호텔기업의 서비스 보증이 지각된 위험과 고객만족에 미치는 영향에 관한 연구

• 영문명: A Study on the Influence of Service Guarantees of Hotel Enterprise on Perceived Risk and Customer Satisfaction
• 발행기관: 대한관광경영학회
• 저자명: 장병주 윤대균
• 간행물 정보: 『관광연구』제19권 제3호, 163~181쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2005.02.28

영문 초록

In on-site of marketing, a strategy called ‘guarantee marketing’ appears on the dining-out industry and modern chained supermarkets which center on the fast food business. The strategy makes the customer have trust in such service and satisfies customer's desire, at last, makes the customer loyal to their product. Such marketing strategy is evaluated as success. There is no case that Korean hotel enterprise applied such guarantee strategy before. They don't directly use the expression of service guarantee on various advertisements to be utmost customer satisfaction, but they make an effort to suggest that there is a guarantee in their service. According to the result, 3 hypotheses were selected from 1 research hypotheses proposed in this study. The concrete contents were; First, service guarantee exerted negative influence on perceived risk. Second, the perceived risk didn't influence on customer satisfaction. Third, service guarantee didn't influence on customer satisfaction

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 조사설계

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

서비스 보증 지각된 위험 고객만족