• Culinary science and hospitality research
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• v.20 no.4
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• pp.224-238
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• 2014

This study aimed to identify that the physical environment of a food service company has influenced on the perceived service quality, menu quality and customer satisfaction. To achieve the purpose of this study, it reviewed the theoretical background about the physical environment, the perceived service quality, the perceived menu quality and customer satisfaction. Moreover, this study conducted a corresponding empirical analysis. For the empirical analysis, a questionnaire was given to a total of 275 regular restaurant customers at Busan area. The results of the empirical analysis were shown as follows. 1) The components of physical environment of a service company are the attractiveness, cleanliness, space & convenience and the ambient factor of physical environment. 2) For the attractiveness of the physical environment, cleanliness and the ambience factors of the physical environment have influenced on the perceived service quality and menu quality. 3) The perceived service quality has influence on the perceived the menu quality. 4) The perceived service quality and the menu quality have influence on the customer satisfaction.

• Culinary science and hospitality research
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• v.22 no.7
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• pp.158-172
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• 2016

This study engaged food-service industry workers in Busan (casual dining restaurants and buffets) to investigate the moderating effect of job satisfaction on the influence of emotional labor on turnover intention and job burnout. To accomplish the goal of this study, the statistical programs SPSS 21.0 and AMOS 21.0 were employed for frequency analysis, factor analysis, reliability, and confirmatory factor analysis of responses from f 278 respondents. An examination was conducted to prove the hypothesis based on a structural equation model. There are two sub factors of emotional labor, surface acting and deep acting. According to the result of this study, surface acting has a positive influence (+) on job burnout (exhaustion) while deep acting has a negative influence(-). In addition, job burnout showed a positive influence (+) on turnover intention. It has been revealed that job satisfaction has a moderating effect on the path from deep acting to job burnout. Having considered that job burnout of food-service workers in Busan was related to deep acting, one of sub factors of emotional labors, promoting deep acting appears to be the way of reducing both job burnout and the number of people with turnover intention. Therefore, it is necessary for restaurant owners and CEOs to implement employee training and improve employee benefits in order to promote the deep acting of their employees.

• Culinary science and hospitality research
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• v.23 no.4
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• pp.203-215
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• 2017

The purpose of this study is to investigate the effect of educational service quality on educational satisfaction and job usability. The results of the analysis are as follows. First, based on the theoretical background, factor analysis and reliability analysis were conducted. Five factors of tangibility, responsibility, reactivity, assurance, and empathy were found in the educational service quality. In addition, it was confirmed that there was no problem as a single factor in educational satisfaction and job availability, and these factors showed high reliability and validity. Second, in the relationship between educational service quality and educational satisfaction, all five factors which education service quality factors were found to affect educational satisfaction. The higher the factor of educational service quality, the students will be able to increase their satisfaction with education, which was a degree of satisfaction with the education of contract department. Third, in the effects of educational service quality factors on job availability, tangibility, responsibility, reactivity, and assurance have no effect and empathy affects job availability. In this study, although the factors of education service quality is high except empathy, it is not possible to increase the job availability that leads to successful business results. Fourth, job availability affects educational satisfaction. Therefore, the higher the level of job availability, educational satisfaction will also increase. The following are implications of this study. First, high-quality lectures, hands-on training, and educational programs are needed and values that students pursue must continuously increase. Second, there is a need for measures to improve job availability such as the formation of curriculum related to jobs and the demand for the training courses of restaurants.

• Culinary science and hospitality research
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• v.23 no.7
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• pp.97-111
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• 2017

As a single-person household emerges as an important consumer group, an Online-to-Offline or Offlineto-Online(O2O) service market is rapidly growing. This study attempted to verify the effects of convenience and webrooming characteristics of O2O service using the Technology Acceptance Model (TAM). The purpose of this study was to investigate the effects of the convenience and webrooming of food O2O service on users' perceived ease of use and perceived usefulness, and the effects of perceived ease of use and perceived usefulness on purchase intention of O2O services. Using a convenience sampling technique, an online survey was conducted through Google survey from April 16 to April 30, 2017 and was distributed to 447 O2O service users. A total of 320 questionnaires were included in the final analysis. The results showed that convenience had a significant effect on users' perceived ease of use as well as perceived usefulness. In addition, users' perceived ease of use had a significant impact on users' perceived usefulness. Finally, both perceived ease of use and perceived usefulness positively affected users' purchase intention of O2O services. These findings suggest that differentiated events, promotions, and store information should be provided when launching O2O service because webrooming is a more important factor in enhancing perceived usefulness than the perceived ease of use.

• Management & Information Systems Review
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• v.31 no.4
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• pp.445-467
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• 2012

Service is delivered to customers through interactions between service personnel and customer that will influence encounter outcomes. During service encounter, physical, psychological, emotional elements will be put into the service delivery. Thus, the purpose of this paper was to understand the rapport in hospitality & service encounter and examine the relationship between service provider's interaction, customer's participation and relationship belief. The research findings indicated that service provider's interaction and customer's participation were positively related to rapport. Furthermore, rapport which a customer feels from employee was found to contribute greatly to successful relationship beliefs with customers.

