Service Encounter in The Luxury Restaurant How to Influence Customer’s Experience Value and Positive Emotion.

• Main Authors: Wan-Yun Wu, 吳宛芸
• Other Authors: Kuang-Peng Hung
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/29512329927580199395

碩士 === 銘傳大學 === 企業管理學系碩士班 === 101 === In recent years, domestic and foreign demands of expensive restaurant are quite popular, from food ingredients, the restaurant''s decor, music, service staff, cooks, etc., whether hardware or software are important. If mentioned of Taiwan’s luxury restaurant, immediately reminds of W hotel, Hung-hwa Teppanyaki Steak House, Bella Vita department store, Michelin three-star restaurant, etc., but the domestic scholars are few studied this type of restaurants and the past research of interaction studies confined between the customer to customer at the next table or between the customer to waiters, they usually overlooked cooks’ interact with customers and customers interact with their peers, Therefore, this study will bring more comprehensive perspective to explore the interaction of luxury restaurant experience for the customer value and positive emotional impact(defined by scholar’s opinion of luxury restaurant’s single individual consumption over NT$600.) This researcher has targeted consumers had visited luxury restaurant, use entity questionnaires issue and web questionnaires, excluding ineffective questionnaires, effective questionnaires are 300. This study use Smart PLS software to explore the hypothesis of the customer in luxury restaurant’s interaction to chef, the same type customers, at the next table customers, service personnel and the substance environment’s interaction to experiential value and the impact of positive emotion. According to the results, the luxury restaurant’s customers to cooks, service personnel and the peer’s interact all has a positive significant effect, which means when increase the luxury restaurant’s chef, service personnel interact with customers dining experience for the customer value and positive emotions are helpful, so we recommend that managers should strengthen the luxury restaurant chefs to interact with customers and also train the service personnel’s interact with customers.