메뉴 건너뛰기




Volumn 15, Issue 2, 2014, Pages 149-174

Change in Consumer Patronage and Willingness to Pay at Different Levels of Service Attributes in Restaurants: A Study in India

Author keywords

consumer patronage; developing economies; restaurant; service attributes; willingness to pay

Indexed keywords


EID: 84898991260     PISSN: 1528008X     EISSN: 15280098     Source Type: Journal    
DOI: 10.1080/1528008X.2014.889533     Document Type: Article
Times cited : (40)

References (74)
  • 1
    • 33644632796 scopus 로고    scopus 로고
    • Customer satisfaction in the restaurant industry: An examination of the transaction-specific model
    • Andaleeb, S. S., & C. Conway (2006). Customer satisfaction in the restaurant industry: An examination of the transaction-specific model. Journal of Services Marketing, 20(1), 3-11.
    • (2006) Journal of Services Marketing , vol.20 , Issue.1 , pp. 3-11
    • Andaleeb, S.S.1    Conway, C.2
  • 2
    • 20444405530 scopus 로고
    • The antecedents and consequences of customer satisfaction for firms
    • Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12, 125-143.
    • (1993) Marketing Science , vol.12 , pp. 125-143
    • Anderson, E.W.1    Sullivan, M.W.2
  • 3
    • 0034054640 scopus 로고    scopus 로고
    • Quality, satisfaction and behavioral intentions
    • doi:, 10.1016/s0160-7383(99)00108-5
    • Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27, 785-804. doi:10.1016/s0160-7383(99)00108-5
    • (2000) Annals of Tourism Research , vol.27 , pp. 785-804
    • Baker, D.A.1    Crompton, J.L.2
  • 4
    • 0842312277 scopus 로고    scopus 로고
    • Customer satisfaction: applying concepts to industry-wide measures
    • Barsky, J., & Nash, L. (2003). Customer satisfaction: applying concepts to industry-wide measures. Cornell Hotel and Restaurant Administration Quarterly, 44(5/6), 173-183.
    • (2003) Cornell Hotel and Restaurant Administration Quarterly , vol.44 , Issue.5-6 , pp. 173-183
    • Barsky, J.1    Nash, L.2
  • 5
    • 0002866667 scopus 로고
    • Evaluating service encounters: the effects of physical surroundings and employee responses
    • Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. The Journal of Marketing, 54(2), 69-82.
    • (1990) The Journal of Marketing , vol.54 , Issue.2 , pp. 69-82
    • Bitner, M.J.1
  • 6
    • 0001926055 scopus 로고
    • Servicescapes: the impact of physical surroundings on customers and employees
    • Bitner, M. J. (1992). Servicescapes: the impact of physical surroundings on customers and employees. The Journal of Marketing, 56(2), 57-71.
    • (1992) The Journal of Marketing , vol.56 , Issue.2 , pp. 57-71
    • Bitner, M.J.1
  • 7
    • 84965535088 scopus 로고
    • Measuring service quality in restaurants: an application of the SERVQUAL instrument
    • Bojanic, D. C., & Rosen, L. D. (1994). Measuring service quality in restaurants: an application of the SERVQUAL instrument. Journal of Hospitality & Tourism Research, 18(1), 3-14.
    • (1994) Journal of Hospitality & Tourism Research , vol.18 , Issue.1 , pp. 3-14
    • Bojanic, D.C.1    Rosen, L.D.2
  • 12
    • 84992933399 scopus 로고    scopus 로고
    • Consumer loyalty in the restaurant industry-a preliminary exploration of the issues
    • Clark, M. A., & Wood, R. C. (1998). Consumer loyalty in the restaurant industry-a preliminary exploration of the issues. International Journal of Contemporary Hospitality Management, 10(4), 139-144.
