외식업체 서비스제공자의 커뮤니케이션 스타일이 고객만족과 충성도에 미치는 영향

• 발행기관: 한국외식경영학회
• 저자명: 이혁진(Hyuk Jin Lee) 최화열(Hwa Yeo Choi)
• 간행물 정보: 『외식경영연구』13권 3호, 333~356쪽, 전체 24쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.06.30

영문 초록

Even though communication is very important on restaurant service, relevant studies are relatively inactive. This study was conducted to find how the communication styles of the restaurant service providers affect the customer satisfaction and loyalty. The detailed result of the study is as following. First, component factors of communication styles are classified as four kinds; reliability, specialty, manageability and kindliness. Among these factors, only maintenance of constant relationship, sympathy creation, reliability styles including comfortable mood and integrity, enough information provided and professional communication, offering customers detailed and thorough explanation, were appeared to have good impacts on customer satisfaction. Secondly, after analyzing communication styles of the restaurant service providers on customers loyalty, it was shown that reliability and specialty have positive impacts on loyalty as they do on satisfaction. On the other hand, manageability style using extreme words during conversation or showing masterful attitude was presented to bring negative impact. The results meet the results of previous studies which said that customer satisfaction has good impacts such as an intention of customer to visit the restaurant next time or to recommend the place to others.

키워드

Restaurant Business Service Provider Communication Style Customer Satisfaction Loyalty