Study On Influence Of Service Expectation For Medium And Top Grade Catering Enterprises Under Experiential Economic Circumstance

In 1998, the American scholars B.Joseph Pine and James H. Gilmorepresented that "experience economy era is coming." It has passed nearly 10 years,the effects of experience economybecome more obvious. Enterprises began tofocus on service, take commodity as a tool, create memorable experience overallconsumption process. The economydevelops and living standard grows. Soaccording to Maslow's theorypeople began to realize the higher layers of self-fulfillment and accepted bythe community. It becomes more importance to themodern group.The experiential economyand economydevelopment influent the customerneeds and wants combined with the change of service expectation. Based onformer research, Service Quality= service perception - service expectations(SQ=P-E). And the evaluation of the service qualityhas correlation withcustomer satisfaction. Research on change of service expectation, then thecatering business can adjust their management ways and strategyin order to keepgood service quality. It will bring more benefit.Based on the changes in customer needs and represent research, a set ofservice expectation factors and a questionnaire survey start. Using survey andscale calculate the customer service expectation factors and how the influence thecustomer satisfaction (willing to consume again).Conclusion contains two parts. The first one experience economy influentsthe service expectation of medium and top catering enterprises on these factors:novel trend, enthusiasm and courtesy, environment (beautiful utensils, sight, andgood wish), experiential process, brand and publicity. The first five indexes haddirect influence with customer re-consumption. Finally, take Fubaoge as a casestudyto illustrate the conclusion.