국내 한식당의 서비스 접점 요인과 신뢰, 평가, 행동의도와의 인과관계 연구

• 영문명: The Effects of Service Encounter Elements in Korean Restaurant upon Customers' Trust, Evaluation and Behavioral Intent
• 발행기관: 한국외식경영학회
• 저자명: 정효선(Hyo Sun Jung) 윤혜현(Hye Hyun Yoon)
• 간행물 정보: 『외식경영연구』13권 2호, 211~232쪽, 전체 22쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.04.30

영문 초록

The purpose of this study was to understand customers` recognition on service encounter elements in Korean restaurants, and to examine the effect of service encounter elements upon the customer`s trust, evaluation and behavioral intention. Based on total 767 samples obtained from the empirical research, this study reviewed reliability and fitness of research model and verified total 5 hypotheses using Amos program. As a result of empirical analysis, the physical environment, and interaction with employee and interaction with other customer as service encounter elements in Korean restaurants, were indicated to have positive influence upon customer`s trust. In the influence upon corporate evaluation, the physical environment and interaction with employee was surveyed to have positive influence. Also, customer`s trust had positive influence upon corporate evaluation. Customer`s trust and evaluation had positive influence upon behavioral intention. Limitations and future research directions are also discussed.

키워드

Service Encounter Elements Trust Evaluation Behavioral Intent Korean Restaurant Customer