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      호텔이용객의 서비스 품질과 관계의 질에 관한 연구 = A Study on Service Quality and Relationship Quality in the Hotel Industry

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      https://www.riss.kr/link?id=A106620361

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      다국어 초록 (Multilingual Abstract) kakao i 다국어 번역

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      This research examines the structural relationships among service quality and relationship quality in the hotel industry. The concept of service quality is examined, and a six factor structure (responsiveness, empathy, reliability, assurance, tangibles, and facilities) of hotel service quality is elucidated. These structures support the SERVQUAL structure of the general service industry.
      Service quality is an influence factor of relationship quality, when relationship quality is defined in terms of satisfaction and trust. When a customer feels satisfaction for the service quality factors of a hotel usage, a positive trust to the hotel is produced.
      Relationship between service quality and relation quality model shown by this research has the possibility of making hotel service more effective.
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      This research examines the structural relationships among service quality and relationship quality in the hotel industry. The concept of service quality is examined, and a six factor structure (responsiveness, empathy, reliability, assurance, tangible...

      This research examines the structural relationships among service quality and relationship quality in the hotel industry. The concept of service quality is examined, and a six factor structure (responsiveness, empathy, reliability, assurance, tangibles, and facilities) of hotel service quality is elucidated. These structures support the SERVQUAL structure of the general service industry.
      Service quality is an influence factor of relationship quality, when relationship quality is defined in terms of satisfaction and trust. When a customer feels satisfaction for the service quality factors of a hotel usage, a positive trust to the hotel is produced.
      Relationship between service quality and relation quality model shown by this research has the possibility of making hotel service more effective.

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