Service Quality, Emotion and Satisfaction in Restaurant Setting

نویسندگان

  • Riadh Ladhari
  • Miguel Morales
چکیده

The purpose of the present study is to highlight the impact of service quality on restaurant customers’ emotion and satisfaction. 217 undergraduate business students at a medium-sized Canadian university were randomly selected to participate in this study. The results emphasize the role of service quality in the formation of the customers’ emotion and satisfaction. Restaurants should monitor customers’ perceived service quality and make sure that it conveys positive emotion, reduce negative emotion in order to maximize their customers’ satisfaction.

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تاریخ انتشار 2005