호텔기업의 서비스 퍼스낼리제이션 척도 개발에 관한 연구

• 영문명: A Study on the Development of a Service Personalization Scale for Hotel Enterprises
• 발행기관: 한국관광학회
• 저자명: 추승우
• 간행물 정보: 『관광학연구』제36권 제8호, 11~24쪽, 전체 14쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.10.31

영문 초록

This study aims to develop a service personalization scale for hotel enterprises and to examine the construct dimensions of concept for service personalization. In this aim, the first step is theoretical research to identify the concept of service personalization and differences with a customization and develop the measurement items pool. The second step entails the item purification and to test face validity via focus group interviews. The third step tests validity, reliability of measurement items and examine the construct dimensions of service personalization. Exploratory factor analysis, cronbach's alpha values, correlation analysis and confirmatory factor analysis were then completed. The results derive the following four main factors: responsiveness, intimacy, empathy and personal interests. The research conceptualizes the service personalization between customers and employees in the hotel industry and from this derives a service personalization scale based on the previous empirical studies; the outcome of which is intended to provide a basis for future studies on customer-employee emotional relationships.

목차

I. 서론

II. 선행연구 고찰

III. 연구방법

IV. 연구결과

V. 결론 및 시사점

참고문헌

키워드

서비스 퍼스낼리제이션 표면타당도 전문가 집단 인터뷰 응대성 친밀감 공감성 개인적 관심 Service personalization Face validity Focus group interview Responsiveness Intimacy Empathy Personal interests