International Journal of Smart Business and Technology
Volume 6, No. 1, 2018, pp 39-46
The Effect on intention to recommendation and satisfaction of communication type of service provider: based on Food-Service Industry
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.