메뉴 건너뛰기




Volumn 16, Issue 3, 2013, Pages 276-297

Campus Foodservice Attributes and their Effects on Customer Satisfaction, Image, and Word-of-mouth

Author keywords

atmosphere; cleanliness; convenience; food quality; image; menu variety; price value; satisfaction; service quality; service speed; word of mouth communication

Indexed keywords


EID: 84881019574     PISSN: 15378020     EISSN: 15378039     Source Type: Journal    
DOI: 10.1080/15378020.2013.810534     Document Type: Article
Times cited : (29)

References (56)
  • 1
    • 84880975472 scopus 로고    scopus 로고
    • Alloy Media + Marketing, Retrieved from
    • Alloy Media + Marketing. (2010). Students consumer clout widens as college class prepares for return to campus. Retrieved from http://www.harrisinteractive.com/vault/Alloy-Media+Marketing-College-Explorer-Study-Jul72010.pdf (http://www.harrisinteractive.com/vault/Alloy-Media+Marketing-College-Explorer-Study-Jul72010.pdf)
    • (2010) Students consumer clout widens as college class prepares for return to campus
  • 2
    • 34548844450 scopus 로고    scopus 로고
    • Satisfaction with food services: Insights from a college cafeteria
    • Andaleeb, S. S. and Caskey, A. 2007. Satisfaction with food services: Insights from a college cafeteria. Journal of Foodservice Business Research, 10 (2): 51-65.
    • (2007) Journal of Foodservice Business Research , vol.10 , Issue.2 , pp. 51-65
    • Andaleeb, S.S.1    Caskey, A.2
  • 3
    • 33947578062 scopus 로고    scopus 로고
    • Customer satisfaction and word of mouth
    • Anderson, E. W. 1998. Customer satisfaction and word of mouth. Journal of Service Research, 1 (1): 5-17.
    • (1998) Journal of Service Research , vol.1 , Issue.1 , pp. 5-17
    • Anderson, E.W.1
  • 4
    • 77956326271 scopus 로고    scopus 로고
    • Clean restrooms: How important are they to restaurant customers?
    • Barber, N. and Scarcelli, J. M. 2009. Clean restrooms: How important are they to restaurant customers?. Journal of Foodservice, 20: 309-320.
    • (2009) Journal of Foodservice , vol.20 , pp. 309-320
    • Barber, N.1    Scarcelli, J.M.2
  • 5
    • 0023020183 scopus 로고
    • The moderator-mediator distinction in social psychological research: Conceptual, strategic, and statistical considerations
    • Baron, R. M. and Kenny, D. A. 1986. The moderator-mediator distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51: 1173-1182.
    • (1986) Journal of Personality and Social Psychology , vol.51 , pp. 1173-1182
    • Baron, R.M.1    Kenny, D.A.2
  • 8
    • 0001926055 scopus 로고
    • Servicescapes: The impact of physical surroundings on customer and employees
    • (April)
    • Bitner, M. J. 1992. Servicescapes: The impact of physical surroundings on customer and employees. Journal of Marketing, 56(April): 57-71.
    • (1992) Journal of Marketing , vol.56 , pp. 57-71
    • Bitner, M.J.1
  • 10
    • 84881021491 scopus 로고    scopus 로고
    • Attributes affecting purchase of residence hall meal plans by Pacific-Asian students at a land-grant institution
    • Chi, C. and Brown, N. 1996. Attributes affecting purchase of residence hall meal plans by Pacific-Asian students at a land-grant institution. Journal of the National Association of College & University Foodservices, 18: 27-41.
    • (1996) Journal of the National Association of College & University Foodservices , vol.18 , pp. 27-41
    • Chi, C.1    Brown, N.2
  • 11
    • 33846811475 scopus 로고    scopus 로고
    • The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective
    • Cretu, A. E. and Brodie, R. J. 2007. The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective. Industrial Marketing Management, 36 (2): 230-240.
