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Abstract ▼ AI-Helper

Customers demand greater service conveniences. We categorized service conveniences as four dimensions (i.e., decision, access, transaction, benefit). This study has two objectives. (1) To examine how these four service conveniences affect service value and service trust. (2) To examine how service...

Customers demand greater service conveniences. We categorized service conveniences as four dimensions (i.e., decision, access, transaction, benefit). This study has two objectives. (1) To examine how these four service conveniences affect service value and service trust. (2) To examine how service value and service trust affect customer satisfaction. The results indicate that access and benefit conveniences affect service value. Decision, access, and benefit convenience affect service trust. Service value and service trust also affect satisfaction. We describe the empirical results and managerial implications based on restaurant services.

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