외식고객의 지각된 관계효익과 고객충성도의 관계: 서울 특1급 호텔레스토랑과 패밀리레스토랑 고객을 중심으로

• 발행기관: 한국외식경영학회
• 저자명: 고재윤(Jae Youn Ko) 김현영(Hyun Young Kim) 성혜진(Hye Jin Sung) 서성원(Sung Won Seo)
• 간행물 정보: 『외식경영연구』13권 3호, 175~195쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.06.30

영문 초록

This study examines the relationship between eating-out customer`s perceived relational benetfits and customer loyalty and it also purported to verifivate of the difference between customer`s perceived relational benefits and customer loyalty in the hotel and family restaurant context using the SPSS Win. Ver. 11.5 statistical package. First, Correlation between relational benefits and customer loyalty was verified relational benefits` social benefits, psychology benefits and cusiomization benefits related elements manifested significant Canonical Correlations with all the three customer loyalty elements when it comes to the cognitive loyalty, Affective & Conative loyalty and Action loyalty. Secondly, verifivation of the difference between customer`s perceived relational benefits and customer loyalty following the business type was conducted. The results show that there is difference in three(social benefits, psychology benefits and cusiomization benefits) relational benefits elements and all customer loyalty elements.

키워드

Relational Benefits Customer Loyalty