최소 단어 이상 선택하여야 합니다.
최대 10 단어까지만 선택 가능합니다.
다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
NTIS 바로가기韓國食生活文化學會誌 = Journal of the Korean Society of Food Culture, v.31 no.2, 2016년, pp.149 - 160
This study utilized importance and performance analysis (IPA) in order to improve and plan tangible (menu) and intangible (service) products at dumpling shops. Menu attributes for tangible products were classified into sensory factor, health factor, hygiene factor, and external factor. Attributes fo...
* AI 자동 식별 결과로 적합하지 않은 문장이 있을 수 있으니, 이용에 유의하시기 바랍니다.
핵심어 | 질문 | 논문에서 추출한 답변 |
---|---|---|
외식상품 기획 시 고려되어야 할 점은? | 또한 유형적 상품인 메뉴는 거래와 동시에 소유 권이 생산자에서 소비자로 즉시 이동되고 서비스는 메뉴와 함께 소비자에게 수시로 제공되는 특징이 있다. 그러므로 외식상품 기획 시에는 고객의 소리를 통해 상품의 유무형성이 모두 고려되어야 하며 향후 상품 기획, 생산, 제공에 적용하는 것이 바람직하다(Lovelock & Gummesson 2004). | |
외식업이란? | 외식업은 제조업과 법률, 교육, 의료 등의 서비스업과 달리 가시적으로 보이는 유형적 상품인 메뉴와 종사원들의 서비스, 인테리어, 분위기 등 물리적 환경 요소 즉 무형적 상품인 서비스를 통합적으로 판매하는 독특한 상품 구조를 가진 산업이다(Lee & Yoon 2006; Kim et al. 2008; Yi & Lee 2014). | |
무형적 상품의 속성의 중요도와 성취도간의 차이가 큰 것으로 조사된 이유는? | 2012)와 대형 푸드 코드 이용 고객들의 서비스 인카운터 중요도-성취도 연구(Yoon 2008)에서도 본 연구와 같이 속성의 중요도와 성취도간에 차이가 큰 것으로 조사되었다. 이는 외식 서비스의 경우 제공자와 고객 간의 인적 상호작용 많고, 속성 평가 역시 고객에 따라 주관적이며 즉각적으로 이루어지기 때문에 중요도-성취도 간의 차이가 크게 조사된 것으로 생각된다. 더욱이 무형적 상품인 서비스의 경우 무형성, 이질성, 비분리성, 소멸성 등과 같은 서비스 고유의 특성으로 객관적인 평가가 어렵고 다양한 상황 변수, 사전 지식 정도, 경험 등에 영향을 많이 받기 때문에 외식 경영자들은 반드시 서비스 매뉴얼을 통해 소비자들에게 지속적이고 일관된 서비스를 제공해야 하겠다. |
Ahn SS, Park YO, Kang BH. 2011. A study on the effect of service quality on attitudinal and behavioral loyalty by different types of restaurants. Korean J. Culin. Res., 17(1):26-43
Albayrak T, Caber M, Aksoy S. 2010, Relationships of the tangible and intangible elements of tourism products with overall customer satisfaction. IInt. J. Trade, Econ. & Finance, 1(2):40-143
Beldona S, Cobanoglu C. 2007. Importance-performance analysis of guest technologies in the lodging industry. The Cornell H.R.A Quarterly, 48:299-312
Bok HJ. 2008. The a literary investigation on Mandu (Dumpling) types and cooking methods of Mandu (Dumpling) during the Joseon Era (1400's-1900's). J. Korean Soc. Food Cult., 23(2):273-292
Carmines E, Zelter R. 1979. Reliability and validity assessment. quantitative applications in the social sciences series 17. Sage university papers, Newbury Park, CA
Chu RKS, Choi T. 2000. An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: A comparison of business and leisure travellers. Tour. Manag., 21:363-377
Dwyer L, Mellor R, Mistilis N, Mules T. 2000. A framework for assessing itangiblei and iintangiblei impacts of events and conventions. Event Manag., 6(3):175-189
Duke CR, Persia MA. 1996. Performance-importance analysis of escorted tour evaluations. J. Travel & Tour. Mark., 5:207-223
Ennew CT, Reed GV, Binks MR. 1993. Importance-performance analysis and the measurement of service quality. Eur. J. Mark., 27(2):59-70
Gilmore SA, Brown NE, Dana JT. 1998. A food quality model for school foodservice. J. Child Nutr & Manag., 2(1):32-40
Gregoire MB, Spears MC. 2009. Foodservice organizations:managerial and systems approach. 7th ed. Prentice Hall, Upper Saddle River, NJ, USA, pp 45-70
Hammitt WE, Bixler RD, Noe FP. 1996. Going beyond important performance analysis to analyze the observance-influence of park impact. J. Park & Recreat. Adm., 14(1):45-62
