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외식프랜차이즈의 서비스 가치가 인지적 태도, 정서적 태도, 그리고 충성도에 미치는 영향

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영문명
Effects of Service Value on Attitude, and Loyalty in Food-Service Franchise
발행기관
한국프랜차이즈경영학회
저자명
이신화(Lee Shin Hwa) 이용기(Lee, Yong-ki) 이재규(Lee, Jae-Gyu)
간행물 정보
『한국프랜차이즈경영연구』제10권 제3호, 13~23쪽, 전체 11쪽
주제분류
경제경영 > 경영학
파일형태
PDF
발행일자
2019.09.30
무료

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1:1 문의
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국문 초록

영문 초록

Purpose - The recent franchise industry is rapidly developing. Some franchisees have a low barriers to entry and competition among companies is intensifying. In this dynamic competitive environment, companies need to focus on customer preferences, quality, and technical interfaces to gain competitive advantage. As a result, companies are required to measure the performance of service values in order to provide differentiated services from competitors. In the franchise industry, customer experience marketing of service values will enable companies to create new businesses. Franchise firms should explore a variety of services to increase service value and reduce failures. Research design, data, methodology - The questionnaire of this study was based on the previous research. Surveys were conducted on panels of online surveys. Surveys were conducted on the panel who had visited the restaurant franchise within the past month. The survey was conducted for about 7 days from February 13, 2019 to February 19, 2019. Total 300 samples, 293 were used in the analysis except for seven unfair questionnaires. Results - The findings of this study are as follows: Emotional, monetary, and reputation values have positive effects on cognitive and affective attitudes. Quality value and behavioral value did not effect cognitive attitude and affective attitude significantly. In addition, affective attitude has positive effect on loyalty, but cognitive attitude did not significant effect on loyalty. Conclusions - First, food-service franchise company should develop a service that enables customers to use the store conveniently. We need to develop a comfortable environment for our customers and provide intangible services. Second, food-service franchise company should provide a reasonable price service. Food-service franchise company needs to sell a high quality menu at a reasonable price to generate profits. Third, food-service franchise companies need to strategically respond to their reputation. In other words, food-service franchise company needs to constantly monitor the reputation of its customers and respond appropriately to market conditions. Fourth, food-service franchise company needs to develop a service method capable of emotional interaction with customers. Food-service franchise firms need to develop ongoing service methods and educate their staff.

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1. 서론
2. 이론적 배경
3. 연구설계
4. 실증분석
5. 결론

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APA

이신화(Lee Shin Hwa),이용기(Lee, Yong-ki),이재규(Lee, Jae-Gyu). (2019).외식프랜차이즈의 서비스 가치가 인지적 태도, 정서적 태도, 그리고 충성도에 미치는 영향. 한국프랜차이즈경영연구, 10 (3), 13-23

MLA

이신화(Lee Shin Hwa),이용기(Lee, Yong-ki),이재규(Lee, Jae-Gyu). "외식프랜차이즈의 서비스 가치가 인지적 태도, 정서적 태도, 그리고 충성도에 미치는 영향." 한국프랜차이즈경영연구, 10.3(2019): 13-23

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