ABSTRACT The Effects of Service Quality and Brand Asset on Customer Satisfaction, Customer Loyalty and Revisitation - Focused on the Domestic and Foreign Visitors to the A Resort - Shin, Junggil Department of Tourism Management The Graduate ...
다국어 입력
あ
ぁ
か
が
さ
ざ
た
だ
な
は
ば
ぱ
ま
や
ゃ
ら
わ
ゎ
ん
い
ぃ
き
ぎ
し
じ
ち
ぢ
に
ひ
び
ぴ
み
り
う
ぅ
く
ぐ
す
ず
つ
づ
っ
ぬ
ふ
ぶ
ぷ
む
ゆ
ゅ
る
え
ぇ
け
げ
せ
ぜ
て
で
ね
へ
べ
ぺ
め
れ
お
ぉ
こ
ご
そ
ぞ
と
ど
の
ほ
ぼ
ぽ
も
よ
ょ
ろ
を
ア
ァ
カ
サ
ザ
タ
ダ
ナ
ハ
バ
パ
マ
ヤ
ャ
ラ
ワ
ヮ
ン
イ
ィ
キ
ギ
シ
ジ
チ
ヂ
ニ
ヒ
ビ
ピ
ミ
リ
ウ
ゥ
ク
グ
ス
ズ
ツ
ヅ
ッ
ヌ
フ
ブ
プ
ム
ユ
ュ
ル
エ
ェ
ケ
ゲ
セ
ゼ
テ
デ
ヘ
ベ
ペ
メ
レ
オ
ォ
コ
ゴ
ソ
ゾ
ト
ド
ノ
ホ
ボ
ポ
モ
ヨ
ョ
ロ
ヲ
―
http://chineseinput.net/에서 pinyin(병음)방식으로 중국어를 변환할 수 있습니다.
변환된 중국어를 복사하여 사용하시면 됩니다.
예시)
- 中文 을 입력하시려면 zhongwen을 입력하시고 space를누르시면됩니다.
- 北京 을 입력하시려면 beijing을 입력하시고 space를 누르시면 됩니다.
А
Б
В
Г
Д
Е
Ё
Ж
З
И
Й
К
Л
М
Н
О
П
Р
С
Т
У
Ф
Х
Ц
Ч
Ш
Щ
Ъ
Ы
Ь
Э
Ю
Я
а
б
в
г
д
е
ё
ж
з
и
й
к
л
м
н
о
п
р
с
т
у
ф
х
ц
ч
ш
щ
ъ
ы
ь
э
ю
я
′
″
℃
Å
￠
￡
￥
¤
℉
‰
＄
％
Ｆ
￦
㎕
㎖
㎗
ℓ
㎘
㏄
㎣
㎤
㎥
㎦
㎙
㎚
㎛
㎜
㎝
㎞
㎟
㎠
㎡
㎢
㏊
㎍
㎎
㎏
㏏
㎈
㎉
㏈
㎧
㎨
㎰
㎱
㎲
㎳
㎴
㎵
㎶
㎷
㎸
㎹
㎀
㎁
㎂
㎃
㎄
㎺
㎻
㎽
㎾
㎿
㎐
㎑
㎒
㎓
㎔
Ω
㏀
㏁
㎊
㎋
㎌
㏖
㏅
㎭
㎮
㎯
㏛
㎩
㎪
㎫
㎬
㏝
㏐
㏓
㏃
㏉
㏜
㏆
서비스품질과 브랜드 자산이 고객만족, 고객충성도 및 재방문에 미치는 영향 : A리조트 내 · 외국인 방문객을 중심으로 = (The) effects of service quality and brand asset on customer satisfaction, customer loyalty and revisitation : focused on the domestic and foreign visitors to the A resort
한글로보기https://www.riss.kr/link?id=T13278925
- 저자
-
발행사항
강릉 : 關東大學校, 2013
- 학위논문사항
-
발행연도
2013
-
작성언어
한국어
-
KDC
326.392 판사항(5)
-
DDC
338.4791 판사항(21)
-
발행국(도시)
강원특별자치도
-
형태사항
ix, 140장 ; 26 cm
-
일반주기명
권말부록: 설문지
참고문헌: 장 98-112 -
소장기관
- 가톨릭관동대학교 중앙도서관
- 국립중앙도서관
- 가톨릭관동대학교 중앙도서관
-
0
상세조회 -
0
다운로드
인용문이 복사되었습니다.
부가정보
다국어 초록 (Multilingual Abstract)
ABSTRACT
The Effects of Service Quality and Brand Asset on Customer Satisfaction, Customer Loyalty and Revisitation
- Focused on the Domestic and Foreign Visitors to the A Resort -
Shin, Junggil
Department of Tourism Management
The Graduate School of Kwan-Dong University
Supervised by Professor Ji, Kyewoong
The studies about service quality and brand asset which have become the main subjects of study in the field of marketing have increasingly drawn the interest of academic community and related industries. Since well-established service quality and brand play the key role in maintaining decent relationship with customers, the construction of strong service quality and brand can be regarded as one of the top-notch methods in generating long-term profits. The service corporations not only recognize the importance of service quality and brand, but also make efforts to enhance service quality and brand power.
