Earticle

초록

영어

In the increasingly fierce competition airlines are making various efforts to maintain long-term relationships with customers and create repurchases by establishing their own differentiated strategies. As part of these efforts, they try to provide experiences for customers different from other airlines. And the experiential value that customers perceive is getting more important as a marketing strategy of airline services. So the present study aims to empirically analyze the relationship between the experiential value of airline service and the relationship quality and how the relationship quality formed by the experiential value affects customer loyalty in order to analyze the impact of the experiential value of airline service on the relationship quality and customer loyalty. The conclusions of this study are as follows: First of all service excellence and enjoyment of the experiential value factors were found to have a significant effect on the commitment among relationship quality factors. Second only enjoyment was found to have a significant effect on satisfaction among relationship quality factors. Third all factors of the experiential value such as consumer utility service excellence and enjoyment were analyzed to have a significant effect on trust among relationship quality factors. Finally all relationship quality factors such as commitment satisfaction and trust were found to have a significant effect on customer loyalty.

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 경험적 가치
2. 관계품질
3. 고객 충성도
Ⅲ. 연구설계
1. 연구모형
2. 연구가설
3. 변수의 조작적 정의 및 측정
4. 자료의 수집 및 분석
Ⅳ. 분석결과
1. 표본의 특성
2. 측정 개념의 신뢰성 및 타당성 검토
3. 가설 검증
Ⅴ. 결론
참고문헌

키워드

저자

• 황낙건 [ Rakgun Hwang | 경기대학교 서비스경영전문대학원 교수 ] 주저자
• 김소형 [ Sohyung Kim | 재능대학교 항공서비스학과 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