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초록·키워드 목차

This study is focusing on the dyadic relationship of relationship commitment and switching intention, customer loyalty, and is trying to testify the influence of hotel convention center switching barriers on relationship commitment and switching intention, customer loyalty, meanwhile the study is trying to testify the affects of relationship commitment on the switching intention, customer loyalty. To accomplish the goals, a field survey was conducted on the customer(PCO: Professional Congress Organizer, Corporate Proceedings Coordinator) in Seoul area. The statistical tools to be undertaken in this research were frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis, confirmatory factor analysis, and covariance analysis using the statistical package of SPSS(12.0) and AMOS(6.0). The results of this study could be summarized as follows; First, the more switching costs, interpersonal relationship, alternative attractiveness, service recovery is, the higher the level of relationship commitment they perceived. Second, the more switching costs, interpersonal relationship, alternative attractiveness, service recovery is, the negative effect on the switching intention. Third, the more switching costs, interpersonal relationship, service recovery is, the more positive influence to customer loyalty. Fourth, the more relationship commitment is, the more negative influence to switching intention. Fifth, the more relationship commitment is, the more positive influence to customer loyalty. At the last chapter, the paper concludes with discussions and the managerial implications for the effective industries policies. #고객충성도 #관계결속 #전환의도 #전환장벽 #Customer Loyalty #Relationship Commitment #Switching Barriers #Switching Intention

등록된 정보가 없습니다.

[학술저널]

호텔켄벤션센터의 전환장벽에 따른 관계결속이 전환의도 및 고객충성도에 미치는 영향

[학술저널]

호텔켄벤션센터의 전환장벽에 따른 관계결속이 전환의도 및 고객충성도에 미치는 영향

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