This study aims i) to understand the correlation between the components of service quality and brand asset that are formed from domestic visitors and foreign customers who visit A-Resort: the main resort for 2018 Pyeongchang Winter Olympic Games, ii) to examine the effects of customer satisfaction, customer loyalty, and revisitation in order to make distinguished academic contribution in the academic community through studies about efficient management and brand power reinforcement of service quality and brand management, and also iii) to provide working -level implication.
Comprehensive approaches and observations about each of the concepts and principles have been conducted through theories and preceding study examinations about service quality and brand asset: It was examined through empirically understanding the management method of service quality and brand asset with A-Resort as the model.
For empirical analysis, 500 copies (300 copies for Koreans and 200 copies for foreigners) were distributed for A-resort visitors, and 487 copies excluding 13 copies that were either inappropriate for survey or lacked reliability were used. As for the method of analysis, SPSS 18.0 for Window was used for reliability analysis and exploratory analysis for fundamental analysis and final test about the sample, and AMOS 18.0 was used for analysis for confirmatory factor analysis and structural equation model. The results of the study analysis can be summarized as follows.
First, the hypothesis testing that service quality would have a positive (+) effect on brand asset was found out to be partially significant. Among the elements of service quality, the tangibility was found out to be effective on all of brand awareness, image, and association, whereas credibility was only effective on brand image, responsiveness on brand image, and empathy on all of brand awareness, image, and association. Accordingly, it was found out that tangibility and empathy that makes it possible to feel sense of kinship with customers were found out to have notable effect on brand asset. In addition, it was found out that credibility and responsiveness had huge effect on formation of brand image.
Second, the hypothesis testing that service would have a positive (+) effect on customer satisfaction was found out to be significant. This implies that customers may either be satisfied or not satisfied depending on the service quality.
Third, the hypothesis testing that service quality will have a positive (+) effect on customer loyalty was found out to be partially significant. It implies that only reliability among service quality factors is found out to be significant on customer loyalty and that higher reliability increases customer loyalty.
Fourth, the hypothesis testing that brand asset would have a positive (+) effect on customer satisfaction was found out to be partially significant. It was found out that on brand image among the brand asset factors was significant on customer satisfaction. It implies that image increases customer satisfaction relatively more than brand awareness or association.
Fifth, the hypothesis testing that brand asset would have a positive (+) effect on customer loyalty was found out to be partially significant. It was found out that only brand image among the brand asset factors was significant on customer loyalty. Just as customer satisfaction, image can be the part that increase customer loyalty compared to awareness or association.
Sixth, the hypothesis testing that customer satisfaction would have a positive (+) effect on customer loyalty was found out to be significant. This implies that the more satisfied the customer, the higher loyalty about the service is revealed.
Seventh, the hypothesis testing that customer satisfaction would have a positive (+) effect on revisitation was found out to be significant. What this shows is that customers would pay a visit again to purchase satisfied service when they need to purchase the service again.
Lastly, the hypothesis testing that customer loyalty would have a positive (+) effect on revisitation was found out to be significant. This is the last testing of the hypothesis that shows the correlation of customer satisfaction, customer loyalty and revisitation, and it implies that if customer loyalty is increased, they would pay the visit again when they use the resort.
In conclusion, it was found out that the customer satisfaction through the management of service quality and brand asset contributes to customer loyalty and revisitation of customers for using the resort again which thereby results in increasing number of regular customers, and in case of brand asset, it was the time to manage and change brand image since brand image plays the key role in customer satisfaction and customer loyalty. Although A-resort is regarded as an important resort in 2018 Pyeongchang Winer Olympic Games without having studies about service quality and brand power reinforcement, this study has given fundamental ground for improvin
The Effects of Service Quality and Brand Asset on Customer Satisfaction, Customer Loyalty and Revisitation
- Focused on the Domestic and Foreign Visitors to the A Resort -
Shin, Junggil
Department of Tourism Management
The Graduate School of Kwan-Dong University
Supervised by Professor Ji, Kyewoong
The studies about service quality and brand asset which have become the main subjects of study in the field of marketing have increasingly drawn the interest of academic community and related industries. Since well-established service quality and brand play the key role in maintaining decent relationship with customers, the construction of strong service quality and brand can be regarded as one of the top-notch methods in generating long-term profits. The service corporations not only recognize the importance of service quality and brand, but also make efforts to enhance service quality and brand power.
