Though prior studies have raised the issue that excellent service that exceeds customer expectations can negatively impact customer perceptions, we still lack a comprehensive understanding of this phenomenon in the foodservice industry. This study aims to conceptualize restaurant over-service behaviors and develop a multidimensional instrument for this construct. This study uses focus groups to identify restaurant over-service behaviors. Exploratory factor analysis (EFA) and confirmatory factory analysis (CFA) yield a five-dimension, 23-item instrument. The categorization and descriptions of restaurant over-service behaviors may serve as a reference for managers to determine whether their high-quality services overwhelm customers and to identify negative perceptions of excessive services. If the needs of customers can be understood alongside how certain service actions disturb customers, elements that lead to over-service can be eliminated or corrected, allowing for time, effort and money to be invested more effectively.

尽管先前的研究提出了超出客户期望的优质服务会对客户感知产生负面影响的问题，但我们仍然缺乏对餐饮服务行业这种现象的全面了解。本研究旨在概念化餐厅过度服务行为，并为此构建开发多维工具。本研究使用焦点小组来识别餐厅过度服务行为。探索性因素分析 (EFA) 和验证性工厂分析 (CFA) 产生了一个五维、23 项的工具。餐厅过度服务行为的分类和描述可以作为管理者判断他们的高质量服务是否压倒顾客以及识别过度服务的负面看法的参考。