호텔 브랜드 자산 속성이 고객의 지각된 가치와 재방문 의도에 미치는 영향

다국어 초록 (Multilingual Abstract)

Little research has been done to measure customer-based brand equity in the hospitality industry, especially in the lodging segment. This study validates Yoo and Donthu`s three-dimension brand equity model which was drawn from Aaker and Keller`s (1990) multidimensional brand equity scale (MBE). Evidence was gathered through a consumer survey in the upscale hotels in China, measuring cognitive and behavioral brand equity at the individual hotel customer level. The relative importance of the dimensions of hotel brand equity in relation to customers` overall evaluation of the hotel brand equity, as well as its impact on customers` perceived value of the hotel and the likelihood of returning to the same hotels are also examined in this study. Three dimensions, brand awareness/association, perceived quality and brand loyalty of the customer-based hotel brand equity have been identified as expected, without deleting any of the items in the original scale. Regression analysis was conducted to examine the relationships between the constructs in the proposed model. Brand awareness/association was identified to be the most important factor in influencing customer-based overall hotel brand equity. In addition, other hypothesized relationships, like overall brand equity is positively related to the customers`` revisit intention were all supported by the results.