• 한국조리학회지
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• 제14권3호
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• pp.143-155
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• 2008

The objective of this study is collecting the basic information about the consumption of fish paste for developing Busan Fish-Paste products. Also, we tried to validate the effects of Busan Fish-Paste's Brand factors for its consumers. A survey was conducted to analyze the consumers who purchased fish paste products. The result showed that 60 percent of the respondents preferred Busan Fish-Paste. And 41 percent of the respondents considered the taste of fish paste products when purchasing them. As for brand, the perceived quality of Busan Fish-Paste had extremely positive influence on consumers' satisfaction. And consumers' satisfaction had significantly positive influence on brand preference and brand loyalty.

• 동아시아식생활학회지
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• 제20권4호
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• pp.606-618
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• 2010

The study investigated how 'word of mouth' originates in the chain restaurant industry. It has long been acknowledged that 'word of mouth' is a critical factor for the success of a restaurant business due to its targetability and cost effectiveness. A review of the literature revealed four antecedents of 'word of mouth': service quality, perceived value, satisfaction, and relationship quality. Based on the theoretical/empirical relationships between those constructs, a structural model composed of the hypotheses was proposed. The structural model was tested with data collected from 471 chain restaurant patrons. The structural equation modeling analysis revealed that five constructs in the proposed model are interrelated, and during this process, word of mouth is formed in the chain restaurant industry. A positive relationship between service quality and satisfaction (0.265, p<0.05), service quality and perceived value (0.831, p<0.05), service quality and relationship quality (0.465, p< 0.05), and service quality and WOM (0.263, p< 0.05) were found, indicating that service quality is a key prerequisite for word of mouth and other constructs proposed in the model. It was revealed that perceived value doe not have a direct impact on WOM formation (t=1.275, p=0.202), but a positive relationship between perceived value and satisfaction (0.293, p<0.05) and between satisfaction and WOM (0.627, p< 0.05) were found. Therefore, it was concluded that patrons' perceived value influences word of mouth formation, but that impact is mediated by satisfaction. During this process, relationship quality also plays a mediating role in generating word of mouth. Based on data analysis, theoretical/managerial implications are discussed.

• 한국조리학회지
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• 제22권7호
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• pp.222-234
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• 2016

본 연구에서는 프랜차이즈 레스토랑의 브랜드 자산과 브랜드 가치가 소비자 애호도와 소비자 만족도에 얼마나 영향을 끼치는지 측정하였다. 선행연구를 토대로 변수간의 영향관계를 규명하고자 하였다. 본 연구의 설문 조사는 프랜차이즈 레스토랑 이용경험이 있는 소비자들을 대상으로 2016년 3월 1일부터 4월 11일까지 시행하였으며, 서울과 수도권을 중심으로 설문을 받아 진행하였다. 연구결과, 프랜차이즈 레스토랑의 브랜드 자산과 브랜드 가치는 소비자 애호도에 긍정적인 영향을 미치는 것으로 나타났고, 소비자 애호도는 소비자 만족도에 긍정적인 영향을 나타냈다. 또한, 프랜차이즈 레스토랑의 브랜드 자산과 브랜드 가치는 소비자 애호도에 긍정적인 영향을 미치는 것으로 나타났다.

• 한국프랜차이즈경영연구
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• 제9권3호
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• pp.45-55
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• 2018

