Earticle

초록

영어

This study has researched the relationship between image formation and service recovery justice that customers of hotel restaurant recognize and verified how the hotel image contribute to customer loyalty by ensuring service recovery justice. According to these purpose, the survey aimed at 386 samples has conducted for one month from May 14th to June 14th in 2018 and the implications were deduced as follows. First, the service recovery justice customers of restaurant recognize proved to have stronger influence on cognitive image than emotional image in the formation of hotel image. Second, when it comes to the effects of the service recovery justice customers of restaurant on hotel image, it has a strong effect on interactional justice; especially, it significantly influence a cognitive image. Lastly, in the relationship between hotel image customers of hotel restaurant recognize and customer loyalty to a hotel, emotional image has stronger influence. This study has a significant implication in that it focused on the formation of hotel image by service recovery justice aimed at customers of hotel restaurant based on existing researches. However, this study has a limitation in that it limits the image to cognitive and emotional image and its generalization is not perfect because of defective sampling. The consideration on various hotel images is required in further studies. If a variety of performance variables are utilized in addition to customer loyalty, it would provide academic and practical implications for the service improvement of hotel restaurant.

목차

ABSTRACT
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 서비스회복공정성
  2. 호텔이미지
  3. 고객충성도
 Ⅲ. 연구설계
  1. 연구모형 및 연구가설
  2. 구성개념 간 관계 및 가설 설정
  3. 자료수집 및 분석방법
 Ⅳ. 실증분석
  1. 표본의 특성
  2. 측정항목 신뢰성 및 타당성 검정 결과
  3. 가설의 검증
 Ⅴ. 결론
 참고문헌

키워드

저자

• 김세리 [ Seri Kim | 캘리포니아호텔, 호텔부티크나인 본부장 ]

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