환대산업에 있어서의 고객충성도 유형별 형성경로 및 후속 행동의도

• 영문명: The Formation and Consequences of Customer Loyalty in the Hospitality Industry: True Loyalty vs Spurious Loyalty
• 발행기관: 한국관광학회
• 저자명: 이화인
• 간행물 정보: 『관광학연구』제30권 제1호, 337~358쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2006.02.28

영문 초록

Previous studies on brand loyalty mostly have focused on either behavioral aspects or attitudinal aspects of customer loyalty spectrum. This study however examines the discrepancies between the customer loyalty formation process and consequences of true loyalty(TL) and spurious loyalty(SL). A phenomenological depth interview revealed that bases and determinants of brand loyalty differ depending upon the types of loyalty, and the consequences of TL and SL do not coincide. Customer satisfaction, perceived value, relational benefits, commitment, brand involvement, and trust were identified as core determinants of TL, whereas customer satisfaction, perceived value, customer characteristics, market characteristics contribute to the formation of SL. TL was found to have more tenacious effects on positive WOM, relationship intention, and resistance to competitive alternatives than SL.

목차

I. 서론

II. 이론적 배경

III. 연구방법

IV. 연구결과

V. 결론

참고문헌

키워드

고객충성도 진정한 충성도 의사충성도 충성도 형성경로 후속행동의도