크루즈승무원의 라포형성행동이 크루즈여행만족과 충성도에 미치는 영향

• 영문명: The Impact of Rapport-building Behaviors of Cruise Crew on Customers’Satisfaction and Loyalty
• 발행기관: 한국해양관광학회
• 저자명: 여순심(Yeo, Soon-Sim)
• 간행물 정보: 『해양관광연구』제13권 제1호, 45~59쪽, 전체 15쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2020.04.30

영문 초록

This study examines the impact of cruise crew’s rapport-building behaviors on customers’ satisfaction and loyalty. A total of 282 surveys were collected from cruise travellers who took their cruises at domestic and foreign ports. Rapport-building behaviors of cruise crew were classified into three categories: courteous attitude, connecting behavior and uncommonly attentive behavior. As a result of the analysis, courteous attitude, connecting behavior and uncommonly attentive behavior were shown to positively affect customers’ satisfaction and loyalty. This study also confirms that customers’ satisfaction plays a role as a precondition for loyalty. Based on these results, several managerial suggestions to enhance cruisers’ satisfaction and to improve their loyalty towards cruise lines were also discussed.

목차

Ⅰ. 서 론

Ⅱ. 이론적 연구

Ⅲ. 연구방법

Ⅳ. 실증분석

Ⅴ. 결론과 제언

참고문헌

키워드

라포 라포형성행동 크루즈승무원 크루즈 만족 충성도 Rapport Rapport-building behavior Cruise Crew Cruise Satisfaction Loyalty