This study aims i) to understand the correlation between the components of service quality and brand asset that are formed from domestic visitors and foreign customers who visit A-Resort: the main resort for 2018 Pyeongchang Winter Olympic Games, ii) to examine the effects of customer satisfaction, customer loyalty, and revisitation in order to make distinguished academic contribution in the academic community through studies about efficient management and brand power reinforcement of service quality and brand management, and also iii) to provide working -level implication.
Comprehensive approaches and observations about each of the concepts and principles have been conducted through theories and preceding study examinations about service quality and brand asset: It was examined through empirically understanding the management method of service quality and brand asset with A-Resort as the model.
For empirical analysis, 500 copies (300 copies for Koreans and 200 copies for foreigners) were distributed for A-resort visitors, and 487 copies excluding 13 copies that were either inappropriate for survey or lacked reliability were used. As for the method of analysis, SPSS 18.0 for Window was used for reliability analysis and exploratory analysis for fundamental analysis and final test about the sample, and AMOS 18.0 was used for analysis for confirmatory factor analysis and structural equation model. The results of the study analysis can be summarized as follows.
First, the hypothesis testing that service quality would have a positive (+) effect on brand asset was found out to be partially significant. Among the elements of service quality, the tangibility was found out to be effective on all of brand awareness, image, and association, whereas credibility was only effective on brand image, responsiveness on brand image, and empathy on all of brand awareness, image, and association. Accordingly, it was found out that tangibility and empathy that makes it possible to feel sense of kinship with customers were found out to have notable effect on brand asset. In addition, it was found out that credibility and responsiveness had huge effect on formation of brand image.
Second, the hypothesis testing that service would have a positive (+) effect on customer satisfaction was found out to be significant. This implies that customers may either be satisfied or not satisfied depending on the service quality.
Third, the hypothesis testing that service quality will have a positive (+) effect on customer loyalty was found out to be partially significant. It implies that only reliability among service quality factors is found out to be significant on customer loyalty and that higher reliability increases customer loyalty.
Fourth, the hypothesis testing that brand asset would have a positive (+) effect on customer satisfaction was found out to be partially significant. It was found out that on brand image among the brand asset factors was significant on customer satisfaction. It implies that image increases customer satisfaction relatively more than brand awareness or association.
Fifth, the hypothesis testing that brand asset would have a positive (+) effect on customer loyalty was found out to be partially significant. It was found out that only brand image among the brand asset factors was significant on customer loyalty. Just as customer satisfaction, image can be the part that increase customer loyalty compared to awareness or association.
Sixth, the hypothesis testing that customer satisfaction would have a positive (+) effect on customer loyalty was found out to be significant. This implies that the more satisfied the customer, the higher loyalty about the service is revealed.
Seventh, the hypothesis testing that customer satisfaction would have a positive (+) effect on revisitation was found out to be significant. What this shows is that customers would pay a visit again to purchase satisfied service when they need to purchase the service again.
Lastly, the hypothesis testing that customer loyalty would have a positive (+) effect on revisitation was found out to be significant. This is the last testing of the hypothesis that shows the correlation of customer satisfaction, customer loyalty and revisitation, and it implies that if customer loyalty is increased, they would pay the visit again when they use the resort.
In conclusion, it was found out that the customer satisfaction through the management of service quality and brand asset contributes to customer loyalty and revisitation of customers for using the resort again which thereby results in increasing number of regular customers, and in case of brand asset, it was the time to manage and change brand image since brand image plays the key role in customer satisfaction and customer loyalty. Although A-resort is regarded as an important resort in 2018 Pyeongchang Winer Olympic Games without having studies about service quality and brand power reinforcement, this study has given fundamental ground for improvin
ABSTRACT
The Effects of Service Quality and Brand Asset on Customer Satisfaction, Customer Loyalty and Revisitation
- Focused on the Domestic and Foreign Visitors to the A Resort -
Shin, Junggil
Department of Tourism Management
The Graduate School of Kwan-Dong University
Supervised by Professor Ji, Kyewoong
The studies about service quality and brand asset which have become the main subjects of study in the field of marketing have increasingly drawn the interest of academic community and related industries. Since well-established service quality and brand play the key role in maintaining decent relationship with customers, the construction of strong service quality and brand can be regarded as one of the top-notch methods in generating long-term profits. The service corporations not only recognize the importance of service quality and brand, but also make efforts to enhance service quality and brand power.
This study aims i) to understand the correlation between the components of service quality and brand asset that are formed from domestic visitors and foreign customers who visit A-Resort: the main resort for 2018 Pyeongchang Winter Olympic Games, ii) to examine the effects of customer satisfaction, customer loyalty, and revisitation in order to make distinguished academic contribution in the academic community through studies about efficient management and brand power reinforcement of service quality and brand management, and also iii) to provide working -level implication.
Comprehensive approaches and observations about each of the concepts and principles have been conducted through theories and preceding study examinations about service quality and brand asset: It was examined through empirically understanding the management method of service quality and brand asset with A-Resort as the model.
