Integrating emotional quality & perception quality in service assessment: A case study on Philippine Food Services

The study of affect, cognition, and conation involved in consumer service experiences is promoted investigating the role of customer perception and emotion in food service consumption. Affect and perception are found to be significant factors that influence an individuals behavioural intention as mo...

Full description

Saved in:
Bibliographic Details
Main Author: Santos, Ma. Crea Eurice Dobles
Format: text
Language:English
Published: Animo Repository 2011
Online Access:https://animorepository.dlsu.edu.ph/etd_masteral/4091
Tags: Add Tag
No Tags, Be the first to tag this record!
Institution: De La Salle University
Language: English
id oai:animorepository.dlsu.edu.ph:etd_masteral-10929
record_format eprints
spelling oai:animorepository.dlsu.edu.ph:etd_masteral-109292020-12-17T05:30:49Z Integrating emotional quality & perception quality in service assessment: A case study on Philippine Food Services Santos, Ma. Crea Eurice Dobles The study of affect, cognition, and conation involved in consumer service experiences is promoted investigating the role of customer perception and emotion in food service consumption. Affect and perception are found to be significant factors that influence an individuals behavioural intention as moderated by satisfaction and perceived value. As such, consumers decision making may be assessed as per the emotions evoked from a service experienced more than just relying on traditional or conventional beliefs that decisions are based only on logic and rationalization of human beings. The considerable role of perceived service quality and emotional quality in moulding satisfaction and value perceived by consumers towards a service, compel for the integration of these dimensions in the conceptualization and evaluation of service systems analysed in relation to the interplay of various service attribute settings. In line with these, relative impact of service dimensions considering servicescape qualities (physical and social environment) instead of merely concentrating on product quality and service performance to consumer behavioural intentions were investigated. A methodology together with a measurement system for the assessment of food services was accomplished validating the developed Service Perception and Emotion Enhancement Model representing aforementioned important variable relationships. Surveys were administered to food service customers to evaluate the provider across service attribute dimensions and consumer responses accounted for. Structural Equation Modeling (SEM) was utilized to analyze data collected as well as validate the conceptualized model. As such, perceived service quality and emotional quality were found to be mediating variables of service attributes and consumer behavioural intentions also moderated by satisfaction level and perceived value. Results obtained revealed that significant attributes for fast food chains quite vary from full service restaurants; although food quality pertaining to the product and employee element in the social servicescape was found significant in both cases. For fast food providers, additional significant attributes include responsiveness, facility aesthetics, and ambient conditions. On the other hand, added major contributors found important in full-service restaurant assessment are food presentation, cleanliness, facilities layout, and customer element. As these attributes induce emotions and influence ones perception of service quality, it is essential that restaurateurs identify the effects of these attributes to the aforementioned consumer responses such that knowledge gained can be utilized in the creation of more satisfying and valuable experiences. 2011-01-01T08:00:00Z text https://animorepository.dlsu.edu.ph/etd_masteral/4091 Master's Theses English Animo Repository
institution De La Salle University
building De La Salle University Library
continent Asia
country Philippines
Philippines
content_provider De La Salle University Library
collection DLSU Institutional Repository
language English
description The study of affect, cognition, and conation involved in consumer service experiences is promoted investigating the role of customer perception and emotion in food service consumption. Affect and perception are found to be significant factors that influence an individuals behavioural intention as moderated by satisfaction and perceived value. As such, consumers decision making may be assessed as per the emotions evoked from a service experienced more than just relying on traditional or conventional beliefs that decisions are based only on logic and rationalization of human beings. The considerable role of perceived service quality and emotional quality in moulding satisfaction and value perceived by consumers towards a service, compel for the integration of these dimensions in the conceptualization and evaluation of service systems analysed in relation to the interplay of various service attribute settings. In line with these, relative impact of service dimensions considering servicescape qualities (physical and social environment) instead of merely concentrating on product quality and service performance to consumer behavioural intentions were investigated. A methodology together with a measurement system for the assessment of food services was accomplished validating the developed Service Perception and Emotion Enhancement Model representing aforementioned important variable relationships. Surveys were administered to food service customers to evaluate the provider across service attribute dimensions and consumer responses accounted for. Structural Equation Modeling (SEM) was utilized to analyze data collected as well as validate the conceptualized model. As such, perceived service quality and emotional quality were found to be mediating variables of service attributes and consumer behavioural intentions also moderated by satisfaction level and perceived value. Results obtained revealed that significant attributes for fast food chains quite vary from full service restaurants; although food quality pertaining to the product and employee element in the social servicescape was found significant in both cases. For fast food providers, additional significant attributes include responsiveness, facility aesthetics, and ambient conditions. On the other hand, added major contributors found important in full-service restaurant assessment are food presentation, cleanliness, facilities layout, and customer element. As these attributes induce emotions and influence ones perception of service quality, it is essential that restaurateurs identify the effects of these attributes to the aforementioned consumer responses such that knowledge gained can be utilized in the creation of more satisfying and valuable experiences.
format text
author Santos, Ma. Crea Eurice Dobles
spellingShingle Santos, Ma. Crea Eurice Dobles
Integrating emotional quality & perception quality in service assessment: A case study on Philippine Food Services
author_facet Santos, Ma. Crea Eurice Dobles
author_sort Santos, Ma. Crea Eurice Dobles
title Integrating emotional quality & perception quality in service assessment: A case study on Philippine Food Services
title_short Integrating emotional quality & perception quality in service assessment: A case study on Philippine Food Services
title_full Integrating emotional quality & perception quality in service assessment: A case study on Philippine Food Services
title_fullStr Integrating emotional quality & perception quality in service assessment: A case study on Philippine Food Services
title_full_unstemmed Integrating emotional quality & perception quality in service assessment: A case study on Philippine Food Services
title_sort integrating emotional quality & perception quality in service assessment: a case study on philippine food services
publisher Animo Repository
publishDate 2011
url https://animorepository.dlsu.edu.ph/etd_masteral/4091
_version_ 1772835949242220544