레스토랑 서비스접점에서 대기시간이 서비스 만족도와 이탈성향에 미치는 영향

Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters

Waiting time could not be eliminated entirely from all service operations and the perception of waiting time is particularly important when customers feel time-pressured. Authors' paper in this sense is to study how caring for and utilizing customer waiting time at restaurant service encounters impact the customer's perception of waiting time, and how they relate to customer's emotional response, acceptable length of waiting time, service satisfaction and intention to leave the service place. The results of this study have significant implications for both theory and practice.