본문 바로가기
KERD
논문KCI 등재

An Analysis of a Causal Relationship between a Franchise Coffee Shop’s Servicescape Factors and the Ability to Provide Service with Customer Satisfaction and Loyalty

Sang-Youn Lee|Gyu-Sam Hwang|Hye-Sook Kim
한국유통과학회 (Korea Distribution Science Association)|2016.07|유통과학연구 (Journal of Distribution Science)|제14권 제7호|pp. 33-44|DOI 10.15722/jds.14.7.201607.33

1

조회

0

다운로드

5

인용

0

참고문헌

키워드

Customer SatisfactionCustomer Loyalty.Franchise Coffee ShopServiceScapeAbility to Provide Service

초록

Purpose – This study aims to provide domestic franchise coffee shops with useful information by analyzing the impact of servicescape and the ability to provide service on the customer satisfaction and loyalty in franchise coffee shops in Seoul. Research, data, and Methodology – The data were collected for a month from 1st in February, 2016 through judgement sampling. Then, the available collected data were analyzed with SPSS 19.0 package. Results – The results from this study are as follows. First, the servicescape factors, which have impact on a franchise coffee shop’s customer satisfaction, are determined to be interior, cleanliness and coziness. Next, the ability to provide service affects customer satisfaction. Third, servicescape factors have impacts on customer satisfaction. Also, the service from a coffee shop affects customer loyalty. Therefore, a customer’s satisfaction through services of a coffee shop has an impact on customer loyalty. Conclusions – It is important to have not only the ability to provide service but also servicescape factors, such as interior, cleanliness and coziness in order to be distinct from other competitors. These difference might create customer satisfaction and retention which will bring profits.

Abstract

Purpose – This study aims to provide domestic franchise coffee shops with useful information by analyzing the impact of servicescape and the ability to provide service on the customer satisfaction and loyalty in franchise coffee shops in Seoul. Research, data, and Methodology – The data were collected for a month from 1st in February, 2016 through judgement sampling. Then, the available collected data were analyzed with SPSS 19.0 package. Results – The results from this study are as follows. First, the servicescape factors, which have impact on a franchise coffee shop’s customer satisfaction, are determined to be interior, cleanliness and coziness. Next, the ability to provide service affects customer satisfaction. Third, servicescape factors have impacts on customer satisfaction. Also, the service from a coffee shop affects customer loyalty. Therefore, a customer’s satisfaction through services of a coffee shop has an impact on customer loyalty. Conclusions – It is important to have not only the ability to provide service but also servicescape factors, such as interior, cleanliness and coziness in order to be distinct from other competitors. These difference might create customer satisfaction and retention which will bring profits.

참고문헌 (44)

