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호텔 이용객의 고객경험이 긍정적 감정, 고객감동, 재방문의도에 미치는 영향 연구
백림정(Bai, Lin-zheng),한진수(Han, Jin-Soo) 한국호텔외식관광경영학회 2015 한국호텔외식경영학회 학술발표논문집 Vol.- No.-
The purpose of this study is to identify the structural relationship among hotel customers experience, customer emotion, customer delight and revisit intention. Data were collected from the customer who have used five star deluxe hotels from April 13 to 23 2015, and finally 227 questionaries were analyzed. To test the hypotheses, structural equation model is employed. The results are as followed. First, customer experience has a positive impact on customer emotion and customer delight. Second, customer emotion affects on customer delight. Third, customer emotion and delight have a positive impact on revisit intention. In addition, strategies that arouse customer delight are discussed.