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| Author: | Wall, E.A. Berry, L.L. |
| Title: | The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2007 : FEB, VOL. 48:1, p. 59-69 |
| Index terms: | restaurants service quality individual behaviour employees customers consumer behaviour |
| Language: | eng |
| Abstract: | Dining in a table-service restaurant is a multilayered experience involving at least three types of clues (here as: tp-of-cls - for 'clues' as: cls.). The following tp-of-cls. are used by diners to judge a restaurant experience: i. functional - the technical quality of the food and service, ii. mechanic - the ambience and other design and technical elements, iii. humanic - the performance, behaviour, and appearance of the employees. Whereas customers' perceptions of mechanic cls. are positively related to their expectations of the service, humanic cls. dominate the influence of mechanic ones. Ideally, managers should organize both humanic and mechanic cls. to deliver a consistent service message. |
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