Foreign travelers' satisfaction with traditional Korean restaurants

International Journal of Hospitality Management

Volumn 30, Issue 4, 2011, Pages 982-989

  Nam, Jang Hyeon ^a   Lee, Timothy Jeonglyeol ^b  

^a Kyungnam University   (South Korea)

^b UNIVERSITY OF QUEENSLAND   (Australia)

Author keywords

Customer satisfaction; Expectation; Korean restaurants; Service quality; Value for money

Indexed keywords

EID: 79958795231     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2011.02.006     Document Type: Article

References (77)

1. Aaker D.A., Jacobson R. The financial information content of perceived quality. Journal of Marketing Research 1994, 31(2):191-201.
2. Al-Sabbahy H.Z., Ekinci Y., Riley M. An investigation of perceived value dimensions: implications for hospitality research. Journal of Travel Research 2004, 42(3):226-234.
3. Anderson J.C., Jain D.C., Chintagunta P.K. Customer value assessment in business markets: a state-of-practice study. Journal of Business-to-Business Marketing 1993, 1(1):3-29.
4. Bailey R., Tian R.G. Cultural understanding and consumer behavior: a case study of southern American perception of Indian food. Journal of American Academy of Business 2002, 2(1):58-65.
5. Bartlett M.S. A note on the multiplying factors for various Chi square approximations. Journal of the Royal Statistical Society 1954, 16(B):296-298.
6. Bell D., Valentine G. Geographies: We Are What We Eat 1997, Routledge, London.
7. Bessiere J. Local development and heritage: traditional food and cuisine as tourist attractions in rural areas. Sociologia Ruralis 1998, 38(1):21-34.
8. Black J.S., Gregersen H.B. Expectations, satisfaction, and intention to leave of American expatriate managers in Japan. International Journal of Intercultural Relations 1990, 14(4):485-506.
9. Brady M.K., Cronin J.J. Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing 2001, 65(3):34-39.
10. Carmen J.M. Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing 1990, 66(1):33-55.
11. Chadee D., Mattsson J. An empirical assessment of customer satisfaction in tourism. The Service Industries Journal 1996, 16(3):305-320.
12. Che D. Select Michigan: local food production, food safety, culinary heritage, and branding in Michigan agritourism. Tourism Review International 2006, 9(4):349-363.
13. Cronin J.J., Brady M.K., Hult G.T. Assessing the effects of quality, value, customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing 2000, 76(2):193-218.
14. Cronin J.J., Taylor S.A. Measuring service quality: a reexamination and extension. Journal of Marketing 1992, 56(3):55-68.
15. Dabholkar P.A., Shepherd C.D., Thorpe D.I. A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing 2000, 76(2):139-173.
16. Du Rand G.E., Heath E., Alberts N. The role of local and regional food in destination marketing: a South African situation analysis. Journal of Travel and Tourism Marketing 2003, 14(3/4):97-112.
17. Eggert A., Ulaga W. Customer perceived value: a substitute for satisfaction in business markets?. Journal of Business and Industrial Marketing 2002, 17(2/3):107-118.
18. Ekinci Y., Dawes P., Massey G. A model of consumer satisfaction for services. European Journal of Marketing 2008, 42(1):35-68.
19. Ekinci Y., Riley M., Fife-Schaw C. Which school of thought? The dimensions of resort hotel quality. International Journal of Contemporary Hospitality Management 1998, 10(2/3):63-67.
20. Frochot I. An analysis of regional positioning and its associated food images in French tourism regional brochures. Journal of Travel and Tourism Marketing 2003, 14(3/4):77-96.
21. Giese J.L., Cote J.A. Defining customer satisfaction. Academy of Marketing Science Review 2000, 1(1):1-34.
22. Grewal D., Krishnan R., Baker J. The effects of store name, brand name and price discounts on consumers' evaluations and purchase intentions. Journal of Retailing 1998, 74(3):331-352.
