연구논문(硏究論文): 고객의 기대불일치가 고객만족과 사후조정 및 재구매 의도에 미치는 영향 -특1급 호텔 레스토랑을 중심으로-

• 영문명: Influences the Relationship of Disconfirmation, Customer Satisfaction, Repurchase Intention, Investigating the Effect of Adjusted Expectations
• 발행기관: 한국외식경영학회
• 저자명: 고재윤(Ko Jae Youn) 안준환(Ahn Jun Hwan) 유은이(Yoo Eun Yi)
• 간행물 정보: 『외식경영연구』14권 4호, 405~425쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2011.10.30

영문 초록

This study examines how influences the relationship of disconfirmation, customer satisfaction(CS), repurchase intention(RPI) and adjusted expectations (AE). Considering the effect of time, the study introduces adjusted expectorations, which are expectation updated after consumption experience. The present study investigates the role of adjusted expectations in the Customer satisfaction- Repurchase Intention link. With structural-equation analysis, the proposed model was tested in the first grade of hotel-restaurant setting. The results show that adjusted expectations can mediate the effect of Customer satisfaction on Repurchase Intention. The results also indicate that processes underlying the Customer satisfaction-Repurchase Intention link are different between adjusted expectations and disadjusted expectations.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구모형과 가설

Ⅳ. 연구결과

Ⅴ. 결론

참고문헌

키워드

Disconfirmation Customer satisfaction Adjusted expectation Repurchase intention