• Culinary science and hospitality research
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• v.13 no.2
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• pp.275-291
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• 2007

The growth of foodservice industry has caused keen competition in the family restaurant industry. For a differentiation strategy to be competitive, on the preferential basis, it is necessary for each family restaurant business to analyze its position in the market. Therefore, this study is to certify customers' perceived servicescape and image similarity and analyzes positioning of seven family restaurants. For this research, multidimensional scaling(MDS) is performed to determine how they are positioned relative to competitors. According to the result of the positioning map(ALSCAL and PROFIT map), it is found that Outback steakhouse, T.G.I. Friday's, Bennigans' have more strong competitiveness than VIPS, Marche and Sizzler in servicescape factors and restaurant selection attribute except menu diversity. But the preference order does not follow the order of competitiveness. This result from the positioning map means that each business needs various marketing strategies that cannot be copied easily.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.43 no.3
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• pp.228-242
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• 2020

In recent years, interest in the welfare of soldiers is increasing. More specifically, soldiers enlisted to fulfill their military service obligations live a group life that is controlled by group life, unlike military officers selected by their will. Therefore, this study aims to verify whether there is an effect of improving the morale of soldiers by increasing the satisfaction of military service meals along with the trend of increasing morale through enhancement of soldier welfare. In order to achieve the purpose of this study, we surveyed 145 army soldiers working in the front and rear areas and used 137 valid samples for analysis. The results of this study are as follows. First, both SERVQUAL (Responsiveness·Assurance, Tangibles) and Servicescape (Spatial Environment, Spatial Design) had a positive (+) effect on military meal satisfaction. Second, military service satisfaction and emotional commitment have a positive (+) effect on morale. Third, satisfaction with military meals has a positive effect on emotional commitment. This research has also shown that improvements in SERVQUAL (Responsiveness·Assurance, Tangibles) and Servicescape (Spatial Environment, Spatial Design) improve military service satisfaction and emotional engagement. Military food service SERVQUAL (Responsiveness·Assurance, Tangibles) and Servicescape (Spatial Environment, Space Design) must pay attention to increase military morale.

• Journal of Korea Society of Industrial Information Systems
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• v.17 no.5
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• pp.75-88
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• 2012

This study examines the relationship among servicescape, information technology, employee's job satisfaction, affective commitment and service performance. Empirical research is conducted to statistically test the model using SEM and empirically confirms followings: (a) positive effect of servicescape and IT on both of job satisfaction and affective commitment, which, in turn, positively influences on service behavior, (b) positive effect of affective commitment and service behavior on service recovery, and (c) significant indirect effect of job satisfaction on service recovery meditated by service behavior. Results suggest that there are direct and indirect effects on service performance of servicescape and information technology through job satisfaction and affective commitment. This paper is concluded with the summarized result and contribution of this study, managerial implication of the research findings, and further research issues.

• Journal of Service Research and Studies
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• v.8 no.2
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• pp.1-24
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• 2018

This study investigates the effects of casino servicescape and customer interaction on the emotions and loyalty of Chinese and Japanese customers. Data on casino servicescape, customer interaction, pleasure, arousal, and dominance (PAD) emotions, and loyalty were obtained from 275 Chinese and Japanese gamblers in Korea's foreigner-only casinos, and structural model analysis using AMOS 21.0 was conducted to verify the model. This study empirically confirmed the similarities and differences in PAD emotions between Chinese and Japanese customers on casino servicescape and on their interactions at casinos. By doing so, this study theoretically attempts to extend the existing research framework, and demonstrates the need for casinos to consider the role of culture/nationality in the context of international marketing when targeting international consumers.

• Culinary science and hospitality research
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• v.21 no.5
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• pp.129-138
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• 2015

There are limited resources on how servicescape influence customer emotions and respond towards customer satisfaction and behavioral intention. Hence, this research investigates how servicescape influence customer behavioral intention in local coffee shops in Kuala Lumpur by using Multiple Regression analysis. This study mainly focus on three environmental dimensions, which are the facility aesthetics, music and layout accessibility. Based on the result, it shows that both music and layout accessibility are significant factors that greatly influence customer satisfaction and behavioral intention. Overall, this research indicates that managers should realise thatmusic and layout accessibility play an important role to influence customers eating out at coffee shops.

• Journal of the Korean Applied Science and Technology
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• v.39 no.5
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• pp.666-673
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• 2022

This study attempted to provide basic data on the operation plan by investigating how the servicescape of domestic water sports facilities affects customer satisfaction and participation behavior. Therefore, participants in their 20s or older were selected as samples among those who experienced water sports facilities. The survey was conducted non-face-to-face from April 25 to July 15, 2022, and a total of 243 copies of data were used for the final analysis. For data processing, frequency analysis, exploratory factor analysis, item consistency, correlation analysis, simple and multiple regression analysis were performed using the SPSS (ver. 21.0) program. As a result of this study, first, it was found that the water sports facility servicescape affects the value in the order of convenience, empathy, and facility environment. Second, it was found that customer satisfaction at water sports facilities had an effect on participation behavior. Third, it was found that the water sports facility servicescape affects participation behavior in the order of facility environment, service, convenience, and empathy.

