인문학
사회과학
자연과학
공학
의약학
농수해양학
예술체육학
복합학
DBpia AI
AI 에이전트
AI 아이디어
AI 리더
AI 뷰어
Citeasy
크롬 서지관리 다운로드
지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 저자정보
피인용 0
초록·키워드
This study was conducted in response to the growing role of international student employees as frontline service providers in the foodservice industry. It aimed to examine the structural relationships among human service quality, customer experience, and customer satisfaction, as well as the mediating effect of customer experience and the moderating effect of perceived cultural distance. Human service quality was conceptualized in five dimensions: reliability, responsiveness, assurance, empathy, and communication quality, while customer experience encompassed cognitive, emotional, and relational experiences. An online survey was conducted from July 1 to July 15, 2026, among customers who had directly received assistance with ordering or payment, guidance, food service, or other interpersonal services from international student employees. Of 330 responses collected, 302 valid questionnaires were used for the final analysis. The results showed that human service quality had a significant positive effect on customer experience. Among its dimensions, reliability, empathy, and assurance significantly influenced customer experience, with reliability showing the strongest effect. In contrast, responsiveness and communication quality were not significant. Neither human service quality nor customer experience had a significant effect on customer satisfaction. Furthermore, the mediating effect of customer experience and the moderating effect of perceived cultural distance were not statistically significant. These findings suggest that accurate and consistent service performance, professionalism, and empathetic responses are more important than cultural differences or linguistic fluency alone in shaping positive customer experiences. Accordingly, foodservice firms should strengthen task-oriented training and standardized service procedures, while universities, industry partners, and local governments should develop collaborative systems for practical training, employment linkage, workplace adaptation, and local settlement of international students.
본문·목차
인공지능 문자 인식 모델을 통해 추출된 텍스트로, 일부 오타나 오류가 포함될 수 있으나 지속적으로 개선 중입니다.
오류를 발견하셨다면 해당 부분을 드래그한 후 ' 를 통해 신고해주세요.
오류를 발견하셨다면 해당 부분을 드래그한 후 ' 를 통해 신고해주세요.
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