여행업 종사원과 고객 간의 래포에 영향을 미치는 선행요인과 결과요인에 관한 연구
A Study on The Antecedents and Consequences Factors Influencing Rapport Between Travel Agency Employee and Customers
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초록
The purpose of this study was to identified the impact of customer orientation of employees influencing rapport that actually customers are recognized. In this study was tried to differentiate with previous studies by measured the travel agency customers instead of their employees are measured customer satisfaction. Data was collected from 180 who have purchased an off-line travel package and a total of 172 responses were used for the analysis. According to the factor analysis, Rapport factors were classified into pleasant interaction and personal bonds. As the result of hypothesis test, Customer orientation of employees has similar effect on both the two-dimensional pleasant interaction and personal bonds. Pleasant interaction and personal bonds had significant influence on customer satisfaction and repurchase intention. In particular, pleasant interactions was greater effect on customer satisfaction, rather than re-purchase intention, and Personal bonds that has been studied on a larger impact on the repurchase intention rather than customer satisfaction.
Abstract
The purpose of this study was to identified the impact of customer orientation of employees influencing rapport that actually customers are recognized. In this study was tried to differentiate with previous studies by measured the travel agency customers instead of their employees are measured customer satisfaction. Data was collected from 180 who have purchased an off-line travel package and a total of 172 responses were used for the analysis. According to the factor analysis, Rapport factors were classified into pleasant interaction and personal bonds. As the result of hypothesis test, Customer orientation of employees has similar effect on both the two-dimensional pleasant interaction and personal bonds. Pleasant interaction and personal bonds had significant influence on customer satisfaction and repurchase intention. In particular, pleasant interactions was greater effect on customer satisfaction, rather than re-purchase intention, and Personal bonds that has been studied on a larger impact on the repurchase intention rather than customer satisfaction.
참고문헌 (28)
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