Application of the Concept of Multi-phase Experience to Wait Management in Restaurant Services
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 pr...
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| Format: | Journal Article |
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Routledge
2011
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| Online Access: | http://hdl.handle.net/20.500.11937/4577 |
| _version_ | 1848744555414814720 |
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| author | Kim, Jong |
| author_facet | Kim, Jong |
| author_sort | Kim, Jong |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T06:03:20Z |
| format | Journal Article |
| id | curtin-20.500.11937-4577 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T06:03:20Z |
| publishDate | 2011 |
| publisher | Routledge |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-45772017-09-13T14:46:23Z Application of the Concept of Multi-phase Experience to Wait Management in Restaurant Services Kim, Jong 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. 2011 Journal Article http://hdl.handle.net/20.500.11937/4577 10.1080/10941665.2011.588867 Routledge restricted |
| spellingShingle | Kim, Jong Application of the Concept of Multi-phase Experience to Wait Management in Restaurant Services |
| title | Application of the Concept of Multi-phase Experience to Wait Management in Restaurant Services |
| title_full | Application of the Concept of Multi-phase Experience to Wait Management in Restaurant Services |
| title_fullStr | Application of the Concept of Multi-phase Experience to Wait Management in Restaurant Services |
| title_full_unstemmed | Application of the Concept of Multi-phase Experience to Wait Management in Restaurant Services |
| title_short | Application of the Concept of Multi-phase Experience to Wait Management in Restaurant Services |
| title_sort | application of the concept of multi-phase experience to wait management in restaurant services |
| url | http://hdl.handle.net/20.500.11937/4577 |