ABSTRACT

This paper uses two studies to explore how experiencing a state of flow in social interactions influences assessments of dining out among customers engaged in socialization with friends, family members or colleagues. The paper further tests the moderating effect of self-service technologies, which reduce employee interruptions, on the association between customers’ flow state and assessments of experiential quality, service quality and satisfaction. The results suggest that experiencing a state of flow in social interactions is a critical determinant of experiential quality, service quality and satisfaction. Interruptions to this flow state by service employees can have significant negative consequences on experiential quality, service quality and satisfaction. These negative influences can be mitigated by the use of self-service technologies, which facilitate a social flow state and increase perceptions of experiential quality, service quality and satisfaction.

摘要

本文使用两项研究来探讨在社交互动中体验流动状态如何影响与朋友、家人或同事进行社交的客户对外出就餐的评估。本文进一步检验了减少员工中断的自助服务技术对顾客流动状态与体验质量、服务质量和满意度评估之间的关联的调节作用。结果表明，在社交互动中体验流动状态是体验质量、服务质量和满意度的关键决定因素。服务员工中断这种流动状态会对体验质量、服务质量和满意度产生重大的负面影响。这些负面影响可以通过使用自助服务技术来减轻，