This study was intended to investigate what influence waiting time during visiting in an hotel restaurant had on emotional response of customers.
For these purposes it explored previous literatures theoretically, created a research model and then t...
This study was intended to investigate what influence waiting time during visiting in an hotel restaurant had on emotional response of customers.
For these purposes it explored previous literatures theoretically, created a research model and then testified hypotheses empirically. Empirically this study sampled 7 hotels with the first and the second class and surveyed from Nov. 19, 2011 to Nov. 30, 2011. A total of 400 questionnaires was distributed and 380 results were collected. Finally, 345 questionnaires were used for the actual analysis. Results of the analysis were as follows,
First, negative emotion of waiting time was accepted and acceptability of waiting time was rejected in the relation of waiting time and emotional response. Second, it was showed that acceptability had negative influence on the formation of emotion. Third, it was verified that emotional response had significant affections on service quality.