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NTIS 바로가기Culinary science & hospitality research = 한국조리학회지, v.21 no.6 = no.75, 2015년, pp.14 - 27
권기완 (서영대학교 호텔조리학부) , 우성근 (세경대학교 호텔카지노경영학과)
This study aims to analyze the influence of bakery cafes servicescape on customer satisfaction and revisit intention, and to verify the mediating effect of customer satisfaction on the relationship between servicescape and revisit intention. This study targeted 10 bakery cafes located in Seoul, and ...
핵심어 | 질문 | 논문에서 추출한 답변 |
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많은 기업들의 베이커리 사업 진출로 인하여 경쟁력 확보를 위한 신규 사업 방안으로 무엇이 주목 받고 있는가? | 신규 사업 방안으로 베이커리카페가 주목을 받고 있으며, 베이커리카페는 기존의 베이커리 전문점과 커피 전문점의 장점들을 복합적으로 운영하는 공간 형태를 말하는 것으로(Kim KH et al 2014) 베이커리를 직접 제조할 수 있는 시설과 인력을 갖추고, 커피와 다양한 음료를 갖춘 형태의 매장을 베이커리카페라고 한다(Woo IS et al 2012). 이러한 베이커리카페는 여성들을 중심으로 디저트를 즐기는 문화가 이루어지면서 기존의 베이커리 기업은 물론 백화점, 호텔까지 베이커리카페 사업에 진출하는 등 시장이 급부상하고 있다(이경화 2014). | |
서비스스케이프란 무엇인가? | 외식기업은 무형의 상품을 제공하고 있으며, 이는 판매하는 음료와 식품, 직원의 서비스 그리고 제공되는 서비스 공간인 서비스스케이프로 이루어진다(Lee HR․Seo YM 2013). 서비스스케이프(Servicescape)는 합성용어로 서비스(Service)와 경치(Scape)가 결합되어 만들어진 단어이며, 인간이 특정한 목적으로 만든 통제 가능한 인위적인 물리적 환경을 말한다(Bitner MJ 1992; Choi CG 2003; Ko BS․Lee SJ 2012; Byun GI et al 2014). | |
물리적 환경은 무엇으로 구분할 수 있는가? | 물리적 환경은 공조환경, 공간 레이아웃, 상징물로 구분할 수 있으며, 공조환경은 색, 조명, 온도, 소음, 음악, 향기와 같은 요소 등이 포함되고, 공간레이아웃은 건물의 디자인과 가구배치, 서비스 동선으로 고객이 이용하는데 안락함을 제공하는 것들이 포함된다고 하였다(Bitner MJ 1992; Cho WJ 2004; Lin IY 2004; Jung YW․Song BH 2006). |
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