패밀리레스토랑에서 지각된 대기시간이 서비스품질평가와 이탈의도에 미치는 영향 = The effect of perceived waiting time at family restaurants on customers' negative emotional reactions, service quality evaluations and switching intentions

다국어 초록 (Multilingual Abstract)

Customer waiting is an inevitable component in most service sector products and the restaurant industry is not an exception. Indeed, customer waiting is regarded as one of the most important aspects of service quality since it influences a customer's overall service quality appraisal.
This study explored the impact of the customer’s waiting time on negative emotional reactions in family restaurants. The impact of negative emotional reactions on service evaluations and switching intentions of customers were also investigated.
A total of 415 responses from who had waited in family restaurants were analyzed. The results indicated that the perceived waiting time of the customer significantly affects their negative emotional reactions.
The results also showed that the negative emotional reactions of the customer significantly affected their service evaluations and switching intentions. In other words, the longer a customer waits in a family restaurant, the greater the chance that he/she feels anger and switches to other restaurants. Therefore, it is suggested that the restaurant managers tactfully manage the perceived waiting time of their customers in order to retain their customers.