• The Korean Journal of Health Service Management
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• v.10 no.4
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• pp.13-23
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• 2016

Objectives : This research used an exploratory approach to identify factors affecting business strategies due to changes in the healthcare market and customer loyalty factors. Methods : The research model was formulated using antecedents divided into diagnosis quality, employee attitudes, and servicescape. Moreover, differences in the structured model were analyzed according to hospital size. The data were gathered through surveys on clients, who has received care at participating hospitals. From the 200 that were distributed, 150 questionnaires were analyzed, to facilitate analysis of the research model. Results : The effects of diagnosis quality, employee attitudes, and servicescape, on customer loyalty were mediated by trust. We also found the differences between small and large hospitals. Conclusions : Customer loyalty in small hospitals was affected by servicescape, whereas that in large hospitals was affected by diagnosis quality and employee attitudes. The research results could be used to develop strategies to improve customer loyalty.

• Culinary science and hospitality research
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• v.21 no.6
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• pp.14-27
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• 2015

This study aims to analyze the influence of bakery cafes servicescape on customer satisfaction and revisit intention, and to verify the mediating effect of customer satisfaction on the relationship between servicescape and revisit intention. This study targeted 10 bakery cafes located in Seoul, and after asking the persons concerned of the bakery cafes to check understanding, a survey with customers aged 20 or over was conducted over 10 days from March 15th to 24th 2015. A total of 250 self-administered questionnaires were distributed, and 244 questionnaires(97.6%) were used for study analysis after the exclusion of 6 incomplete and unreliable responses. To investigate the demographic characteristics of the respondents, a frequency analysis was carried out; for verification of the reliability and validity of the measuring tools, a reliability analysis and exploratory factor analysis were carried out; and for verification of the research hypotheses, simple and multiple regression analyses as well as a mediation analysis were carried out. All the data required for this study were analyzed using the SPSS 18.0 statistic program. The study findings showed that servicescape influenced customer satisfaction and revisit intention, and that Customer satisfaction had a mediating effect. Based on these findings, future marketing strategies and differentiated servicescape application methods for bakery cafes were suggested. Moreover, the limitations of the study and orientation for further research were discussed.

• Journal of Distribution Science
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• v.13 no.9
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• pp.71-79
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• 2015

Purpose - The purpose of this paper is to find out the effect of changes in the differentiated "servicescape" on the business performance in the hair salon industry using a case study. For this, we selected hair salon M located in Suwon. The shop is innovatively different from existing shops in terms of spatial layout and functionality. We conducted in-depth research, beginning with the launch of the shop concept through investment and ongoing stable sales. Research design, data, and methodology - The M hair salon is a start up shop providing a differentiated servicescape (physical environment where the service takes place) located in Suwon, Yeongtong-gu. We conducted research to investigate how spatial layout and functionality of the servicescape impact customers' perceived quality. The interview period and case analysis was May 2014 through March 2015, covering 11 months. To conduct the case analysis, we analyzed the spatial layout and functionality of existing shops and interviewed customers and experts about the difference between hair salon M and existing shops. Results - Our results found clues to the positive effect of spatial layout and functionality among servicescape factors on perceived service quality at the salon. The shop showed a fast payback of the principal investment, growth potential in contrast to competitors near the salon, and 45 percent returning customers. The problem with the spatial layout at existing shops was that customers were aware of the way other people were looking at them, since viewing angles overlapped, therefore there was a limitation to the relationship intensity with an exclusive hair designer. In contrast, the layout of the stands at the M salon kept the number of dressing stands limited to maximize the customer's emotional response. Additionally, because of the new layout of dressing stands hiding other customer voices and appearance in the salon, customers perceived their service space as independent. Therefore, they did not have to focus on their personal emotional response, which was one of the advantages of the new layout. Conclusions - This study conducted case study analysis by offering a new perspective focusing on spatial layout, previously not considered as an independent variable of quality evaluations and customer satisfaction in existing literature on hair salon management. Therefore, this study contributes to the field by offering an opportunity to discover the causal relationships between the overlooked physical environment and a customer's perceived quality. However, a process objectifying the results of the study through empirical analysis and hypotheses is needed to overcome the limitations of the case study approach and generalize the results. Moreover, it would be beneficial to conduct further empirical study of the relationship between the spatial layout provided in the case and a customer's emotional response and change in mood. In addition, an analysis is needed regarding how customers feel about the factors using the Kano Model. These suggestions would be considered in further study.

• Culinary science and hospitality research
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• v.16 no.5
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• pp.164-177
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• 2010

This study examines die causal relationships among motivation to eat out, servicescape, customer satisfaction and repurchase intention in Seoul metropolitan area by conducting a survey to herbal food restaurant customers from January 20, 2010 to February 26, 2010. A total of 600 copies were distributed, and 522 copies were collected. Among them, except for 29 copies which were inadequate for analysis, 493 copies were analyzed by a factor analysis and reliability analysis using SPSS 12.0, and die research hypotheses were verified with a canonical correlation analysis and regression analysis. The results are as follows. First, there are relatively high correlations between such motivation for herbal food as the prevention of diseases, eco-friendly food, recipes, food calories and servicescape of functionality, safety, cleanliness, and accessibility. Second, die result of the multiple regression analysis between servicescape of herbal food and customer satisfaction shows that safety, cleanliness, and accessibility have significant effects on customer satisfaction. Third, customer satisfaction with herbal food has a positive effect on repurchase intention. Accordingly, useful suggestions are provided on the basis of these results.