results of this study demonstrated that there are only 2 factors, neuroticism and extraversion, significantly influence on entrepreneurial intention, while conscientiousness, agreeableness and openness to experience do not have significant impacts on entrepreneurial intention. Furthermore, risk sensitivity effects on the relationship between Big-5 personality factor and entrepreneurial intention. This study may contribute to help prep-entrepreneur by using baseline data. Prep- entrepreneur could know their personality factor and confirm their consideration about entrepreneurial intention. Meanwhile, for the market-oriented implication, this study suggested that it is instrumental and significant for knowing prep-entrepreneur's personality factor and their entrepreneurial intention before starting foodservice business.

• 한국조리학회지
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• 제23권1호
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• pp.58-65
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• 2017

This study performed to test the effect of food neophobia on the formulated model on the relationships among perceived service attributes(food, employee, and physical attributes), brand trust, satisfaction and behavioral intention as perceived by franchise snack bar consumers. Total 299 respondents were used for statistical analysis and SPSS 21.0 and AMOS 21.0 program were employed. The findings of current study verified that food attribute among perceived service attributes has positively influence on brand trust and satisfaction, and the employee attribute has only effect on the brand trust. Additionally, the brand trust was critical predictor of satisfaction, but it was not significant antecedent of behavioral intention in context of franchise snack bar restaurant. Furthermore, this study found the moderating effect according to level of food neophobia on the designed hypothesizes, so it has been identified the importance of people's propensity about food neophobia can significantly effect on brand trust and satisfaction in franchise snack bar restaurant. These findings will contribute to provide meaningful suggestion to develop marketing strategic in franchise snack bar business as well as provide the theoretical evidence in the new segmentation.

• 한국조리학회지
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• 제13권1호
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• pp.24-40
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• 2007

This study investigated an effective countermeasure of each restaurant under the present market conditions by grasping consumers‘ brand recognition and preferences over six restaurants in the metropolitan area centering around Seoul and comparing and analyzing selection properties that satisfy customers. The survey used a self-recording method that respondents write in the answers in person, and its subjects were the customers of restaurants in the metropolitan area from July to August, 2006. We made the MDS(multidimensional scaling) analysis of the available data from 408 respondents, using the SPSS statistical analysis program. The result was as follows. First, there were intensely competitive relationships between Nolboo Bossam and Wonhalmeoni Bossam, and between Outback Steakhouse and TGIF. Marche and Bennigan’s, however, didn‘t have a competitive relationship but kept a complementary one. Second, Wonhalmeoni Bossam was most favorably commented upon in its facilities, atmosphere, location, services, convenience(business hours, parking, transportation), recognition(popularity, fame, advertisement), sanitation and cleanliness, reasonable prices (food and drinks), etc., and then came Nolboo Bossam, TGIF, Outback Steakhouse, Bennigan’s, and Marche in that order. Third, in case of selection properties on taste of food, TGIF was estimated as the best, and then came Outback Steakhouse, Bennigan's, Marche, Wonhalmeoni Bossam, and Nolboo Bossam.

• 한국관광식음료학회지:관광식음료경영연구
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• 제16권2호
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• pp.79-95
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• 2005

This study clarified the fact that the existing 'manpower supply and demand plans', preceding studies, theoretical researches of the past cannot satisfy the multi-goals of organizations, instead, the existing plans focused on only the number of customers and total amount of service. Next, a necessity of more proper manpower plans that consider comprehensive goals of the organizations is suggested then, this study tried to make the countermeasures. As for studying methods, a priority sequence in the organizations' manpower management's goals is set by AHP(Analytic Hierarchy Process), a business administrative scientific skill. Proper manpower policies of the food service enterprises, which satisfy the organizations' multi-goals, are established by GP(Goal Programming). Based on it, mid and short term 'manpower supply and demand plans' are established. For the purpose of increasing the study's efficiency, example studies are conducted in one family restaurant. The limit of this study is that inner personnel management details such as promotion, new personnel appointments, unemployment, retirement were not considerately considered. Therefore, the future studies should think over those limits and research the labor-force supply from the outside also.

