首页 | 本学科首页   官方微博 | 高级检索  
     


Relative importance and combined effects of attributes on customer satisfaction
Authors:Ziqiong Zhang  Zili Zhang  Rob Law
Affiliation:1. School of Management, Harbin Institute of Technology, Harbin, People's Republic of Chinaziqiong@hit.edu.cn;3. School of Management, Harbin Institute of Technology, Harbin, People's Republic of China;4. School of Hotel and Tourism Management, Hong Kong Polytechnic University, Kowloon, Hong Kong
Abstract:Customer satisfaction with a service experience is often determined by several critical attributes. Prior studies have suggested that food, physical environment, and employee service impose an important effect on diners' satisfaction with restaurant services. Although much research has looked at the direct effect of these attributes individually, little is known about them when they are considered together. This study investigates the relative importance and combined effects of the determinants of customer satisfaction in China's hospitality industry. The results show that food taste, employee service, and physical environment (in that order) all significantly contribute to diners' satisfaction, and that one attribute may substitute for another attribute in the satisfaction formation process. Generally, humanic attributes (employee service) can effectively substitute for less humanic attributes (physical environment).
Keywords:service attributes  employee service  physical environment  customer satisfaction
设为首页 | 免责声明 | 关于勤云 | 加入收藏

Copyright©北京勤云科技发展有限公司  京ICP备09084417号