연구논문(硏究論文) : 고객접점서비스와 서비스질의 관계: 서울시내 특1급 호텔의 중식당을 중심으로 = Research Articles : Relationships between Service Encounter and Service Quality

다국어 초록 (Multilingual Abstract)

The purpose of this paper is to determine the relationships between service encounter and service quality in Korean super deluxe hotels` F&B outlets. The factor analyses identified four service encounter factors (service competency, service listening, service effectiveness, and service enthusiasm) and five service quality factors (tangibles, reliability, responsiveness, assurance, and convenience). Canonical correlation analysis examined the relationships between service encounter factors and service quality factors, and two meaningful canonical variates were generated. The higher correlation was found between service competency, service listening, service effectiveness, and service enthusiasm from the service encounter and tangibles, reliability, responsiveness, assurance and convenience from the service quality. And the managerial implications of these results for service encounter and service quality are examined.