    • (1998) International Journal of Contemporary Hospitality Management , vol.10 , Issue.4 , pp. 139-144
    • Clark, M.A.1    Wood, R.C.2
  • 13
    • 0002704641 scopus 로고    scopus 로고
    • Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
    • doi:10.1016/s0022-4359(00)00028-2
    • Cronin Jr., J. J.,Brady, M. K., & Hult, G. T. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76, 193-218. doi:10.1016/s0022-4359(00)00028-2
    • (2000) Journal of Retailing , vol.76 , pp. 193-218
    • Cronin Jr., J.J.1    Brady, M.K.2    Hult, G.T.3
  • 14
    • 0002381637 scopus 로고
    • Measuring service quality: a reexamination and extension
    • Cronin Jr., J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of Marketing, 56(3), 55-68.
    • (1992) The Journal of Marketing , vol.56 , Issue.3 , pp. 55-68
    • Cronin Jr., J.J.1    Taylor, S.A.2
  • 15
    • 0007744069 scopus 로고
    • SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality
    • Cronin Jr., J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of Marketing, 58(1), 125-131.
    • (1994) The Journal of Marketing , vol.58 , Issue.1 , pp. 125-131
    • Cronin Jr., J.J.1    Taylor, S.A.2
  • 16
    • 0001549659 scopus 로고    scopus 로고
    • A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study
    • Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2),139-173.
    • (2000) Journal of Retailing , vol.76 , Issue.2 , pp. 139-173
    • Dabholkar, P.A.1    Shepherd, C.D.2    Thorpe, D.I.3
  • 18
    • 22644450937 scopus 로고    scopus 로고
    • Customer satisfaction and loyalty: the critical elements of service quality
    • Disney, J. (1999). Customer satisfaction and loyalty: the critical elements of service quality. Total Quality Management, 10, 491-497.
    • (1999) Total Quality Management , vol.10 , pp. 491-497
    • Disney, J.1
  • 21
    • 0001932429 scopus 로고
    • Developing buyer-seller relationships
    • April
    • Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(April), 11-27.
    • (1987) Journal of Marketing , vol.51 , pp. 11-27
    • Dwyer, F.R.1    Schurr, P.H.2    Oh, S.3
  • 22
    • 0442278163 scopus 로고    scopus 로고
    • The effects of satisfaction and loyalty in profits and growth: product versus services
    • Edvardsson, B., Johnson, M. D., Gustafsson, A., & Strandvik, T. (2000). The effects of satisfaction and loyalty in profits and growth: product versus services. Total Quality Management, 11, S917-S927.
    • (2000) Total Quality Management , vol.11
    • Edvardsson, B.1    Johnson, M.D.2    Gustafsson, A.3    Strandvik, T.4
  • 23
    • 48749120822 scopus 로고    scopus 로고
    • Customer satisfaction and customer loyalty as predic-tors of future business potential
    • Eskildsen, J., & Kristensen, K. (2008). Customer satisfaction and customer loyalty as predic-tors of future business potential. Total Quality Management, 19, 843-853.
    • (2008) Total Quality Management , vol.19 , pp. 843-853
    • Eskildsen, J.1    Kristensen, K.2
  • 24
    • 33847014230 scopus 로고    scopus 로고
    • Customer metrics and their impact on financial performance
    • Gupta, S., & Zeithaml, V. (2006). Customer metrics and their impact on financial performance.Marketing Science, 25, 718-739.
    • (2006) Marketing Science , vol.25 , pp. 718-739
    • Gupta, S.1    Zeithaml, V.2
  • 25
    • 77951938151 scopus 로고    scopus 로고
    • Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment
    • Ha, J., & Jang, S. C. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29, 520-529.
    • (2010) International Journal of Hospitality Management , vol.29 , pp. 520-529
    • Ha, J.1    Jang, S.C.2
  • 26
    • 0030500171 scopus 로고    scopus 로고
    • The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study
    • Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27-42.
    • (1996) International Journal of Service Industry Management , vol.7 , Issue.4 , pp. 27-42
    • Hallowell, R.1
  • 27
    • 33846959980 scopus 로고    scopus 로고
    • Are loyal customers profitable? Customer satisfaction, customer (action) loyalty and customer profitability at the individual level
    • Helgesen, O. (2006). Are loyal customers profitable? Customer satisfaction, customer (action) loyalty and customer profitability at the individual level, Journal of Marketing Management, 22, 245-266.