23. Gronroos C A service quality model and its marketing implications. European Journal of Marketing 1984, 18(4):36-44.
24. Hashimoto A., Telfer D.J. Selling Canadian culinary tourism: branding the global and the regional product. Tourism Geographies 2006, 8(1):31-55.
25. Hegarty J.A., O'Mahoney G.B. Gastronomy: a phenomenon of cultural expressionism and an aesthetic for living. International Journal of Hospitality Management 2001, 20(1):3-13.
26. Henderson J.C. Food tourism reviewed. British Food Journal 2009, 111(4):317-326.
27. Heskett J.L., Thomas O.J., Gary W.L., Earl W.S., Leonard A.S. Putting the service-profit chain to work. Harvard Business Review 1994, 72(2):164-174.
28. Hjalanger A.M., Corigliano M.A. Food for tourists: determinants of an image. International Journal of Tourism Research 2000, 2(4):281-293.
29. Heung C.S., Wong M.Y., Qu H. A study of tourists' satisfaction and post-experience behavioral intentions in relation to airport restaurant services in the Hong Kong SAR. Journal of Travel and Tourism Marketing 2002, 12(2/3):111-135.
30. Hung Y.H., Huang M.L., Chen K.S. Service quality evaluation by service quality performance matrix. Total Quality Management 2003, 14(1):79-89.
31. Ilbery B., Kneafsey M. Constructions of quality in regional speciality food production: a case study from south west England. Journal of Rural Studies 2000, 16(2):217-230.
32. Jang S.C., Ha A., Silkes C.A. Perceived attitudes of Asian foods: from the perspective of the American customers. International Journal of Hospitality Management 2009, 28:63-70.
33. Jensen H.R. Antecedents and consequences of consumer value assessments: implications for marketing strategy and future research. Journal of Retailing and Consumer Services 2001, 8(6):299-310.
34. Josiam B.M., Monteiro P.A. Tandoori tastes: perceptions of Indian restaurants in America. International Journal of Contemporary Hospitality Management 2004, 16(1):18-26.
35. Kaiser H. An index of factorial simplicity. Psychometrika 1974, 39:31-36.
36. Kivela J., Crotts J.C. Tourism and gastronomy: gastronomy's influence on how tourists experience a destination. Journal of Hospitality and Tourism Research 2006, 30(3):354-377.
37. Korea Tourism Organization, 2009. (accessed 01.09.09). http://www.visitkorea.or.kr/.
38. Kotler P., Armstrong G., Saunders J., Wong V. Principles of Marketing 2002, Prentice Hall, Essex.
39. Lam S.Y., Shankar V., Erramilli M.K., Murthy B. Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the Academy of Marketing Science 2004, 22(3):293-311.
40. Lam T, Heung V.C.S. University foodservice in Hong Kong: a study of consumers' expectations and satisfaction levels. Journal of College and University Foodservice 1998, 3(4):3-12.
41. Lee C.K., Yoon Y.S., Lee S.K. Investigating the relationships among perceived value, satisfaction, and recommendations: the case of the Korean DMZ. Tourism Management 2007, 28(1):214-264.
42. Lee J., Graefe A.R., Burns R.C. Service quality, satisfaction, and behavioural intention among forest visitors. Journal of Travel and Tourism Marketing 2004, 17(1):73-82.
43. Lehtinen U, Lehtinen J.P. Two approaches to service quality dimensions. Service Industries Journal 1991, 11(3):287-303.
44. Long L.M. Culinary Tourism 2004, The University Press of Kentucky, Lexington, KY.
45. Madanoglu M. Validating restaurant service quality dimensions. Journal of Foodservice Business Research 2004, 7(4):127-147.
46. McDougall G., Levesque T. Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing 2000, 14(5):282-410.
47. Meler M., Cerovic Z. Food marketing in the function of tourist product development. Bristish Food Journal 2003, 105(3):175-192.
48. Mels G., Boshoff C., Nel D. The dimensions of service quality: the original European perspective revisited. Service Industry Journal 1997, 17(1):174-189.
49. Monroe K.B. Pricing: Marketing Profitable Decisions 1990, McGraw-Hill, New York.