For empirical analysis, 500 copies (300 copies for Koreans and 200 copies for foreigners) were distributed for A-resort visitors, and 487 copies excluding 13 copies that were either inappropriate for survey or lacked reliability were used. As for the method of analysis, SPSS 18.0 for Window was used for reliability analysis and exploratory analysis for fundamental analysis and final test about the sample, and AMOS 18.0 was used for analysis for confirmatory factor analysis and structural equation model. The results of the study analysis can be summarized as follows.
First, the hypothesis testing that service quality would have a positive (+) effect on brand asset was found out to be partially significant. Among the elements of service quality, the tangibility was found out to be effective on all of brand awareness, image, and association, whereas credibility was only effective on brand image, responsiveness on brand image, and empathy on all of brand awareness, image, and association. Accordingly, it was found out that tangibility and empathy that makes it possible to feel sense of kinship with customers were found out to have notable effect on brand asset. In addition, it was found out that credibility and responsiveness had huge effect on formation of brand image.
Second, the hypothesis testing that service would have a positive (+) effect on customer satisfaction was found out to be significant. This implies that customers may either be satisfied or not satisfied depending on the service quality.
Third, the hypothesis testing that service quality will have a positive (+) effect on customer loyalty was found out to be partially significant. It implies that only reliability among service quality factors is found out to be significant on customer loyalty and that higher reliability increases customer loyalty.
Fourth, the hypothesis testing that brand asset would have a positive (+) effect on customer satisfaction was found out to be partially significant. It was found out that on brand image among the brand asset factors was significant on customer satisfaction. It implies that image increases customer satisfaction relatively more than brand awareness or association.
Fifth, the hypothesis testing that brand asset would have a positive (+) effect on customer loyalty was found out to be partially significant. It was found out that only brand image among the brand asset factors was significant on customer loyalty. Just as customer satisfaction, image can be the part that increase customer loyalty compared to awareness or association.
Sixth, the hypothesis testing that customer satisfaction would have a positive (+) effect on customer loyalty was found out to be significant. This implies that the more satisfied the customer, the higher loyalty about the service is revealed.
Seventh, the hypothesis testing that customer satisfaction would have a positive (+) effect on revisitation was found out to be significant. What this shows is that customers would pay a visit again to purchase satisfied service when they need to purchase the service again.
Lastly, the hypothesis testing that customer loyalty would have a positive (+) effect on revisitation was found out to be significant. This is the last testing of the hypothesis that shows the correlation of customer satisfaction, customer loyalty and revisitation, and it implies that if customer loyalty is increased, they would pay the visit again when they use the resort.