    • (2006) Journal of Marketing Management , vol.22 , pp. 245-266
    • Helgesen, O.1
  • 28
    • 17544368816 scopus 로고    scopus 로고
    • Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay
    • April
    • Homburg, C., Koschate, N., & Hoyer, W. D. (2005). Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay. Journal of Marketing, 69(April), 84-96. http://www.technopak.com/Perspective/vol1/Dissecting%20the%20India%20Hospitality%20Industry.pdf
    • (2005) Journal of Marketing , vol.69 , pp. 84-96
    • Homburg, C.1    Koschate, N.2    Hoyer, W.D.3
  • 29
    • 0002131703 scopus 로고    scopus 로고
    • The impact of music on consumers' reactions to waiting for services
    • Hul, M. K., Dube, L., & Chebat, J. C. (1997). The impact of music on consumers' reactions to waiting for services. Journal of Retailing, 73(1), 87-104.
    • (1997) Journal of Retailing , vol.73 , Issue.1 , pp. 87-104
    • Hul, M.K.1    Dube, L.2    Chebat, J.C.3
  • 30
    • 0000392962 scopus 로고
    • An application of equity theory to buyer-seller exchange situations
    • Huppertz, J., Arenson, S., & Evans, R. (1978). An application of equity theory to buyer-seller exchange situations. Journal of Marketing Research 15(2), 60-70.
    • (1978) Journal of Marketing Research , vol.15 , Issue.2 , pp. 60-70
    • Huppertz, J.1    Arenson, S.2    Evans, R.3
  • 32
    • 36348950200 scopus 로고    scopus 로고
    • Purchase and consumption habits: not necessarily what you intend
    • Ji, M. F., & Wood, W. (2007). Purchase and consumption habits: not necessarily what you intend. Journal of Consumer Psychology, 17, 261-276.
    • (2007) Journal of Consumer Psychology , vol.17 , pp. 261-276
    • Ji, M.F.1    Wood, W.2
  • 33
    • 0542374740 scopus 로고    scopus 로고
    • Service quality to service loyalty: a relationship which goes beyond customer services
    • Kandampully, J. (1998). Service quality to service loyalty: a relationship which goes beyond customer services. Total Quality Management, 9, 431-443.
    • (1998) Total Quality Management , vol.9 , pp. 431-443
    • Kandampully, J.1
  • 34
    • 33646040963 scopus 로고    scopus 로고
    • Habitual behavior in American eating patterns: The role of meal occasions
    • Khare, A., & Inman, J. J. (2006). Habitual behavior in American eating patterns: The role of meal occasions. Journal of Consumer Research, 32, 567-575.
    • (2006) Journal of Consumer Research , vol.32 , pp. 567-575
    • Khare, A.1    Inman, J.J.2
  • 35
    • 48749089095 scopus 로고    scopus 로고
    • Predictors of relationship quality and relationship outcomes in luxury restaurants
    • Kim, W. G., Lee, Y. K., & Yoo, T. J. (2006). Predictors of relationship quality and relationship outcomes in luxury restaurants. Journal of Hospitality & Tourism Research, 30(2), 143-169.
    • (2006) Journal of Hospitality & Tourism Research , vol.30 , Issue.2 , pp. 143-169
    • Kim, W.G.1    Lee, Y.K.2    Yoo, T.J.3
  • 36
    • 55549105426 scopus 로고    scopus 로고
    • Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth
    • doi:10.1016/j.ijhm.2008.03.005
    • Kim, W. G., Ng, C. Y., & Kim, Y. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17. doi:10.1016/j.ijhm.2008.03.005
    • (2009) International Journal of Hospitality Management , vol.28 , Issue.1 , pp. 10-17
    • Kim, W.G.1    Ng, C.Y.2    Kim, Y.3
  • 38
    • 0002077429 scopus 로고
    • Measuring quality in restaurant operations: an application of the SERVQUAL instrument
    • Lee, Y. L., & Hing, N. (1995). Measuring quality in restaurant operations: an application of the SERVQUAL instrument. International Journal of Hospitality Management, 14, 293-310.
