호텔고객이 지각한 서비스인카운터 품질이 추천의도에 미치는 영향

• 영문명: The Effects of Perceived Service Encounters' Quality by Customers on Referral Intentions in Hotel Firms. : Focused on Mediating Effects of Customers' Satisfaction
• 발행기관: 관광경영학회
• 저자명: 김성대 정혜란
• 간행물 정보: 『관광경영연구』제15권 제4호, 23~39쪽, 전체 17쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2011.12.31

영문 초록

This study tried to verify the influence how the service encounters' quality affect on customer satisfaction and referral intentions, it is an essential factor for the customers to evaluate service in experience to the hotel industry. Also, the practical analysis has been done by customers who had ever used hotel restaurants located in Seoul to cross-check how to affect mediating effects of customer satisfaction on the relationship between service encounters' quality and referral intentions. The results of the practical analysis discovered that the service encounters' quality and the customer satisfaction make an influence on referral intentions and the customer satisfactions affect mediating effects on the relationship between service encounters' quality and referral intentions. The ultimate results of this study brings up the new direction in ways the management of customers and customer relationship marketing management in the hotel firms.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구조사 설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Service encounter quality Customer satisfaction Referral intention.Customer relationship marketing