• Culinary science and hospitality research
• /
• v.21 no.2
• /
• pp.103-118
• /
• 2015

This study is intended to look into the effect of dining space color and design on customers' psychological response, satisfaction, and reuse intention of restaurants. To achieve this, an empirical survey was carried out based on responses from 400 dining-out customers. The results were as follows. The dining space color and design had a significant and positive effect on customers' psychological reaction, satisfaction and reuse intention of restaurants. This is a result of positively evaluated service through an increased customer emotional response to simultaneous factors. It also suggest a recognition of a customer's psychological response in forming images based on restaurant attributes aside from food quality, such technique, ornamental equipment, sound, and design factors harmonized with indoor environment, in an attempt to increase customer interest in an increasingly competitive business environment. Consequently, dining space color and design can lead to customers' psychological satisfaction and reuse intention.

• Management & Information Systems Review
• /
• v.33 no.3
• /
• pp.59-76
• /
• 2014

This research tries to present the role of Jung, which is well known as Koreans' traditional emotional attachment in service recovery process. Prior research on the service recovery have focused on relationship among perceived justice, recovery satisfaction and forgiveness. Especially perceived justice including distributive, procedural, and interactional justice has addressed as most important antecedents of recovery satisfaction. Although the pivotal role of emotional factors for successful service recovery has agreed by many researchers, relatively little attention has been paid to this issue. During the service recovery process, even if customer perceived recovery effort from service provider as justice one, they might feel displeasure or dissatisfaction. It means prior researches have underestimated the importance of emotional aspect, especially for Korean perspectives. In this study, we examined customer reactions to service failure and recovery process in restaurant service settings. Specifically, we focused on the moderating effect of 'Jung' on the paths between perceived justice and outcome variables such as forgiveness and recovery satisfaction.

• Culinary science and hospitality research
• /
• v.20 no.4
• /
• pp.224-238
• /
• 2014

This study aimed to identify that the physical environment of a food service company has influenced on the perceived service quality, menu quality and customer satisfaction. To achieve the purpose of this study, it reviewed the theoretical background about the physical environment, the perceived service quality, the perceived menu quality and customer satisfaction. Moreover, this study conducted a corresponding empirical analysis. For the empirical analysis, a questionnaire was given to a total of 275 regular restaurant customers at Busan area. The results of the empirical analysis were shown as follows. 1) The components of physical environment of a service company are the attractiveness, cleanliness, space & convenience and the ambient factor of physical environment. 2) For the attractiveness of the physical environment, cleanliness and the ambience factors of the physical environment have influenced on the perceived service quality and menu quality. 3) The perceived service quality has influence on the perceived the menu quality. 4) The perceived service quality and the menu quality have influence on the customer satisfaction.

• Culinary science and hospitality research
• /
• v.23 no.3
• /
• pp.207-215
• /
• 2017

The study produced a functional sponge cake added with 0~20% proportion of excellently functional flaxseed powder aimed at obtaining basic data for the possibility to develop new products through a physiochemical properties assessment and a sensual assessment of the product. The water content was the lowest in the control, at 27.63%, and the 5~20% water content following the increase in added flaxseed powder failed to display a significant difference (p<0.05). The pH of the dough was 6.77~6.44, and displayed a significant difference according to the added amount of flaxseed powder (p<0.05). The specific weight of the dough appeared to be 0.40~0.51, and displayed a significant increase according to the added amount of flaxseed powder. The DPPH radical scavenging activity of the sponge cake added with flaxseed powder was 12.8%, and the plot added with flaxseed powder displayed a significantly higher percentage of 22.34~55.57% than the control plot. Crumb color change had increased values for value a and value b, and a significantly decreased L value. Texture significantly increased according to the increase in hardness, gumminess, chewiness, and cohesiveness, while springiness significantly decreased. Sensual assessment displayed a high preference for the 10% flaxseed powder additive plot in all items including appearance, taste, color, flaror, softness, and overall acceptability. The assessment of physiochemical properties and sensuality of the sponge cake added with flaxseed powder revealed that 10% flaxseed powder is suitable as the optimum proportion.

• Culinary science and hospitality research
• /
• v.5 no.1
• /
• pp.175-204
• /
• 1999

Today, the hotel industry in a whole are facing serious problems with a number of reasons. To overcome this situation, Customer-Oriented Marketing is considered to be a solution for the hotel F & B management, due to the potential of F & B department. The main purpose of this study was to present the Food and Beverage Marketing Mix Strategies suitable for the market characteristics. To achieve the purpose of this study, theoretical and empirical approaches were used. In review of theoritical background, basic concepts and characteristics of hotel F & B, hotel F & B marketing environment, and hotel F & B marketing mix were studied. Based on the theoritical studies and previous studies, F & B marketing mix sub-components were chosen. In this research, F & B 5P's and 1I marketing mix are discussed, they are Product, Price, Promotion, People, Physical evidence and Image. Through the survey, a number of important segment markets are emerged, which lead to essential segment markets ; business, conference and leisure market. F & B marketing mix strategies as follows. First, for the physical evidence mix, to build up the position as deluxe hotels, it is necessary to matte an investment in technical and decorative components. Second, for the people mix, to assure the service quality, the education and training programs for employee are required. Third, for the image mix, to ensure the image of hotel brand strength, the consideration for public area layout, restaurant and bar ambience, and green policy are required. Fourth, for the product and price mix, to differentiate the F & B, it is necessary to offer thorned and ethnic cuisine, and signature restaurants. Fifth, for the promotion mix, to attract more cumstomers, creative and various promotion activities, and long-term investment in customer-oriented marketing are required. There were some limitations in this study. That is, most of hotels don't operate the concrete and effective F & B marketing, have difficulty in getting data base for F & B customer. Despite their limitations, this study add some values to hotel F & B management in that it introduce the service marketing mix strategies to hotel F & B marketing.