In conclusion, it was found out that the customer satisfaction through the management of service quality and brand asset contributes to customer loyalty and revisitation of customers for using the resort again which thereby results in increasing number of regular customers, and in case of brand asset, it was the time to manage and change brand image since brand image plays the key role in customer satisfaction and customer loyalty. Although A-resort is regarded as an important resort in 2018 Pyeongchang Winer Olympic Games without having studies about service quality and brand power reinforcement, this study has given fundamental ground for improvin
목차 (Table of Contents)
- 목 차
- 표 목 차 ⅳ
- 그림목차 ⅵ
- 논문개요 ⅶ
- 목 차
- 표 목 차 ⅳ
- 그림목차 ⅵ
- 논문개요 ⅶ
- 제1장 서 론 1
- 제1절 연구의 필요성 및 목적 1
- 1. 연구의 필요성 1
- 2. 연구목적 4
- 제2절 연구범위 및 연구방법 5
- 1. 연구범위 5
- 2. 연구방법 7
- 제2장 이론적 고찰 8
- 제1절 A리조트 및 2018 평창동계올림픽 현황 8
- 1. A리조트 현황 8
- 2. 2018 평창동계올림픽 현황 및 개최효과 10
- 제2절 서비스품질 12
- 1. 서비스품질의 개념 12
- 2. 서비스품질의 특성 13
- 3. 서비스품질의 측정요인 15
- 제3절 브랜드 자산 19
- 1. 브랜드 이미지 22
- 2. 브랜드 인지도 23
- 3. 브랜드 연상 24
- 제4절 고객만족 및 고객 충성도, 재방문 26
- 1. 고객만족 26
- 2. 고객 충성도 30
- 3. 재방문 33
- 제5절 변수 간의 관계에 대한 선행연구 37
- 1. 서비스품질과 브랜드 자산, 고객만족 37
- 2. 브랜드 자산과 고객만족, 고객 충성도 42
- 3. 고객만족과 고객 충성도, 재방문 47
- 4. 고객 충성도와 재방문 52
- 제3장 연구 설계 54
- 제1절 연구모형 및 가설설정 54
- 1. 연구모형 54
- 2. 가설설정 55
- 제2절 조사 설계 60
- 1. 예비조사 60
- 2. 조사개요 61
- 3. 변수의 조작적 정의 62
- 4. 설문지 구성 65
- 제4장 실증분석 67
- 제1절 기술통계 분석 67
- 1. 인구통계학적 특성 67
- 2. 이용행태 69
- 제2절 신뢰성과 타당성 검증 71
- 1. 서비스품질 요인분석 및 신뢰도 분석 72
- 2. 브랜드 자산 요인분석 및 신뢰도 분석 75
- 3. 고객만족과 고객 충성도, 재방문 요인분석 및 신뢰도 분석 78
- 4. 측정변수 간의 상관관계 분석 84
- 제3절 가설의 검증 85
- 1. 가설의 검증 85
- 제5장 결 론 93
- 제1절 연구결과의 요약 93
- 제2절 연구결과의 시사점 95
- 제3절 연구의 한계점 97
- * 참고문헌 * 98
- * ABSTRACT * 113
- * 설 문 지 * 117
참고문헌 (Reference)
1. Review, Marketing Science Institute, , 1989
2. Service marketing, Zeithmal V.A, , 1997
3. Dimensions of tourism, Fridgen, Joseph, Educational Institute, American Hotel & Motel Association, , 1991
4. Managing Brand Equity, P.H.Farquhar, , 1989
5. Comtemporary Advertising, Aren, Bovee, , 1992
6. Whence Consumer Loyalty?, Richard L.Oliver, , 1999
7. 2013. 1. 20, 보도자료, 강원도청, "2013. 1. 20, , 2013
8. The Value of Brand Equity, Aaker, , 1992
9. Rediscovering Satisfaction, Mick, Fournier, , 1999
10. 알펜시아 현황 자료, 강원도개발공사, , 2013
1. Review, Marketing Science Institute, , 1989
2. Service marketing, Zeithmal V.A, , 1997
3. Dimensions of tourism, Fridgen, Joseph, Educational Institute, American Hotel & Motel Association, , 1991
4. Managing Brand Equity, P.H.Farquhar, , 1989
5. Comtemporary Advertising, Aren, Bovee, , 1992
6. Whence Consumer Loyalty?, Richard L.Oliver, , 1999
7. 2013. 1. 20, 보도자료, 강원도청, "2013. 1. 20, , 2013
8. The Value of Brand Equity, Aaker, , 1992
9. Rediscovering Satisfaction, Mick, Fournier, , 1999
10. 알펜시아 현황 자료, 강원도개발공사, , 2013
11. Marketing Management, 7th ed, Kotler, , 1993
12. The Theory of Buyer Behavior, Sheth, Jagdish N, The Theory of Buyer Behavior, , 1969
13. 사회과학 조사방법론, 채서일, 法文社, , 1990
14. http://www.tour.go.kr/main.asp, 관광지식정보시스템, , 2013
15. Do We Really Need Brand Equity?, Feldwick, , 1996
16. Loyalty: A Strategic Commitment, Brown, Stowe, , 1998
17. Customer Loyalty: How to Earn It, Griffin, Customer Loyalty: How to Earn I t, , 1995
