지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
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This study investigated the relationships among service encounter, customer satisfaction, lack of alternatives, and revisit intention. Mediation analysis, moderation analysis and moderated mediation analysis were performed to examine these relationships. Of the 400 questionnaires distributed to restaurant customers, 185 complete responses were received. Results showed that service encounter significantly influenced customer satisfaction, and customer satisfaction completely mediated the effect of service encounter on revisit intention. And switching barrier(lack of alternatives) moderated the relation between customer satisfaction and revisit intention, indicating that the customer satisfaction-revisit intention relationship was stronger in low lack of alternatives group than in high lack of alternatives group. In particular, lack of alternatives has a moderating effect on the mediation relationship between service encounter and revisit intention via customer satisfaction. That means that the mediating effect of service encounter was stronger and significant in the low lack of alternatives group but were not significant in the high lack of alternatives group. Given the significance of lack of alternatives in forming revisit intention, the use of lack of alternatives will be helpful in retaining restaurant customers. Theoretical and practical implications are identified and discussed.
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참고문헌 (34)
참고문헌 신청
Patterson. P. G. / 2004 / A contingency model of behavioral intentions in a service context / European Journal of Marketing 38(9/10):1304~1315
Preacher. K. J. / 2006 / Computation tools for probing interactions in multiple linear regression. multilevel modeling. and latent curve analysis / Journal of Educational and Behavioral Statistics 31(3):437~448
Preacher. K. J. / 2004 / SPSS and SAS procedures for estimating indirect effects in simple mediation models / Behavior Research Methods. Instruments. and Computers 36(4):717~731
Preacher. K. J. / 2007 / Addressing moderated mediation hypotheses: Theory. methods. and prescriptions / Multivariate Behavioral Research 42(1):185~227
Ranaweera. C. / 2003 / The influence of satisfaction. trust and switching barriers on customer retention in a continuos purchasing setting / International Journal of Service Industry Management 14(4):374~395
Preacher. K. J. / 2006 / Computation tools for probing interactions in multiple linear regression. multilevel modeling. and latent curve analysis / Journal of Educational and Behavioral Statistics 31(3):437~448
Preacher. K. J. / 2004 / SPSS and SAS procedures for estimating indirect effects in simple mediation models / Behavior Research Methods. Instruments. and Computers 36(4):717~731
Preacher. K. J. / 2007 / Addressing moderated mediation hypotheses: Theory. methods. and prescriptions / Multivariate Behavioral Research 42(1):185~227
Ranaweera. C. / 2003 / The influence of satisfaction. trust and switching barriers on customer retention in a continuos purchasing setting / International Journal of Service Industry Management 14(4):374~395
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