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A Study on the Importance of the Communication Skills of Open-kitchen Cooks on Customer Satisfaction through Knowledge Acquisition

박동희 1 Kim, ChungAh 1

1가천대학교

Accredited

ABSTRACT

This study examined the impact of the communication skills of open-kitchen cooks on customer satisfaction as well as their mediating effects on the knowledge acquisition of customers. The result showed that the communication skills of open-kitchen cooks have significant impacts on customer satisfaction while knowledge acquisition of customers led to significant mediating effects. The research suggests that customers’ knowledge acquisition is a new value customers pursue when they dine out. The Academic implication is that knowledge acquisition does not only occur when customers seek information during the decision-making process but it also occurs throughout the service environment. As an operational implication, the mediating effects of knowledge acquisition have been proved and therefore the professional education institutions and/or food service firms should not only provide education and training in accordance with the traditional roles of the cooks but also with the new dynamic roles, such as communication skills. The findings are expected to draw attention away from academia and toward the food service industry and to provide insights on the new, emerging and expanded roles required for the cooks.

Citation status

* References for papers published after 2022 are currently being built.