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@article{ART002211671},
author={김홍빈 and Cha Sukbin},
title={Symmetric and Asymmetric Influences on Service Quality Attributes of Coffee Shops as Related to Overall Customer Satisfaction: The Case of Starbucks and Ediya},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2017},
volume={41},
number={4},
pages={95-113},
doi={10.17086/JTS.2017.41.4.95.113}

TY - JOUR
AU - 김홍빈
AU - Cha Sukbin
TI - Symmetric and Asymmetric Influences on Service Quality Attributes of Coffee Shops as Related to Overall Customer Satisfaction: The Case of Starbucks and Ediya
JO - Journal of Tourism Sciences
PY - 2017
VL - 41
IS - 4
PB - The Tourism Sciences Society Of Korea
SP - 95
EP - 113
SN - 1226-0533
AB - The identification of primary service quality attributes that generate customer satisfaction is critical to organizational success. This study investigates the symmetric and asymmetric nature of the relationship between service quality attributes and overall customer satisfaction using two brand coffee shops (Starbucks and Ediya). Findings show that there are six dimensions of 24 service quality attributes. (employee service, shop facilities, collateral service, the brand, the menu, & the coffee quality). Within this symmetric relationship, most of the service factors positively affect the overall satisfaction with both brands. However, within an asymmetric relationship based on a three-factor model of customer satisfaction, many of the aforementioned attributes are classified differently. Employee service & shop facilities are identified as 'performance factors', while collateral service, brand, menu, & coffee quality are 'basic factors' for Starbucks. On the contrary, menu is identified as a 'performance factor', shop facility as 'excitement factor', and collateral service & brand are 'basic factors' for Ediya. Differences between a traditional symmetric approach and an asymmetric approach using a three-factor model of customer satisfaction are delineated. Furthermore, the theoretical and practical implications of the results are discussed.
KW - Three-factors model of customer satisfaction;Service quality;Brand coffee shops
DO - 10.17086/JTS.2017.41.4.95.113
ER -

김홍빈 and Cha Sukbin. (2017). Symmetric and Asymmetric Influences on Service Quality Attributes of Coffee Shops as Related to Overall Customer Satisfaction: The Case of Starbucks and Ediya. Journal of Tourism Sciences, 41(4), 95-113.

김홍빈 and Cha Sukbin. 2017, "Symmetric and Asymmetric Influences on Service Quality Attributes of Coffee Shops as Related to Overall Customer Satisfaction: The Case of Starbucks and Ediya", Journal of Tourism Sciences, vol.41, no.4 pp.95-113. Available from: doi:10.17086/JTS.2017.41.4.95.113

김홍빈, Cha Sukbin "Symmetric and Asymmetric Influences on Service Quality Attributes of Coffee Shops as Related to Overall Customer Satisfaction: The Case of Starbucks and Ediya" Journal of Tourism Sciences 41.4 pp.95-113 (2017) : 95.

김홍빈, Cha Sukbin. Symmetric and Asymmetric Influences on Service Quality Attributes of Coffee Shops as Related to Overall Customer Satisfaction: The Case of Starbucks and Ediya. 2017; 41(4), 95-113. Available from: doi:10.17086/JTS.2017.41.4.95.113

김홍빈 and Cha Sukbin. "Symmetric and Asymmetric Influences on Service Quality Attributes of Coffee Shops as Related to Overall Customer Satisfaction: The Case of Starbucks and Ediya" Journal of Tourism Sciences 41, no.4 (2017) : 95-113.doi: 10.17086/JTS.2017.41.4.95.113

김홍빈; Cha Sukbin. Symmetric and Asymmetric Influences on Service Quality Attributes of Coffee Shops as Related to Overall Customer Satisfaction: The Case of Starbucks and Ediya. Journal of Tourism Sciences, 41(4), 95-113. doi: 10.17086/JTS.2017.41.4.95.113

김홍빈; Cha Sukbin. Symmetric and Asymmetric Influences on Service Quality Attributes of Coffee Shops as Related to Overall Customer Satisfaction: The Case of Starbucks and Ediya. Journal of Tourism Sciences. 2017; 41(4) 95-113. doi: 10.17086/JTS.2017.41.4.95.113

김홍빈, Cha Sukbin. Symmetric and Asymmetric Influences on Service Quality Attributes of Coffee Shops as Related to Overall Customer Satisfaction: The Case of Starbucks and Ediya. 2017; 41(4), 95-113. Available from: doi:10.17086/JTS.2017.41.4.95.113

김홍빈 and Cha Sukbin. "Symmetric and Asymmetric Influences on Service Quality Attributes of Coffee Shops as Related to Overall Customer Satisfaction: The Case of Starbucks and Ediya" Journal of Tourism Sciences 41, no.4 (2017) : 95-113.doi: 10.17086/JTS.2017.41.4.95.113