호텔 식음료 서비스품질 구성요인이 고객감정과 고객만족, 재방문의도에 미치는 영향

• 영문명: The Effects of the Components of Hotel Food and Beverage Service Quality on Customer Emotions, Customer Satisfaction and Revisit Intentions.
• 발행기관: 관광경영학회
• 저자명: 오흥진 박용민
• 간행물 정보: 『관광경영연구』제19권 제3호, 127~149쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2015.07.31

영문 초록

As a result of an empirical analysis in this study, nine out of 13 subordinate hypotheses of five key hypotheses were selected. The results of hypothesis testing can be summarized as follows: Based on the results of an analysis of the effects that the service quality components of hotel food and beverages have on customer emotions, satisfaction, and revisit intentions, it was demonstrated that the service quality components had an impact on customers’ positive and negative emotions. The detailed analysis showed that customer service and physical environments had a significant positive correlation and also had a significant negative effect on negative emotions. Service capabilities had a positive effect on customers’ positive emotions, but it did not affect negative emotions. Food and beverage products did not have an impact on customers’ positive emotions, but had a positive effect on their negative emotions. The analysis of effects of customer emotions on revisit intentions revealed that positive emotions had a positive impact on customer satisfaction, whereas negative emotions did not influence revisit intentions. It can be concluded that the basic components necessary for hotel food and beverage service quality are perceived responsiveness, service capabilities, food and beverage products and physical environments. A strategy should be developed to create internal communication programs based on the empirical analysis results in this study.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구 설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Service Quality Customer Emotions Customer Satisfaction Revisit Intentions