Earticle

초록

영어

Development of IT technologies and propagating Internet has brought a new change in business environment. ‘Internet’ is widely spotlighted as an emerging marketing channel, because it has no boundary of time and space, enables us to identify customer needs and share real-time feedbacks with others on the web, and has a great potential of higher availability in parallel with conventional offline data. Owing to development of Internet, consumers come to have more diversified needs and higher expectations than before and can collect a variety of information sources in easy and quick ways or choose a desired product just by clicking on the mouse. In the same context, companies put special em-phasis on the importance of understanding and managing customer relations as a means to more systematically manage consumers.Conclusively, it is advisable that follow-up studies on airline e-CRM should make de-tailed analysis on potential correlations among airline's online service quality, customer satisfaction and repurchase intention, and thereby analyze the aspect of demand and sup-ply in the creation of airline e-CRM. Furthermore, it is also recommended that follow-up studies focus more on possible ways to improve quality of Internet services in order to enhance airline customers' satisfaction and repurchase intention.

목차

Ⅰ. 서 론
 Ⅱ. 이론적 배경
  1 항공사 e-Marketing
  2. 항공사 e-Sales
  3. 항공사 e-Service
  4. 고객만족
  5. 재구매 의도
  6. 고객만족과 재구매 의도 관계
 Ⅲ. 연구모형 및 연구가설
  1. 연구모형 및 가설
  2. 표본 설정 및 조사방법
  3. 변수의 조작적 정의 및 설문지의 구성
 Ⅳ. 실증분석 및 분석결과
  1. 인구 통계학적 분석
  2. 측정도구의 신뢰도와 타당성 검증
  3. 가설검증
 Ⅴ. 결 론
 ABSTRACT
 참고문헌

저자

• 문경은 [ Moon, Kyung Eun | 경희대학교 호텔관광학과 석사졸업 ]
• 이경은 [ Lee, Kyung Eun | 경희대학교 호텔관광학과 박사수료 ]
• 박한 [ Park, Han | 세종대학교 호텔관광학과 박사과정 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광식음료경영연구 [Journal of Applied Tourism Food & Beverage Management and Research]

• 간기

  반년간

• pISSN

  1598-0871

• 수록기간

  1990~2012

• 십진분류

  KDC 326 DDC 338