    • (1995) International Journal of Hospitality Management , vol.14 , pp. 293-310
    • Lee, Y.L.1    Hing, N.2
  • 39
    • 0012493801 scopus 로고
    • Estimating zones of tolerance in perceived service quality and perceived service value
    • Lijander, V., & Strandvik, T. (1993). Estimating zones of tolerance in perceived service quality and perceived service value. International Journal of Service Industry Management, 4(2), 6-28.
    • (1993) International Journal of Service Industry Management , vol.4 , Issue.2 , pp. 6-28
    • Lijander, V.1    Strandvik, T.2
  • 41
    • 0036207935 scopus 로고    scopus 로고
    • Rule-based price fairness and its effect on willingness to purchase
    • Maxwell, S. (2002). Rule-based price fairness and its effect on willingness to purchase. Journal of Economic Psychology 23, 191-212.
    • (2002) Journal of Economic Psychology , vol.23 , pp. 191-212
    • Maxwell, S.1
  • 42
    • 84965874692 scopus 로고
    • Dillematics: The study of research choices and dilemma
    • McGrath, J. E. (1981). Dillematics: The study of research choices and dilemma. American Behavioral Scientist, 25, 179-210.
    • (1981) American Behavioral Scientist , vol.25 , pp. 179-210
    • McGrath, J.E.1
  • 43
    • 0032372670 scopus 로고    scopus 로고
    • The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions
    • Mittal, V., Ross Jr., W. T., & Baldasare, P. M. (1998). The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions. The Journal of Marketing, 62(1), 33-47.
    • (1998) The Journal of Marketing , vol.62 , Issue.1 , pp. 33-47
    • Mittal, V.1    Ross Jr., W.T.2    Baldasare, P.M.3
  • 44
    • 84898965968 scopus 로고    scopus 로고
    • Retrieved November 10, 2010 from
    • Naing, C. M. (2010). Willingness to pay-lecture notes. Retrieved November 10, 2010 from http://www.pitt.edu/super1/lecture/lec11871/001.htm
    • (2010) Willingness to pay-lecture notes
    • Naing, C.M.1
  • 45
    • 64049096814 scopus 로고    scopus 로고
    • Does food quality really matter in restaurants? its impact on customer satisfaction and behavioral intentions
    • Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31, 387-409.
    • (2007) Journal of Hospitality & Tourism Research , vol.31 , pp. 387-409
    • Namkung, Y.1    Jang, S.2
  • 48
    • 0034196259 scopus 로고    scopus 로고
    • Diners' perception of quality, value and satisfaction: a practical viewpoint
    • Oh, H. (2000). Diners' perception of quality, value and satisfaction: a practical viewpoint. Cornell Hotel and Restaurant Administration Quarterly, 41(3), 58-66.
    • (2000) Cornell Hotel and Restaurant Administration Quarterly , vol.41 , Issue.3 , pp. 58-66
    • Oh, H.1
  • 49
    • 84982448880 scopus 로고
    • The relationships among consumer satisfaction, involvement, and product performance: A catastrophe theory application
    • Oliva, T. A., Oliver, R. L., & Bearden, W. O. (1995). The relationships among consumer satisfaction, involvement, and product performance: A catastrophe theory application. Behavioral Science, 40, 104-132.
    • (1995) Behavioral Science , vol.40 , pp. 104-132
    • Oliva, T.A.1    Oliver, R.L.2    Bearden, W.O.3
  • 50
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
    • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 51
    • 84888782869 scopus 로고    scopus 로고
    • Consumer behavior in restaurants: Assessing the importance of restaurant attributes in consumer patronage and willingness to pay
    • Parsa, H. G., Self, J., Gregory, A., & Yoon, H. (2012). Consumer behavior in restaurants: Assessing the importance of restaurant attributes in consumer patronage and willingness to pay. Journal of Services Research. 12(2) 30-57.
    • (2012) Journal of Services Research. , vol.12 , Issue.2 , pp. 30-57
    • Parsa, H.G.1    Self, J.2    Gregory, A.3    Yoon, H.4
  • 53
    • 80054050906 scopus 로고    scopus 로고
    • Consumers' willingness to pay and to patronize according to major restaurant attributes are modified. UCF- Undergraduate
    • Perutkova, J., & Parsa, H. G., (2010). Consumers' willingness to pay and to patronize according to major restaurant attributes are modified. UCF- Undergraduate Research Journal, 4(2), 1-11.
