에스닉 레스토랑의 물리적 환경 및 서비스 제공자의 커뮤니케이션이 고객감정 및 재방문 의도에 미치는 영향

• 영문명: The Effects of Ethnic Restaurant's Physical Environment and Communication on Customer's Emotion and Revisit Intenti
• 발행기관: 한국외식경영학회
• 저자명: 이려정(Ryeo Jung Lee) 김병용(Byeong Yong Kim)
• 간행물 정보: 『외식경영연구』15권 3호, 173~195쪽, 전체 23쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2012.06.30

영문 초록

In this study, an attempt was made to find out what kind of effect physical environment and communication of service providers have on customer reaction and intention to revisit with ethnic restaurants that are newly emerging recently as the target. A total of 215 questionnaires were collected from customers of ethnic restaurants in Gyeonggi province. A structural equation model was used to analyze data. The result of our analysis revealed that, first, the physical environment aesthetics and amenity turned out to have a positive effect on positive emotion of customers. It also revealed that, on negative emotion of customers the amenity turned out to have a negative effect whereas convenience turned out to have a positive effect. Secondly, it turned out that non-verbal communication of the service providers has a positive effect on positive emotion of the customers whereas it has a negative effect on negative emotion of the customers. Lastly, it turned out that positive emotion of the customers has a positive effect on the intention to revisit whereas it has a negative effect on negative emotion of the customers. At the same time, based on this kind of analysis result, this study has presented the necessity of voluntary customer response through the necessity of education and training as well as empowerment of the service providers.

키워드

Ethnic restaurant Physical environment Service provider Communication Customers` emotion Intension of revisit