호텔 이용 고객의 서비스 접점 성과에 대한 척도 검증

다국어 초록 (Multilingual Abstract)

The study was conducted to verify measurement scale of performance on service encounter in hotels. Prior research studying hotel service performance measurement used the measurement of overall performance without discrimination of service encounter by Gronroos`s(1984) “Service Quality” or Parasuraman, Berry, & Zeithaml`s(1985)“SERVQUAL Model”. However, recent research suggests that it need to classify service encounter at a hotel for more efficient measurement of service performance. Thus, in the current research, we regarded service performanceas Rust & Oliver`s(1994) service itself, physical environment, interaction and service encounter in a hotel as front, room, restaurant, subsidiary facilities, and public space according to antecedent research. To this end, from 19th Feb. to 18th Mar, 2013, an online survey by panel groups of research company was conducted with respondents who experienced all facilities of hotel including subsidiary facilities. A total of 404 were used for final data analysis. Analysis results showed that room was the most contributing factor that explains service itself. Also, room and subsidiary facilities were found to be the important variables for physical environment of service. And it seemed that subsidiary facilities was the most important variable to explain service interaction. Based on these findings, the theoretical and practical implications were further discussed.

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