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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The study investigated hotel customers' reliability of hotel enterprises and employees on which the perceptions affect their civil action by conducting an empirical study. The results of the present study revealed as following: 1) the reliability of hotel enterprises had significant positive regression weight to the reliability of the hotel employees, indicating hotel customers with higher reliability of hotel enterprises on these scales were expected to have higher reliability of the hotel employees; and 2) the reliability of hotel enterprises and employees had significant positive regression weight to customer citizenship behavior of the hotel customers, indicating hotel customers with higher reliability of the hotel enterprises and employees were expected to have higher customer citizenship behavior; additionally, the reliability of the hotel enterprises had more impacts to civil action compared to the reliability of the hotel employees. To wit, hotel enterprises are to establish customer reliability by not only handling customers' complaints through prompt responses for understanding demand of customer but also giving empowerment to their employees who directly provide services with customers.
목차
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참고문헌 (47)
참고문헌 신청
Kelley, S. W / 1990 / Customer participation in service production and delivery / Journal of Retailing 66(3):315~335
Koufaris, M. / 2004 / The development of initial trust in an online company by new customers / Information and Management 41(1):377~397
Lee, K. C. / 2006 / Transfer from offline trust to key online perceptions: An empirical study / IEEE Transactions on Engineering Management 54(4):729~741
Lengick-Hall, C. A. / 2000 / From recipient to contributor: examining customer roles and experienced outcomes / European Journal of Marketing 34(3):359~383
Lewis, D. P. / 1985 / Trust as a Social Reality / Social Forces 63(4):967~985
Koufaris, M. / 2004 / The development of initial trust in an online company by new customers / Information and Management 41(1):377~397
Lee, K. C. / 2006 / Transfer from offline trust to key online perceptions: An empirical study / IEEE Transactions on Engineering Management 54(4):729~741
Lengick-Hall, C. A. / 2000 / From recipient to contributor: examining customer roles and experienced outcomes / European Journal of Marketing 34(3):359~383
Lewis, D. P. / 1985 / Trust as a Social Reality / Social Forces 63(4):967~985
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