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Residents' perception of foodservice...

Lee, Kyung-Eun.

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Residents' perception of foodservice in continuing care retirement communities.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	Residents' perception of foodservice in continuing care retirement communities./
作者:	Lee, Kyung-Eun.
面頁冊數:	217 p.
附註:	Major Professor: Carol W. Shanklin.
Contained By:	Dissertation Abstracts International63-07B.
標題:	Gerontology. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3059632
ISBN:	0493749586

Residents' perception of foodservice in continuing care retirement communities.
Lee, Kyung-Eun.

Residents' perception of foodservice in continuing care retirement communities. - 217 p.

Major Professor: Carol W. Shanklin.

Thesis (Ph.D.)--Kansas State University, 2002.

This study examined dimensionality of service quality of foodservice provided at continuing care retirement communities (CCRC) and investigated the relationships among three service encounter constructs—service quality, perceived value, and customer satisfaction—in the formation of behavioral intentions related to foodservice. An instrument that encompassed both the process and outcome aspects of service quality in foodservice and reflected the unique dining environments of CCRCs and older customers' specific needs was developed through a comprehensive review of the literature, an expert panel review, and focus groups with CCRC residents. The development procedure assured content validity of the instrument. A pilot-test at a CCRC revealed that the instrument had high internal reliability. The questionnaire was administered to independent living residents of five CCRCs. Excluding responses that had significant missing data, the usable response rate was 48.8% (<italic>N</italic> = 405).

ISBN: 0493749586Subjects--Topical Terms:

533633
Gerontology.

Residents' perception of foodservice in continuing care retirement communities.
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502 $a Thesis (Ph.D.)--Kansas State University, 2002.
520 $a This study examined dimensionality of service quality of foodservice provided at continuing care retirement communities (CCRC) and investigated the relationships among three service encounter constructs—service quality, perceived value, and customer satisfaction—in the formation of behavioral intentions related to foodservice. An instrument that encompassed both the process and outcome aspects of service quality in foodservice and reflected the unique dining environments of CCRCs and older customers' specific needs was developed through a comprehensive review of the literature, an expert panel review, and focus groups with CCRC residents. The development procedure assured content validity of the instrument. A pilot-test at a CCRC revealed that the instrument had high internal reliability. The questionnaire was administered to independent living residents of five CCRCs. Excluding responses that had significant missing data, the usable response rate was 48.8% (<italic>N</italic> = 405).
520 $a An attempt to verify the theoretical dimensionality of service quality failed with confirmatory factor analysis; only one factor resulted from exploratory factor analysis. Unidimensionality of service quality might be associated with (1) the high correlation among the items and dimensions of service quality, (2) limited ability of the older customers to distinguish items in different dimensions, and/or (3) influence of image of the foodservice department or facility on service quality perception.
520 $a The relationships of the three service constructs and behavioral intentions were tested simultaneously using structural equation modeling. Generally, the findings were consistent with the literature. Customer satisfaction and perceived value were the two direct determinants of behavioral intentions measured with intentions to say positive things about foodservice and to invite family and friends. Perceived value influenced customer satisfaction and mediated between customer satisfaction and service quality. The hypothesized path from service quality to behavioral intentions was not supported. Significant indirect effects indicated that service quality, value, and satisfaction should be managed collectively to achieve higher customer service perceptions and positive behavioral intentions.
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