패밀리레스토랑의 서비스스케이프가 혼잡지각 및 브랜드 이미지를 통한 고객만족 및 행동의도에 미치는 영향
- Title
- 패밀리레스토랑의 서비스스케이프가 혼잡지각 및 브랜드 이미지를 통한 고객만족 및 행동의도에 미치는 영향
- Author
- 김대철
- Keywords
- Family Restaurants; Servicescape; Perceived Crowding; Brand Image; Customer Satisfaction
- Issue Date
- 2012-02
- Publisher
- 한국호텔리조트학회
- Citation
- 호텔리조트연구,2012,vol.11, no.1,통권 19호 pp. 241-258 (18 pages)
- Abstract
- The purpose of the study is to examine the impact of a servicescape on perceived crowing, brand images, customer satisfaction, and eventually customers`s behavioral intention. 385 samples are collected from the respondents who have visited family restaurants. The results show that the family restaurants` servicescape, especially the physical factors of the servicescpae, has an statistically significant effect on customers` perceived crowding. This indicates that customers` perception on crowdedness is caused by not only excess demand but also restaurants` physical environments. The servicescape also has relationship with brand images of the restaurants. Therefore, a good design of the servicescape may enhance the family restaurants` brand images as well.
- URI
- https://www.kci.go.kr/kciportal/ci/sereArticleSearch/ciSereArtiView.kci?sereArticleSearchBean.artiId=ART001660966http://hdl.handle.net/20.500.11754/53101
- ISSN
- 1598-7760
- Appears in Collections:
- GRADUATE SCHOOL OF BUSINESS[S](경영전문대학원) > ETC
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