서비스 공정성이 고객 감정, 고객 만족도및 고객 시민행동(충성행동, 협력행동, 참여행동)에미치는 영향에 관한 연구-패밀리 레스토랑을 중심 중심으로-
A Study of the influence service justice according to the type of value on customer emotion, customer satisfaction and customer citizenship behavior
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Recently Family restaurants are getting the limelight as a fast growing sector in the food service industry but still academic research behind this trend is lagging so it is imperative to conduct scientific survey for the Family restaurant now. Therefore, the purpose of this survey is to identify the academic theory for the Family restaurant through scientific investigation. To achieve the described objectives, will set subdivided goals by each step. It is inferring that the correct level of service influences the customer emotions in the Family restaurant, so we will take empirical study to verify a hypothesis. It is inferring that customer emotion is influencing customer satisfaction in the Family restaurant, so we will take empirical study to verify a hypothesis. It is inferring that customer satisfaction is influencing customer public behavior in the Family restaurant, so we will take empirical study to verify a hypothesis. That is to say, sevice justice of the family restaurant is one of the key marketing tools to create & enhance the strong bounding with customers through positive communication. And it will contribute to improve the long term loyalty and revenue. So, the Family restaurant has to invest to find out what service justice is right for the customer and proactively utilize it as key marketing tactics to enable the correct customer public behavior for the Family restaurant.
Abstract
Recently Family restaurants are getting the limelight as a fast growing sector in the food service industry but still academic research behind this trend is lagging so it is imperative to conduct scientific survey for the Family restaurant now. Therefore, the purpose of this survey is to identify the academic theory for the Family restaurant through scientific investigation. To achieve the described objectives, will set subdivided goals by each step. It is inferring that the correct level of service influences the customer emotions in the Family restaurant, so we will take empirical study to verify a hypothesis. It is inferring that customer emotion is influencing customer satisfaction in the Family restaurant, so we will take empirical study to verify a hypothesis. It is inferring that customer satisfaction is influencing customer public behavior in the Family restaurant, so we will take empirical study to verify a hypothesis. That is to say, sevice justice of the family restaurant is one of the key marketing tools to create & enhance the strong bounding with customers through positive communication. And it will contribute to improve the long term loyalty and revenue. So, the Family restaurant has to invest to find out what service justice is right for the customer and proactively utilize it as key marketing tactics to enable the correct customer public behavior for the Family restaurant.
참고문헌 (37)
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