특급호텔 e-서비스품질이 감정적 반응, 만족 및 행동의도에 미치는 영향 연구

• 영문명: A Study on the Influence of e-service Quality of Deluxe Hotels on Emotional Response, Satisfaction and Behavior Intention: Focusing on the e-commerce
• 발행기관: 관광경영학회
• 저자명: 김선희 박지연 김은혜
• 간행물 정보: 『관광경영연구』제18권 제4호, 107~124쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2014.12.31

영문 초록

This study intended to investigate and reveal what influential relationship do the consumers who experience product and service of hotel directly and indirectly online have after their experience, and how product and service of hotel affect consumers’ behavior intention concretely and directly in the future. Total 200 sheets of samples collected targeting customers of super deluxe hotels and e-commerce users through smart phone and online were used for actual proof analysis, and this study looked into the influential relationship amongst variables through multiple regression analysis as reliability and validity of measuring variables were secured. As a result of study, variables have a significant influential relationship each other, which implies that deluxe hotels need to consider many things for interaction with customers in implementing e-commerce.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

e-service quality e-commerce emotional response customer satisfaction behavior intention