호텔 뷔페 레스토랑의 서비스 품질과 고객의 감정반응, 추천의도 및 이탈의도에 관한 연구 = A Study on the Hotel Buffet Restaurant's Service Quality, Emotional Reaction, Recommendation Intention, and Defection Intention of Customer

다국어 초록 (Multilingual Abstract)

This study investigated the hotel buffet restaurant's service quality, emotional reaction of customer, recommendation intention, and defection intention. The survey was conducted from January 3 to February 7 in 2011, and 400 respondents were used in the data analysis. As a results of this study, the hotel buffet restaurant's service quality was classified by the interaction, outcome, and physical environment quality. The emotional reaction of hotel buffet restaurant's customer was classified by the positive and negative emotion. The all factors of hotel buffet restaurant's service quality had a positive impact on positive emotion, while it had a negative impact on negative emotion. The positive emotion reaction of hotel buffet restaurant's customer had a positive impact on the recommendation intention, while the negative emotion had a negative impact on the recommendation intention. And the negative emotion had a positive impact on the defection intention in hotel buffet restaurants. In addition, there were partially differences in the service quality and emotional reaction by general characteristics. There were significant differences in the recommendation intention by marriage status and monthly income. Therefore, the hotel buffet restaurants have to design a strategy of service for increasing customer's positive emotion and recommendation intention.

참고문헌 (Reference)

1 이정실, "호텔레스토랑의 서비스 스케이프, 감정적 반응 그리고행동의도와의 관계- 부산지역 관광호텔 중심으로" 한국서비스경영학회 6 (6): 105-128, 2005

2 강병남, "호텔 뷔페 레스토랑의 서비스 품질이 고객 만족 및 충성도에 미치는 영향" 한국조리학회 15 (15): 161-172, 2009

3 김춘빈, "항공 기내식의 서비스 품질에 대한 고객 기대도와 인지도 측정" 한국식품영양학회 22 (22): 57-62, 2009

4 서용원, "한국인의 소비 정서 항목 개발을 위한 탐색적 연구" 한국소비자·광고심리학회 5 (5): 5-5, 2004

5 박정영, "한국 패밀리 레스토랑 서비스 품질 만족, 불만족 세부 요인에 관한 연구" 한국식품영양학회 20 (20): 509-515, 2007

6 김동진, "패밀리레스토랑의 지각된 대기시간이 부정적 감정반응에 미치는 영향 및 부정적 감정반응이 서비스품질평가와 이탈의도에 미치는 영향" 한국호텔관광학회 11 (11): 102-116, 2009

7 이장우, "패밀리레스토랑의 서비스품질 평가요인이 관계몰입과 재방문 의사에 미치는 영향에 관한 연구" 대한관광경영학회 24 (24): 265-284, 2009

8 김학재, "패밀리레스토랑 서비스품질 지각이 이미지, 만족에 미치는 영향에 관한 연구 - 감정의 조절 효과" 한국조리학회 13 (13): 115-126, 2007

9 박종화, "특 1급 호텔 뷔페레스토랑 이용객의 서비스 품질에 대한 만족이 재방문의도 및 구전효과에 미치는 영향 연구" 대한관광경영학회 22 (22): 309-330, 2007

10 유영진, "외식업체의 서비스 품질이 만족도, 추천의향, 재방문에 미치는 영향에 관한 연구: 국내ㆍ외 레스토랑 중심으로" 한국호텔관광학회 10 (10): 117-129, 2008

11 이정학, "레스토랑 서비스품질이 지각된 가치와 만족 및 행동의도에 미치는 영향관계 연구" 한국관광학회 31 (31): 97-118, 2007

12 정효선, "고급 한국음식 레스토랑의 서비스 품질, 고객의 감정적 반응 및 재방문의도와의 인과관계 연구" 한국식품조리과학회 26 (26): 129-137, 2010

13 Han HS, "The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the family restaurant industry" 33 : 487-510, 2009

14 Ryu K, "The effect of environmental perceptions on behavioral intentions through emotions: The case of upscale restaurants" 31 : 56-72, 2007

15 Jo MN, "The effect of customers' cognitive, emotional responses to service encounter on service loyalty formation in restaurants" Yonsei Uni 2006

16 Zeithaml VA, "The behavioral consequences of service quality" 60 : 31-46, 1996

17 Brady MK, "Some new thoughts on conceptualizing perceived service quality: A hierarchical approach" 65 : 34-49, 2001

18 Parasuraman A, "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality" 64 : 12-40, 1988

19 Cronin JJ, "Measuring service quality: A reexamination extension" 56 : 55-68, 1992

20 You JH, "Effects of the service quality of family restaurants on guest satisfaction and repurchase intention" 27 : 173-188, 2008

21 Watson D, "Development and validation of brief measures of positive and negative affect: The PANAS scales" 54 : 1063-1070, 1988

22 Stevens P, "DINESERV: A tool for measuring service quality in restaurants" 36 : 56-60, 1995

23 Kim WG, "Customers' cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type" ELSEVIER SCI LTD 28 (28): 144-156, 2009

24 Zeelenberg M, "Comparing service delivery to what might have been: Behavioral responses to regret and disappointment" 2 : 86-97, 1999

25 Ahn JS, "A study on hotel buffet restaurant's service quality, customer satisfaction and revisit purpose" 11 : 47-70, 2007

26 Dabholkar RA, "A measure of service quality for retail stores: Scale development and validation" 24 : 3-16, 1996