饭店服务 英文版(restaurant service)

CUSTOMERADOPTIONOFONLINERESTAURANTSERVICES–AMULTI-CHANNELAPPROACHbyCelesteK.MozeikAthesissubmittedtotheFacultyoftheUniversityofDelawareinpartialfulfillmentoftherequirementsforthedegreeofMasterofHospitalityInformationManagementSpring2007Copyright2007CelesteMozeikAllRightsReservedUMINumber:144464914446492007UMIMicroformCopyrightAllrightsreserved.ThismicroformeditionisprotectedagainstunauthorizedcopyingunderTitle17,UnitedStatesCode.ProQuestInformationandLearningCompany300NorthZeebRoadP.O.Box1346AnnArbor,MI48106-1346byProQuestInformationandLearningCompany.CUSTOMERADOPTIONOFONLINERESTAURANTSERVICES–AMULTI-CHANNELAPPROACHbyCelesteK.MozeikApproved:__________________________________________________________SrikanthBeldona,Ph.D.AssistantProfessor,DepartmentofHotel,RestaurantandInstitutionalManagementApproved:__________________________________________________________FrederickJ.DeMicco,Ph.D.ChairoftheDepartmentofHotel,RestaurantandInstitutionalManagementApproved:__________________________________________________________TimothyK.Barnekov,Ph.D.DeanoftheCollegeofHumanServices,EducationandPublicPolicyApproved:__________________________________________________________CarolynA.Thoroughgood,Ph.D.ViceProvostforResearchandGraduateStudiesIcertifythatIhavereadthisthesisandthatinmyopinionitmeetstheacademicandprofessionalstandardrequiredbytheUniversityasathesisforthedegreeofMasterofScience.Signed:__________________________________________________________SrikanthBeldona,Ph.D.ProfessorinchargeofthesisIcertifythatIhavereadthisthesisandthatinmyopinionitmeetstheacademicandprofessionalstandardrequiredbytheUniversityasathesisforthedegreeofMasterofScienceSigned:__________________________________________________________CihanCobanoglu,Ph.D.MemberofthesiscommitteeIcertifythatIhavereadthisthesisandthatinmyopinionitmeetstheacademicandprofessionalstandardrequiredbytheUniversityasathesisforthedegreeofMasterofScience.Signed:__________________________________________________________AliA.Poorani,Ph.D.MemberofthesiscommitteeiiiACKNOWLEDGMENTSFewpeoplehavebeenasfortunateasI,tohaveexperiencedthebestofallworldsbyraisingmyfamily,working,andbeingabletoaddtomyknowledgebase.Iwishtoexpressmysinceregratitudetothefollowingsignificantpeople:TheChairofmythesiscommittee,Dr.SrikanthBeldona,whohashelpedmetofocusandhelpedwitheverysteptomakesurethatIwouldunderstandhowtoproceedandgivemetheconfidencetodoso.Hehasprovidednumerouseffortsandhashadmanyinvaluablesuggestionsandcommentsthroughoutthisstudy.HehassignificantlycontributedtomydevelopmentasagraduatestudentandIfeelthatIwouldnotbegraduatinginMay2007withouthisguidanceandstrongsupport.Myadvisor,Dr.FrancisKwansa,whohasalwaysgivenmecarefuladviceandexplanations.Dr.CihanCobanoglu,whohasspentmuchtimehelpingmewithresearchandideas.Hehasbeenaninvaluableguideinhospitalitytechnology.Dr.AliPoorani,whohasalwaysbeengenuinelyinterestedinwhatIamdoing,andinwhatIhavetosayandforhisvaluableinput.AllofmyfriendsandcolleaguesintheHRIMdepartment,whoincludefacultyandstaff,whohaveinvestedtheirfriendship,aswellasmuchtimeandenergyintheirunwaveringsupportofmyendeavors.MyHIMclassmatesovertheyears,asIhaveinteractedwithmanywonderfulandinterestingstudentsthathaveeachhelpedmeandcontributedtoapieceofthisaccomplishment.Myexperiencewouldnothavebeenthesamewithouttheiracceptance.Mychildren,Gerrod,whohelpedmewithnon-stoptechnicaldetailsandAlanna,forhersweetness—theybothprovidedthereasonformetohavecourage,gavemeunconditionalloveandmademerealizethatitisimportanttoalwaysbeagoodrolemodel.Ibelievemostimportantly,Idefinitelywanttoexpressmysincereandtruegratitudetomyhusband,BradleyMozeik,forhisunendinglove,patience,supportandunderstandingoverthepastfewyears.Icouldnothaveachievedthisgoalwithouthim.Healwaysknowshowtokeepmefromgoingcrazyandkeepmefocused!ivTABLEOFCONTENTSLISTOFTABLES.......................................................................................................viiLISTOFFIGURES.....................................................................................................viiiABSTRACT..................................................................................................................ixCHAPTER1INTRODUCTION..............................................................................................11.1Introduction..................................................................................................11.2Background...................................................................................................31.3ProblemDiscussionandJustification...........................................................62LITERATUREREVIEW...................................................................................82.1Introduction..................................................................................................82.11InternetFamiliarity.....................................................................................82.12ConsumerSearchBehavior........................................................................9