The Effect of Relational Benefits on Customer Satisfaction, and Customer Voluntary Performance in the Hotel Restaurant (호텔 레스토랑에서 관계효익이 고객만족과 고객의 자발적 행동에 미치는 영향에 관한 연구)

Byung-Ho Choi (최병호); Kim， Sung Hyuk (김성혁); Lee, Yong-ki (이용기)

The Effect of Relational Benefits on Customer Satisfaction, and Customer Voluntary Performance in the Hotel Restaurant

Journal of Tourism Sciences
Abbr : JTS
2007, 31(5), pp.271-293
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

Byung-Ho Choi ¹, Kim， Sung Hyuk ², Lee, Yong-ki ²

¹신흥대학교
²세종대학교

Accredited

ABSTRACT

This study examines the effect of relational benefits on customer satisfaction (with employees and restaurants), and customer voluntary performance (customer loyalty, cooperation, and participation) in the hotel restaurant context using LISREL 8.5 W. The results can be summarized as follows: first, the perception of psychological, special treatment, and social benefits are positively associated with employee satisfaction. Second, the perception of psychological and special treatment benefits are positively associated with restaurant satisfaction. Third, the customer satisfaction with employees is positively associated with the customer satisfaction with the restaurant. Finally, the customer satisfaction with employees and restaurants is positively associated with customer loyalty, cooperation, and participation. 핵심용어(Key words):관계효익(Relational benefits), 고객만족(customer satisfaction), 고객의 자발적 행동(customer voluntary performance), 호텔 레스토랑(hotel restaurant)

KEYWORDS

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Citation status

* References for papers published after 2023 are currently being built.

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Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7