Developing an Instrument to Measure Restaurant Over-service Behaviors
| Autor: | Yi-Ting Peng, 彭乙庭 |
|---|---|
| Rok vydání: | 2014 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 102 “Over-service” means that the service exceeds customers’ expectations, but generates negative perceptions among customers. In the past, most studies on over-service used a qualitative method to comprehend the behaviors and phenomenon of over-service. From these studies, we also found that over-service had become a common phenomenon in the food service industry. In order to substantially measure over-service, concretize the phenomenon with objective data, and help restaurant owners to increase customer satisfaction by serving their customers appropriately, it is necessary to construct a scale of over-service. Therefore, this study aims to develop a measurement scale for restaurant over-service. The population of this study was customers who had dined in Taiwanese Gourmet restaurants, namely, Taipei, Taichung, and Kaohsiung. Quota sampling method was employed and questionnaires were distributed based on proportion to Gourmet Taiwan restaurants. 354 valid samples were accumulated and we conducted principal component analysis to purify the data and a set of 19 items were survived. As a result, five over-service dimensions were extracted as following: keeping a close eye; talking someone''s ear off; deciding for the customer; drawing undesired attention and flattering. The results help to validate the scale in future studies, and it can be employed by restaurant managers to identify services that are regarded as excessive and may cause customers to have a negative experience and refuse to return. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|