체험품질이 고객만족에 미치는 영향 = The Influence of Experience Quality On Customer Satisfaction

다국어 초록 (Multilingual Abstract)

The specific goals of this study are as follows: First, we develop the items to measure the quality of rural tourism experience based on the Pine and Gilmore's experience economy theory and related literatures. Second, we examine the quality of experience is more important than it of service as Pine and Gilmore suggested. Third, we investigate which experience quality factors are more important in the farm tourism. Finally, we investigate the quality of experience affect on the visitors satisfaction. The results show that the importance of experience quality was more high than the service quality importance among the farm tourists. The effect of the four kinds of experience quality factors on customer satisfaction appears statistically significant. And the quality of experience results in very important factor affecting on the visitors satisfaction.

다국어 초록 (Multilingual Abstract)

The specific goals of this study are as follows: First, we develop the items to measure the quality of rural tourism experience based on the Pine and Gilmore's experience economy theory and related literatures. Second, we examine the quality of experience is more important than it of service as Pine and Gilmore suggested. Third, we investigate which experience quality factors are more important in the farm tourism. Finally, we investigate the quality of experience affect on the visitors satisfaction. The results show that the importance of experience quality was more high than the service quality importance among the farm tourists. The effect of the four kinds of experience quality factors on customer satisfaction appears statistically significant. And the quality of experience results in very important factor affecting on the visitors satisfaction.

목차 (Table of Contents)

• Abstract
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구 방법
• Ⅳ. 분석결과
• Ⅴ. 결론
• 참고문헌

참고문헌 (Reference)

1 하동현, "테마파크에서의 체험요소에 관한 연구 - Pine과 Gilmore의 체험경제이론(Experience Economy)을 중심으로 -" 한국사진지리학회 19 (19): 37-47, 2009

2 박수경, "체험 요소(4Es)가 체험즐거움, 만족도, 재방문에 미치는 영향: Pine과 Gilmore의 체험경제이론(Experience Economy)을 중심으로" 한국방송광고공사 (76) : 55-78, 2007

3 최영창, "청소년 농촌체험관광의 서비스품질, 만족도 및 충성도의 구조분석" 한국청소년정책연구원 18 (18): 239-261, 2007

4 윤선진, "자연에서의 체험 활동에 중점을 둔 미적 체험 활동 프로그램 개발연구" 인천교육대학교 2002

5 박종원, "여성전문병원의 서비스품질과 고객만족에 관한 연구" 경기대학교 2001

6 고동우, "선행 관광행동 연구의 비판적 고찰 ; Annals of Tourism Research의 연구논문을 중심으로" 22 (22): 207-229, 1998

7 윤희정, "도시민의 농촌어메니티자원 체험욕구 분석" 한국조경학회 36 (36): 28-37, 2008

8 하동현, "대구ㆍ경북 외래 관광객의 체험이 체험의 즐거움, 체험만족 및 애호도에 미치는 영향 - Pine과 Gilmore의 체험경제이론(Experience Economy)을 중심으로 -" 대한관광경영학회 24 (24): 359-380, 2009

9 윤유식, "농촌관광마을 방문객 선호체험프로그램과 방문만족도 및 성과에 관한 연구: 강원도 농촌관광마을 방문객을 중심으로" 한국호텔관광학회 10 (10): 237-251, 2008

10 김상현, "농촌관광 체험활동이 서비스품질 만족과 농촌마을에 대한 태도 변화에 미치는 영향" 경기대학교 2008

11 강신겸, "녹색성장과 녹색관광 추진 전략 경남발전" 2009

12 고동우, "관광의 심리적 체험과 만족감의 관계" 고려대학교 1998

13 Pine Ⅱ, B. J., "Welcome to the Experience Economy" 97-10, 1998

14 Prentice, R. C., "Tourism as Experience: The Case of Heritage Parks" 25 (25): 12-14, 1998

15 Prentice, R. C., "Tourism Motivation and typolpgiesm In A Companion to Tourism" Pergamon 261-279, 2004

16 Turner, V., "The conter out there: pilgrim's goal" 12 : 191-230, 1973

17 Pine Ⅱ, B. J., "The Experience Economy : Work is Theatre & Every Business a Stage" HBS Press 1998

18 Page, S., "The Business of Rural Tourism: International Perspectives" International Thomson Business Press 1997

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

20 Oh, H, "Measuring Experience Economy "Concepts: Tourism Applications" 46 (46): 119-132, 2007

21 Moscardo, G. M., "Historic theme parks: an australian experience in authenticity" 13 : 467-479, 1986

22 Bolton, R. N., "A Longitudinal Analysis of the Impact of Service Change on Customer Attitude" 55 : 1-9, 1964