• Culinary science and hospitality research
• /
• v.23 no.4
• /
• pp.56-65
• /
• 2017

This study investigated quality characteristics of sourdough bread using fermented fig. Bread containing sourdough, compared with control group, showed high inclination in moisture content. Sample with 20% of sourdough was the highest, and sample with 40% of sourdough was the lowest. There was a significant difference among samples. As for appearance and cross structure of sourdough bread with fermented fig, there was an inclination that the bigger sourdough bread is, the bigger cell is and the more even its structure is. As for the chromaticity, sample with 20% of sourdough showed the lowest value of L and value of b. Value of L and b got lower as its volume got bigger. Value of a, on the one hand, showed no fixed inclination. As for textural characteristics, sourdough bread showed lower hardness, cohesiveness, and gumminess, and higher springiness and cohesiveness than control group. There were significant differences among all items, but there was no significant difference in hardness, springiness, cohesiveness, and gumminess among samples. Changes in result of sensory analysis suggested that sample with 20% of sourdough showed the highest overall preference including color, flavor, taste, and appearance. On the other hand, sample with 40% of sourdough showed the lowest overall preference. Considering preference through sensory analysis and quality characteristics of sourdough bread with fermented fig, therefore, it seemed that sourdough bread with 20% of sourdough had the best characteristics.

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

• The Korean Journal of Franchise Management
• /
• v.10 no.2
• /
• pp.19-32
• /
• 2019

Purpose - This paper aims to investigate the mediating effects of relationship fairness factors between franchisor's support services and performance(re-contract intention) in food service franchise. More specifically, fairness was measured into distributive, procedure, interaction, and information, franchisor's support service was divided into pre-start support services (initial support services) and post-start support services (continued support services), and performance (re-contract intent) was measured using 3 items such as re-contract, contract extension, and recommendation. Research design, data, and methodology - The population for the survey is the head of franchises in the metropolitan area (Seoul/Gyeonggi), which operates a restaurant franchise, and samples included a wide range of overseas/domestic brands and regions. The survey was conducted from August 1 to September 30, 2018 through the survey agency. The survey was conducted together with a telephone interview and a direct visit by the investigator. A total of 205 questionnaires were collected and retrieved, 4 questionaires containing missing information were excluded and 201 responses were used for analysis. Results - The results shows that franchisor's initial support services have significant positive effects on procedural, interpersonal, and informational relationship fairness, and continuous support services have significant positive effects on distributive, procedural, interpersonal, and informational relationship fairness. This study also shows that informational and procedural fairness have significant positive effects on performance(re-contract intention). Finally, continuous services a significant positive effect on performance(re-contract intention). Conclusions - The results show that franchisor make a manual, and should improve fairness through regular investigation whether support services was executed as promised in the manual after franchisee operation. In addition, information fairness and procedural fairness have been shown to increase performance(re-contract intention). These results mean that the franchisor's headquarters should provide product and service support for the merchant in accordance with the manual and management policy to reduce asymmetry in information and improve procedural fairness to enhance performance(re-contract intention).

• The Korean Journal of Franchise Management
• /
• v.5 no.2
• /
• pp.51-67
• /
• 2014

Looking at the case of countries or companies, the success and failure can be found a certain repetitive 'Pattern'. In this paper, global franchise company factors determine the success or failure of the Burger King on the market dynamism perspective, and looked to discuss its implications. The success or failure of a company in a country like pattern of the growth and erosion and stagnation and decline, and the pursuit of sustainable growth through relentless improvement reactivated. Burger King has more to strengthen brand equity oriented by the world's best restaurant through the development of aggressive marketing activities in the global market to regain its former glory.

• The Korean Journal of Franchise Management
• /
• v.5 no.1
• /
• pp.65-84
• /
• 2014

The purpose of this study is to review the theories and cases of performance sharing in the franchise industry to present a method for more effective franchise performance-sharing. To that end, this study reviewed the theory on resource dependence and the theory on inequality to describe the performance-sharing between the franchisor and the franchisee and their relationship. It also looked at the cases of a week-in cooler system at 'Beer Market', the allocation of fees for alcoholic beverage sales to franchisees, the scholarship program of 'Onigiri and Ikyudon' and 'Bonsamo' which is a franchisees' committee for Bonjuk to introduce examples of performance-sharing. Through a theoretical review and case review, this study presents five types of methods for performance-sharing. First, 'the sharing of core competence by the franchise company; second, 'the establishment of a royalty culture'; third, 'scientific analysis of markets and establishment of a revenue forecast system'; fourth, 'reinforced financial support from the franchisor'; and lastly, 'the positive application of franchisees' committees'. Such methods are expected to provide a groundwork for mutual benefit and co-prosperity between franchisor and franchisee.