호텔 서비스의 고객가치가 고객만족 및 구매 후 행동에 미치는 영향 연구

다국어 초록 (Multilingual Abstract)

The aim of this study is to examine the structure among customer value, satisfaction, repurchase intention and recommendation intention. Especially, this view posits customer value as a uni-dimensional construct that can be measured simply by asking respondents to rate the perceived value in making their purchases. Other approach has suggested that this conceptualization of customer value is a multidimensional construct in which a variety of notions such as quality, reputation, emotional response, monetary cost, and behavioral cost. Data collected from 10 five-star hotels in Jeju island and the subjects were 423 travelers who had a purpose of leisure, sports, recreation and viewing. Results from testing the hypotheses using SEM shows that the model performs well. The result suggests that the customer value influenced satisfaction directly and affects on repurchase intention and recommendation indirectly.

참고문헌 (Reference)

1 최정길, "호텔 경영학" 21세기사 2005

2 Sheth, J. N., "Why we buy what we buy: a theory of consumption values" 22 : 159-170, 1991

3 Gallarza, M., "Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students' travel behavior" 27 (27): 437-452, 2006

4 Kaufman, J. J., "Value Management: Creating Competitive Advantage, Best Management Practices Series" Crisp Publications 1998

5 Varki, S., "The role of price perceptions in an integrated model of behavioral intentions" 3 (3): 232-240, 2001

6 Sweeney, J. C., "The role of perceived risk in the quality-value relationship: a study in a retail environment" 75 (75): 77-105, 1999

7 Ryu, K., "The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions" 27 : 459-469, 2008

8 Parasuraman, A., "The impact of technology on the quality-value-loyalty chain; a research agenda" 28 (28): 168-174, 2000

9 Dodds, W. B., "The effects of price, brand, and Store Information on Buyers' Product Evaluations" 28 : 307-319, 1991

10 De Ruyter, J. K., "The dynamics of the service delivery process: a value-based approach" 14 : 231-243, 1997

11 Sanchez-Fernandez, R., "The concept of perceived value: a systematic review of the reseach" 7 (7): 427-451, 2007

12 Zeithmal, V. A., "The behavioral consequences of service quality" 60 : 31-46, 1996

13 Horovitz, J., "The Seven Secrets of Service Strategy" Financial Times-Prentice Hall 2000

14 Baker, J., "The Influence of Multi Store Environment Cues on Perceived Merchandise Value and Patronage Intentions" 66 (66): 120-141, 2002

15 Grewal, D., "The Effect of Store Name, Brand Name, and Price Discounts on Consumers' Evaluations and Phrchase Intentions" 74 : 331-352, 1998

16 Treacy, M., "The Discipline of Market Leaders" HarperCollins 1995

17 Jayanti, R., "Service value determinantation: an integrative perspective" 3 (3): 5-25, 1996

18 Oh, H., "Service quality, customer satisfaction, and customer value: A holistic perspective" 18 : 67-82, 1999

19 Oliver, R. L., "Satisfaction: A behavioral perspective on the consumer" Irwin/McGraw-Hill 1997

20 Naumann, E., "Reframing Business: When the Map Changes The Leadscape" John Wiley &, Chichester 2001

21 Sanchez, J., "Perceived value of the purchase of a tourism product" 27 (27): 394-409, 2006

22 Patterson, P., "Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business service context: an empirical examination" 8 (8): 414-434, 1997

23 Chen, S-C., "Modeling store loyalty: perceived value in market orientation practice" 20 (20): 188-198, 2006

24 Ulaga, W., "Measuring customer-perceived value in business markets: a prerequisite for marketing strategy development and implementation" 30 (30): 525-540, 2001

25 Gale. B. T., "Managing customer value" The Free Press 1994

26 Woodruff, R. B., "Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction" Blackwell 1996

27 Lee, C-K., "Investigation the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ" 28 : 204-214, 2007

28 Chen, C-F., "How destination image and evaluative factors affect behavioral intentions?" 28 : 1115-1122, 2007

29 Liu, A. H., "Examining customer value perceptions of organizational buyers when sourcing from multiple vender" 58 : 559-568, 2005

30 Oh, H., "Diner's perception and disconfirmation on post-exposure product evaluations:an alternative interpretation" 62 (62): 480-486, 2000

31 Petrick, J. F., "Development of a multi-dimensional scale for measuring the perceived value a service,"" 34 (34): 119-134, 2002

32 Choi, T. Y., "Determinants of hotel guests' satisfaction and repeat patronage in the Hong Kong hotel industry" 20 : 277-297, 2001

33 Spiteri, J. M., "Customer value, overall satisfaction, end-user loyalty, and Market performance in detail intensive industries" 33 (33): 675-687, 2004

34 Mcdougall, G. H. G., "Customer satisfaction with service: putting perceived value into the equation" 14 (14): 392-410, 2000

35 Eggert, A., "Customer perceived value; a substitute for satisfaction in business markets?" 17 (17): 107-118, 2002

36 Woodruff, R. B., "Customer Value:The Next Source of Competitive Advantage" 25 : 139-153, 1997

37 Nasution, H. N., "Customer Value in the hotel industry: What managers believe they deliver and what customer experience" 27 : 204-213, 2008

38 Bojanic, D. C., "Consumer perceptions of price, value and satisfaction in the hotel industry: an exploratory study" 4 (4): 5-22, 1996

39 Zeithmal, V. A., "Consumer perception of price, quality and value: a means-end model and synthesis of evidence" 52 : 2-22, 1988

40 Sweeney, J. C., "Consumer perceived value : the development of a multi item scale" 77 (77): 203-220, 2001

41 Cronin, J. J., "Assessing the effects of quality,value,and customer satisfaction on consumer behavioral intentions in service environments" 76 (76): 193-217, 2000

42 Wang, Y., "An integrated framework for customer value and customer-relationship-management: A customer-based perspective from China" 14 (14): 169-182, 2004

43 Sinha, I., "An Integrated approach toward the spatial modeling of perceived customer value" 35 : 236-249, 1998

44 Bolton, R. W., "A multistage model of customer' assessments of service quality and value" 17 : 375-384, 1991