• 한국프랜차이즈경영연구
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• 제14권3호
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• pp.17-35
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• 2023

Purpose: As more and more food franchise companies want to expand overseas, related research is becoming more and more necessary. This study aims to examine the critical factors for successful overseas expansion according to the stages of overseas expansion, derive vital associations, and examine the success factors of overseas expansion through semantic network analysis. Research Design, Data, and Methodology: This study conducted in-depth interviews with three food franchise companies that have experienced overseas expansion and conducted semantic network analysis among crucial associations. The semantic network analysis was conducted using the Textom program. Results: Based on the results of the in-depth interview analysis, the factors considered when expanding overseas were categorized as 1) standardization and localization strategies of overseas franchisees, 2) physical environment of overseas franchisees, 3) entry types of overseas franchisees, 4) constraints of overseas franchisees, and 5) success criteria of overseas franchisees. The semantic network analysis based on the corresponding keywords showed that the importance of local partners is very high in common. Conclusion: This study examined and re-categorized the important factors to consider when a restaurant franchise company expands overseas in a step-by-step manner. In addition, an attempt was made to examine the keywords derived from the semantic network analysis objectively. The results provided theoretical and practical implications for the successful overseas expansion of franchise companies.

• 한국프랜차이즈경영연구
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• 제15권2호
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• pp.1-15
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• 2024

Purpose: Service quality plays an important role in the credibility of consumer behavior as it enhances brand loyality in hospitality business. The objective of this study is to determine the effects of service quality, positive emotion, brand affection, and brand loyalty in restaurant sector by applying the S-O-R model. The study also introduces a new integrated structural model that combines service quality's dimensions of physical quality, interaction quality, and outcome quality. Research design, data, and methodology: This study was analyzed in a quantitative way using the survey results of 395 customers who had experience of visiting restaurants. All constructs were measured with multiple items developed and validated in prior studies. In this study, SmartPLS 4.0 was used to evaluate the research model. The reliability, convergent validity, and discriminant validity of the measurement tool were verified. Result: Result was found that service quality(physical quality, interaction quality, outcome quality) had a positive effect on positive emotion and brand affection. Also both of positive emotion and brand affection had a positive effect on brand loyalty. This study contributes to the service quality literature and has practical managerial implications.

• 한국조리학회지
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• 제2권
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• pp.59-87
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• 1996

This study has been done by giving the guide when development of menu or doing marketing strategy in Hotel Restaurant. All products and service has a regular course from induction in market to disappear, so it shall be come out Products Life Cycle theory. In eating business, under the tendency and existing cycle to change menu by taste of customers, liking variation, change of periodic status (environment), MLC(Menu Life Cycle) shall be advised by application PLC(Products Life Cycle) in the process of induction of some menu first and spreading the same business field and then deletion (disappearance) from menu because of no popular. In Emergence Stage, it shall be tried to inform new menu through Cooking Contest, presentation of new menu, free sampling party and others. In Growth Stage, it shall be changed package menu or set menu. In Maturity Stage, it shall be provided complimentary ticket, gift coupon or discount for the customers with some degree of selling record in order to increase using frequency and selling amount after insure new customers. In Decline Stage, it shall be groped for entry underdeveloped country or less advance nation, but there is no possibility to devote in enterprise, it shall be planned substitute menu development in order to withdraw. By inducting MLC concept, it shall be provided the available informations such as“how could some menu be circulate in some restaurant”“Accordingly do strengthen promotion activities or go to low developed area or overseas, or delete it from menuitems and so on”. In the time of decline some menu, it is judged to the time of plan(preparation) of new menu development. In the broad view, when consideration of the concept of menu life cycle, it shall be possible to know which menu is decayed and which menu is developed newly or grown-up, so it shall be provided the important information to estimate the tendency of changing menu and set-up a menu development plan.