호텔레스토랑 고객의 타고객지각이 고객시민행동에 미치는 영향에 관한 연구

• 영문명: The Effect of Other Customer Perception of Hotel Restaurant on Customer Citizenship Behavior: Mediating Role of Rapport
• 발행기관: 관광경영학회
• 저자명: 김현정
• 간행물 정보: 『관광경영연구』제22권 제6호, 99~117쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2018.11.30

영문 초록

This study aims to verify the effect of other customer perception on customer citizenship behavior from hotel restaurant customers in a situation where hotels provide service sand to examine the mediating effect of rapport in the process. By revealing the effect and process of other customer perception on certain customers’citizenship behavior, it would be possible to explore not only academic significance but also practical implications that enhance business performance in the hotel industry, which is characterized by inseparability such as customer portfolio management. Therefore, this study in tends to: First, hypothesize the relationship between other customer perception and customer citizenship behavior by examining previous studies on the concept of other customer perception and customer citizenship behavior and their relationships with other variables; Second, hypothesize the mediating role of rapport in the relationship between other customer perception and customer citizenship behavior by examining previous studies on the concept of rapport and its relationship with other variables; and Third, draw theoretical and practical implications by verifying the hypotheses empirically from hotel restaurant customers. Empirical study shows that other customer perception has positive impact on customer citizenship behavior and rapport has mediating role.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Service Scape Customer Citizenship Behavior Rapport Customer Perception