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서비스스케이프가 고객경험과 고객참여행동에 미치는 영향연구 - 컨벤션호텔커피숍을 중심으로 -

The effects of Servicescape to Customer experience and Customer participation behavior in Hotel coffee shop

정강국
한국마이스관광학회 (Korea MICE Tourism Society)|2016.12|MICE관광연구 (JOURNAL OF MICE & TOURISM RESEARCH)|제16권 제4호|pp. 137-155

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참고문헌

키워드

컨벤션호텔서비스스케이프Servicescape고객참여행동고객경험Customer experienceCustomer participationConvention hotel

초록

This research place the objective on phased analysis of how the servicescape has influence over the process of in which social environment, design environment and customer experience reach the ultimate level ㅡ customer participation ㅡ in the course of formation of customer participation. In addition, in the customer experience this research intends to analyze the intermediary relation between individual and social experience and customer participation. The result of verifying the purpose of study suggested in this research through positive analysis is as follows. First, The social environment of servicescape has positive influence on individual experience and social experience. On the other hand, the design environment has significant influence on individual experience, but not on the social experience. Second, The individual experience has positive influence on customer participation, the social experience doesn't have significant influence on it as the result of the investigation on customer experience's effect on customer participation. Third, It is verified that the social environment and design environment have mediated effect because they have significant influence through customer experience.

Abstract

This research place the objective on phased analysis of how the servicescape has influence over the process of in which social environment, design environment and customer experience reach the ultimate level ㅡ customer participation ㅡ in the course of formation of customer participation. In addition, in the customer experience this research intends to analyze the intermediary relation between individual and social experience and customer participation. The result of verifying the purpose of study suggested in this research through positive analysis is as follows. First, The social environment of servicescape has positive influence on individual experience and social experience. On the other hand, the design environment has significant influence on individual experience, but not on the social experience. Second, The individual experience has positive influence on customer participation, the social experience doesn't have significant influence on it as the result of the investigation on customer experience's effect on customer participation. Third, It is verified that the social environment and design environment have mediated effect because they have significant influence through customer experience.

참고문헌 (51)

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