외식 소비자의 팁핑 의도와 IPA를 이용한 인적 서비스 품질속성 가치 연구 (A Research on the Value of Personal Service Quality Attributes by Using IPA and Consumers’ Intentions for Tipping in the Foodservice)

서지정보

· 발행기관 : 한국관광진흥학회
· 수록지 정보 : 관광진흥연구 / 7권 / 1호 / 1 ~ 23페이지
· 저자명 : 김철원

초록

This study was performed to investigate the feasibility of tipping policy for reducing labor cost and increasing service quality into the personal service in foodservice industry. Concerns of tipping policy, tipping experiences, revisiting intention for dining out places and tipping willingness were analyzed to find out their relationships. Most of people were satisfied with table service and they also showed that tipping policy will make the personal service better and on the other hand the additional costs will be negative. People with more positive about tipping policy and people with tipping experiences showed relatively higher intention for revisiting the dining out places, but showed negative intention for tipping. Intention for revisiting and tipping had significantly relationship even though they were at the slightly low level.‘Sympathy’of personal service quality attributes had positively affected the intention of both revisiting and tipping. By using IPA, some of quality attributes in personal service were categorized in A group. Consequently, ‘sympathy’and‘IPA-group A’quality attributes in personal service should be differentiated to be more competitive and specialized in terms of‘decreasing costs’ and‘increasing quality’in foodservice industry.

영어초록

This study was performed to investigate the feasibility of tipping policy for reducing labor cost and increasing service quality into the personal service in foodservice industry. Concerns of tipping policy, tipping experiences, revisiting intention for dining out places and tipping willingness were analyzed to find out their relationships. Most of people were satisfied with table service and they also showed that tipping policy will make the personal service better and on the other hand the additional costs will be negative. People with more positive about tipping policy and people with tipping experiences showed relatively higher intention for revisiting the dining out places, but showed negative intention for tipping. Intention for revisiting and tipping had significantly relationship even though they were at the slightly low level.‘Sympathy’of personal service quality attributes had positively affected the intention of both revisiting and tipping. By using IPA, some of quality attributes in personal service were categorized in A group. Consequently, ‘sympathy’and‘IPA-group A’quality attributes in personal service should be differentiated to be more competitive and specialized in terms of‘decreasing costs’ and‘increasing quality’in foodservice industry.

참고자료

· 없음