    • (2007) Industrial Marketing Management , vol.36 , Issue.2 , pp. 230-240
    • Cretu, A.E.1    Brodie, R.J.2
  • 12
    • 0002643303 scopus 로고    scopus 로고
    • Internet financial benefits from service quality
    • Dabaher, P. and Rust, R. 1996. Internet financial benefits from service quality. Quality Management Journal, 3 (2): 63-75.
    • (1996) Quality Management Journal , vol.3 , Issue.2 , pp. 63-75
    • Dabaher, P.1    Rust, R.2
  • 13
    • 33746785535 scopus 로고    scopus 로고
    • A study of consumers' response to quick service restaurants' healthy menu items: Attitudes versus behaviors
    • DiPietro, R. B., Roseman, M. and Robert, A. 2004. A study of consumers' response to quick service restaurants' healthy menu items: Attitudes versus behaviors. Journal of Foodservice Business Research, 7 (4): 59-77.
    • (2004) Journal of Foodservice Business Research , vol.7 , Issue.4 , pp. 59-77
    • DiPietro, R.B.1    Roseman, M.2    Robert, A.3
  • 14
    • 84990330574 scopus 로고    scopus 로고
    • Do we really need multiple-item measures in service research?
    • Drolet, A. L. and Morrison, D. G. 2001. Do we really need multiple-item measures in service research?. Journal of Service Research, 3 (3): 196-204.
    • (2001) Journal of Service Research , vol.3 , Issue.3 , pp. 196-204
    • Drolet, A.L.1    Morrison, D.G.2
  • 17
    • 55549101704 scopus 로고    scopus 로고
    • Foodservice management and its impact on college operations: A business anthropological case study
    • Gramling, L., Byrd, R., Epps, L., Keith, D., Lick, R. and Tian, R. 2005. Foodservice management and its impact on college operations: A business anthropological case study. Foodservice Research International, 16: 15-43.
    • (2005) Foodservice Research International , vol.16 , pp. 15-43
    • Gramling, L.1    Byrd, R.2    Epps, L.3    Keith, D.4    Lick, R.5    Tian, R.6
  • 18
    • 84935413647 scopus 로고
    • Intrinsic/extrinsic measurement: I/E-revised and single-item scales
    • Gorsuch, R. L. and McPherson, S. E. 1989. Intrinsic/extrinsic measurement: I/E-revised and single-item scales. Journal for the Scientific Study of Religion, 28 (3): 348-354.
    • (1989) Journal for the Scientific Study of Religion , vol.28 , Issue.3 , pp. 348-354
    • Gorsuch, R.L.1    McPherson, S.E.2
  • 19
  • 20
    • 84986173603 scopus 로고    scopus 로고
    • Transaction-specific satisfaction and overall satisfaction: An empirical analysis
    • Jones, M. A. and Suh, J. 2000. Transaction-specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing, 14 (2): 147-159.
    • (2000) Journal of Services Marketing , vol.14 , Issue.2 , pp. 147-159
    • Jones, M.A.1    Suh, J.2
  • 22
    • 33746781275 scopus 로고    scopus 로고
    • Customers' satisfaction factors regarding university food court service
    • Kim, Y., Moreo, P. J. and Yeh, R. J. M. 2004. Customers' satisfaction factors regarding university food court service. Journal of Foodservice Business Research, 7 (4): 97-110.
    • (2004) Journal of Foodservice Business Research , vol.7 , Issue.4 , pp. 97-110
    • Kim, Y.1    Moreo, P.J.2    Yeh, R.J.M.3
  • 23
    • 55549105426 scopus 로고    scopus 로고
    • Influence of institutional DINSERV on customer satisfaction, return intention, and word-of-mouth
    • Kim, W., Ng, Y. and Kim, Y. 2009. Influence of institutional DINSERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28 (1): 10-17.
