체인레스토랑의 서비스 인카운터에서의 구성원 간 상호작용이 서비스가치와 관계지향성에 미치는 영향

The purpose of this study is to identify the influence of service encounter on the service value and relationship orientation. To verify the hypotheses, We collected 286 data from customers who visited 5 big chain restaurant brand in Seoul and statistical analysis was derived by means of SPSS/PC version 15.0 statistics package. The major findings of this study were the followings: First service encounter's 3 factors(Restaurant environment factors, Interaction with service employee, Interaction with other customer) had positive effect on service value. Second, restaurant environment factors and interaction with service employee of service of encounter's 3 factors had positive effect on relationship orientation, but interaction with other customer didn't have any influence on relationship orientation. Third, service value had positive effect on relationship orientation. Based on these findings, the implications and limitations of this study were presented.