Earticle

초록

영어

“Service quality” is a key factor for restaurants to gain a competitive edge in today's competitive market environment. In the past, scholars proposed the PZB gap model based on the perspective of consumers, and developed the SERVQUAL scale based on it. However, two important issues remain to be resolved:1. In the context of “economic downturn”, how to optimize service items to improve the service quality of restaurants under limited resources; 2. How to investigate the perception differences between restaurant stakeholders and customers, and use them to alert the quality of restaurant services. Based on this, this study is based on the DINESERV scale and combined with the KANO model to provide a service quality early warning mechanism for restaurant operators, so as to improve customer satisfaction and ultimately enhance the market competitiveness of enterprises.

목차

Abstract
Introduction
Literature Review
SERVSQUAL and PZB Gap Model
DINESERV Scale
KANO Model
The Process of Service Quality Early Warning Mechanism
Empirical Analysis
The Background of Empirical Case
The Result of Analysis
Discussion
Conclusion
References

저자

• Shiyu Zhao [ School of Economic and management, Sanming University ]
• Yan Liang [ School of Economic and management, Sanming University ]
• Bao Zhang [ School of Economic and management, Sanming University ]
• Shan-Lin Huang [ School of Economic and management, Sanming University/Graduate Institute of Sport, Leisure and Hospitality Management, National Taiwan Normal University, Taiwan ]

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