Estudio de la interacción entre el servicescape de comida y bebida y la experiencia de espera de los clientes

Chih-Yun Yang

doi:10.3989/ris.2013.08.03

Autores/as

Chih-Yun Yang Department of Hospitality and M.I.C.E. Marketing Management, National Kaohsiung University of Hospitality and Tourism, Kaohsiung, Taiwan.Roc

DOI:

https://doi.org/10.3989/ris.2013.08.03

Palabras clave:

Dinámica de sistemas, Experiencia de espera, Servicescape, Técnica de incidentes críticos, Teoría dramatúrgica

Resumen

Estudios previos sobre la experiencia de espera de los clients suelen centrarse sobre todo en dos áreas: la gestión de la espera y la gestión de la experiencia de espera. Existen muy pocos estudios que hayan realizado análisis y discusiones en profundidad sobre cómo los factores ambientales externos afectan a la experiencia de espera de los clientes, que se ha considerado siempre como un factor negativo que reduce la satisfacción del cliente hacia el servicio. Sin embargo, la experiencia de espera puede incrementar en reali¬dad la satisfacción del cliente hacia el servicio. Este estudio pretende profundizar en la influencia potencial de los factores que surgen del “servicescape” durante el proceso de espera del cliente, así como la interacción entre el “servicescape” y los clientes durante el tiempo de espera. Ese artículo se basa en el bucle de retroa¬limentación causal. Desde la perspectiva de la dinámica de sistemas se construye un modelo de sistemas conceptuales que muestra la interacción entre el “servicescape” y el cliente en la experiencia de espera.

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