Hsu HH, Lin CF, Liu YD. 2011. Determining improvement priorities of public leisure facilities by revised Importance-Performance Analysis. Int. J. Serv. & Oper. Manag., 8(4):471-486
Jeong YJ, Hwang JY, Choi SS, 2012, A study on the selective behavior of dining out menu according to lifestyle, personal value of Japanese consumers-focused on Busan area. J. Tour. Manag. Res., 16(2):231-250
Joung HW. Lee DS, Kim HS, Ahn J, Huffman L. 2014. Evaluation of the on-campus dining services using importance-performance analysis. J. Foodserv. Bus. Res., 17(2):136-146
Joseph M, Allbright D, Stone G, Sekhon Y, Tinson J. 2005. Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies. In. J. Financal Serv. Manag., 1(1):66-88
Jung HS, Yoon HH. 2008. An empirical study of corporate social responsibility in foodservice corporation using an importance-performance analysis. J. Foodserv. Manag., 11(3):171-191
Kahn MA. 1993. Menus and menu planning in mahmood. Encyclopedia of Hospitality and Tourism, Van Nostrand Reinhold Publishing Co., Chapter 11:88-102
Kang YS, Park HJ, Jung JW. 2011. A study on the effects of the selection attributes of Korean restaurant menu on customer satisfaction and revisit intention. Korean J. Cul. Res., 17(2):1-17
Kim JH. 2013. A study on the importance and performance for factors that diners use to select restaurants. Korean J. Tour. Res., 28(1):173-188
Kim KJ, Park KY, Park KY. 2012. The effects of importance and performance of coffee shop selection attribution on customer satisfaction. J. Foodserv. Manag., 15(4):277-295
Kim MJ, Ahn TK, Kim SR. 2012. A study on the perception differences of mobile contents in restaurant industry, applying IPA analysis. Int. J. Tour. Hosp. Res., 26(6):287-300
Kim MH. 2005. Quality assessment of Korean restaurant cuisine. J. Foodserv. Manag., 8(2):173-192
Kim SS, Lee HS, Lee SB. 2008. Effect of quality of five-star hotel restaurant menu on intention of revisit-Focused on Western Restaurants-. Hotel Manag. Res.,17(6):101-118
Kitcharoen K. 2004. The importance-performance analysis of service quality in administrative departments of private universities in Thailand. ABAC J., 24:20-46
Kwon DK. 2011. The study on the plan of improving the service quality in the food industry by the IPA matrix. Korean J.Tour. Res., 26(1):1-31
Lee BS, Ryoo KM. 2011. A study at menu quality selection factors and re-buying intention in the food service industry. Int. J. Tour. Hosp. Res., 25(3):335-348
Lee CK, Kwan YL. 2001. A study of selective attributes to influence the customer satisfaction and revisit of the restaurant. J. Hosp. Tour. Stud., 7:83-113
Lee HR, Seo YM. 2013. Importance performance analysis of wine specific restaurant's servicescape, customer satisfaction and revisit factors. J. Foodserv. Manag., 16(4):161-184
Lee JJ, Yoon TH. 2006. The influence of tangible clues on customer's perceived risk and satisfaction at family restaurants (focused on university students in Seoul). Korean J. Food Cook. Sci., 22(3):355-362
Lee SH, Oh SY. 2012. The selective attributes for the foreign chain family restaurant in Korea. Foodserv. Ind. J., 1(1):115-134
Lee SJ, Cranage DA. 2007, The relative importance of menu attributes at point of menu selection through conjoint analysis: focused on adolescents. J. Foodserv. Bus. Res., 10(2):3-18
