• The Korean Journal of Franchise Management
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• v.14 no.1
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• pp.57-74
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• 2023

Purpose: As global interest in environmental issues increases, the demand for green products/services is increasing. Companies are establishing eco-friendly policies to meet the changing expectations of customers. Therefore, this study aims to analyze the effect of eco-friendly behavior and third-party certification on trust, satisfaction, and loyalty as well as the mediating role of satisfaction based on SOR and signaling theory. Research design, data and methodology: This study collected data from 501 respondents who visited restaurant and analyzed using measurement model with SPSS 28.0 and SmartPLS 4. Results: First, restaurants' eco-friendly behavior and third-party certification (TPC) positively influenced trust while these did not influence satisfaction. Second, trust positively influenced satisfaction. Third, trust and satisfaction positively influenced loyalty. Fourth, TPC had stronger impact on trust and satisfaction compared to eco-friendly behavior in female group while TPC had stronger impact on trust in male group. Conclusions: This study emphasized the importance of TPC over eco-friendly behavior. Restaurants should maintain pro-environmental behaviors such as reducing single-use items while obtaining TPC such as ISO and LEED certifications to increase customer trust. It also found the importance of trust and satisfaction in securing loyal customers. Restaurants should make efforts to build bonds with customers through authentic marketing such as events that encourage customer participation.

• Journal of the Korean Home Economics Association
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• v.43 no.3 s.205
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• pp.147-159
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• 2005

The purpose of this study was to analyze the effect of justice (distributive, interactional, and procedural) perception of e-service recovery in restaurant businesses on e-service recovery satisfaction, negative word of mouth, trust, and commitment. We designed a quasi-experimental study using eight different scenarios of justice application. One of the eight scenarios was distributed to each respondent to read, and the respondent then answered regarding feelings and subsequent action. Data analysis was based on 232 usable responses. The results imply that interactional justice is more important than other forms of justices in e-service recovery of restaurant businesses, indicating that restaurants must approve the service failure, make an apology to the customer, and maintain a courteous attitude at all times. In addison, the restaurant has to consider an e-service recovery program as a long-term strategy because the effect of e-service recovery in restaurant businesses grows slowly and takes time-consuming effort.

• Culinary science and hospitality research
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• v.16 no.4
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• pp.151-162
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• 2010

This paper examines the structural relations among choice attributes, brand image, and buying action of restaurant customers, using a structural equation model. Based on the analysis of one hundred fifty cases, the following results were found First, it was found that the choice attributes of accessability, materiality, and kindness have positive influence on the differentiation, brand image and buying action of restaurant customers. Second, the choice attributes of accessability and styles have positive influence on the familiarity, brand image and buying action of restaurant customers. Third, the choice attributes of styles have positive influence on trust in brand image and buying action of restaurant customers.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.6
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• pp.385-397
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• 2021

This study examined service failure and recovery of domestic ethnic food restaurants based on a model of the repercussions of service failure dealing with seriousness and control and the cause-and-effect relationships among the variables relevant to the quality of relationships -trust, satisfaction, and loyalty. This study provides valuable information for Korean restaurant managers regarding food service failure and response plans by collecting data from actual Japanese tourists visiting ethnic food restaurants. The results suggested that it is important to develop a strategy to present the distributional fairness to customers who recognize the seriousness of service failure to control the situation promptly. These results can be used to establish more systematic business plans, improving customer management and firm performance. The advantage of this research is that it is time for substantial research data on the booming domestic restaurant industry and service quality to overcome the current recession and grow and solidify the current restaurant market.

• Journal of the Korean Society of Food Culture
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• v.24 no.5
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• pp.496-505
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• 2009

This study was conducted to provide basic data and insight into behaviors that result in increased continuous sales and competitiveness. This was done by examining the effect of personal involvement on customer satisfaction and trust, the effect of customer satisfaction on switching cost and loyalty, the effect of trust on switching cost and loyalty and by analyzing the indirect effect of trust and loyalty to personal involvement on switching cost and loyalty of the patrons of casual dining restaurants. In order to achieve the goals of the study, a hypothesis and structural equation were proposed based on preceding research and the proposed model was analyzed using LISREL 8.30 to prove the hypothesis and better understand the interactions between the cause and effect. The results were as follows: Six proposed hypothesis were chosen and the indirect effect was verified. In other words, customers' personal involvement was shown to have an effect on trust and devotion and satisfaction influenced switching cost and loyalty. Trust had an effect on switching cost and loyalty and by analyzing the indirect effect the customers' personal involvement was shown to affect the switching cost and loyalty through satisfaction and trust. The result of this analysis provides clues to better understand the eating-out behavior of customers and proves that personal involvement, satisfaction, trust, switching cost and loyalty are directly and indirectly related.

