Earticle

초록

영어

The purposes of this study have two folds. First, this research extended the findings on the validity of DINESCAPE scale to a South Korean sample. Second, this study try to find the role of employee factor in its relationship with customer emotions and behavioral intentions. Data were collected from a sample of 250 South Korean through Web survey. The results were as follows. Regarding the first purpose of this study, after conducting the factorial analysis with DINESCAPE scale by comparing three models, the original six factor model showed a better fit comparing with two competing models. This finding clearly suggest that, in general, DINESCAPE scale can be generalized to at least one Asian country, South Korea. The general structure of the DINESCAPE measure was duplicated in South Korea with the same six constructs emerging. Regarding the second purpose of this study, emotional labor by employees was found to be an important factor in predicting both customers‘ emotions and behavioral intentions. Specifically, after controlling the DINESCAPE effects on dependent measures, employees' emotional labor can explain the additional variance of dependent measures. Furthermore, after examining the mediating role of customers' emotion between antecedents (DINESCAPE, emotional labor) and revisiting intentions, customers' emotion was partially mediated in all hypothesized models. Clearly, further work needs to be done to understand the role of emotions in hospitality service settings. Future research is also needed to enhance our understanding of service quality and its role in predicting customers' behavioral intentions.

목차

Abstract
 I. 서론
 II. 이론적 배경
  1. 레스토랑의 내부 물리적 환경
  2. 서비스 상황에서의 정서
 III. 연구 설계
  1. 연구가설
  2. 조사 설계
  3. 조사방법 및 분석방법
 IV. 연구결과
  1. 조사대상의 일반적 특성
  2. 측정변수들의 신뢰도 및 타당도
  3. 물리적 환경과 지각된 정서노동이 고객의 정서상태와 만족도에 미치는 효과 검증
  4. 정서상태의 매개효과 검증
  5. 전체 연구모형 검증
  6. 가설검증의 결과
 V. 결론
  1. 연구결과
  2. 연구의 시사점 및 제언
 Ⅵ. 문헌

키워드

저자

• 류무희 [ Moo-Hee Ryu | 한양여자대학교 식품영양계열 겸임교수 ] Corresponding author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  식공간연구 [JOURNAL OF THE TABLE & FOOD COORDINATE]

• 간기

  반년간

• pISSN

  1976-3182

• 수록기간

  2006~2012

• 등재여부

  KCI 등재후보

• 십진분류

  KDC 594 DDC 641