Impact of Scenario-based Customer Process Flow on Emotion and Satisfaction

This paper tries to explore the effect of customer process flow on customer emotion and satisfaction employing three restaurant service presenting fruits process with the help of scenario-based empirical research method. Using the analysis technique of mean, ANOVA, multiple comparisons, it concludes that customer emotion and satisfaction level of presenting fruits in pre-dinner is higher than those in in-dinner and post-dinner, which provides empirical evidence for improving restaurant service process, and then this paper provides good revelation and reference in building customer process flow consciousness and effectively designing customer process flow.