18. The Marketing of Service Quality, Lewis, H.Booms, , 1983
19. A Choice Set Model of RetailSelection, Susan, Sewall, , 1987
20. Past Experience and Tourism Decisions, Marzursky, , 1989
21. 21C 경쟁력 브랜드 매니지먼트, 현소은, 노장오, , 2004
22. (Amos 18.0) 구조방정식모형 분석, 김계수, 한나래아카데미, Amos 18.0 구조방정식모형 분석, , 2010
23. Structural quations with latent variables, Bollen,K.A., Structural equations with latent variables, , 1989
24. A Critical Review of Consumer Satisfaction, 이유재, , 1990
25. Exploring the Concept ofLoyalty in Services, Czepiel, , 1987
26. Mesuring Brand Equity Across Products &Markets, Aaker, , 1996
27. Satisfaction Is Nice, But Value Drives Loyalty, Neal, "Satisfaction is nice, , 1999
28. Quality and Value in the Consumption Experience, Holbrook, Kim.P.Corfman, , 1985
29. Source of Consumer Satisfaction with Retailoutlets, Westbrook, , 1981
30. 외식산업 브랜드 자산 구성 요인 연구, 이지호(Lee Ji-Ho), 이종주(Lee Jong-Joo), 한국관광학회, "관광학연구, , 2006
31. Satisfaction:a BehavioralPerspective on theConsumer, Richard, Satisfaction: A Behavioral Perspective on theConsumer, , 1997
32. http://www.pyeongchang2018.com/horizon/kor/index.asp, 2018 평창동계올림픽대회 조직위원회, , 2013
33. A Service Quality Model and Its Marketing Implication, Gr?nroos.C, A Service Quality Model and its Marketing Implication, , 1984
34. Customer-Based Brand: Evidence fromthe Hotel Industry, Kayaman, , 2007
35. 서비스품질에서의 기대변화에 관한 연구, 김준호, , 2005
36. Brand Synthesis:TheMultidimensionality ofBrandKnowledge, Keller, Brand Synthesis: The Multi dimensionality of BrandKnowledge, , 2003
37. Models of consumer satisfaction formation: An extension, Wilton, Tse, , 1988
38. 고객만족의 결과변수에 대한 이론적 연구, 李侑載, 韓國經營硏究所, , 1994
39. Customer Value: The Next Source of Competitive Advantage, Woodruff, Customer Value: The Next Source Of CompetitiveAdvantage, , 1997
40. Measuring service quality: A reexamination and extension, Cronin Jr. J. J., Cronin, J. J., Cronin,J. Joseph, Cronin, J. J. Jr., Measuring Service Quality: AReexamination And Extension, , 1992
41. 2018평창동계올림픽개최 타당성조사 보고서, 산업연구원, , 2008
42. Brand Equity: A perspective on its meaning and measurement, Srivastava, Shocker, , 1991
43. 브랜드자산 구성요소간의 관계에 관한 연구, 정성태, , 2006
44. Customer Loyalty: Toward an Integrated Conceptual Framework, Dick,A.S., Customer loyalty: Toward an integratedconceptual framework, , 1994
45. A TQM approach to curriculum development intourism management, Pritchard, , 1993
46. 외식기업 브랜드 자산구성 요인간의 관계연구, 조용범 ( Yong Bum Cho ), 김영훈 ( Young Hun Kim ), 한국조리학회, , 2008
47. The Effect of Variety-Seekingon Customer Retention in Services, Yague, Berne, , 2001
48. An Investigation into the Determinants of Customer Satisfaction, Gilbert A.Churchill, , 1982
49. Individual and Structural Determinants of EnvironmentalPractice, Biel, , 2003
50. MultivariateAnalysisofBrandLoyaltyfor Major Household Appliances, Werbel, Newman, , 1973
51. Marketing Brand Equity: Capitalizing on the Value of a Brand Name, Aaker, , 1997
52. 브랜드자산, 태도, 재방문의도간의 구조모형분석, 현용호, 남장현, "브랜드자산, , 2008
53. A national customer satisfaction barometer:The Swedish experience., Fornell,C., A National Customer Satisfaction Barometer: TheSwedish Experience, , 1992
54. Conceptualizing meas using and managing customer-based brand equity, Keller, , 1993
55. 호텔경영형태별 브랜드 자산 구성요소의 인과관계, 정선태, , 2009
56. Cognitive, Affective And Attribute Base of TheSatisfaction Responses, Oliver, "Cognitive, , 1993
