Earticle

초록

영어

With the intense competition and the increased cost of attracting new customers, companies are more focusing their efforts on customer satisfaction and switching barriers. Switching barrier can be defined as any factor which makes it difficult or costly for consumers to change providers. Using data of customers of China hotels, we examine the structural relationships switching barriers, relationship commitment, switching intention and customer loyalty. The results indicate that alternative attractiveness, switching cost and interpersonal relationship consist of switching barriers. Alternative attractiveness and switching cost have negatively impact on switching intention, but switching cost has no significant impact on switching intention. We also find switching barriers have positively impact on relationship commitment. Our results also show alternative attractiveness and interpersonal relationships are positively relation to customer loyalty, but switching cost is not significantly relation to customer loyalty. In addition, we find relationship commitment negatively impact on switching intention and positively impact on customer loyalty. More results and implications are discussed toward the end.

목차

ABSTRACT
 I. 绪论
 II. 理论背景
  1. 转换障碍
  2. 关系承诺
  3. 转换意图
  4. 顾客忠诚度
 III. 研究假设
 IV. 研究方法
  1. 数据收集
  2. 变量测量
 V. 分析结果
  1. 信度效度检验
  2. 假设检验
 VI. 讨论与结论
 參考文獻

키워드

저자

• 鱼文英 [ 어문영 | 中国 延边大学经济管理学院旅游管理系 副教授 ]
• 娄迪 [ 루적 | 中国 延边大学经济管理学院旅游管理系 硕士研究生 ]
• 이주형 [ Joohyeong Lee | 경기대학교 관광대학 학장 교수 ] 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