• 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.

• 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.

• 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 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.

• Journal of the Korean Dietetic Association
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• v.13 no.3
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• pp.277-294
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• 2007

The purposes of this study were to a) examine using status, b) measure the service quality attributes, c) analyze IPA and customer satisfaction, d) develop the LSM(Local Store Marketing) by location of K theme restaurant such as residential type(A), complex type(B) and downtown type(C). The questionnaires were handed out to 346 of 450(usage rate 76.9%). The statistical data analysis was completed using SPSS(ver 12.0) for descriptive analysis, $X^2$, t-test, ANOVA, reliability analysis, factor analysis, multiple linear regression. From an analysis on service quality attributes, most importance of service quality attributes was more highly perceived than performance of those, except for 'attractive exterior', 'variety of kid's menu', 'convenient facilities for kid' and perceived importance and performance were also significantly different by location of branch restaurant. The attributes to be improved were 'convenience of restaurant's parking lot', 'food tast', 'speedy service' and 'service competency' as branch A(residential type) restaurant, 'convenience of the restaurant location' as branch B(complex type) restaurant and 'convenience of the restaurant location' and 'speedy service' as branch C(downtown type) through IPA analysis. The Overall customer satisfaction was 3.74 and service quality factors had significant effect on overall customer satisfaction. Location of restaurant, which gives a great effect on its operation and marketing, has a important correlation with success or failure of restaurant business enterprises. Therefore, marketing strategy by restaurant location should be developed.

• The Korean Journal of Franchise Management
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• v.14 no.1
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• pp.23-38
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• 2023

Purpose: Most people are worried about contracting COVID-19, which in turn increases anxiety that they may have contracted COVID-19. Therefore, this study examines the effect of restaurant safety consisting of hygiene, store management, and countermeasure on trust, anxiety, satisfaction, and revisit intention. Research design, data and methodology: The data were collected from 537 consumers who had experiences of visiting a restaurant within the last 2 months and analyzed with SPSS 28.0 and SmartPLS 4.0 programs. Result: The hygiene, management, and countermeasure had a significant positive (+) effect on trust. Restaurant hygiene was found to have a significant negative (-) effect on anxiety, but countermeasure had a significant positive (+) effect on anxiety. Meanwhile, management did not appear to have a significant effect on anxiety. Trust was found to have a significant positive (+) effect on satisfaction and revisit intention. Anxiety was found to have a significant negative (-) effect on satisfaction but had no significant effect on revisit intention. Finally, satisfaction was found to have a significant positive (+) effect on revisit intention. Conclusions: As a result of the study, this study explained the safety of restaurants in the COVID-19 pandemic environment through the protective motivation theory.

• Nutrition Research and Practice
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• v.10 no.6
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• pp.635-640
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• 2016

BACKGROUND/OBJECTIVES: This study was conducted to evaluate the feasibility of a sodium reduction program at local restaurants through nutrition education and examination of the health of restaurant owners and cooks.SUBJECTS/METHODS: The study was a single-arm pilot intervention using a pre-post design in one business district with densely populated restaurants in Seoul, South Korea. The intervention focused on improving nutrition behaviors and psychosocial factors through education, health examination, and counseling of restaurant personnel. Forty-eight restaurant owners and cooks completed the baseline survey and participated in the intervention. Forty participants completed the post-intervention survey. RESULTS: The overweight and obesity prevalences were 25.6% and 39.5%, respectively, and 74.4% of participants had elevated blood pressure. After health examination, counseling, and nutrition education, several nutrition behaviors related to sodium intake showed improvement. In addition, those who consumed less salt in their baseline diet (measured with urine dipsticks) were more likely to agree that providing healthy foods to their customers is necessary. This study demonstrated the potential to reduce the sodium contents of restaurant foods by improving restaurant owners' and cooks' psychological factors and their own health behaviors. CONCLUSIONS: This small pilot study demonstrated that working with restaurant owners and cooks to improve their own health and sodium intake may have an effect on participation in restaurant-based sodium reduction initiatives. Future intervention studies with a larger sample size and comparison group can focus on improving the health and perceptions of restaurant personnel in order to increase the feasibility and efficacy of restaurant-based sodium reduction programs and policies.

• Culinary science and hospitality research
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• v.24 no.2
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• pp.51-62
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• 2018

The value of the customer's contribution essentially becomes the value of the dining industry in Korea. Therefore, an increase in the customer's equity maximizes the assets of the business. The purpose of this study intends to examine relationships between customer equity and behavioral intentions in restaurant industry and verify the moderating effect of restaurant type. This study takes an integrated perspective on prior literature on customer equity, as well as on aspects of the general restaurant industry related to customer equity, thereby defining the concept of customer equity in a way that reflects the characteristics of the dining industry. A total of 420 patrons in Korea participated. The results showed a positive relationship between brand equity, relationship equity and behavioral intentions. There were moderating effects related to restaurant type in the causal relationships between behavioral intentions. The components of customer equity and relationship equity in casual dining restaurants, and value equity and brand equity in quickservice restaurants significantly by customers differs according to restaurant type. Limitations and future research directions are also discussed.

• Asia-Pacific Journal of Business
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• v.12 no.4
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• pp.1-12
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• 2021

Purpose - This study is an empirical study on the relationship of Thai consumers' attitude toward Korean Wave with the visit intention of Korean restaurants and a mediation effect of consumption value of Korean restaurants. Design/Methodology/Approach - Data were collected using a structured questionnaire of 245 Thai consumers and the hypotheses presented were verified by regression analysis and structural equation models. Findings - As a result of the empirical analysis, it was found that the higher the attractiveness and favorableness of Thai consumers for K-Wave, the higher the intention to visit Korean restaurants, and the Korean Wave attitude have a positive effect on the functional and symbolic values of Korean restaurants. In particular, the important result that can be presented in this study is that the better the attitude toward K-Wave, the higher the consumption value (functional/symbolic value) of Korean restaurants and the symbolic value plays a significant mediating effect on the relationship of the attitude of K-Wave and visiting intention, while the effect of functional value is not verified. Research Implication or Originality - These results means that in order to lead Thai consumers to a Korean restaurant using K-Wave, a strategy to make Thai ones perceive symbolic value of a Korean restaurant higher would be more effective. The main strategic implication of this study is that a high-end positioning strategy with a high symbolism, which make Korean restaurant as a suitable place as a means to show off one's value (or self) or as a means to show off one's social status (or role) to Thai consumers, will be relatively effective.