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Cho, Sun-Bai;Yoo, Yang-Ho;Yoon, Se-Nam
- Korean Business Review
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- v.20 no.1
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- pp.55-71
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- 2007
The purpose of this study is to view the development process of customer satisfaction about service recovery by grafting disconfirmation theory an important paradigm in explaining customer satisfaction upon the Justice theory the recently on-going study of handling unfairness and to substantiate and analyze the influence of the perceived justice the important decisive factor in satisfaction about service recovery and disconfirmation about service recovery on customer satisfaction. The following conclusions are made according this study. First, the higher the expectation about service recovery is, the higher the standard of disconfirmation appears. Second, disconfirmation about service recovery turns out to have positive influence on customer satisfaction about service recovery. Third, the higher the perceived justice about service recovery is, the lower the level of disconfirmation about service recovery appears.
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Jeon, Hyeon-Mo;Kim, Kwang-Soo
- Culinary science and hospitality research
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- v.15 no.4
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- pp.172-186
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- 2009
This study investigates the relationship between the difference of the importance of physical environment by use behavior and customer satisfaction based on the customers who have visited domestic fine dining restaurants and tries to develop a marketing strategy to promote sales in fine dining restaurant business suffering from the global economic hard times. A survey was conducted to examine the customers who were older than 20 years old and have visited a fine dining restaurant, 'Wood & Brick' and 'Benigni', located at Sejongro Junction in Seoul for 61 days from May 1 to June 30, 2009. SPSS 14.0 statistical package was used to process data. Frequency analysis, reliability test, ANOVA, and multiple regression were executed. The result shows that the difference of the importance of physical environment by use behavior depends on the number of visits per month and the cost per capita. On the relationship between physical environment and customer satisfaction, cleanness, space arrangement, charm, and accessibility have positive effects on customer satisfaction.
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Kim, Gi-Young;Park, Gye-Young;Chae, Myoung-Hee
- Culinary science and hospitality research
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- v.15 no.4
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- pp.9-17
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- 2009
The microbiological examinations was conducted for the hygienic evaluation on ten Japanese restaurants during summer season in Gwangju, Korea. Total two hundreds swabbed samples using sponge were collected from the surface of facilities and utensils at restaurants. The number of total microorganism, coliform, E. coli, Staphylococcus, Salmonella, and Listeria were measured. The results demonstrated that most swabbed samples were contaminated with microorganisms and coliforms. The degree of contamination depended on the sample sites. The severely contaminated sites were floor, trench, and working table for the fish and total counts of those samples were over $10^4$ CFU/100 $cm^2$. The coliforms were detected on the floor, trench, and wood cutting board over $10^3$ CFU/100 $cm^2$. Moreover, coliforms was detected on the towel, dish, and working place for fish and vegetables. The E. coli was detected on the floor and trench of several restaurants. The Staphylococcus spp. was detected on the cutting board, towel, floor and trench of several restaurants. The Salmonella spp. and Listeria spp. were not detected all over the samples. From those results showed that sanitation management and disinfection were required on the Japanese restaurants.
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Kim, Kyung-Hwan;Ko, Ki-Chul;Cho, Yong-Bum
- Culinary science and hospitality research
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- v.15 no.4
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- pp.131-143
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- 2009
There are increasingly interests among researchers to focus on the relations between core benefits and situational variation of hotel restaurants, and make coordination of customer satisfaction and customer loyalty to be more profitable of hotels. This study has investigated how much core benefits were effected by situational variation on customer satisfaction and customer loyalty for hotel restaurants. The result is suggested as follows as explained to test this study. First, core benefits were effected on customer satisfaction and loyalty as significant relationship. Second, situational variation was significantly effected on customer satisfaction and loyalty. Third, customer satisfaction was influenced customer loyalty to be positive relations with satisfaction and loyalty for restaurants.
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