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dc.contributor.authorKim, Jong
dc.date.accessioned2017-01-30T10:40:10Z
dc.date.available2017-01-30T10:40:10Z
dc.date.created2015-07-16T06:21:50Z
dc.date.issued2011
dc.identifier.citationKim, J. 2011. Application of the Concept of Multi-phase Experience to Wait Management in Restaurant Services. Asia Pacific Journal of Tourism Research. 16 (4): pp. 379-394.
dc.identifier.urihttp://hdl.handle.net/20.500.11937/4577
dc.identifier.doi10.1080/10941665.2011.588867
dc.description.abstract

The main purpose of this study was to develop wait management strategies for different stages of a dining experience and to test the effects of these strategies on customer satisfaction and their future behavioral intentions (e.g. loyalty and word-of-mouth). The stages included in this study were pre-process, in-process and post-process. To test successfully the effects of wait management strategies applied to each dining stage, an experimental study was conducted using a 2 (duration information versus no treatment) × 2 (free appetizer versus no treatment) × 2 (discount coupon for future purchase versus no treatment) between-subjects design in which subjects were provided with a written scenario that simulated real-life experience. Multivariate analysis of covariance was used to examine the mean differences between treatment groups and no-treatment groups while controlling individuals' level of tolerance with the length of waiting time. The results support the hypotheses that management strategies at in-process and post-process stages are effective in enhancing customer satisfaction as well as behavioral intentions. In particular, providing a discount coupon achieved the most significant effect among the proposed wait management strategies.

dc.publisherRoutledge
dc.titleApplication of the Concept of Multi-phase Experience to Wait Management in Restaurant Services
dc.typeJournal Article
dcterms.source.volume16
dcterms.source.number4
dcterms.source.startPage379
dcterms.source.endPage394
dcterms.source.issn10941665
dcterms.source.titleAsia Pacific Journal of Tourism Research
curtin.departmentSchool of Marketing
curtin.accessStatusFulltext not available


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