57. Modeling Customer Satisfaction Processes Using Experience-Based Norms, Woodruff, Jenkins, , 1983
58. Store Shopping Experience and Consumer Price-Quality-Value Perceptions, Daniel J.Howard, Roger A.Kerin, , 1992
59. ZMET를 이용한 호텔의 브랜드 자산가치 평가 척도개발, 김연선, , 2004
60. A multistage model ofcustomer' assessments of service quality and value, J.H.Drew, Bolton, , 1991
61. International Affective Influence of ConsumerSatisfaction with Products, Westbrook, , 1980
62. Marketing of Services: Proceedings of the AmericanMarketing Association, Guseman, , 1981
63. Measurement and Evaluation of Satisfaction Processes in Retail Settings, Richard L.Oliver, Measurement and Evaluation of Satisfaction Processesin Retail Settings, , 1981
64. The Inference of StoreEnvironment on Quality Inferences and Store Image, Parasuraman, Baker, , 1994
65. 서비스품질을 통한 고객충성도 형성요인에 관한 연구, 최동오, 한국산업경제학회, "산업경제 연구, , 2006
66. 호텔서비스 품질이 고객만족과 재방문에 미치는 영향, 김용규, , 2009
68. Brand Familarity andAdvertising :Effectson theEvokedSetandBrandPreference, Prakash Nedugadi, William, , 1986
69. Keeping an Eye on The Mirror: Image and Identity in Organization Adaption, J.M.Dukerich, Dutton, Keeping an Eye on The Mirror:Image and Identity in Organization Adaption, , 1991
70. 골프장 서비스 환경이 재 방문 의사결정에 미치는 영향, 박영남, 임태성, 한국체육학회, "박사학위논문, , 2004
71. 외식 브랜드 이미지, 고객만족, 고객충성도의 영향관계, 강병남, 김형준, "외식 브랜드 이미지, , 2004
72. 호텔의 브랜드자산이 고객만족과 재방문에 미치는 영향, 이성각(Lee Sung-Gag), 대한관광경영학회, , 2009
73. The Effect of Brand and Price Information on Subjective Product Evaluations, William B.Dodds, Kent B.Monroe, , 1985
74. Analysis Service Quality in theHospitality Industry Using the SERVQUAL Model, Ryan Chris, Saleh, , 1991
75. Customer Satisfaction, Market Share, and Profitability: Findings From Sweden, Eugene W.Anderson, CustomerSatisfaction Market Share and Profitability: Findings from Sweden, , 1994
76. Service Management and Marketing : Managing the Truth in Service Competition, Gr?nroos, , 1990
77. 패밀리 레스토랑 브랜드 이미지의 영향 요인에 관한 연구, 강재일, , 1998
78. Servicescapes: The Impact of Physical Surroundings on Customers and Employees, Mary Jo Bitner, Servicescapes : The Impact of Physical Surroundingson Customers and Employees, , 1992
79. A cognitive model of the antecedents and consequences of satisfaction decisions, OliverR.L, A cognitive model of the antecedents and consequencesof satisfaction decisions, , 1980
80. Characteristics of Memory Associations:A Consumer-based Brand Equity Perspective, Krishnan, Characteristics of memory associations: A consumerbased brand equity perspective, , 1996
81. Consumer Perception of Price and Value: aMean-end Model and Synthesis of Evidence, Zeithaml, , 1988
83. 해양리조트 서비스품질과 여행객 이미지,충성도, 재방문 관계, 김학신, 이재형, 박용범, "해양리조트 서비스품질과 여행객 이미지, , 2005
84. Encounter Satisfaction Versus OverallSatisfaction Versus Quality in Service Quality, Bitner, Hurbert, , 1994
85. Tourism Image,Evaluation Variables and After- Purchase Behaviour:Inter-Relationship, S?nchez, Bign?, "Tourism Image, , 2001
86. 방한 중국인 관광객의 관광 목적지 선택 및 재방문에 관한연구, 천이에, , 2010
87. Store Environment andConsumer Purchase Behavior : Mediating Role of ConsumerEmotions, Smith R.B, Sherman, , 1997
88. 승용차 A/S의 기대불일치가 고객만족에 미치는 영향에 관한연구, 이동진, 김준호, 승용차 A/S의 기대불일치가 고객만족에 미치는 영향에관한연구, , 2004
89. 패밀리레스토랑의 물리적 환경이 고객가치에 미치는 영향 연구, 한진수(Han, Jin Soo), 현경석(Hyun, Kyung Suk), 한국서비스경영학회, , 2008
