패밀리 레스토랑의 부정적 대기경험과 수용가능성이 서비스품질에 미치는 영향

초록

This study addresses the impacts of negative waiting experiences and acceptability on service quality of family restaurants. For the research, 251 participants were surveyed over two months from May to June of 2013 and 230 questionnaires were used for further analyses. The convenience sampling was used to take the samples. The results show that all three dimensions (perceived waiting time, physical waiting environment, uncontrollability) of negative experiences statistically have significant effects on both acceptability and negative emotion. This study also provides the finding that the negative emotion does not impact the assessment of service qualities of family restaurants. This implies that consumers are already aware of most of the family restaurants’ service quality since most of them are franchised restaurants and their services are mostly standardized. However, the negative emotion affects consumer defection due to lack of loyalty to a specific restaurant that fails to provide distinguished service. Thus, family restaurants should consider ameliorating the negative waiting experiences of consumers.

키워드