earticle

영어

This study empirically investigated the effects of service qualities including food quality, employee service, and physical environment offered by the restaurant operation on behavior intentions with the moderating role of attendee’s occupation and living area in the convention setting. The results of this study showed that employee service and physical environment positively affect behavior intentions. With regard to the moderating role of attendee’s occupation and living area, the results indicated that when attendees who lived in Daejeon are satisfied with employee service, they are more likely to have positive behavior intentions and spread positive words to others. On the other hand, attendees who do not live in Daejeon have positive revisit intentions and word-of-mouth when they are satisfied with food quality. Lastly, the results revealed that people with non-white-collar job have positive behavior intentions when they are satisfied with employee service, while people having white-collar job are more likely to have positive intentions when they are satisfied with food quality.