중국 호텔 기술기반셀프서비스(TBSS) 특성과 품질이 고객만족에 미치는 영향

• 영문명: The Effect of Technology-Based Self-Service (TBSS) Characteristics and Quality on Customer Satisfaction in Chinese Hotels: The Moderating Effect of Perceived Risk
• 발행기관: 관광경영학회
• 저자명: 우츙 김영현
• 간행물 정보: 『관광경영연구』제24권 제6호, 435~463쪽, 전체 29쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2020.11.30

영문 초록

This study has aimed to analyze the effect of technology-based self-service(TBSS) characteristics and TBSS quality on customer satisfaction and the moderating effect of perceived risk on customers of Chinese hotels’ technology-based self-service(TBSS). The research was conducted on TBSS users of hotels in China. The empirical analysis first showed that the characteristics of TBSS had a significant effect on customer satisfaction. Second, the quality of TBSS had a significant effect on customer satisfaction. Third, the perceived risk had a partial moderating effect on the relationship between the TBSS characteristics and customer satisfaction. Fourth, the perceived risk had a partial moderating effect on the relationship between the TBSS quality and customer satisfaction. Based on this research results, some implications were given for the of the marketing strategy necessary to hotel TBSS administration and customer satisfaction, as well as the limitations of the research and the future direction of the research.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 분석결과

Ⅴ. 결 론

참고문헌

키워드

Characteristics of TBSS Quality of TBSS Customer Satisfaction Perceived Risk