외식 서비스품질이 고객만족과 사후행동의도에 미치는 영향

• 영문명: The Influence of Food Service Quality on Customer Satisfaction and Behavioral Intention in Local Food Restaurant: A Focus on the Moderating Role of Customer Involvement
• 발행기관: 한국관광학회
• 저자명: 李永蘭 金廷炫 趙文秀
• 간행물 정보: 『관광학연구』제34권 제7호, 293~315쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2010.10.31

영문 초록

This study examined the relationship between customer's perception of service quality, level of satisfaction and behavioral intention in the tourism based local food restaurant setting. Particularly this study focused on the moderating effects of customers' involvement(i.e., emotional and cognitive involvement) to local food because customers might perceive service quality differently according to his/ her level of involvement. Data were collected from 231 tourists at 8 different local food restaurants on April 2009. Results of hierarchical regression analysis indicated that emotional and cognitive involvement play statistically significant moderating roles between service quality and customer satisfaction Results also showed that customer satisfaction was a precedent variable of the behavioral intentions. Theoretical and practical contributions on local food marketing were also discussed.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 분석결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

향토음식점 서비스 품질 관여도 고객만족 행동의도 조절효과 Local food restaurant Service quality Involvement Customer satisfaction Behavior intention Moderating effect