Purpose - Non-verbal Communication with customers in restaurant business can play an important role because it affects customer behavior and attitudes as a means to develop and maintain long-term relationships with customers. The purpose of this study is to analyze the effect of non-verbal communication with customers and the effect of the influence on customer satisfaction, trust, and revisit intention. Research design, data, methodology - In order to verify the research models and hypotheses of this study, questions were prepared for each variable and data were collected through questionnaires. The questionnaire survey was conducted from March 27, 2018 to April 17, 2018, for those who agreed with the citizens of the Jeju area who visited the restaurant recently. 50 out of 100 were conducted by internet survey and 50 were surveyed. Thus, a total of 100 responses were used using structural equation modeling with Smartpls 3.0. Results - The results of the study are as follows. First, non-verbal communication has a significant impact on customer emotion. Second customer emotion have a significant impact on customer trust and satisfaction. Third, Customer satisfaction had positive a significant effect on revisit intention. Fourth, Customer trust had positive a significant effect on revisit intention. Conclusions - The implications of this study are following as: The food service company should continuously provide non-verbal communication training to employees so that they can respond to customers with the right attitude and bright smile. In particular, in the case of restaurant franchises, customer response manuals should be created and distributed to the franchisees, and a regular training program for the franchisees should be implemented to provide the same service to the customer. Second, CEOs should have to worry about what kind of experience he or she has left since leaving the store. It is also necessary to constantly look at what customers experience in their stores or in their brands, and what emotions they form through their experiences. Third, the more satisfied or trusted customers are formed through the service of the employee, the more loyal the restaurant business will be, and the more likely it is to make continuous revisit and positive word-of-mouth activities..

• 한국조리학회지
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• 제13권3호
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• pp.127-136
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• 2007

The purpose of this study was to elucidate the relationship of service quality, product quality, price and customer satisfaction. Data were collected from 214 customers at the university foodservice and analyzed with SPSS 14.0. The verified results in these research hypotheses are as follows. First, the relationship between the service quality and customer satisfaction shows that tangibles(t=2.444) and responsiveness(t=2.431) have significantly positive influence upon customer satisfaction. Second, it was indicated that product quality(t=12.711) also has significantly positive influence upon customer satisfaction. Third, price (t=0.051) has no positive effect on customer satisfaction. Managerial contributions, limitation, and future research directions are discussed at the end of the paper.

• 한국조리학회지
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• 제13권4호
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• pp.164-177
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• 2007

The purpose of this study is to explore the relationship between the service of employees in the foodservice industry and their customers' satisfaction. The study surveyed 310 subjects who are the employees of companies in Busan, Ulsan, City and Gyeongsangnam-do and processed the result using SPSS for Win V. 12. 0. For statistical analysis, Frequency, Factor Analysis and Regression were put into operation. As a result of Factor Analysis on the quality of company food-service, six factors have been extracted. The result of the Factor Analysis of satisfaction revealed one factor. In conclusion, this study shows that the quality of foodservice - food, convenience, menu, kindness, hygiene/cleanliness, facilities - had a positive effect on users' satisfaction. It is expected that the results will provide a base for marketing strategies to be used by the managers and marketers in foodservice companies.

• 벤처창업연구
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• 제9권2호
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• pp.1-13
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• 2014

본 연구는 외식업 예비창업자와 창업관련 종사자에게 외식업 창업기업의 경영관리 특성에 관한 연구를 통해 유용한 정보를 제공하기 위해 연구되었다. 창업 준비 및 창업자의 특성에 대한 조사결과 서부경남지역의 외식업 창업자들은 독립창업의 형태가 가장 많이 집계되었으며, 직장경험이나 타 업종 운영경험이 외식업 운영경험이 있는 창업자보다 많았다. 가설 검증에 따른 연구결과는 다음과 같다. 첫째, 50대 창업자가 30대 창업자보다 고객이 불평을 제기할 때 신속히 서비스를 제공한다거나, 주문한 음식이 아닌 다른 음식이 나왔을때 양해를 구한 후 주문한 음식을 제공한다거나, 고객이 불편한 것이 없는지 수시로 체크하며 인사를 나누는 등의 서비스 활동을 하는데 많은 노력을 기울이고 있었다. 둘째, 외식업창업 후 재 창업한 창업자보다 직장생활 후 창업한 창업자가 음식과 관련한 고객의 불만에 대해 더 적극적으로 대처하고 있었으며, 외식업창업 후 재 창업한 창업자보다 타 사업 후 창업한 창업자가 음식과 관련한 고객의 불만에 대해 더 적극적으로 대처하고 있는 것으로 나타났다. 셋째, 외식업 점포의 운영관리에는 창업자의 정직성, 언행일치, 약속에 대한 신념의 정도와 같은 신뢰성과 실패가능성에 대한 인식 및 대처정도를 의미하는 대처노력 등이 영향을 미치고 있다. 넷째, 외식업 점포의 서비스관리 중 음식서비스와 사후서비스에는 창업자의 자기효능감이 영향을 미치고 있으며, 사전서비스에는 창업자의 자기효능감과 신뢰성이 영향을 미치고 있다. 다섯째, 외식업 점포의 수익관리에는 고객의 불만에 대한 대처노력이 영향을 미치고 있다. 여섯째, 외식업 점포의 고객관리에는 창업자의 신뢰성과 자기효능감이 영향을 미치고 있다. 일곱째, 경영관리활동 중 운영관리가 경영성과에 긍정적인 영향을 미치고 있다.

