호텔 종사원의 고객지향성이 고객만족과 고객충성도에 미치는 영향 - 대구ㆍ경북지역 호텔뷔페레스토랑을 중심으로 -

다국어 초록 (Multilingual Abstract)

This study empirically analyzed the influence of hotel buffet restaurant employees’ customer orientation on customer satisfaction and customer loyalty and the influence of customer satisfaction on customer loyalty based on the existing precedent studies in the customer service of employees in hotel buffet restaurants. The result of this study showed that customer orientation (service empathy) had statistically significant positive (+) influences on customer satisfaction and customer loyalty. And, it showed that customer satisfaction had statistically significant positive (+) influences on customer loyalty. On the other hand, it showed that customer orientation (service competence) of hotel buffet restaurants had positive (+) influences on customer satisfaction and customer loyalty, but there was no statistically significance in both relations. Therefore, it is necessary to suggest programs for improving customer orientation in hotel buffet restaurants, the food service industry, food industry departments, and to prepare a strategy for strengthening service empathy with customers for promoting customer satisfaction.

목차 (Table of Contents)

• ABSTRACT
• I. 서론
• II. 이론적 배경
• 1. 고객지향성
• 2. 고객만족
• 3. 고객충성도
• III. 연구내용 및 방법
• 1. 연구모형
• 2. 가설 설정
• 3. 변수의 조작적 정의
• 4. 자료수집 및 분석방법
• IV. 연구결과
• 1. 표본의 일반적인 특성
• 2. 타당성 및 신뢰도 검증
• 3. 가설검증
• V. 결론
• 참고문헌

참고문헌 (Reference)

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