期刊
JOURNAL OF HOSPITALITY & TOURISM RESEARCH
卷 36, 期 4, 页码 431-449出版社
SAGE PUBLICATIONS INC
DOI: 10.1177/1096348011400744
关键词
restaurant management; consumer experiences; satisfaction; restaurant segments; Generation Y consumers
Using a descriptive approach to identify critical attributes affecting positive and negative dining experiences, this study examined the impact of these attributes for Generation Y consumers. The findings not only support relationships in earlier studies using survey methodology but also identify important differences in drivers of positive and negative dining experiences for Generation Y consumers. Many of the same attributes were shown as frequent drivers of positive and negative experiences but varied in impact and order of importance. The top five attributes described as drivers of positive experiences were quality of food/drink, quality of service, friendliness of staff, atmosphere of restaurant, and speed of service. The top five attributes described as drivers of negative experiences were quality of service, speed of service, quality of food/drink, friendliness of staff, and cleanliness. Additional tests provide evidence of differences in the importance of these and other attributes across three segments: quick-service restaurant, casual dining, and fine dining.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据