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.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2014.1
- 수록면
- 193 - 214 (22page)
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초록· 키워드
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This study analyzed effects of service scape including coffee shop employee's images on customer's emotional reaction and customer behavior intention among Gwangju and Jeonnam residents, and sought to provide a useful information for running a coffee shop.
To examine research hypothesis of this study and achieve its purpose, the study conducted a survey using a self-administered method from May 19 to June 3, 2014 and analyzed total 231 collected questionnaires using SPSS 18.0 statistical program. As a result of the examination, the study found as below. First, in relation between service scape including employee's images and customer's emotional reaction, cleanness and accessibility had a significant effect on dominance. Second, in relation between service scape including employee's images and customer behavior intention, cleanness, accessibility, aesthetic sense and employee's images had a significant effect on intention to recommend. Third, customer's emotional reaction had a significant effect on intention to recommend and intention to revisit - customer behavior intention.
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등록된 정보가 없습니다.
참고문헌 (38)
참고문헌 신청
Wall, E. A. / 2007 / The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality / Cornell Hotel and Restaurant Administration Quarterly 48(1):59~69
Watson, D. / 1988 / Development and Valication of Brief Meaning of Positive and Negative Affect : The PANAS Scales / Journal of Personality and Social Phychology 54:1063~1070
Webster’s Dic. / 1989 / English-Korean Dictionary / 한영출판사
Zeithanml, V. A. / 1996 / The Behavioral Consequences of Service Quality / Journal of Marketing 60(2):31~46
Zeithmal V. A. / 1993 / The Nature and Determinants of Customer Expectation of Service / Journal of the Academy of Marketing Science 21:1~12
Watson, D. / 1988 / Development and Valication of Brief Meaning of Positive and Negative Affect : The PANAS Scales / Journal of Personality and Social Phychology 54:1063~1070
Webster’s Dic. / 1989 / English-Korean Dictionary / 한영출판사
Zeithanml, V. A. / 1996 / The Behavioral Consequences of Service Quality / Journal of Marketing 60(2):31~46
Zeithmal V. A. / 1993 / The Nature and Determinants of Customer Expectation of Service / Journal of the Academy of Marketing Science 21:1~12
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