    • (2009) International Journal of Hospitality Management , vol.28 , Issue.1 , pp. 10-17
    • Kim, W.1    Ng, Y.2    Kim, Y.3
  • 25
    • 84966351068 scopus 로고    scopus 로고
    • High school students' satisfaction with foodservice quality is affected by foodservice management type
    • Kwon, S., Cha, M. and Kim, Y. 2005. High school students' satisfaction with foodservice quality is affected by foodservice management type. Journal of Food Science Nutrition, 10: 372-277.
    • (2005) Journal of Food Science Nutrition , vol.10 , pp. 277-372
    • Kwon, S.1    Cha, M.2    Kim, Y.3
  • 26
    • 79751526334 scopus 로고    scopus 로고
    • The effects of campus foodservice attributes on perceived value, satisfaction, and consumer attitude: A gender difference approach
    • Kwun, D. J. 2011. The effects of campus foodservice attributes on perceived value, satisfaction, and consumer attitude: A gender difference approach. International Journal of Hospitality Management, 30 (2): 252-261.
    • (2011) International Journal of Hospitality Management , vol.30 , Issue.2 , pp. 252-261
    • Kwun, D.J.1
  • 28
    • 2342420788 scopus 로고    scopus 로고
    • Evaluating a servicescape: The effect of cognition and emotion
    • Lin, I. Y. 2004. Evaluating a servicescape: The effect of cognition and emotion. International Journal of Hospitality Management, 23: 163-178.
    • (2004) International Journal of Hospitality Management , vol.23 , pp. 163-178
    • Lin, I.Y.1
  • 29
    • 10644239780 scopus 로고    scopus 로고
    • A caveat on using single-item versus multiple-item scales
    • Loo, R. 2002. A caveat on using single-item versus multiple-item scales. Journal of Managerial Psychology, 17 (1): 68-75.
    • (2002) Journal of Managerial Psychology , vol.17 , Issue.1 , pp. 68-75
    • Loo, R.1
  • 30
    • 21044457158 scopus 로고    scopus 로고
    • Relationships between Hotel Room Pricing, Occupancy, and Guest Satisfaction: A Longitudinal Case of a Midscale Hotel in the United States
    • Mattila, A. and O'Neill, J. W. 2003. Relationships between Hotel Room Pricing, Occupancy, and Guest Satisfaction: A Longitudinal Case of a Midscale Hotel in the United States. Journal of Hospitality & Tourism Research, 27 (3): 328-341.
    • (2003) Journal of Hospitality & Tourism Research , vol.27 , Issue.3 , pp. 328-341
    • Mattila, A.1    O'Neill, J.W.2
  • 31
    • 85006161171 scopus 로고    scopus 로고
    • Measuring the relative importance of service dimensions in the formation of price satisfaction and service satisfaction: A case study in the hotel industry
    • Matzler, K., Renzl, B. and Rothenberger, S. 2006. Measuring the relative importance of service dimensions in the formation of price satisfaction and service satisfaction: A case study in the hotel industry. Scandinavian Journal of Hospitality and Tourism, 6 (3): 179-196.
    • (2006) Scandinavian Journal of Hospitality and Tourism , vol.6 , Issue.3 , pp. 179-196
    • Matzler, K.1    Renzl, B.2    Rothenberger, S.3
  • 32
    • 84880990818 scopus 로고    scopus 로고
    • Customer satisfaction with services: Putting perceived value into the equation
    • McDougall, G. H. G. and Levesque, T. 2000. Customer satisfaction with services: Putting perceived value into the equation. Journal of Marketing, 63 (Special Issue): 33-44.
    • (2000) Journal of Marketing , vol.63 , Issue.SPEC. ISSUE , pp. 33-44
    • McDougall, G.H.G.1    Levesque, T.2
  • 33
    • 0035147660 scopus 로고    scopus 로고
    • When college students reject food: Not just a matter of taste
    • Mooney, K. M. and Walbourn, L. 2001. When college students reject food: Not just a matter of taste. Appetite, 36: 41-51.
    • (2001) Appetite , vol.36 , pp. 41-51
    • Mooney, K.M.1    Walbourn, L.2
  • 34
    • 64049096814 scopus 로고    scopus 로고
    • Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions
    • Namkung, Y. and Jang, S. C. 2007. Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31 (3): 387-409.
