호텔 레스토랑에서 관계효익이 고객만족과 고객의 자발적 행동에 미치는 영향에 관한 연구

• 영문명: The Effect of Relational Benefits on Customer Satisfaction, and Customer Voluntary Performance in the Hotel Restaurant
• 발행기관: 한국관광학회
• 저자명: 최병호 김성혁 이용기
• 간행물 정보: 『관광학연구』제31권 제5호, 271~293쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.10.31

영문 초록

This study examines the effect of relational benefits on customer satisfaction (with employees and restaurants), and customer voluntary performance (customer loyalty, cooperation, and participation) in the hotel restaurant context using LISREL 8.5 W. The results can be summarized as follows: first, the perception of psychological, special treatment, and social benefits are positively associated with employee satisfaction. Second, the perception of psychological and special treatment benefits are positively associated with restaurant satisfaction. Third, the customer satisfaction with employees is positively associated with the customer satisfaction with the restaurant. Finally, the customer satisfaction with employees and restaurants is positively associated with customer loyalty, cooperation, and participation.

목차

I. 서론

II. 이론적 배경

III. 실증연구를 위한 준비

IV. 분석과 결과

V. 결론

참고문헌

키워드

관계효익 고객만족 고객의 자발적 행동 호텔 레스토랑 Relational benefits customer satisfaction customer voluntary performance hotel restaurant