외식업체 직원의 가격할인에 대한 지각이 고객지향성과 서비스 제공수준에 미치는 영향

• 영문명: Impact of the Casual Dining Restaurant Employees' Perception about Discount on Customer Orientation and Service Delivery Level
• 발행기관: 한국외식경영학회
• 저자명: 이형룡(Lee Hyung Ryong) 김대철(Kim Dae Chul)
• 간행물 정보: 『외식경영연구』9권 1호, 7~25쪽, 전체 19쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2006.03.31

영문 초록

Restaurants use the strategy of discount in order to have more customers, but it results in negative effect that the heavy-burdened and hardworking employees cannot supply better service for the customers. The purpose of this study is to examine the impact of the casual dining restaurant employees' perception about discount on customer orientation and service delivery level. This study researched 500 employees from 4 casual dining restaurants and used 340 questionnaires to analyze results. The results are followed: First, discount is proved to have a negative influence on the employees' customer orientation. Second, discount is proved to have a negative influence on employees' service delivery level. Third, customer orientation is proved to have a positive influence on employees' service delivery level.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 실증분석결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

Casual Dining Restaurant Perception Discount Customer Orientation Service Delivery Level