Effectiveness of Restaurant Attributes and Consumer Emotions regarding Waiting Time on Revisit Intention

레스토랑 선택속성과 대기시간에 따른 고객감정이 재방문의도에 미치는 영향

  • Lee, Jeongeun (Department of Culinary Arts, Foodservice management Major, Woosong University) ;
  • Choi, Jinkyung (Department of Culinary Arts, Foodservice management Major, Woosong University)
  • 이정은 (우송대학교 외식조리학부 외식산업경영전공) ;
  • 최진경 (우송대학교 외식조리학부 외식산업경영전공)
  • Received : 2019.04.09
  • Accepted : 2019.08.16
  • Published : 2019.08.31


The purpose of this study is to measure the effect of customers' waiting time on their revisit intention through their emotion. Also this study assessed the effect of restaurant selection attributes on consumers' revisit intention in Korea. This study used experimental scenario questionnaires for collecting data. Frequency analysis, Cronbach's alpha, correlation, t-tests and multiple regression analysis were assessed using SPSS. Customers preferred taste, sanitation and service when selecting a restaurant to dine out. The results of this study found that there were no significant differences between positive and negative emotions due to waiting time. Findings of this study suggested that waiting time, convenience, nutritional value, and emotion influenced consumers' revisit intention. Therefore, reducing waiting time and providing proper service will help consumers have positive emotions to return to dine at a restaurant.


Waiting time;positive emotion;negative emotion;restaurant revisit intention


Supported by : 우송대학교


  1. An YR. 2016. The effext of Actual Waiting time in Pizza Delivery Restaurant on the Customers' Satisfaction and Repurchase Intention. Master's degree thesis, Sejong University, Korea, p 5, pp 37-38
  2. Bielen F, Demoulin N. 2007. Waiting time influence on the satisfaction-loyalty relationship in service. Managing Service Quality, Managing Service Quality, 17(2):174-193
  3. Chung DJ. 2006. Study on Influence of Perceived Waiting Time and Service Time on Emotional Response and Service Quality Evaluation-With Moderating Effect of Causal Attribution. Master's degree thesis, Kyonggi University, Korea, p 7
  4. Dube-Rioux L, Schmidt BH, Leclerc F. 1989. Consumer’s reactions to waiting: When delays affect the perception of service quality. Advances in Consumer Research, 16(1): 59-63
  5. Edwards, JSA. 2013. The foodservice industry: eating out is more than just a meal. Food Quality and Preference, 27: 223-229
  6. Guak JW. 2017. A study on the Effect of a Waiting time Management and Menu Quality for Customer Satisfaction and Re-visit Intention in Korean buffet restaurant. Master's degree thesis, Ewha Womans University, Korea, p 6
  7. Hong SI. 2018. The effects of selection attributes on customer satisfaction and loyalty for 5-star Hotel buffet restaurants at Seoul. Master's degree thesis, Kyonggi University, Korea, pp 7-14
  8. Hwang J. 2008. Restaurant table management to reduce customer waiting times. Journal of Foodservice Business Research, 11:334-351
  9. Hwang J, Lambert, CU. 2008. The interation of major resources and their influence on waiting times in a multi-stage restaurant. International Journal of Hospitality Management, 27:541-551
  10. Kim H, Choi, J. 2018. Measuring emotions toward dining alone by frequency of single dining events. British Food Journal, 8:1-14
  11. Jeong HM. 2014. The relation among perceived waiting time and customer satisfaction, revisiting intent. Master's degree thesis, Seoul university, Korea, pp 12-13
  12. Jin EK. 2012. The Effect of Atmosphere Display for Ethnic Restaurants on Customer's Emotional Responses and Revisit Intentions. Master's degree thesis, Dongeui University, Korea, p 46
  13. Jo JM. 2012. The Effects of Selection Attributes on Customer Satisfaction and Loyalty for 5-star Hotel Buffet Restaurant. Master's degree thesis, Kyonggi University, Korea, p 21
  14. Jones P, Dent M. 1994. Improving service: Managing response time in hospitality operations. International Journal of Operations & Production Management, 14(5): 52-58.
  15. Jung KK. 2013. How the Psychological Response caused by the Perceived Waiting Time affects Negative Emotions, Acceptability and Service Evaluation: Comparison between Hotel Coffee Shops versus Brand Coffee Shops. Doctoral degree thesis, Kyonggi University, Korea, pp 17-22
  16. Lee JH. 2005. A study on the influence of relation benefits on revisit intention in hotels. Doctoral degree thesis, Kyonggi University, Korea, p 42-46
  17. Mittal V, Ross WT, Jr, Baldasare PM. 1998. The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions, Journal of Marketing, 62(1):33-47
  18. Oh SG. 2016. Negative emotions, acceptance degree and service satisfaction based on perceived waiting time and crowding in Buffet restaurants. Master's degree thesis, Sejong University, Korea, pp 1-9
  19. Park JH. 2017. A study on the effects of the choice attributes of buffet restaurants on customer satisfaction: Focused on a Buffet Restaurant in a Department Store. Master's degree thesis, Kyonggi University, Korea, p 62
  20. Pruyn A, Smidts A. 1994. How waiting affects customer satisfaction with the service: the role of subjective variables. Recherche en management des activites deservice, pp 677-696
  21. So EJ. 2018. The Effect of Customer Experience on Emotional Responses, Satisfaction and Behavior Intention at Coffee Shop: Focusing on the Moderating Effect of Involvement and Consumption Values. Master's degree thesis, Kyunghee University, Korea, p 24
  22. Song YS. 2008. Relationship among Internal Marketing, Internal Customers' Satosfacion, Service Quality, and Revisit Intention in the Beauty Service Company. Doctoral degree thesis, Paichai University, Korea, pp 51-52
  23. Taylor. 1994. Waiting for service: The relationship between delays and evaluation of service. Journal of Marketing. 58(2):56-69
  24. Westbrook RA. 1987. Product/consumption-based affective responses and repurchase processes. Journal of marketing research, 24(3):258-270.
  25. Yang TS, Park YB. 2006. A Study on Restaurant Environment and Crowdedness in Foodservice Company, Culinary Science & Hospitality Research, 12(4):63-79.
  26. Ethical Principles of Psychologists and Code of Conduct. American Psychological Association (APA) 2002.