Earticle

초록

영어

As a result of an empirical analysis in this study, nine out of 13 subordinate hypotheses of five key hypotheses were selected. The results of hypothesis testing can be summarized as follows: Based on the results of an analysis of the effects that the service quality components of hotel food and beverages have on customer emotions, satisfaction, and revisit intentions, it was demonstrated that the service quality components had an impact on customers’ positive and negative emotions. The detailed analysis showed that customer service and physical environments had a significant positive correlation and also had a significant negative effect on negative emotions. Service capabilities had a positive effect on customers’ positive emotions, but it did not affect negative emotions. Food and beverage products did not have an impact on customers’ positive emotions, but had a positive effect on their negative emotions. The analysis of effects of customer emotions on revisit intentions revealed that positive emotions had a positive impact on customer satisfaction, whereas negative emotions did not influence revisit intentions. It can be concluded that the basic components necessary for hotel food and beverage service quality are perceived responsiveness, service capabilities, food and beverage products and physical environments. A strategy should be developed to create internal communication programs based on the empirical analysis results in this study.

목차

ABSTRACT
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 호텔 식음료서비스 품질의 구성요인
  2. 고객감정
  3. 고객만족과 재방문의도
 Ⅲ. 연구 설계
  1. 가설의 설정
 Ⅳ. 실증분석
  1. 표본의 특성
  2. 측정변수의 타당성 분석
  3. 가설의 검증
 Ⅴ. 결론
 참고문헌

키워드

저자

• 오흥진 [ HeungJin Oh | 신한대학교 글로벌관광경영학과 조교수 ]
• 박용민 [ YongMin Park | 신한대학교 글로벌관광경영학과 조교수 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338