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, Korea
Hwayeol Choi,Korea of Business, Jeju International University, Jeju-si, Jeju-do, Korea
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 have 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