외식기업의 KCSI와 KNPS가 경영성과에 미치는 영향

• 영문명: An Effect of the KCSI and KNPS on Management Performance of the foodservice company
• 발행기관: 관광경영학회
• 저자명: 구원일
• 간행물 정보: 『관광경영연구』제22권 제5호, 109~124쪽, 전체 16쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2018.09.30

영문 초록

The purpose of this study is to confirm the effect of KCSI and KNPS on the management performance of the food service companies. In order to improve the management performance of the company, we propose the necessity of customer satisfaction and customer referral. The following conclusions were drawn. First, the management performance index of the food service companies are positive (+) value. Most of the food service companies are SMEs, and they operate with good debt ratio and tangible assets. Second, the items related to management performance are five items including KCSI and KNPS. Since management performance can be enhanced through management of indicators, it can be seen as a strategy to be pursued continuously. Therefore, it can be concluded that customer satisfaction can be increased to connect with customer recommendation, and as a result, it can be maintained as a continuous company by increasing management performance.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Foodservice Company Customer Satisfaction Referral Management performance Korean Customer Satisfaction Index(KCSI) Korean Net Performance Score(KNPS)