구매채널에 따른 외식소비자의 경험적 가치가 채널만족 및 채널충성도에 미치는 영향

• 영문명: Effect of Customers' Experiential Value on Channel Satisfaction and Loyalty based on Purchase Channels
• 발행기관: 한국관광학회
• 저자명: 강수민 정유경
• 간행물 정보: 『관광학연구』제37권 제8호, 189~211쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2013.10.31

영문 초록

Number of companies put effort to raise customers' loyalty and satisfaction by strengthening its customers' interaction and channel diversification. In order to increase customer satisfaction it is critical to monitor the customers' experience in each channel and determine what factors influence their satisfaction. Thus, this study is aimed to identify the customers' experiential value based on different purchase channels. Researches about how the key factors in customers' experience influence their channel satisfaction and loyalty were discussed. This study allowed to identify the experiential values of customers based on purchase channels and to investigate elements of values which influence channel satisfaction and channel loyalty of the catering and food service companies to gain competitive advantage. The current research suggests strategic guidelines and effective channel management planning for those companies delivering catering and food services through number of channels such as personal visits, phone calls and online orders.

목차

I. 서론

II. 이론적 배경

III. 연구설계

IV. 실증분석

V. 결론 및 시사점

참고문헌

키워드

경험적 가치 구매채널 채널만족 Experiential value Purchase channel Channel satisfaction