Customers' perceptions of service quality: Do servers' age stereotypes matter?

被引：40

作者：

Luoh, Hsiang-Fei ^{[2
]}

Tsaur, Sheng-Hshiung ^{[1
]}

机构：

[1] Natl Chiayi Univ, Grad Inst Leisure Recreat & Tourism Management, Chiayi 600, Taiwan

[2] Fu Jen Catholic Univ, Dept Restaurant Hotel & Inst Management, Hsinchuang 242, Taipei County, Taiwan

来源：

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2011年 / 30卷 / 02期

关键词：

Age stereotypes; Perceptions of service quality; Server; ATTRACTIVENESS; PREJUDICE; ATTITUDES; YOUNG;

D O I：

10.1016/j.ijhm.2010.09.002

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study aims to explore whether various service quality conditions and age stereotypes would affect perceptions of service quality in customers of fine dining restaurants in Taiwan. This research also identifies the moderating effect of servers' age stereotype, age in-group bias, and respondents' age on perceived service quality. A total of 406 subjects participated in the study with 2 (scenarios of service quality: favorable vs. unfavorable) x 2 (ages of server: young vs. middle-aged) between-subjects factorial design. The results showed that the respondents' perceived service quality of server with young appearance was better than the counterpart with middle-aged appearance on tangibles and reliability dimensions under favorable and unfavorable service quality conditions. However, the differences were not significantly affected by servers' age stereotypes. (C) 2010 Elsevier Ltd. All rights reserved.

引用

页码：283 / 289

页数：7

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