고객접점서비스와 서비스질의 관계

• 영문명: Relationships between Service Encounter and Service Quality
• 발행기관: 한국외식경영학회
• 저자명: 고재윤(Ko Jae Youn) 정용해(Chung Yong Hae) 이상건(Lee Sang Gun)
• 간행물 정보: 『외식경영연구』9권 4호, 143~164쪽, 전체 22쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2006.12.31

영문 초록

The purpose of this paper is to determine the relationships between service encounter and service quality in Korean super deluxe hotels' F&B outlets. The factor analyses identified four service encounter factors (service competency, service listening, service effectiveness, and service enthusiasm) and five service quality factors (tangibles, reliability, responsiveness, assurance, and convenience). Canonical correlation analysis examined the relationships between service encounter factors and service quality factors, and two meaningful canonical variates were generated. The higher correlation was found between service competency, service listening, service effectiveness, and service enthusiasm from the service encounter and tangibles, reliability, responsiveness, assurance and convenience from the service quality. And the managerial implications of these results for service encounter and service quality are examined.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 조사설계

Ⅳ. 실증분석

Ⅴ. 결론 및 시사점

참고문헌

키워드

Service Encounter Service Quality Super Deluxe Hotels