지각된 서비스 경험과 재방문의도 관계에서 서비스 신뢰와 감정적 몰입의 인과적 역할: 종업원 공감성의 조절 효과 = The Causal Role of Service Trust and Affective Commitment in the Relationship Between Perceived Service Experience and Revisit Intention: The Moderating Effect of Employee Empathy

다국어 초록 (Multilingual Abstract)

The purpose of this study was to confirm the causal role of service trust and affective commitment in influencing the revisit intention of customers who experienced hotel service, and to verify the moderating effect of employee empathy on the relationship among perceived service experience, service trust, and affective commitment. This study conducted a survey of 317 consumers who had experienced hotel services and verified the research hypotheses presented in this study through structural equation modeling (SEM). The study results showed that perceived service experience significantly influenced service trust and affectiv commitment, but not revisit intention. And service trust significantly influenced both affective commitment and revisit intention, and affective commitment significantly influenced revisit intention. Perceived service experience influenced affective commitment depending on the level of employee empathy, but employee empathy did not moderate the relationship between perceived service experience and service trust. This study is significant in that it investigated the causal role of relationship quality in the relationship between hotel service users' perceived service experience and revisit intention, and confirmed the moderating effect of employee empathy on the relationship between perceived service experience and relationship quality factors.