• Culinary science and hospitality research
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• v.19 no.5
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• pp.11-22
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• 2013

This study aimed to identify the relationships between the quality and image of school meal service and satisfaction perceived from high school students and to access the moderating effect of its distribution types. For the empirical analysis, this study used SPSS 18.0 and AMOS 18.0 and conducted frequency analysis, reliability analysis, exploratory and confirmatory factor analysis, path analysis and chi-square difference test. As a result of the analyses, the validity and reliability were identified showing over 0.4 factor loading value, ${\chi}^2$=258.831, d.f.=98, RMR=0.059, GFI=.822, AGFI=.776, NFI=0.908, IFI=0.941, CFI=0.940. The results of the structural equation modeling analysis are as follows: first, the quality of school meal service had a significant influence on its image; next, the image of school meal service had a significant influence on satisfaction with the service; last, there is a significant moderating effect of distribution types in the relationship between the image of school meal service and satisfaction with the service.

• Culinary science and hospitality research
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• v.8 no.3
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• pp.91-106
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• 2002

To achieve these goals constituent dimensions and structural elements of the Japanese restaurants service quality are being investigated through the review of the food service industry and service. The survey about the importance and the Japanese restaurants was also conducted with a questionnaire to identify the tendency of customers who visited restaurants. These results and satisfactions hypotheses are being tested in the restaurant and the empirical research aye both conducted to achieve time research purposes. Japanese restaurants, located in the metropolitan area, are being selected as the object limits of the survey. Eighty-seven questionnaires are being distributed three kinds restaurants which means total 250 for all, and from which 230 are being analyzed. Frequency and $\chi$$^2$test were applied for the general matters and the conditions of object while Cronbach's Alpha coefficient and factor analysis were applied for reliability and validity. t-test was attempted to fine the importance and the satisfaction of the service quality. Also ANOVA was utilized. After examining the results of this survey, few facts were apparent. First the number of male ana female customers in the Japanese restaurants are divided evenly in about 55% of male customers and 45% of female customers. However, these people have a wide variety of jos. Another evident fact present on this survey shows that customers eating at a less expensive restaurants have a income of 1,000,000 won where as the expensive or high-end restaurants have customers with higher income than average. The price sensitive customers studied in this survey shows that they spend on average 30,000 to 70,000 won per person in the less expensive establishments. Therefore, with some service quality restructuring, application of new systems and ideas these restaurants could efficiently maximize their profit margin. Customers also showed that lower prices in lunch time would be an appealing incentive to deviate from standard lunch time 〈12:00~13:00〉and menu specials would be of interest to deviate from busy dinner time. In conclusion, since restaurants in the middle range category are not so many restaurants in lower range have a chance to maximize their profit. This study clearly shows that even the lower-end restaurants could raise their profit margin by incorporating new marketing techniques and by improving the service level of their restaurants.

• Journal of the Korea Convergence Society
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• v.8 no.4
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• pp.167-182
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• 2017

This study aims to examine the impacts of service quality (SQ) on consumer-brand relationship quality (BRQ), the mediation effects of brand trust (BT) in those relationships and the moderated mediation effects of BT by the level of perceived product quality (PQ). A 376 valid sample was obtained from the consumers who have visited the service centers of automotive brands. The findings demonstrate the direct effects of SQ of the service centers in automotive brands on BRQ are not significant, while the mediation effects of BT between SQ and BRQ are significant. Moreover, the findings reveal that the mediation effects of BT in the lower perception group of PQ are stronger than those in the higher group. Based on these findings, not only the necessary roles of a service center to improve BRQ but also the transferring process from service centers' SQ to building a strong brand are discussed.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.132-144
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• 2016

This study reviewed previous researches about the competence selection of foodservice firms, and shows firm's performance model through the results. The study classified factors according to core competence, differentiation strategy, and management performance. Out of 400 survey responses from by the firm's executive and employees who had worked for over three years at the headquarters (sales, financial, marketing/plan, R & D, etc.), a total of 302 questionnaires were used for the final analysis due to missing values and biased responses (response rate: 75.5%). As the results of analyzing final research model of this study, it appeared that ${\chi}^2(df=170)=384.88$, ${\chi}^2/df=2.26$, GFI=0.90, NFI=0.92, CFI=0.95, RMSEA=0.07. The results indicated that the CEO leadership, organizational culture, and human resource competencies are a driving force in all aspects of competitive advantage differentiation strategies. In addition, the R & D innovation, service, and marketing differentiation strategies are positively related to performance. The results validate the fact that foodservice firms could reinforce strategic decisions through a variety core competencies and achieve continuous performance through competitive strategies.

• Journal of the East Asian Society of Dietary Life
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• v.18 no.2
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• pp.242-252
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• 2008

The objective of this study was to suggest a new efficiency measurement indicator for evaluating the menu management efficiency of decision making units(DMUs) in contract-foodservice operations and to determine the relationship between the DEA(data envelopment analysis) menu efficiency score and menu factors. The results of applying DEA revealed relatively efficient types of service and frequency of meals. The efficient service was shown as a self-service type that operates Monday to Saturday. The considered menu factors included meal price, food cost per meal, meal counts, number of menu items, use of favorite menu use, forecasting error, accuracy of ordering, ratio of inventory, ratio of food loss, use of processed foods and use of prepared vegetables are considered. There were significant correlations between the DEA score and meal price, meal counts, number of menu items, ratio of food loss, accuracy of ordering and use of processed foods respectively. According to the regression results, menu price had a positive influence on the DEA menu efficiency score, and food cost per meal and the use of prepared foods had negative influences respectively.