초록

In this paper, we study caring for customer waiting time before seating for meal at restaurant affect customer's perceived waiting time and how they relate to service process quality and service technical quality. From the literature review, A research model consist of 4 factors, that were waiting service management, perceived waiting time, service process quality and service technical quality have tested empirically and data have been collected from 208 respondents using a questionnaire method. The following study results were revealed: First, caring for customer's waiting time before seating was related to customer's perceived waiting time. Second, customer's perceived waiting time was related positively to service process quality. Third, service process quality was related positively to service technical quality. At the end of this paper, managerial implications, discussions, and limitations and future research directions are discussed.

키워드

Waiting Service Management, Perceived Waiting Time, Evaluation of Service Quality

참고문헌(34)open

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