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스크린골프장 이용고객이 지각하는 서비스회복 공정성과 고객신뢰, 고객만족 및 구매행동과의 구조적관계
김성겸(Sung Kyeom Kim),서봉한(Bong Han Seo),이태용(Tae Yong Lee) 한국사회체육학회 2013 한국사회체육학회지 Vol.0 No.53
The purpose of this study is to seek out what relationship the Fairness of Service Recovery Recognized by the Users of Indoors Screen Golf Club has with the Customer Trust, Customer Satisfaction, and Purchase Behavior respectively. To obtain the purpose of this study, as the subject for the final analysis of this study, 366 respondents are selected, by the convenient sampling method, at 10 Indoors Screen Golf Clubs located in ‘D’ Metropolitan city, ‘P’ Metropolitan city, or ‘U’ Metropolitan city in South Korea. In addition, through the structural equation model, we conclude as follows: First, the Fairness of Service Recovery has a positive effect on the Customer Trust. Second, the Customer Trust has a positive effect on the Customer Satisfaction. Third, the Customer Trust has a positive effect on the Purchase Behavior. Finally, the Customer Satisfaction has a positive effect on the Purchase Behavior.