호텔 종사원의 고객지향성이 고객만족과 고객충성도에 미치는 영향

• 영문명: Hotel Employees' customer orientation on customer satisfaction and customer loyalty: Focused on hotel buffet restaurants in parts of Daegu and North Gyeongsang Province
• 발행기관: 관광경영학회
• 저자명: 오왕규 정강국
• 간행물 정보: 『관광경영연구』제15권 제4호, 155~173쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2011.12.31

영문 초록

This study empirically analyzed the influence of hotel buffet restaurant employees’ customer orientation on customer satisfaction and customer loyalty and the influence of customer satisfaction on customer loyalty based on the existing precedent studies in the customer service of employees in hotel buffet restaurants. The result of this study showed that customer orientation (service empathy) had statistically significant positive (+) influences on customer satisfaction and customer loyalty. And, it showed that customer satisfaction had statistically significant positive (+) influences on customer loyalty. On the other hand, it showed that customer orientation (service competence) of hotel buffet restaurants had positive (+) influences on customer satisfaction and customer loyalty, but there was no statistically significance in both relations. Therefore, it is necessary to suggest programs for improving customer orientation in hotel buffet restaurants, the food service industry, food industry departments, and to prepare a strategy for strengthening service empathy with customers for promoting customer satisfaction.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구내용 및 방법

Ⅳ. 연구결과

Ⅴ. 결론

참고문헌

키워드

Customer orientation Customer satisfaction Customer loyalty The hotel buffet restaurant