일반한식점의 식사경험에 따른 소비감정이 고객만족과 고객충성도에 미치는 영향

• 발행기관: 한국외식경영학회
• 저자명: 양정영( Jeong Yeong Yang ) 김미자 ( Mi Ja Kim )
• 간행물 정보: 『외식경영연구』16권 5호, 343~370쪽, 전체 28쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2013.10.30

영문 초록

The purpose of this study is to present the managerial implications for consumption emotion in Korean style restaurants. Theoretical study on the relationship among meal experience, consumption emotion, attitudinal loyalty, customer satisfaction was investigated. The results of analysis are as follows: First, food-service customer`s emotion is affected by meal experience and affects attitudinal loyalty. Second, there is the partial mediation effect of pleasure between meal experience and customer satisfaction. Based on the results of the above analysis, Managerial implications on customer`s emotion in the Korean style restaurant are as follows: First, because consumption emotion is the predictor of customer satisfaction and enhances the attitudinal loyalty, it is important to recognize the needs of consumption emotions management. Second, systematic approach for managing consumption emotion is needed. In other words, Korean restaurants should have the practical management processes of checking - analyzing - improving - strengthening - applying for consumption emotion.

목차

I. 서 론

II. 이론적 배경

III. 연구 설계

IV. 실증분석

V. 결론 및 제언

키워드

M-R model Meal experience Emotion Customer satisfaction Attitudinal-loyalty