- E-ISSN2586-7342
- KCI
E-ISSN : 2586-7342
Vol.10 No.4
Abstract
This study investigates the impact of servicescape elements in franchise fast food restaurants on the attitudes and revisit intentions of Generation MZ. Employing a mixed-methods approach, we surveyed 231 MZ consumers across five major urban centers. Our findings reveal that ambient conditions, spatial layout, and technology integration significantly influence MZ consumers' perceptions and behaviors. Specifically, sustainability-oriented design, customizable spaces, and seamless digital integration emerged as key drivers of positive attitudes and increased revisit intentions. Furthermore, we identify important generational differences, with Gen Z placing higher importance on Instagram-worthy aesthetics and contactless service options compared to Millennials. This research contributes to servicescape theory by proposing a novel framework tailored to MZ consumers in the fast food context. It offers practical implications for franchise operators seeking to attract and retain this crucial demographic. Our study highlights the evolving preferences of younger consumers and underscores the need for adaptable servicescape strategies in the fast food industry. The results suggest that franchises investing in environmentally conscious designs, flexible spaces, and cutting-edge technology are likely to see improved customer satisfaction and loyalty among MZ consumers. Future research could explore the long-term effects of these servicescape elements on brand perception and market share within the competitive fast food landscape.
Abstract
This qualitative study explores the impact of online food delivery platform attributes on customer satisfaction and repurchase intentions. Employing a phenomenological approach, we conducted in-depth interviews and focus group discussions with 15 participants to gain rich insights into user experiences. Thematic analysis revealed key factors influencing satisfaction and loyalty: service quality dimensions (efficiency, reliability, fulfillment, privacy), expectation disconfirmation, perceived usefulness and ease of use, multi-level customer value, relationship quality, electronic word-of-mouth, value co-creation, and phased loyalty formation. Our findings extend customer behavior theory in digital platforms, offering a comprehensive framework for understanding the complex mechanisms underlying user satisfaction and repurchase decisions. The study provides valuable implications for platform operators, highlighting the importance of exceeding customer expectations, enhancing user experience, building trust, leveraging user-generated content, and fostering co-creation processes. Methodologically, we demonstrate the efficacy of qualitative approaches in uncovering nuanced insights in digital service contexts. While acknowledging limitations in generalizability, this research establishes a solid foundation for future investigations into the rapidly evolving domain of online food delivery services. The integrated theoretical approach offers a robust model for analyzing customer behavior in emerging digital service environments, contributing significantly to both academic understanding and practical application in the field of digital service provision and platform management.
Abstract
The purpose of this study is to identify the sociocultural aspects of zero-calorie beverage consumption among young Koreans. Through an interview methodology, this study explores the perceptions of zero-calorie beverages, consumption behavior, and the important role of zero-calorie beverages in identity formation. The study uniquely integrates theories from health psychology, sociology, and cultural studies to analyze the complex interplay between individual health beliefs, social norms, and evolving cultural trends. The results show that the choice of zero-calorie beverages is heavily influenced by health consciousness, pervasive appearance culture, social media dynamics, and shifting workplace paradigms. Participants had a nuanced view of these drinks as both a "healthy alternative" and an "artificial product," reflecting the deep ambivalence that characterizes modern consumer society. Importantly, we found that the consumption of zero-calorie beverages serves as a means of sophisticated self-expression and impression management, acting as a form of cultural capital. This study makes a significant contribution to our understanding of health behavior in specific sociocultural contexts and provides important insights for health policy makers, marketing strategists. The study emphasizes that a multidisciplinary approach is essential in studying contemporary food and beverage consumption patterns, which have far-reaching implications for public health efforts and social epidemiology at home and abroad.