서비스스케이프가 사후평가에 미치는 영향분석에 관한 연구 -경남지역 숙박산업의 영업활성화 방안을 중심으로-

• 영문명: A Study on the Effect Analysis of Servicescape on the Post Evaluation: Centered Plan to Improve Business of Hospitality Industry in Gyeongnam
• 발행기관: 한국농촌지도학회
• 저자명: 구정대(Jung Dae Goo) 전용수(Yong Soo Cheon)
• 간행물 정보: 『농촌지도와 개발』18권 3호, 409~434쪽, 전체 26쪽
• 주제분류: 농수해양 > 기타농수해양
• 파일형태: PDF
• 발행일자: 2011.09.30

영문 초록

The main purpose of this study was to examine the effects of servicescape on post evaluation of hospitality industry in Gyeongnam. Customers of deluxe hotels in Gyeongnam were selected for a questionnaire survey. To achieve the study objective, 253 valid questionnaires were statistically analyzed, using frequency analysis, factor, reliability analysis and regression analysis. The results of the multiple regression analysis indicated that five of servicescape factors had significant impact on customer satisfaction and customer retention. The servicescape factors partially exerted a positive influence on word-of-mouth intention. The result of the simple regression analysis also indicated that the customer satisfaction had very significant impact on customer retention and word-of-mouth intention.

키워드

서비스스케이프 Servicescape 사후평가 Post Evaluation 숙박산업 Hospitality Industry