90. Servqual: A multiple-item scale for measuring consumer perceptions of service quality, 정일환, SERVQUAL: AMultiple-Item Scale for Measuring Consumer Perceptions of ServiceQuality, , 1988
91. 외식기업 물리적 환경이 고객만족과 재방문 의도에 미치는 영향, 이승익, , 2010
92. 한류가 한국의 관광지 이미지와 관광객 의사결정에 미치는 영향, 서용구, 서용건, 한국관광학회, "관광학연구, , 2004
93. 공동브랜드 마케팅믹스전략이 고객만족 및 충성도에 미치는영향, 김기평, , 2011
94. 외식기업 물리적환경이 고객만족과 재방문의도 미치는영향 연구, 성태종, 김기진, , 2011
95. The Structure of Buyer Behavior in ConsumerBehavior in Consumer: Theory and Application, Howard, , 1974
97. 호텔기업의 서비스품질이 고객충성도에 미치는 영향에 관한 연구, 김중연, 경기대학교 국제대학원, "석사학위논문, , 2003
98. Evaluating Service Encounters: The Effects ofPhysical Surroundings And Employee Reponses, Bitner, , 1990
99. 고객기반 브랜드 자산의 구성요소가 브랜드 친숙성에 미치는 영향, 남윤형, 건국대학교, 고객기반 브랜드자산의 구성요소가 브랜드 친숙성에 미치는영향, , 2006
100. 자원기반이론을 통한 요가센터의 고객만족과 고객충성도 결정요인, 김찬미, , 2006
101. 호텔레스토랑의 관계혜택의 하위차원이 고객충성도에 미치는 영향, 안우규, 한국관광서비스학회, , 2003
102. 스포츠이벤트 브랜드자산과 고객만족, 브랜드태도, 지속참여의관계, 류동수, 한국체육학회, "스포츠이벤트 브랜드자산과 고객만족, , 2012
103. 서비스품질이 고객 만족과 충성도에 미치는 영향: 커피전문점을중심으로, 강찬호, , 2012
104. 브랜드 이미지 유형의 새로운 패러다임과 커뮤니케이션 요인에 관한 연구, 김유경, 한국광고학회, , 2004
106. 스포츠산업, 경영학: 골프장 서비스 환경이 재방문의사결정에 미치는 영향, 임태성, 박영남, 한국체육학회, "스포츠산업, , 2004
107. 패밀리레스토랑 브랜드와 서비스품질이 고객만족 및 재방문에미치는 영향, 유동수, , 2005
108. The Impact ofSwitching Costs on the Customer Satisfaction-Loyalty Link:Mobile Phone Service in France, Feick, Lee, , 2001
109. 커피전문점의 브랜드자산이 매장이미지, 고객만족 및 충성도에 미치는 영향, 박영승, "커피전문점의 브랜드 자산이 매장이미지, , 2009
110. 리조트 호텔의 브랜드 자산이 고객만족과 신뢰 및 고객 충성도에 미치는 영향, 박성규, , 2011
111. 호텔레스토랑의 브랜드자산이 고객만족과 신뢰 및 고객충성도에 미치는 영향, 이시후, 계명대학교 경영대학원, , 2009
112. 호텔 브랜드 자산의 구성요소가 재구매와 구전효과에 미치는 영향에 관한 연구, 서원석, 김미경, 대한관광경영학회, "관광연구, , 2003
113. 프랜차이즈 레스토랑의 브랜드자산이 프랜차이즈 만족에 미치는 영향에 관한 연구, 김관식, , 2005
114. 외식기업의 문화마케팅전략이 브랜드태도에 따라 고객만족과 충성도에 미치는 영향, 한인경, 경기대학교 일반대학원, , 2011
116. 재중국 골프장 소비자의 지각된 서비스 품질이 고객만족과재방문의도에 미치는 영향, 마소봉, , 2010
118. 최초 방문자와 재방문자간의 지역 축제 동기,만족과 행동의도,지역문화 인식 비교연구, 장양례, "최초 방문자와 재방문자간의 지역 축제 동기, , 2007
119. 호텔-고객 상호 관계적 브랜드 자산에 따른 호텔 브랜드태도및 이용충성도에 관한 연구, 신정하, , 2010
122. 서비스품질과 브랜드이미지가 고객만족도에 미치는 영향: 중국해양도시 소비자 중심으로, 조욱남, , 2010
123. 호텔산업에서의 브랜드자산에 관한 연구: 브랜드자산의 선행변수와 결과변수를 중심으로, 임순호, , 2007
124. 레크리에이션 스쿠버다이빙 리조트의 마케팅믹스 요인이 충성도 및 재구매에 미치는 영향, 박명국, 한국여가레크리에이션학회, "한국여가레크레이션학회지, , 2005
125. 의료관광상품의 고객가치가 고객만족 및 고객충성도에 미치는 영향 : 전환장벽의 조절효과, 인성호, , 2012
126. 리조트호텔의 물리적 환경이 서비스품질 및 고객만족과 경영성과에 미치는 영향에 관한 연구, 조성길, , 2010
127. 호텔기업의 브랜드자산이 고객충성도에 미치는 영향에 관한 연구: 중저가 체인호텔을 중심으로, 최영철, , 2008
128. 호텔 고객자산이 방한 외국인의 고객충성도에 미치는 영향 : 브랜드 지식의 조절효과를 중심으로, 박현정, 세종대학교 대학원, , 2013
129. Achieving Competitive Advantage through CustomerValue: Exploring Mass Customization as a strategy for ServiceOrganizations Beckett, Blodgett, , 1996
131. 서비스 품질이 고객만족과 재구매 의도 및 구전 커뮤니케이션에 미치는 영향: 원격교육연수를 중심으로, 송종태, , 2003
132. 호텔서비스 회복 및 품질이 관계의 질, 만족도와 충성도에미치는 영향: 소비자 관여도의 조절효과를 중심으로, 김신창, "호텔서비스 회복 및 품질이 관계의 질, , 2011
133. 호텔브랜드 마케팅, 브랜드자산 및 고객만족의영향관계 연구: 서울지역 특급호텔을 이용하는 내국인 중심으로, 김화진, 김호성, 한진수, "호텔브랜드 마케팅, , 2009
134. 한식당 선택요인이 고객만족 및 충성도에 미치는 영향과 효율성 비교연구: 국내 한식 체인레스토랑을 중심으로, 박헌진, 이준혁, , 2011
135. 고급 한정식 종업원의 조직 만족 및 충성도가 서비스품질과 고객만족 및 재구매 의도에 미치는 영향에 관한 연구, 박대섭, 김두복, 김영환, , 2007
139. 서비스품질이 만족도 및 웅성도의 행위적 반응에 미치는 영향에 관한 연구: 이동통신 서비스 사용자 특성의 조절효과를 중심으로, 이병휘, , 2004
140. 외식프랜차이즈 서비스품질과 브랜드자산이 고객만족과 충성도에 미치는 영향에 관한 연구 : 프랜차이즈 피자전문점을 중심으로, 박경임, , 2008
141. 고객기반 축제 브랜드자산 모델과 브랜드자산 가치 영향요인으로서의 축제서비스품질 규명: 2009 인천세계도시축전 사례를 중심으로, 김철원, 김종갑, 오정학, , 2010
분석정보
이 자료와 함께 이용한 RISS 자료
나만을 위한 추천자료