    • (2007) Journal of Hospitality & Tourism Research , vol.31 , Issue.3 , pp. 387-409
    • Namkung, Y.1    Jang, S.C.2
  • 37
    • 84986116939 scopus 로고
    • Consumer trade-offs and the evaluation of services
    • (January)
    • Ostrom, A. and Iacobucci, D. 1995. Consumer trade-offs and the evaluation of services. Journal of Marketing, 59(January): 17-28.
    • (1995) Journal of Marketing , vol.59 , pp. 17-28
    • Ostrom, A.1    Iacobucci, D.2
  • 38
    • 1142303134 scopus 로고    scopus 로고
    • Efficient or enjoyable? Consumer values of eating-out and fast food consumption in Korea
    • Park, C. 2004. Efficient or enjoyable? Consumer values of eating-out and fast food consumption in Korea. International Journal of Hospitality Management, 23 (1): 87-94.
    • (2004) International Journal of Hospitality Management , vol.23 , Issue.1 , pp. 87-94
    • Park, C.1
  • 39
    • 2342583418 scopus 로고    scopus 로고
    • The roles of quality, value, and satisfaction in predicting cruise passengers' behavioral intentions
    • Petrick, J. F. 2001. The roles of quality, value, and satisfaction in predicting cruise passengers' behavioral intentions. Journal of Travel Research, 42 (4): 397-407.
    • (2001) Journal of Travel Research , vol.42 , Issue.4 , pp. 397-407
    • Petrick, J.F.1
  • 40
    • 0012703766 scopus 로고
    • The role of involvement and opinion leadership in consumer word-of-mouth: An implicit model made explicit
    • Richins, M. I. and Root-Shaffer, T. 1988. The role of involvement and opinion leadership in consumer word-of-mouth: An implicit model made explicit. Advances in Consumer Research, 15: 32-36.
    • (1988) Advances in Consumer Research , vol.15 , pp. 32-36
    • Richins, M.I.1    Root-Shaffer, T.2
  • 42
    • 0009445044 scopus 로고    scopus 로고
    • A strategic approach to segmentation in university foodservice
    • Shoemaker, S. 1998. A strategic approach to segmentation in university foodservice. Journal of Restaurant and Foodservice Marketing, 3 (1): 3-35.
    • (1998) Journal of Restaurant and Foodservice Marketing , vol.3 , Issue.1 , pp. 3-35
    • Shoemaker, S.1
  • 43
    • 0001934448 scopus 로고
    • Planning the service encounter
    • In: Crepiel J. A., Michael R., Solomon M. R., Surprenant C. F., editors Lexington, MA, Lexington, MA,: Lexingtion
    • Shostack, L. G. 1985. " Planning the service encounter ". In The Service Encounter, Edited by: Crepiel, J. A., Michael, R., Solomon, M. R. and Surprenant, C. F. 243-254. Lexington, MA: Lexingtion.
    • (1985) The Service Encounter , pp. 243-254
    • Shostack, L.G.1
  • 45
    • 55549143762 scopus 로고    scopus 로고
    • Word-of-mouth recommendations promote service quality
    • Struebing, L. 1996. Word-of-mouth recommendations promote service quality. Quality Progress, 29 (10): 18-20.
    • (1996) Quality Progress , vol.29 , Issue.10 , pp. 18-20
    • Struebing, L.1
  • 47
    • 0347534649 scopus 로고    scopus 로고
    • I told you so: Restaurant customers' word-of-mouth communication patterns
    • Susskind, A. 2002. I told you so: Restaurant customers' word-of-mouth communication patterns. Cornell Hotel and Restaurant Administration Quarterly, 43 (2): 75-85.
    • (2002) Cornell Hotel and Restaurant Administration Quarterly , vol.43 , Issue.2 , pp. 75-85
    • Susskind, A.1
  • 48
    • 0002677348 scopus 로고
    • Product performance and consumer satisfaction: A new concept
    • Swan, J. E. and Combs, L. J. 1976. Product performance and consumer satisfaction: A new concept. Journal of Marketing, 40 (2): 25-33.
