테마파크의 서비스스케이프가 고객만족, 구전의도 및 재방문에 미치는 영향

• 영문명: The effect of servicescape on customer satisfaction, word-of-mouth, and revisit in Theme Park
• 발행기관: 관광경영학회
• 저자명: 구원일 함동철
• 간행물 정보: 『관광경영연구』제22권 제3호, 1~24쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2018.05.31

영문 초록

The purpose of this study is to understand the influence of servicescape, which is physical environment, among various elements of theme park. In other words, this study tried to grasp the relationship between servicescape and customer satisfaction, word-ofmouth and revisit. Factor analysis revealed seven factors. The effect of servicescape factors on customer satisfaction differed according to the main factor and the ancillary factors of theme park visitors. It has a high impact on direct elements such as space utilization and comfort, but convenience and accessibility partsare not considered. Customer satisfaction has a statistically significant effect on the word of mouth and revisit, which means that the high satisfaction level of the theme park visitors is that they share experience with others and consider revisit to confirm their experiences. Therefore, the results of this study will be useful in enhancing customer satisfaction and improving revisits through management of servicescape factors.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

Theme Park Servicescape Customer Satisfaction Word-to-Mouth Revisit