Manuscript Number:	JTMA-D-22-01529
Article Type:	Research Note
Keywords:	Consumer behavior; Service encounter; Curbside pickup; Post pandemic; Consumer characteristics; business types
Abstract:	Inspired by the service encounter framework, this study examined the factors affecting consumer satisfaction with restaurant curbside pickup service, a distribution method that has been accelerated since the COVID-19 pandemic and is expected to continue its popularity in post-pandemic. A special interest was put into analyzing two boundary conditions on how different service encounters impact consumer satisfaction, including customer characteristics and business types. A regression analysis with 314 valid questionnaires indicates that females and younger consumers value the functionality of the ordering app more while males and older consumers pay more attention to the service encounter related to wait time and the service provided by the staff. In addition, consumers of chain restaurants seek higher good quality, and consumers of independent restaurant value the interactions with the staff members more. This study contributes to the service encounter theory and provides specific practical implications to the restaurants and food retail business.

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