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논문 기본 정보

자료유형
학술저널
저자정보
최철재 (단국대학교) 서가뢰 (단국대학교 대학원)
저널정보
한국유통경영학회 유통경영학회지 유통경영학회지 제24권 제5호
발행연도
2021.10
수록면
123 - 140 (18page)

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Purpose: The purpose of this study is to verify the effect of perceived service quality, service satisfaction, employee trust, positive emotion as prerequisites for emotional attachment in upscale hotel, and emotional attachment in terms of its influence on attitudinal loyalty, behavioral loyalty. In addition, this study intends to examine the mediating effect of affective commitment in the relationship between emotional attachment, attitudinal loyalty, and behavioral loyalty, and explain through which pathways affect behavioral loyalty. Research design, data, and methodology: The data of this study is collected through face-to-face interview with 310 customers who experienced upscale hotel service in China. For empirical analysis, a total of 302 copies were analyzed. SPSS 21.0 and AMOS 20 statistical packages were used to verify the reliability and validity of the data. Frequencies analysis was used to identify demographic characteristics of respondents. The structural equation model analysis (SEM) verified the suitability and research hypothesis of the research model. Results: For customers who experienced hotel service, perceived service quality, service satisfaction, employee trust, and positive emotion all had a positive effect on emotional attachment. Emotional attachment had a positive effect on affective commitment and attitudinal loyalty. Affective commitment had a positive effect on attitudinal loyalty which in turn had a positive effect on behavioral loyalty. However, emotional attachment and affective commitment did not directly affect behavioral loyalty. Therefore, it was confirmed that affective commitment plays a partially mediating role in the relationship between emotional attachment and customer loyalty. Research implications or Originality: Upscale hotel managers need to identify target customers that are highly profitable to their company and actively implement reinforcement management through database of this research. It is important to provide physical facilities and convenience so that these customers can feel emotionally attached to hotel service and be affectively committed in the service provided by the hotel. In addition, it is important to increase the emotional bond so that the customer will perceive the service as excellent and be emotionally satisfied. In particular, in addition to emotional attachment, it is important to grow customer affective commitment so that they will actively and continuously use our hotel service.
#Emotional Attachment #Affective Commitment #Attitudinal Loyalty #Behavioral loyalty

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참고문헌 (75)

참고문헌 신청
Ali, F. / 2017 / Resort hotel service performance(RESERVE)—An instrument to measure tourists’perceived service performance of resort hotels / Journal of Travel & Tourism Marketing 34:556~569 Crossref Arnette, D. B. / 2002 / Using job satisfaction and pride as internal marketing tools / The Cornel Hotel and Restaurant Administration Quarterly 43(2):87~96 Crossref Bahri-Ammari, N. / 2016 / The effects of brand attachment on behavioral loyalty in the luxury restaurant sector / International Journal of Contemporary Hospitality Management 28(3):559~585 Crossref Batra, R. / 2012 / Brand love / Journal of Marketing 76(2):1~16 Crossref Bei, L. T. / 2001 / An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on customer satisfaction and loyalty / Journal of Customer Satisfaction/dissatisfaction and Complaining Behavior 14(1):125~140 google schola

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