Lee SJ, Jung HY. 2010. Identification of quality attributes of university foodservice and factors required for the improvement of customer satisfaction: A case study using IPA model. J. Korean Dietet. Assoc., 16(3):208-225
Liu YH, Jang SC. 2009. Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?. Int. J. Hosp. Manag., 28(3):338-348
Lovelock C, Gummesson E. 2004. Whither service marketing? In search of a mew paradigm and fresh perspectives. J. Serv. Res., 7(1):20-41
Martilla JA, James JC. 1977. Importance-performance analysis. J. Mark., 41(1):77-79
Metters RD, Metters KH, Pullman M, Walton S. 2006. Successful service operations management, 2e. Thomson, South western, pp 1-12
Monar PJ. 1995. A model for overall description of food quality. Food Qual. Prefer., 6(2):32-45
Morgan MS. 1993. Benefit Dimension of Midscale Restaurant Chains. The Cornell H.R.A Quarterly, 34(2):40-45
Mourkani GS, Shohoodi M. 2013. Quality assurance in higher education: combining internal evaluation and importanceperformance analysis models. Middle-East J. Sci. Res., 15(5):643-651
Na JK. 2004. A new approach for menu development. J. Foodserv. Manag., 7(1):139-133
OiNeill MA, Palmer A. 2004. Importance-performance analysis:a useful tool for directing continuous quality improvement in higher education. Qual. Assur. Educ., 12(1):39-52
Ophuis AM, Trijp HC. 1995. Perceived quality: A market driven and consumer oriented approach. Food Qual. Prefer., 6(1):108-120
Parasuraman A, Zeithaml VA, Berry LL. 1985. A Conceptual Model of Service Quality and Its Implications for Future Research. J. Mark., 49:41-50.
Parasuraman A, Zeithaml VA, Berry LL. 1988. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J. Retail., 64(1):12-40
Ryu JS, Park YO. 2006. Importance analysis of selection attribute assessment for airline-A case of domestic airline. Tour. Res., 20:157-171
Sohn IN, Lee SH. 2014. The effects of seafood restaurant's physical environment on service quality, satisfaction and revisit. Int. J. Foodserv. Manag., 17(2):75-98
Sohn JM, Kim HS. 2014. A study on the foodservice quality of Japanese restaurants using the importance-performance analysis (IPA). Korean J. Culin. Res., 20(2):199-213
Sonj B, Orda AP, Mumel D. 2004. The relationships among perceived quality, perceived risk and perceived product value. J. Prod. Brand Manag., 13(23):156-167
Stevens P, Knutson B, Patton M. 1995. DINESERV: A tool for measuring service quality in restaurant. The Cornell H.R.A Quarterly, 36(2):56-60
Tan KC, Pawitra TA. 2001. Integrating SERVQUAL and Kano's model into QFD for service excellence development. Manag. Serv. Qual., 11(6):418-430
Woo MH. 2010. An evaluation on the effect of service quality of food products on tourist satisfaction. Korean J. Culin. Res., 16(2):258-269
Yi YJ, Lee CL. 2014. Recent research on service marketing; a critical review and future priorities. J. Korean Mark. Assoc., 29:121-166
Yi YJ. 2007. Service Marketing 3rd. Hakhyunsa, Korea, pp 15-18
Yoon HR. 2008. A study on customer service encounters at a large food court customer using importance performance analysis. Korean J. Food & Nutr., 21(1):97-105
Zeithaml VA, Bitner MJ, Gremler DD. 2013. Service marketing 6e. McGRAW. HILL Education, New York, USA, pp 3-5
*원문 PDF 파일 및 링크정보가 존재하지 않을 경우 KISTI DDS 시스템에서 제공하는 원문복사서비스를 사용할 수 있습니다.
Free Access. 출판사/학술단체 등이 허락한 무료 공개 사이트를 통해 자유로운 이용이 가능한 논문
※ AI-Helper는 부적절한 답변을 할 수 있습니다.