고객불만족이 매출액에 미치는 영향에 관한 탐색적 연구

• 영문명: A Exploratory Study on the Impact of Lost Revenue Due to Guest Dissatisfaction in Foodservice Outlets
• 발행기관: 한국외식경영학회
• 저자명: 나정기(Na Jeong Ki)
• 간행물 정보: 『외식경영연구』8권 1호, 255~271쪽, 전체 17쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2005.04.30

영문 초록

This study intends to quantitatively assess the impact of poor service on overall revenue in foodservice outlets, in due consideration of the importance of word-of-mouth by relying on the Market-Damage Model. The importance of customer service will be highlighted through quantitative data, showing both direct and indirect effects of poor service on restaurant revenue. The research result shows a tremendous impact of word-of-mouth, both direct and indirect, and quantitatively demonstrates the sufficient explanatory power of word-of-mouth. Nevertheless, because this study mainly focuses on the applicability of the Market-Damage Model using hypothetical numbers and basic questionnaire information, the value of the study is also constrained by the extent of relevance of the Market-Damage Model applied to foodservice outlets.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 매출 손실액 산정

Ⅳ. 결론

참고문헌

키워드

Market damage model Word of mouth Foodservice outlets