50. Nield K., Kozak M., LeGrys G. The role of food service in tourist satisfaction. International Journal of Hospitality Management 2000, 19(4):375-384.
51. Oliver R.L. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 1980, 17(4):460-469.
52. Oliver R.L. Measurement and evaluation of satisfaction process in retail settings. Journal of Retailing 1981, 57(3):25-48.
53. Oliver R.L. Whence consumer loyalty?. Journal of Marketing 1999, 63(Special Issue):33-44.
54. Olsen S.O. Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the Academy of Marketing Science 2002, 30(3):240-249.
55. Palmer A. Principles of Services Marketing 2005, McGraw-Hill, London.
56. Parasuraman A., Zeithaml V.A., Berry L.L. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 1988, 64(1):12-40.
57. Parasuraman A., Zeithaml V.A., Berry L.L. Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing 1994, 70(3):193-199.
58. Patterson P.G., Spreng R.A. Modelling the relationship between perceived value, satisfaction and purchase intentions in a business-to-business. International Journal of Service Industry Management 1997, 8(5):414-434.
59. Pendergast D. Tourist gut reactions: food safety and hygiene issues. Tourism in Turbulent Times: Towards Safe Experiences for Visitors 2006, 143-154. Elsevier, Amsterdam. J. Wilks, D. Pendergast, P. Leggat (Eds.).
60. Peter J.P., Olson J.C., Grunert K.G. Consumer Behaviour and Marketing Strategy 1999, McGraw-Hill, Berkshire.
61. Quan S., Wang N. Towards a structural model of the tourist experience: an illustration from food experiences in tourism. Tourism Management 2004, 25(3):297-305.
62. Reichheld F.F., Sasser E.W. Zero defections: quality comes to service. Harvard Business Review 1990, 68(5):105-116.
63. Remmington M., Yuksel A. Tourist satisfaction and food service experience: results of an empirical investigation. Anatolia 1998, 9(1):37-57.
64. Rogers H.P., Peyton R.M., Berl R.L. Measurement and evaluation of satisfaction processes in a dyadic. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 1992, 5:12-23.
65. Soderlund M., Ohman N. Assessing behavior before it becomes behavior: an examination of the role of intentions as a link between satisfaction and repatronizing behavior. International Journal of Service Industry Management 2005, 16(2):169-185.
66. Spang R.L. All the world's a restaurant: on the global gastronomics of tourism and travel. Food in Global History 1999, 79-91. Westview Press, Boulder, CO. R. Grew (Ed.).
67. Spreng R.A., Mackoy R.D. An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing 1996, 72(2):201-214.
68. Tikkanen I. Maslow's hierarchy and food tourism in Finland: five cases. British Food Journal 2007, 109(9):721-734.
69. Ulaga W., Chacour S. Measuring customer-perceived value in business markets: a prerequisite for marketing strategy development and implementation. Industrial Marketing Management 2001, 30(6):525-540.
70. Urry J. The Tourist Gaze: Leisure and Travel in Contemporary Societies 1990, Sage, London.
71. Woodland M., Acott T.G. Sustainability and local tourism branding in England's South Downs. Journal of Sustainable Tourism 2007, 15(6):715-734.
72. Woodruff R.B., Cadotte E.R., Jenkins R.L. Modeling customer satisfaction process using experience-based norms. Journal of Marketing 1983, 20:296-304.
73. Yang Z., Peterson R.T. Customer perceived value, satisfaction, and loyalty: the role of switching costs. Psychology and Marketing 2004, 21(10):799-822.
74. Yi Y. A critical review of customer satisfaction. Review of Marketing 1990, 68-123. American Marketing Association, Chicago. V.A. Zeithaml (Ed.).
75. Yoon T.H., Ekinci Y. An examination of the SERVQUAL dimensions using the Guttman scaling procedure. Journal of Hospitality and Tourism Research 2003, 27(1):3-23.
76. Yuksel A., Yuksel F. Measurement of tourist satisfaction with restaurant service: a segment-based approach. Journal of Vacation Marketing 2002, 9(1):52-68.
77. Zeithaml V.A., Bitner M.J. Service Marketing 1996, McGraw-Hill, Singapore.