    • (2010) Research Journal , vol.4 , Issue.2 , pp. 1-11
    • Perutkova, J.1    Parsa, H.G.2
  • 54
    • 84898979852 scopus 로고    scopus 로고
    • The influence of service quality dimensions on customer satisfaction and customer loyalty in chain restaurant context: a Thai case
    • Polyorat, K., & Sophonsiri, S. (2010). The influence of service quality dimensions on customer satisfaction and customer loyalty in chain restaurant context: a Thai case. Journal of Global Business and Technology, 6(2), 64-76.
    • (2010) Journal of Global Business and Technology , vol.6 , Issue.2 , pp. 64-76
    • Polyorat, K.1    Sophonsiri, S.2
  • 55
    • 67349177682 scopus 로고    scopus 로고
    • Determinants of customer-perceived service quality in fast-food restaurants and their relationship to customer satisfaction and behavioral intentions
    • Qin, H., & Prybutok, V. R. (2008). Determinants of customer-perceived service quality in fast-food restaurants and their relationship to customer satisfaction and behavioral intentions. Quality Management Journal, 15(2), 35-50.
    • (2008) Quality Management Journal , vol.15 , Issue.2 , pp. 35-50
    • Qin, H.1    Prybutok, V.R.2
  • 57
    • 21244446695 scopus 로고    scopus 로고
    • The impact of servicescape on quality perception
    • Reimer, A., & Kuehn, R. (2005). The impact of servicescape on quality perception. European Journal of Marketing, 39, 785-808.
    • (2005) European Journal of Marketing , vol.39 , pp. 785-808
    • Reimer, A.1    Kuehn, R.2
  • 58
    • 77955914572 scopus 로고    scopus 로고
    • Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price
    • Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34, 310-329.
    • (2010) Journal of Hospitality & Tourism Research , vol.34 , pp. 310-329
    • Ryu, K.1    Han, H.2
  • 59
    • 43849112991 scopus 로고    scopus 로고
    • The effect of environmental perceptions on behavioral intentions through emotions: The case of upscale restaurants
    • Ryu, K., & Jang, S. C. (2007). The effect of environmental perceptions on behavioral intentions through emotions: The case of upscale restaurants. Journal of Hospitality & Tourism Research, 31(1), 56-72.
    • (2007) Journal of Hospitality & Tourism Research , vol.31 , Issue.1 , pp. 56-72
    • Ryu, K.1    Jang, S.C.2
  • 60
    • 84898982321 scopus 로고    scopus 로고
    • at Food Processing and Agribusiness Summit by Assocham-KPMG, 28-29 July, 2009, New Delhi, India. Retrieved from
    • Srinivas, R. (2009). Food processing sector in India - Challenges and opportunities, presented at Food Processing and Agribusiness Summit by Assocham-KPMG, 28-29 July, 2009, New Delhi, India. Retrieved from http://www.assocham.org/events/recent/showevent.php?id=338
    • (2009) Food processing sector in India - Challenges and opportunities
    • Srinivas, R.1
  • 61
    • 84899019194 scopus 로고    scopus 로고
    • Starbucks India Isn't Celebrating Yet
    • November 12
    • Srivatsava, S. (2012, November 12). Starbucks India Isn't Celebrating Yet. Forbes-India.
    • Forbes-India , pp. 2012
    • Srivatsava, S.1
  • 64
    • 43949153571 scopus 로고
    • An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
    • Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing, 70(2), 163-178.
    • (1994) Journal of Retailing , vol.70 , Issue.2 , pp. 163-178
    • Taylor, S.A.1    Baker, T.L.2
  • 65
    • 77950633662 scopus 로고    scopus 로고
    • Quality, value, satisfaction and loyalty amongst race groups: a study of customers in the South African fast food industry
    • Terblanche, N. S., & Boshoff, C. (2010). Quality, value, satisfaction and loyalty amongst race groups: a study of customers in the South African fast food industry. South African Journal of Business Management, 41(1), 1-9.
