IDEAS home Printed from https://ideas.repec.org/a/ids/injsem/v1y2009i3p233-249.html
   My bibliography  Save this article

The impact of customer education on customer participation, functional service quality and trust in restaurant services

Author

Listed:
  • Cheng-Yue Yin
  • Xue Yang

Abstract

Previous studies have provided evidence that customer education play an important role in building service quality, customer trust and relationship commitment, but these studies have focused almost exclusively on complex services, such as financial services. This study extends the current work to examine the impact of customer education in restaurant services. A conceptual framework is proposed to explain how customer education affects customer participation, functional service quality and trust. Data were collected by using a videotape simulation of a cooking education program in a real restaurant, 258 participants were asked to be involved in a role-playing process and then complete the questionnaire. The results of a structural equation model suggest that the main effect of customer education on customer participation, functional quality and trust were significant; customer participation also affects functional service quality and trust, but not the relationship between customer participation and trust. Implications of the study and future research are discussed.

Suggested Citation

  • Cheng-Yue Yin & Xue Yang, 2009. "The impact of customer education on customer participation, functional service quality and trust in restaurant services," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 1(3), pages 233-249.
    • Handle: RePEc:ids:injsem:v:1:y:2009:i:3:p:233-249
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=22965
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:injsem:v:1:y:2009:i:3:p:233-249. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=236 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.