The moderating effect of perceived spatial crowding on the relationship between perceived service encounter pace and customer satisfaction. (August 2017)

• Record Type: Journal Article
• Authors: Song, Myungkeun; Noone, Breffni M.
• Is Part Of: International journal of hospitality management. Volume 65(2017)
• Page Start: 37
• Page End: 46
• Publication Date: 2017-08
• Subjects: Revenue management -- Restaurants -- Perceived service encounter pace -- Perceived spatial crowding -- Customer satisfaction; Hotel management -- Periodicals; Restaurant management -- Periodicals; Food service management -- Periodicals; Hôtels -- Gestion -- Périodiques; Restaurants -- Gestion -- Périodiques; Services alimentaires -- Gestion -- Périodiques; Food service management; Hotel management; Restaurant management; Periodicals; 647.94
• DOI: 10.1016/j.ijhm.2017.06.005
• Languages: English
• ISSNs: 0278-4319

Abstract

Highlights: When spatial crowding is perceived as relatively low, the relationship between perceived service encounter pace and satisfaction is curvilinear (and concave). As perceived spatial crowding increases, the curvilinear nature of the relationship between perceived pace and satisfaction begins to flatten out. High perceived spatial crowding attenuates the negative effects of perceived pace on customer satisfaction at the slow and fast ends of the perceived pace continuum. Abstract: This study examines the moderating effect of perceived spatial crowding on the perceived service encounter pace-customer satisfaction relationship in a restaurant context. Findings indicate a curvilinear relationship between perceived pace and customer satisfaction when spatial crowding is perceived as low. As perceived spatial crowding increases, the curvilinear nature of the relationship between perceived pace and satisfaction begins to flatten out, with no evidence of curvilinearity at relatively high levels of perceived spatial crowding. This suggests that an opportunity exists to increase pace without engendering a negative impact on customer satisfaction. The implications for theory and revenue management practice are discussed.