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학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2010.6
- 수록면
- 473 - 480 (8page)
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This study examined the different meal duration expectations and dining characteristics of customers each stage of service (order, cook, check), and investigated the impact of perceived meal duration on customers' satisfaction. The procedures consisted of four phases. During the first phase, the different meal duration expectations and dining characteristics of customers of an Italian restaurant in Seoul were examined by survey at each stage of service. The second phase investigated the impact of perceived meal duration on customer' satisfaction. The third phase compared perceived meal duration and actual meal duration. The last phase suggested appropriate meal duration for maximization of customer' satisfaction. We also examined the effects of meal time (lunch or dinner) on meal duration preferences. Customer satisfaction was decreased with longer perceived meal duration for the order and check stages and too short perceived meal duration for the cook stage. To determine appropriate meal duration for each service stage, the relationship between perceived and actual meal durations was examined. This study confirms that customers dining at restaurants preferred a longer cook time and that a shorter meal duration at dinner decreased satisfaction ratings more when compared to lunch.
목차
Abstract
서론
연구 내용 및 방법
연구 결과 및 고찰
요약 및 결론
문헌
참고문헌 (27)
참고문헌 신청
1. [학술지(정기간행물)] - 학술지(정기간행물) 학술대회논문 단행본 보고서 학위논문 인터넷자원 기타자료 Antonides G / 2002 / Consumer perception and evaluation of waiting time: A field experiment / J Consumer Psychology 12 : 193 ~ 202
2. [학술지(정기간행물)] - Bhatia P / 2002 / Hurry up and eat / Wall Street Journal June 21 : W1 ~
5. [단행본] - Clemmer EC / 1989 / Toward understanding and controlling customer dissatisfaction with waiting, Cambridge / Marketing Science Institute
6. [단행본] - Davis MM / 1994 / Zero waiting times: A model for designing fast and efficient service delivery systems, In Advances in services marketing and management-Research and practice, ed / JAI
7. [학술지(정기간행물)] - Dubé-Rioux L / 1989 / Consumer' reactions to waiting: When delays affect the perception of service quality / Advances in Consumer Research 16 : 59 ~ 63
2. [학술지(정기간행물)] - Bhatia P / 2002 / Hurry up and eat / Wall Street Journal June 21 : W1 ~
5. [단행본] - Clemmer EC / 1989 / Toward understanding and controlling customer dissatisfaction with waiting, Cambridge / Marketing Science Institute
6. [단행본] - Davis MM / 1994 / Zero waiting times: A model for designing fast and efficient service delivery systems, In Advances in services marketing and management-Research and practice, ed / JAI
7. [학술지(정기간행물)] - Dubé-Rioux L / 1989 / Consumer' reactions to waiting: When delays affect the perception of service quality / Advances in Consumer Research 16 : 59 ~ 63
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UCI(KEPA) : I410-ECN-0101-2010-594-002474771