  1. Bae, Hyun-Soo, "Research about the relationship between a five-star hotel kitchen’s physical environment and chief’s emotional reaction and group cohesiveness", Research on Restaurant Management, 17(2), pp.299~323 (2014)
  2. Baker, J., "The role of the environment in marketing services; The consumer perspective, In The Services Challenge: Integrating for Competitive Advantage", American Marketing Association proceedings series, pp.79~84 (1987)
  3. Bitner, M. J., "Servicescapes : The impact of physical surroundings on customers and employees", Journal of Marketing, 56, pp.57~71 (1992)
  4. 변광인, "커피전문점 이용객의 지각된 문화마케팅전략이 브랜드 태도와 고객 충성도에 미치는 영향 - 스타벅스를 중심으로 -", Tourism Research, 39(1), pp.167~190 (2014), 한국관광산업학회
  5. Choi, Hyung-Min, "An exploratory research of the relationship between a franchise coffee shop’s servicescape and a customer’s brand attitude and brand loyalty", Food Space Research, 6(1), pp.17~31 (2011)
  6. 최성환, "서비스 스케이프가 고객 감정과 관계 지속성에 미치는 영향에 관한 연구: 패밀리레스토랑을 중심으로", 관광레저연구, 27(1), pp.365~380 (2015), (사)한국관광레저학회
  7. 추나영, "스포츠센터의 핵심서비스품질, 관계혜택, 대안매력도, 전환비용, 고객만족 및 재이용의도의 관계", 한국스포츠산업경영학회지, 16(6), pp.59~71 (2011), 한국스포츠산업경영학회
  8. Edvardsson, B., "Service quality : Beyond cognitive assessment", Managing Service Quality, 15(2), pp.127~131 (2005)
  9. Florian, W., "Satisfaction, loyalty and word of mouth within the customer base of a utility provider : Differences between stayers, switchers and referral switcher", Journal of Consumer Behavior, 3(3), pp.211~220 (2004)
  10. Gronroos, C., "An applied service marketing theory", European Journal of marketing, 16(7), pp.30~41 (1990)
  11. 권희정, "호텔 내 레스토랑의 물리적환경을 통한 이미지가 레스토랑의 만족도와 재방문의도, 호텔의 이미지와 숙박의도에 미치는 영향에 대한 연구", 관광레저연구, 26(2), pp.105~122 (2014), (사)한국관광레저학회
  12. 권정희, "호텔뷔페식당의 물리적 환경이 감정반응과 전환장벽에 미치는 영향", 한국외식산업학회지, 10(1), pp.43~58 (2014), 한국외식산업학회
  13. 한도경, "국내 커피전문점의 서비스품질이 고객만족과 고객충성도에 미치는 영향에 관한 연구", 외식경영연구, 18(1), pp.189~209 (2015), 한국외식경영학회
  14. 한여정, "호텔의 서비스스케이프에 따른 직원의 감정반응과 동기부여가 서비스 제공행동에 미치는 영향", 외식경영연구, 19(1), pp.243~264 (2016), 한국외식경영학회
  15. Hwang, Mi-So, "The impact of hotel employee’s departments and self-directedness on the quality of service", Hotel Management Research, 14(4), pp.113~131 (2014)
  16. 전민선, "커피전문점 이용 실태 및 커피전문점의 물리적 환경이 고객 행동 의도에 미치는 영향 - 서울·경기 지역 대학생을 중심으로", 한국식품조리과학회지, 27(6), pp.825~838 (2011), 한국식품조리과학회
  17. Jo, Joo-Eun, "The impact of domestic airline flight attendants’ service-orientation on the ability to provide service", Tourism Research, 20(1), pp.169~182 (2006)
  18. Johnson, D., "Cognitive and affective trust in service relationships", Journal of Business Research, 58(4), pp.500~507 (2005)
  19. Jong, Hwi, "The research about the structural relationship between a hotel restaurant’s physical environment and customer behavior intention", Tourism Research, 30(3), pp.451~463 (2015)
  20. Kandampully, J., "Service guarantees : A strategic mechanism to minimize customers’perceived risk in service organizations", Managing Service Quality, 11(2), pp.112~120 (2001)
  21. Gyeong-Cho Kim, "A Study on the Effects of Super-Supermarket Service Quality on Satisfaction in Store Selection", 산경연구논집, 4(2), pp.41~49 (2013), 한국유통과학회
  22. Kim, Gwon-Dong, "The impact of a hotel’s servicescape on the job satisfaction and concentration on structure : Mediated effect of perceived and emotional reaction", East and North Tourism Research, 9(4), pp.269~291 (2013)
  23. Kim, Jae-Hong, "The impact of loyalty benefits of hotel service on customer satisfaction and intention of conversion and retention – Verification of controls depending on individuals", Tourism Research, 27(4), pp.117~139 (2012)
  24. Kim, Joon-Young, "The impact of a hotel business’ successful factor of service innovation on concentration on job and behavior of a service provider", Tourism Research, 27(6), pp.409~430 (2013)
  25. Kim, Ki-Duck, "The research about customer satisfaction in the non-profit organisation", Customer Satisfaction Management, 1(1), pp.34~41 (1999)
  26. 김판진, "A Study on the Effects of Perceived Quality on Whitening Cosmetics’ Satisfaction and Repurchase : Focused on University Students", The East Asian Journal of Business Management, 6(2), pp.15~22 (2016), 한국유통과학회
  27. Kim, Sung-Hyuck, "Research about job satisfaction and level of service delivery", Tourism Research, 16, pp.17~32 (1992)
  28. 고범석, "커피전문점 서비스스케이프가 고객만족, 재방문의도, 추천의도에 미치는 영향", 한국외식산업학회지, 8(2), pp.63~91 (2012), 한국외식산업학회
  29. 구동우, "커피전문점 이용객의 브랜드 일체감이 관여도, 고객만족, 그리고 브랜드 충성도에 미치는 영향: 프랜차이즈 가맹점을 중심으로", 고객만족경영연구, 17(1), pp.67~87 (2015), 한국고객만족경영학회
  30. Kotler, P., "Atmospherics as a marketing tool", Journal of Retailing, 49(4), pp.48~64 (1973)
  31. 이형주, "커피전문점에서의 체험이 브랜드 태도와 브랜드 애착 및 브랜드 충성도에 미치는 영향", 외식경영연구, 15(4), pp.105~128 (2012), 한국외식경영학회
  32. 이상현, "헤어살롱 서비스스케이프 차별화 성공사례", 유통과학연구, 13(9), pp.71~79 (2015), 한국유통과학회
  33. 이승익, "커피전문점의 종사원 이미지를 포함한 서비스스케이프가 고객감정반응 및 행동의도에 미치는 영향 - 광주 · 전남 지역 중심으로 -", 호텔리조트연구, 13(3), pp.193~214 (2014), 한국호텔리조트학회
  34. Macintosh, G., "Customer orientation, relationship quality, and relational benefits to the firm", Journal of Service Marketing, 21(3), pp.150~159 (2007)
  35. Oliver, M., "Understanding disability: From theory to practice" (1996), MacMillan
  36. 박규은, "커피전문점의 서비스스케이프가 종사원의 감정적반응, 생리적반응 및 직무만족에 미치는 영향", 호텔경영학연구, 22(4), pp.1~17 (2013), 한국호텔외식관광경영학회
  37. 박호정, "호텔 주방의 물리적 환경이 직무만족 및 조직몰입에 미치는 영향 연구", 한국외식산업학회지, 10(1), pp.7~18 (2014), 한국외식산업학회
  38. 박영제, "피자 전문점의 물리적환경이 서비스 품질과 행동의도에 미치는 영향", 호텔경영학연구, 22(4), pp.37~53 (2013), 한국호텔외식관광경영학회
  39. Ruiz-Molina, M. E., "Relational benefits and loyalty in retailing : an inter-sector comparison. International", Journal of Retail & Distribution Management, 37(6), pp.493~509 (2009)
  40. Seo, Kyung-Do, "The relationship among servicescape, relationship benefit, quality of relationship and the intention of behavior", Tourism Research, 28(4), pp.373~393 (2013)
  41. Chung-Sub Shin, "The Impact of Korean Franchise Coffee Shop Service Quality and Atmosphere on Customer Satisfaction and Loyalty", The East Asian Journal of Business Management, 5(4), pp.47~57 (2015), 한국유통과학회
  42. Son, Jae-Geun, "The relationship among a franchise coffee shop’s servicescape, brand assets and quality of relationship", Tourism Research, 28(4), pp.101~115 (2013)
  43. Um, Young-Ho, "The impact of a franchise coffee shop’s servicescape on customer satisfaction and relationship achievements", Tourism Research, 24(3), pp.329~344 (2010)
  44. 윤대균, "카지노 이용고객의 관계혜택, 신뢰, 고객만족, 관계유지의도와의 관계 연구 - 강원랜드 이용고객을 중심으로-", 대한경영학회지, 25(5), pp.2413~2432 (2012), 대한경영학회

