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학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
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Global restaurant franchises are becoming more and more popular in China, Japan, and South Korea. Understanding target customers’ needs for restaurant franchises is considered one of the most important factors for their business success. In this study, four domains-food-related domain (FRD), interior-related domain (IRD), staffrelated domain (SRD), and convenience-related domain (CRD)-and 24 elements were classified. A survey with 450 respondents in the three capital cities (Beijing, Tokyo, and Seoul) was then conducted to examine the effect of the factors influencing customer satisfaction. After statistical analysis, thirteen main elements were found as factors influencing customer satisfaction. The analysis result showed that the food-related domain (FRD) was the most important in Beijing. The interior-related domain (IRD) and the convenience-related domain (CRD) were considered the most important in Tokyo and Seoul. Some cultural differences in customer satisfaction were also found. The results provide a guideline for better customer experience management of a restaurant franchise in the three cities.
목차
1. Introduction
2. Literature Review
3. Method
4. Analyses and Results
5. Discussion and Conclusions
References
참고문헌 (40)
참고문헌 신청
1. [학술지(정기간행물)] - Baker, J / 1996 / The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time : An Integrative Review and Research Propositions / Journal of the Academy of Marketing Science 24 (4) : 338 ~ 349
2. [학술지(정기간행물)] - Bitner, M. J / 1990 / The Service Encounter : Diagnosing Favorable and Unfavorable Incidents / Journal of Marketing 54 (1) : 71 ~ 84
3. [학술지(정기간행물)] - Chin, J. B / 2008 / A Study of Taiwan Takeout Beverage Franchise Chain Business Performance Model / IEEE Xplore 8 (2) : 1 ~ 5
4. [학술지(정기간행물)] - Cronbach, L / 1951 / Coefficient Alpha and the Internal Structure of Tests / Psychometrika 16 (3) : 297 ~ 334
5. [학술지(정기간행물)] - Clark, M. A / 1998 / Consumer Loyalty in the Restaurant Industry : A Preliminary Exploration of the Issues / International Journal of Contemporary Hospitality Management 10 (4) : 139 ~ 144
2. [학술지(정기간행물)] - Bitner, M. J / 1990 / The Service Encounter : Diagnosing Favorable and Unfavorable Incidents / Journal of Marketing 54 (1) : 71 ~ 84
3. [학술지(정기간행물)] - Chin, J. B / 2008 / A Study of Taiwan Takeout Beverage Franchise Chain Business Performance Model / IEEE Xplore 8 (2) : 1 ~ 5
4. [학술지(정기간행물)] - Cronbach, L / 1951 / Coefficient Alpha and the Internal Structure of Tests / Psychometrika 16 (3) : 297 ~ 334
5. [학술지(정기간행물)] - Clark, M. A / 1998 / Consumer Loyalty in the Restaurant Industry : A Preliminary Exploration of the Issues / International Journal of Contemporary Hospitality Management 10 (4) : 139 ~ 144
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UCI(KEPA) : I410-ECN-0101-2014-500-002954005