The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality
The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality
复制标题
DOI：
10.1177/0010880406297246
复制
发表时间：
2007-02
期刊：
影响因子：
--
通讯作者：
E. Wall;L. Berry
中科院分区：
文献类型：
--
作者：
E. Wall;L. Berry
在餐桌服务餐厅用餐是一种多层次的体验，至少涉及三种类型的线索。虽然食品质量是基本的，但氛围和服务表现极大地影响了顾客对特定餐厅的评价。食客使用以下类型的线索来判断餐厅体验： 功能性——食品和服务的技术质量；机械——氛围和其他设计和技术元素；人文——员工的表现、行为和外表。虽然顾客对机械线索的感知与他们对服务的期望呈正相关，但人性线索主导了机械线索的影响。理想情况下，管理者应该协调人文和机械线索，以传递一致的服务信息。
Dining in a table-service restaurant is a multilayered experience that involves at least three types of clues. Although food quality is basic, the ambience and service performance greatly influence a customer’s evaluation of a particular establishment. Diners use the following types of clues to judge a restaurant experience: functional—the technical quality of the food and service; mechanic—the ambience and other design and technical elements; and humanic—the performance, behavior, and appearance of the employees. While customers’ perceptions of mechanic clues are positively related to their expectations of the service, humanic clues dominate the influence of mechanic clues. Ideally, managers should orchestrate both humanic and mechanic clues to deliver a consistent service message.