Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/12503
Title: Relative importance and combined effects of attributes on customer satisfaction
Authors: Zhang, Z
Zhang, Z
Law, R 
Keywords: Customer satisfaction
Employee service
Physical environment
Service attributes
Issue Date: 2014
Publisher: Routledge, Taylor & Francis Group
Source: Service industries journal, 2014, v. 34, no. 6, p. 550-566 How to cite?
Journal: Service industries journal 
Abstract: Customer satisfaction with a service experience is often determined by several critical attributes. Prior studies have suggested that food, physical environment, and employee service impose an important effect on diners' satisfaction with restaurant services. Although much research has looked at the direct effect of these attributes individually, little is known about them when they are considered together. This study investigates the relative importance and combined effects of the determinants of customer satisfaction in China's hospitality industry. The results show that food taste, employee service, and physical environment (in that order) all significantly contribute to diners' satisfaction, and that one attribute may substitute for another attribute in the satisfaction formation process. Generally, humanic attributes (employee service) can effectively substitute for less humanic attributes (physical environment).
URI: http://hdl.handle.net/10397/12503
ISSN: 0264-2069
EISSN: 1743-9507
DOI: 10.1080/02642069.2014.871537
Appears in Collections:Journal/Magazine Article

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