이벤트에 대한 고객만족이 관계지속의도에 미치는 영향

• 영문명: A Study on the Effect of Customer Satisfaction on Maintaining Relationships in relation to Events: In reference to the moderating effect of the switching cost
• 발행기관: 관광경영학회
• 저자명: 이미혜
• 간행물 정보: 『관광경영연구』제13권 제4호, 201~221쪽, 전체 21쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.12.31

영문 초록

The purpose of this study is to validate the relationship between 'customer satisfaction with an event' and how that satisfaction effects the customer's 'intention to maintain the relationship' and the moderating effect of the switching cost between 'customer satisfaction' and the 'intention to maintain the relationship' in relation to events at a family restaurant. Based on the results of hypothesis validation, it was substantiated that customer's satisfaction contained the intention to maintain relationship. The switching cost involved in the relationship between customer satisfaction and the intention to maintain the relationship in relation to the event had a moderating effect. Specifically, the moderate effect was validated because all costs, including the cost of continuity, the cost of learning, and the cost of burial, interacted with customer satisfaction. Efforts should be made to ensure continuos relational marketing by utilizing a variety of events to maintain the current customer base at family restaurants on the basis of the desires and requirements of customers, given that family restaurant events are marketing activities that are intended to build and maintain a strong relationship with customers and establish communication with customers in order to increase revenues over the long-term and enable the restaurants to provide better services.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구설계

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

Event Customer Satisfaction Intention of Relation Switching Cost