부가적 서비스 이점이 전환비용인지와 고객충성도에 미치는 영향

• 영문명: Effects of supplementary benefits on cost switching recognition and customers' loyalty -A case of family restaurant customers in Korea
• 발행기관: 한국외식경영학회
• 저자명: 정현영(Chung Hyun Young)
• 간행물 정보: 『외식경영연구』11권 3호, 299~319쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2008.09.30

영문 초록

The purpose of this study is to analyze how the supplementary benefits provided by food service operations affect to the customer's switching cost recognition. In this study the relationship between switching cost recognition and customer loyalty is also analyzed. Repeating customers of Korean restaurants were selected for the sample of this study and the collected data were processed with regression analysis. With empirical study this study found that three types of supplementary benefits out of four positively affected to customer's switching cost recognition. The hypotheses of a positive relationship between switching cost recognition and customer loyalty was also supported and had a significant meaning.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 고찰 및 가설의 설정

Ⅲ. 연구조사설계

Ⅳ. 분석결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

Switching cost Supplementary benefits Loyalty