• Culinary science and hospitality research
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• v.19 no.2
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• pp.190-202
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• 2013

The arrival and expansion of the Internet has extended consumers' options and has provided consumers' opportunities to offer their own consumption. Through a laboratory experiment, we investigated questions: 1) do consumers trust the accuracy of reviews posted by anonymous reviewers or experts and 2) do readers trust negative and positive reviews equally? The messages were created as a form of 4 scenarios for this study. The statistical analysis was conducted using SPSS Win(v.16.0) for descriptive analysis, and t-test. Our results from a 2(positive reviews vs. negative reviews)*2(consumer vs. expert) experiment design showed that there was a significant difference between consumers' review and experts' one in restaurant visit intention(p<.001) and information credibility(p<.001). Also, between positive review and negative one, significant difference was found in restaurant visit intention(p<.001) and information credibility(p<.01). Other results, limitations and future research directions were also discussed.

• Journal of Smart Tourism
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• v.2 no.3
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• pp.5-15
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• 2022

As the utilization of technology in the tourism field becomes familiar, it greatly impacts people's tourism activities. These changes could also affect the behavior of tourists during the pandemic. To investigate consumers' adaptation to the self-service technology (SST) environment during the coronavirus disease of 2019 (COVID-19) pandemic, we adopted a model of absorptive capacity as the main framework for empirical research. To track the social effects of COVID-19, consumers' behavioral intentions for four different points in time are collected. The analysis was conducted using latent growth and structural equation modeling. We set the organizational and environmental characteristics as the first step of the model, with assimilation and trust as a middle step. Intention to use a kiosk is placed at the final step as an exploit. Findings indicate that organizational characteristics and environmental characteristics positively influenced assimilation and trust, except for environmental characteristics. Consumers' assimilation in SST encourages immediate intention to use a kiosk. Consumers' trust in kiosks positively impacts both immediate and continuance intention to use a kiosk during COVID-19.

• Culinary science and hospitality research
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• v.22 no.7
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• pp.235-252
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• 2016

This study aimed at examining the interrelationships among corporate association, Rrelationship quality, and brand loyalty in Korean buffet restaurants. In addition, this study examined the mediating effects of commitment and attidudinal loyalty. The findings of this study were found through the employong of SPSS 18.0 on a convenience sample of a total of 209 respondents. The results of this study are as follows. First, both corporate ability association and corporate social responsibility association exhibited a positive impact on trust and commitment. Second, trust and commitment positively influenced attitudinal loyalty and behavioral loyalty. Third, commitment acted in a partial mediating role between trust and attitudinal loyalty, and attitudinal loyalty acted in a partial mediating role between commitment and behavioral loyalty.

• Culinary science and hospitality research
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• v.20 no.5
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• pp.22-28
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• 2014

This research proposes and empirically tests a model of the relationships among perceived food quality, perceived service quality, perceived environment quality, brand preference, trust, satisfaction and favorable recipient behavior within the context of luxury restaurant patronage. Hypotheses implied by the model are tested on a sample of 398 patrons of U.S. luxury restaurants. Findings revealed that perceived food quality, perceived service quality, and perceived environment quality positively effect on the brand preference, and the brand preference positively and directly influence on favorable recipient behaviors as well as trust and satisfaction. These findings are discussed in terms of both academic and practitioner implications.

• Culinary science and hospitality research
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• v.13 no.2
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• pp.223-239
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• 2007

This study aims at providing managerial insight into researchers and marketers who are intending to maintain and develop a loyal group and long-term relationships in fast food restaurants. The summary of results is as follows : There was a wide difference in evaluation of perceived value, trust and customer loyalty according to sex, age, occupation and customer's visit behavior. Customers considered the convenient and quick service as the most important selective factor. And also, the important attribute of fast food restaurants was taste of food, followed by price, cleanliness, kindly service, quick service. We are able to classify the four customer groups according to analysis results. If we lay great emphasis on the above mentioned selective factors and also develop needs in each customer group, it does much for delivering profits of fast food restaurants.