摘要
不同定位的餐馆带给顾客不同的体验,了解这种感知上的差异对于提高餐饮业的管理水平具有重要意义。论文调研了豪华餐馆、大众餐馆和快餐店中的顾客体验,研究证实在不同种类的餐馆,菜肴质量、服务环境和员工服务对顾客的情感体验和社会体验具有不同的影响,并且顾客在三类餐馆的就餐目的也有很大差异。
Different types of restaurants bring different experiences to the customers. Understanding disparity in our perception is of great importance to enhancing management levels in catering industry. After investigating customers＇ experiences in luxury restaurants, popular restaurants and fast food outlets, the authors testify that cuisine quality, ambience and employees＇ service exert different influence on customers ＇ emotional and social experiences. Moreover, customers＇ choices vary greatly in Grade 3 restaurants.
出处
《旅游学刊》
CSSCI
北大核心
2008年第1期36-40,共5页
Tourism Tribune
关键词
餐馆体验
情感体验
社会体验
个体特征
就餐目的
restaurant experience
emotional experience
social experience
individual character
choice for dining-out