    • (1976) Journal of Marketing , vol.40 , Issue.2 , pp. 25-33
    • Swan, J.E.1    Combs, L.J.2
  • 49
    • 79952603433 scopus 로고    scopus 로고
    • Impact of corporate image and corporate reputation on customer loyalty: A review
    • Tang, W. 2007. Impact of corporate image and corporate reputation on customer loyalty: A review. Management Science and Engineering, 1 (2): 57-62.
    • (2007) Management Science and Engineering , vol.1 , Issue.2 , pp. 57-62
    • Tang, W.1
  • 50
    • 0347665094 scopus 로고    scopus 로고
    • Cultural awareness of the consumers at a Chinese restaurant: An anthropological descriptive analysis
    • Tian, R. G. 2001. Cultural awareness of the consumers at a Chinese restaurant: An anthropological descriptive analysis. Journal of Food Products Marketing, 7 (1/2): 111-130.
    • (2001) Journal of Food Products Marketing , vol.7 , Issue.1-2 , pp. 111-130
    • Tian, R.G.1
  • 51
    • 0001133135 scopus 로고    scopus 로고
    • Estimating the reliability of a single-item measure
    • Wanous, J. P. and Reichers, A. E. 1996. Estimating the reliability of a single-item measure. Psychological Reports, 78: 631-634.
    • (1996) Psychological Reports , vol.78 , pp. 631-634
    • Wanous, J.P.1    Reichers, A.E.2
  • 52
    • 0031113028 scopus 로고    scopus 로고
    • Overall job satisfaction: how good are single-item measures?
    • Wanous, J. P., Reichers, A. E. and Hudy, M. J. 1997. Overall job satisfaction: how good are single-item measures?. Journal of Applied Psychology, 82 (2): 247-252.
    • (1997) Journal of Applied Psychology , vol.82 , Issue.2 , pp. 247-252
    • Wanous, J.P.1    Reichers, A.E.2    Hudy, M.J.3
  • 53
    • 0041385347 scopus 로고
    • The changing role of marketing in the corporation
    • October
    • Webster, F. E. Jr. 1992. The changing role of marketing in the corporation. Journal of Marketing, 56 (October): 1-17.
    • (1992) Journal of Marketing , vol.56 , pp. 1-17
    • Webster Jr., F.E.1
  • 54
    • 59949093166 scopus 로고    scopus 로고
    • Satisfiers, dissatisfiers, criticals, and neutrals: A review of their relative effects on customer (dis)satisfaction
    • Vargo, S. L., Nagao, K., He, Y. and Morgan, F. W. 2007. Satisfiers, dissatisfiers, criticals, and neutrals: A review of their relative effects on customer (dis)satisfaction. Academy of Marketing Science Review, 11 (2): 1-19.
    • (2007) Academy of Marketing Science Review , vol.11 , Issue.2 , pp. 1-19
    • Vargo, S.L.1    Nagao, K.2    He, Y.3    Morgan, F.W.4
  • 55
    • 4344568878 scopus 로고    scopus 로고
    • Measurement of tourist satisfaction with restaurant services: A segment-based approach
    • Yuksel, A. and Yuksel, F. 2002. Measurement of tourist satisfaction with restaurant services: A segment-based approach. Journal of Vacation Marketing, 9 (1): 52-68.
    • (2002) Journal of Vacation Marketing , vol.9 , Issue.1 , pp. 52-68
    • Yuksel, A.1    Yuksel, F.2
  • 56
    • 0002667763 scopus 로고
    • Consumer perceptions of price, quality, and value: A Means-End Model and synthesis of evidence
    • Zeithaml, V. A. 1988. Consumer perceptions of price, quality, and value: A Means-End Model and synthesis of evidence. Journal of Marketing, 52 (3): 2-22.
    • (1988) Journal of Marketing , vol.52 , Issue.3 , pp. 2-22
    • Zeithaml, V.A.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.