Journal of the Korean Dietetic Association (대한영양사협회학술지)

The Korean Dietetic Association (대한영양사협회)
권호 표지
DOI QR코드

DOI QR Code

Exploratory Study on Customer-Oriented Service Contact Elements in Foodservice Industry

푸드서비스산업에서 고객지향적인 서비스 컨택요소의 탐색적 연구

  • Han, Myung Ai (Dept. of Foodservice and Culinary Management, College of Hospitality and Tourism Management, Sejong University) ;
  • Chong, Yu Kyeong (Dept. of Foodservice and Culinary Management, College of Hospitality and Tourism Management, Sejong University)
  • 한명애 (세종대학교 호텔관광대학 외식경영전공) ;
  • 정유경 (세종대학교 호텔관광대학 외식경영전공)
  • Received : 2015.01.09
  • Accepted : 2015.01.28
  • Published : 2015.02.02
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study was to provide preliminary data for competitive dominance in an institutional foodservice environment. Data were collected from 85 experts and practitioners on customer-oriented service contact elements and contact fields in the foodservice industry. PASW Statistics ver.18 and MS Excel were used for data analysis. From the pilot study, 67 service contact-elements were derived. Contribution rate analysis and frequency analysis in each contact field were performed in order to categorize four factors, including environment-oriented contact, product-oriented contact, service-oriented contact, and image-oriented contact fields. Thirty three contact elements were derived, and environment-oriented contact consisted of eight contact-elements (cleanliness of restaurant/kitchen, etc.), product-oriented contact consisted of twelve contact-elements (food taste, etc.), service-oriented contact consisted of seven contact-elements (service quality, etc.), and image-oriented contact consisted of six contact-elements (image/reputation, etc.). The results of study will be useful to develop an effective marketing program for competitive dominance in an competitive foodservice industry environment.

Keywords

References

  1. Baik YC (2001): A study on the relation between family restaurant choice attributes and the influential factors. Korean J Hotel Adm 10(1):95-116
  2. Chang KC, Chen MC (2011): Applying the Kano model and QFD to explore customers' brand contacts in the hotel business: a study of a hot spring hotel. Total Qual Manag Bus Excell 22(1):1-27 https://doi.org/10.1080/14783363.2010.529358
  3. Choi MW, Yang BS (2008): Effect of selection attributes and service quality on customer satisfaction in family restaurants. Korean J Hosp Adm 17(2):35-56
  4. Fortini-Campbell L (2003): Integrated marketing and the consumer experience. In: Iacobucci D, Calder B, eds. Kellogg on integrated marketing. John Wiley & Sons. Hoboken, NJ. pp.54-89
  5. Kim HS, Kim YG, Cha SB (2012): Impact of industrial catering food service factors on foreign workers' satisfaction in ansan city. J Tour Sci 36(3):277-293
  6. Kong TW, Kim KJ, Park KY (2013): A study on service quality of institutional foodservice by the kano model. J Foodserv Manag 16(1):179-197
  7. Lee EY, Choi ST, Lee SB (2007): Analysis of user satisfaction by the food service factors in the contracted foodservice management Industry. J Hosp Tour Stud 9(3):113-129
  8. Lee SJ, Jung HY (2010): Identification of quality attributes of university foodservice and factors required for the improvement of customer satisfaction: a case study using IPA model. J Korean Diet Assoc 16(3):208-225
  9. Nam SW, Lee JH, Lee CH (2011): Effects of food service factors on customers' satisfaction in the contracted food service industry -A comparison of the contracted food service companies in ulsan area-. Korean J Hotel Adm 20(5):181-199
  10. Yoo YJ (1999): A study on the selection attributes according to the use types of family restaurants - With the main focus on the Taegu Area -. J Tour Leisure Res 11(1):43-56