관련 논문AI추천

The Impact of Korean Franchise Coffee Shop Service Quality and Atmosphere on Customer Satisfaction and LoyaltyChung-Sub Shin, Gyu-Sam Hwang, Hye-Won Lee, Sun-Rae Cho한국유통과학회 · Asian Journal of Business Environment2015 · 제5권 제4호커피전문점의 서비스스케이프가 고객충성도에 미치는 영향 - 전주 지역을 중심으로Byung-Ryul Bae, Xiangdong Shen한국유통과학회 · 산경연구논집2018 · 제9권 제3호Effects of Coffee Shop Servicescapes on Relational Benefit and Revisit Intention고선희한국융합학회 · 한국융합학회논문지2021 · 제12권 제12호프랜차이즈 커피전문점의 서비스스케이프가 고객만족과 재방문의도에 미치는 영향 - 대학생층을 중심으로 -송대근한국호텔리조트학회 · 호텔리조트연구2017 · 제16권 제3호서비스품질이 고객 만족과 충성도에 미치는 영향 - 커피전문점을 중심으로 -강찬호한국관광산업학회 · Tourism Research2012 · 제34호커피전문점 서비스스케이프가 고객만족, 재방문의도, 추천의도에 미치는 영향고범석, 이수진한국외식산업학회 · 한국외식산업학회지2012 · 제8권 제2호

이 간행물의 다른 논문 (10건)

The Degree of Association between Traditional Markets and Related Major Factors in KoreaDong-Bin Jeongpp. 5-14Effect of Consumer Innovativeness on Online Buying Behavior in an Emerging MarketDevinder Pal Singhpp. 15-19The Word-of-Mouth Effects on the Chinese Customers’ Choice Intention of Medical Tourism DestinationHoon-Young Lee, ZHANGJUNpp. 21-31Public Private Partnerships in Chinese Port as InfrastructureJin-Hwan Kimpp. 45-52Vineyards in Northern U.S. States: Farm Size and Productivity RelationshipWon Fy Lee, Jong-Woo Choi, William C. Gartnerpp. 53-61
원문 보기