The Effect on intention to recommendation and satisfaction of communication type of service provider: based on Food-Service Industry
AUTHORS
Seohee Kang,Ph.D cous of Kumoh National Institute of Technology Dept. Airline Service Managment School
Hwayeol Choi,Korea of Business, Jeju International Univ., J eju-si,Jeju-do
ABSTRACT
Production of service and undivided consumption stands out in Food-Service Industry. If there isn't communication between service providers and customers, because it is impossible to provide service. it is very important to communicate each other in Food-Service Industry. Existing researches pay more attention to service quality and satisfaction but this research has studied satisfaction of customer and willingness to recommend according to a type of service provider's communication. According to study result. if reliability and professionalism is much higher and control is much lower. It can be interpreted to have a positive effect for intention to recommendation. Also, if customer satisfaction is higher. it seems to increase intention to recommendation. It seems to have a negative effect for intention to recommendation by saying extreme expression and showing authoritative attitude during communication. Composition of communication style is derived from 4 cases such as reliability, professionalism, control and cooperation, but only reliability and professionalism has a beneficial effect on satisfaction of customer. It can be said that it is a limitation of research which didn't analyze effect on demographic variable.
KEYWORDS
communication, customer satisfaction, loyalty, family restaurant
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