패밀리 레스토랑 이미지와 LOHAS 이미지가 고객만족, 관계품질 및 고객충성도에 미치는 영향

• 영문명: The Effects of Family Restaurant and LOHAS Images on Customer Satisfaction, Relationship Quality, and Customer Loyalt
• 발행기관: 한국외식경영학회
• 저자명: 김영자(Young Ja Kim) 김동진(Dong Jin Kim)
• 간행물 정보: 『외식경영연구』13권 4호, 33~57쪽, 전체 25쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.10.30

영문 초록

This study expanded previous studies of image by exploring the effects of family restaurant and LOHAS images on customer satisfaction, relationship quality, and customer loyalty with the application of existing family restaurant image and LOHAS image which is recently emerging. It was found that both restaurant and LOHAS images have significant effects on customer satisfaction and relationship quality. Also, the results showed that customer satisfaction has a direct and indirect influence on relationship quality and customer loyalty, while relationship quality has a direct influence on customer loyalty. Finally, it has been found that a restaurant and LOHAS images have indirect influences on customer loyalty through customer satisfaction and relationship quality. Overall, it can be concluded that customers recognize not only existing restaurant image, but also LOHAS image, which focuses on the whole society, as corporate image.

키워드

Restaurant Image LOHAS Image Customer Satisfaction Relationship Quality Customer Loyalty