酒店转换障碍和关系承诺对转换意图和顾客忠诚度的影响研究

• 영문명: The Effects of Switching Barriers of Hotel and Relationship Commitment on Switching Intention and Customer Loyalty
• 발행기관: 관광경영학회
• 저자명: 鱼文英 娄迪 이주형
• 간행물 정보: 『관광경영연구』제21권 제3호, 257~270쪽, 전체 14쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2017.05.31

영문 초록

With the intense competition and the increased cost of attracting new customers, companies are more focusing their efforts on customer satisfaction and switching barriers. Switching barrier can be defined as any factor which makes it difficult or costly for consumers to change providers. Using data of customers of China hotels, we examine the structural relationships switching barriers, relationship commitment, switching intention and customer loyalty. The results indicate that alternative attractiveness, switching cost and interpersonal relationship consist of switching barriers. Alternative attractiveness and switching cost have negatively impact on switching intention, but switching cost has no significant impact on switching intention. We also find switching barriers have positively impact on relationship commitment. Our results also show alternative attractiveness and interpersonal relationships are positively relation to customer loyalty, but switching cost is not significantly relation to customer loyalty. In addition, we find relationship commitment negatively impact on switching intention and positively impact on customer loyalty. More results and implications are discussed toward the end.

목차

I. 绪论

II. 理论背景

III. 研究假设

IV. 研究方法

V. 分析结果

VI. 讨论与结论

參考文獻

키워드

Switching Barrier Relationship Commitment Customer Loyalty Switching Intention