• 한국관광식음료학회지:관광식음료경영연구
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• 제7권
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• pp.181-205
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• 1997

It is expected that Korean restaurant business will become one of the most important contributors to the notion's economy by the year 2000. As the many visible and invisible trade barriers are tumbled down and market opening to foreign competition expedites, a strategy to solidify the competitiveness of the restaurant industry is urgently needed. Some of the strateges that need to sharpen the competity edge are as follows: 1. Development of restaurant business management knowhow and enhancement of information gathering capability. 2. Development of its own unique brand of food and service tailored to many different tastes of clientele. 3. Promotion of the industry's globalization efforts with the development of local restaurant brand & Korean traditional foods and with the expansion of foreign investment. 4. Reinforcement of staff training and provision of a compensation package to attract qualified personnel. 5. deregulation of many anachronistic laws and restrictions with government's full support for the industry to realize what it's supposed to be in the 21st century.

• 한국관광식음료학회지:관광식음료경영연구
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• 제17권2호
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• pp.1-26
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• 2006

The life of modern society is going to be more scientific and rationalized. According to these trends, our dietary life was also dramatically changed. Family restaurants grew up by 30% every year was became the place of meeting and relaxation from the place of selling and eating. These demands request to improve an atmosphere, a facility and a service in family restaurants. The objective of the present study is to investigate the effect of the gap of service in family restaurant on customer loyalty based on Oliver's gap theory. These results could be contributed to make the strategy of marketing in family restaurants. The purpose of this study in detail is as below. First, it is determined the difference of its expectation and its outcome regarding on the family restaurant service. Second, it is investigated the relationship of the gap of family restaurant with customer satisfaction. The suggestions of the present study are as below. First, it is necessary to get a novel CI strategy to clean the environment of restaurant and to induce the customer desires for young females as a dominant customers. Second, it is need to improve the interior of restaurant and to develop foods for optimal dietary environments. Third, based on the customer loyalty of the present study, customer satisfaction belongs to optimal dietary environment and utilization, whereas the negative gap of service is commercial dietary goods and employee's service. Therefore, the continuous loyalty along with personal satisfaction intends to improve the maximized atmosphere and utilization on use. The main strategy of marketing could be focused on the improvement of commercial dietary goods and utilization for the satisfaction and demands of customers.

• 한국식생활문화학회지
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• 제28권2호
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• pp.186-194
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• 2013

The purpose of this study was to understand the effect of loyalty program in family and fastfood restaurant on relationship quality (trust, commitment) and revisit intention. Based on total 394 samples obtained from empirical research, this study reviewed the reliability and fitness of a research model using the Amos program. The hypothesized relationships in the model were simultaneously tested using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$ 102.338 (df 48), GFI .959, RMR .049, NFI .970, CFI .984 SEM resulted that loyalty progam (${\beta}$= .429, t=7.880, p< .001) showed a positive significant effect on trust, and that loyalty program (${\beta}$= .455, t=9.532, p< .001) had a positive significant effect on commitment. Also, both trust (${\beta}$= .450, t=6.595, p< .001) and commitment (${\beta}$= .474, t=5.117, p< .001) had a positive significant effect on revisit intention. In addition, there were moderating effects related to restaurant type (family and fastfood restaurant) in terms of causal relationships between loyalty program, relationship quality and revisit intention. Limitations and future research directions are also discussed.