Earticle

초록

영어

This study sought to examine whether customer empathy for Vietnamese hotel services influences the formation of rapport between customers and employees and improves customer citizenship behavior. Accordingly, in this study, customer empathy includes sub-elements such as cognitive empathy and emotional empathy, and Rapport viewed enjoyable relationship and personal commitment as inherent. For verification, an empirical analysis was conducted on a total of 447 samples. As a result of the verification, among the sub-elements of customer empathy for Vietnamese hotel services, emotional empathy had a positive effect on both enjoyable relationship and personal commitment, which are sub-elements of Rapport. On the other hand, cognitive empathy was found to have a positive effect only on enjoyable relationship. Additionally, rapport between customers and Vietnamese hotel employees was found to have a significant impact on customer citizenship behavior. The results of this study point out the limitations of cognitive empathy in building rapport because rapport between employees and customers plays an important role in the Vietnamese hotel industry, and suggest strategic implications for improving emotional empathy.

목차

Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구모형 및 가설설정
Ⅳ. 연구방법
Ⅴ. 실증분석
Ⅵ. 결론 및 제언
참고문헌

키워드

저자

• 정갑연 [ Jeong, Gap-Yeon | 국립안동대학교 무역학과 부교수 ] 제1저자
• 배문규 [ Bae, Moon-Gyu | 국립안동대학교 무역학과 강사 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  무역통상학회지 [Journal of Korea Research Association of International Commerce]

• 간기

  격월간

• pISSN

  1738-4354

• 수록기간

  2001~2025

• 등재여부

  KCI 등재

• 십진분류

  KDC 326 DDC 380