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dc.contributor.authorGunaratne, Asoka
dc.contributor.authorWilson, Gregory
dc.contributor.authorSan Diego, Jojo
dc.description.abstractThis study identifies the attributes of fine dining restaurants that are associated with customers expressing satisfaction with fine dining restaurants. Data was gathered using an online questionnaire. The sampling frame provided by Entertainment Book New Zealand yielded responses from 743 members who visited fine dining restaurants at least once a month. Frequencies, paired sample t-tests, and multiple regression were used to analyse the data. The results of the regression analysis identified seven predictors of overall customer satisfaction. Five attributes with narrow ‘zones of tolerance’ were detected. The findings suggest there is the potential to utilise the ‘zone of tolerance’ concept to develop strategic interventions that will enhance customer satisfaction in fine dining restaurants.en_NZ
dc.rightsAll rights reserveden_NZ
dc.subjectzones of toleranceen_NZ
dc.subjectfine dining restaurantsen_NZ
dc.subjectcustomers expressing satisfactionen_NZ
dc.titleAttributes associated with customer satisfaction in fine dining restaurants and their ‘Zones of tolerance’en_NZ
dc.typeConference Contribution - Paper in Published Proceedingsen_NZ
dc.subject.marsden150401 Food and Hospitality Servicesen_NZ
dc.identifier.bibliographicCitationGunaratne, A., Wilson, G., and San Diego, J. (2012). Attributes Associated with Customer Satisfaction in Fine Dining Restaurants and their Zones of Tolerance. Proceedings of the Australian & New Zealand Marketing Academy Conference (ANZMAC). 3-5 December, Adelaide, Australia.en_NZ
unitec.institutionUnitec Institute of Technologyen_NZ
unitec.conference.titleAustralian & New Zealand Marketing Academy Conference (ANZMAC)en_NZ
dc.contributor.affiliationUnitec Institute of Technologyen_NZ
unitec.institution.studyareaManagement and Marketing

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