休闲餐厅的自助服务技术

Q3 Business, Management and Accounting Services Marketing Quarterly Pub Date : 2021-06-24 DOI:10.1080/15332969.2021.1947085

E. Nilsson, Johannes Pers, Linn Grubbström

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引用次数: 2

摘要

摘要本研究通过考察哪些因素影响休闲餐厅消费者对SST的态度和满意度，扩展了SST领域的现有研究。结果基于对169名受访者的调查和对一名营销传播者的采访。可用性、乐趣、缺乏个人服务、技术准备、支持和易用性解释了65.2%的SST态度。然而，对于满意度，只有四个因素是显著的：缺乏个人服务、可用性、易用性和愉悦性，解释了61.6%的满意度。本文还为负责SST设计和实施决策的管理者提供了有用的信息。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Self-Service Technology in Casual Dining Restaurants

Abstract This study extends existing research within the area of SST by examining which factors affect consumers’ attitudes toward and satisfaction with SST in casual dining restaurants. Results are based on a survey with 169 respondents and interviews with one marketing communicator. Usability, pleasure, lack of personal service, technology readiness, support, and ease of use explained 65.2% of attitude toward SST. However, for satisfaction only four factors were significant: lack of personal service, usability, ease of use and pleasure, explaining 61.6% of satisfaction. The paper also provides useful information to managers in charge of the decision to design and implement SST.

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.