외식산업 기능적서비스품질이 지각불일치에 미치는 영향 연구

• 영문명: A Study on the Effects of Functional Service Quality on Perception Discordance in Foodservice Industry
• 발행기관: 한국외식경영학회
• 저자명: 엄영호(Um Young Ho)
• 간행물 정보: 『외식경영연구』9권 4호, 7~26쪽, 전체 20쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2006.12.31

영문 초록

A food service industry, one of the highest department in market scale and its rate of growth aspect among service industries, was studies in conformity with the functional service quality. Customers want to be served a better service and the best service which is offered the best condition including the customers' sensitive responses as well as simply high quality goods than a good service. This dissertation suggests that functional service quality of foodservice industry is composed by what kinds of factors, and that how the customers percieve about that functional quality. It was also studied how that functional quality was influenced on customer dissatisfaction due to perception discordance, and was presented a marketing strategy direction a lot wider than the existing functional quality and customer satisfaction. This study found an available strategy suggestions of foodservice industry based on major find out matters, verification analysis and data. That is, a standard service should be kept to improve the functional services which the customers trust continuously. Especially the safety of the functional service quality is the most important factor to secure and maintain customers, offering a closing service. The future study need to be added to the plan to improve customer satisfaction and the effects to increase the benefits in food industry.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구모형과 조사설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Functional Service Quality Perception Discordance Customer Satisfaction Standard Service Benefits in Food Industry