커피전문점 고객이 지각하는 관계혜택이 고객 즐거움 및 고객충성도에 미치는 영향

• 영문명: The Impact of Relational Benefits Perceived by Coffee Shop Customers on Customer Delight and Loyalty
• 발행기관: 한국커피협회
• 저자명: 김은아(Eun A Kim) 김수민(Su Min Kim)
• 간행물 정보: 『한국커피문화연구』제11권 1호, 193~218쪽, 전체 26쪽
• 주제분류: 복합학 > 학제간연구
• 파일형태: PDF
• 발행일자: 2025.06.30

국문 초록

This study examines the impact of relational benefits perceived by coffee shop customers on customer delight and customer loyalty. A survey was conducted among 217 customers who had experienced coffee shop services in Jeollanam-do and Gwangju, South Korea. The study employed SPSS 28.0 and AMOS 28.0 for statistical analyses, including frequency analysis, confirmatory factor analysis, reliability analysis, correlation analysis, and path analysis. The results indicate that social benefits, psychological benefits significantly influence customer delight. Moreover, customer delight was found to have a significant positive effect on customer loyalty. These findings highlight the mediating role of customer delight in the relationship between relational benefits and loyalty in the coffee shop context. This study contributes to the theoretical development of relationship marketing by emphasizing emotional reactions beyond customer satisfaction and provides practical insights for coffee shop managers seeking to enhance customer loyalty through personalized and emotionally engaging service strategies.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 조사설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

relational benefits customer delight customer loyalty coffee shop emotional response