외식기업 고객과 직원 간의 상호작용품질이 감정반응과 구전에 미치는 영향: 패밀리레스토랑 이용고객을 중심으로

• 영문명: The Impact of Interactional Quality between Customers and Employees of Dining Company to Emotional Reaction and Word of Mouth: Focused on Family Restaurant‘s Customer
• 발행기관: 한국외식경영학회
• 저자명: 백남길(Nam Gil Baek) 전현모(Hyeon Mo Jeon)
• 간행물 정보: 『외식경영연구』13권 2호, 81~101쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.04.30

영문 초록

This paper attempts to determine how interactional quality between customers and employees of family restaurant affects customer emotional reactions and word of mouth, respectively. A self-filling survey was conducted of men and women older than 20 living in Seoul and Gyeonggi-do, who had eaten one of several family restaurants. The survey took place for 1 month from July 1, 2009 to July 30, 2009. Among a total of 450 survey leaflets distributed, only 398 copies were utilized for the actual analysis after excluding some leaflets containing blank and insincere responses. This study classified customer loyalty as being either behavioral loyalty or attitudinal loyalty to investigate the elemental structures and the relative importance of loyalty shown among patrons of fast food, pizza, and family restaurants, the three types most favored by college students. Research results are as follows. First, the fidelity among interactional qualities has an impact on all three emotional reactions of positive emotion, negative emotion, and evasion. Empathy only affects positive emotion. Secondly, all factors of customer emotional reactions have meaningful effects on word of mouth. Finally, only fidelity among interactional qualities is closely related with word of mouth.

키워드

Dining company Interactional quality Emotional reaction Word of mouth Family restaurant