    • (2010) South African Journal of Business Management , vol.41 , Issue.1 , pp. 1-9
    • Terblanche, N.S.1    Boshoff, C.2
  • 66
    • 0036524616 scopus 로고    scopus 로고
    • An empirical investigation of the relationships between service quality, satisfaction and behavioral intentions among visitors to a wildlife refuge
    • Tian-Cole, S., Crompton, J. L., & Willson, V. L. (2002). An empirical investigation of the relationships between service quality, satisfaction and behavioral intentions among visitors to a wildlife refuge. Journal of Leisure Research, 34(1), 1-24.
    • (2002) Journal of Leisure Research , vol.34 , Issue.1 , pp. 1-24
    • Tian-Cole, S.1    Crompton, J.L.2    Willson, V.L.3
  • 67
    • 0034239366 scopus 로고    scopus 로고
    • Atmospheric effects on shopping behavior: A review of the experimental evidence
    • Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2), 193-211.
    • (2000) Journal of Business Research , vol.49 , Issue.2 , pp. 193-211
    • Turley, L.W.1    Milliman, R.E.2
  • 68
    • 0032344907 scopus 로고    scopus 로고
    • The roles of price, performance, and expectations in determining satisfaction in service exchanges
    • October
    • Voss, G. B., Parasuraman, A., & Grewal, D. (1998). The roles of price, performance, and expectations in determining satisfaction in service exchanges. Journal of Marketing, 62 (October), 46-61.
    • (1998) Journal of Marketing , vol.62 , pp. 46-61
    • Voss, G.B.1    Parasuraman, A.2    Grewal, D.3
  • 69
    • 84986170736 scopus 로고    scopus 로고
    • The effect of the servicescape on customers' behavioral intentions in leisure service settings
    • Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers' behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45-61.
    • (1996) Journal of Services Marketing , vol.10 , Issue.6 , pp. 45-61
    • Wakefield, K.L.1    Blodgett, J.G.2
  • 70
    • 33846542552 scopus 로고    scopus 로고
    • The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality
    • Wall, E. A., & Berry, L. L. (2007). The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality. Cornell Hotel and Restaurant Administration Quarterly, 48(1), 59-69.
    • (2007) Cornell Hotel and Restaurant Administration Quarterly , vol.48 , Issue.1 , pp. 59-69
    • Wall, E.A.1    Berry, L.L.2
  • 71
    • 0024804466 scopus 로고
    • Linking service quality, customer satisfaction, and behavioral intention
    • Woodside, A. G., Frey, L. L., & Daly, R. T., (1989). Linking service quality, customer satisfaction, and behavioral intention. Journal of Health Care Marketing,9(4), 5.
    • (1989) Journal of Health Care Marketing , vol.9 , Issue.4 , pp. 5
    • Woodside, A.G.1    Frey, L.L.2    Daly, R.T.3
  • 72
    • 84877588260 scopus 로고    scopus 로고
    • World Economic Forum, Retrieved June 15, 2011 from
    • World Economic Forum (2011). The Travel and Tourism Competitiveness Report. Retrieved June 15, 2011 from http://www3.weforum.org/docs/WEF_TravelTourismCompetitiveness_Report_2011.pdf
    • (2011) The Travel and Tourism Competitiveness Report
  • 73
    • 0002667763 scopus 로고
    • Consumer perceptions of price quality and value: a means-end model and synthesis of evidence
    • July
    • Zeithaml, V. A. (1988). Consumer perceptions of price quality and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(July), 2-22.
    • (1988) Journal of Marketing , vol.52 , pp. 2-22
    • Zeithaml, V.A.1
  • 74
    • 77954534605 scopus 로고    scopus 로고
    • The impact of e-word-of-mouth on the online popularity of restaurants: a comparison of consumer reviews and editor reviews
    • Zhang, Z., Ye, O., Law, R., & Li, Y. (2010). The impact of e-word-of-mouth on the online popularity of restaurants: a comparison of consumer reviews and editor reviews. International Journal of Hospitality Management, 29, 694-700.
    • (2010) International Journal of Hospitality Management , vol.29 , pp. 694-700
    • Zhang, Z.1    Ye, O.2    Law, R.3    Li, Y.4


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.