Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
The Influence of Hotel Service's Physical Environment on Customer Value and Behavioral Intention
- Journal of Tourism Sciences
- Abbr : JTS
- 2009, 33(2), pp.327-347
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
현경석 1, Han jinsoo 1
1경희대학교
Accredited
ABSTRACT
This study examines the influence of hotel service's physical environment on customer value and behavioral intention. Physical environment included ambient, design and social factor. Customer benefit consisted of service quality and emotional response, and customer cost was made up of monetary cost and non-monetary cost. The data were collected from 300 travelers accommodated in five-star hotels in Jeju island and structure equation modeling(SEM) was used as method of analysis. The results suggested that the relationship between physical environment and customer benefit as well as customer cost was partially significant . Moreover, customer benefit and customer cost influenced customer value, and customer value affected on behavioral intention.
Statistics
-
368 Viewed
-
2 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
공효순
/ 2006
/
An Effect of Hotel's Social Capital on Job Satisfaction, Organizational Commitment
/ 호텔경영학연구
/ 한국호텔외식경영학회
15(2)
: 83~104
[journal]
김성혁
/ 2003
/
Determinants of Revisit Intentions in Family Restaurants: Customer Value, Customer Satisfaction, Switching Costs
Attractiveness of Alternatives
/ 관광학연구
/ 한국관광학회
27(1)
: 201~220
[journal]
김현철
/ 2008
/
The Effects of Perceived Physical Environment on the Affect and Perceived Service Quality in College and University Foodservices
/ 관광학연구
/ 한국관광학회
32(2)
: 61~81
[journal]
서헌
/ 2008
/
The Effect of Perceived Values on Visitor's Satisfaction, Revisit Intention, and Recommendation: Case of Visitors to Kangwon Land Casino
/ 호텔경영학연구
/ 한국호텔외식경영학회
17(4)
: 181~195
[journal]
윤유식
/ 2007
/
Effect of Perceived Customer Value on Satisfaction & Service Loyalty in Casual Dining Restaurants
/ 관광학연구
/ 한국관광학회
31(5)
: 51~73
[journal]
임붕영
/ 2004
/ 레스토랑 물리적 환경과 지불가격의 관계
/ 한국조리학회지
10(2)
: 135~148
[journal]
정인근
/ 2004
/
A Study of the Effects of the Customer Value and Switching Barriers on the Repurchase Intention in Internet Shopping Malls
/ Asia Pacific Journal of Information Systems
/ 한국경영정보학회
14(1)
: 185~209
[book]
Baker,J
/ 1987
/ The role of the environment in marketing service: the consumer perspective, in the service challenge: integrating for competitive advantage
/ American Marketing Association
: 79~84
[journal]
Baker, J
/ 2002
/ The influence of multi store environment cues on perceived merchandise value and patronage Intentions
/ Journal of Marketing
66(2)
: 120~141
[journal]
Baker, J
/ 1994
/ The influences of store environment on quality inferences and store image
/ Journal of the Academy of Marketing Science
22(fall)
: 328~339
[journal]
Bitner,M.J
/ 1992
/ Servicescapes: the impact of physical surroundings on customers and employees
/ Journal of marketing
56(april)
: 57~71
[journal]
Bojanic,D.C
/ 1996
/ Consumer perceptions of price, value and satisfaction in the hotel industry: an exploratory study
/ Journal of Hospitality & Leisure Marketing
4(1)
: 5~22
[journal]
Butz, H. E
/ 1996
/ Measuring customer value: gaining the strategic advantage
/ Organizational Dynamics
24
: 63~77
[journal]
Chang, T-Z
/ 1994
/ Price, production information, and purchase intention: an empirical study
/ Journal of the Academy of Marketing Science
22(1)
: 16~27
[journal]
Chen, C-F
/ 2007
/ How destination image and evaluative factors affect behavioral intentions
/ Tourism Management
28
: 1115~1122
[journal]
Choi, T. Y
/ 2001
/ Determinants of hotel guests' satisfaction and repeat patronage in the Hong Kong hotel industry
/ International Journal of Hospitality Management
20
: 277~297
[book]
Christopher, M
/ 1991
/ Relationship Marketing
/ Butterworth-Heinemann.
[journal]
Crane, F. G
/ 1998
/ The identification of evaluative criteria and cues used in selecting services
/ Journal of Services Marketing
2(Spring)
: 53~59
[journal]
Cronin, J. J
/ 2000
/ Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
/ Journal of Retailing
76(2)
: 193~217
[journal]
de Ruyter, J. K
/ 1997
/ The dynamics of the service delivery process: a value-based approach
/ International Journal of Research in Marketing
14
: 231~243
[journal]
Dodds, W. B
/ 1991
/ The effects of price, brand, and store information on buyers' product evaluations
/ Journal of Marketing Research
28(august)
: 307~319
[journal]
Eggert, A
/ 2002
/ Customer perceived value; a substitute for satisfaction in business markets?
/ Journal of Business & Industrial Marketing
17(2)
: 107~118
[journal]
Eroglu, S
/ 1990
/ An empirical study of retail crowding: antecedents and consequences
/ Journal of Retailing
66(summer)
: 201~221
[journal]
Gallarza, M
/ 2006
/ Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students' travel behavior
/ Tourism Management
27(3)
: 437~452
[report]
Grisaffe, D. B
/ 1998
/ Antecedents and consequences of customer value: testing an expanded framework
/ Marketing Science Institute,
[book]
Helson,H
/ 1964
/ Adaptation-Level Theory
/ Harper and Row.
[journal]
Hirshman, E. C
/ 1982
/ Hedonic consumption: emerging concepts, methods and propositions
/ Journal of Marketing Research
46
: 92~101
[book]
Horovitz,J
/ 2000
/ The Seven Secrets of Service Strategy
/ Financial Times-Prentice Hall.
[journal]
Huber, f
/ 2001
/ Gaining competitive advantage through customer value oriented management
/ The Journal of Consumer Marketing
18(1)
: 41~53
[journal]
Hui, M. K
/ 1997
/ The impact of music on consumers' reaction to waiting for services
/ Journal of Retailing
73(1)
: 87~104
[journal]
Iglesias, M. P
/ 2004
/ Perceived quality and price: their impact on the satisfaction of restaurant customers
/ International Journal of Contemporary Hospitality Management
16(6)
: 373~379
[journal]
Khalifa,A.S
/ 2004
/ Customer value: a review of recent literature and an integrative configuration
/ Management Decision
42(5)
: 645~666
[journal]
Kothari, A
/ 2006
/ A value based approach to management
/ Journal of Business & Industrial Marketing
21(4)
: 243~249
[journal]
Lin,I.Y
/ 2004
/ Evaluating a servicescape: the effect of cognition and emotion
/ International Journal of Hospitality Management
23
: 163~178
[book]
hrabian, A
/ 1974
/ An Approach to Environmental Psychology
/ MIT Press.
[book]
Monroe,K.B
/ 1990
/ Pricing.Making Profitable Decisions(2nd ed.)
/ McGraw-hall.
[book]
Nagle,T.T
/ 1987
/ The Strategy and Tactics of Pricing.Englewood Cliffs
/ Prentice Hall.
[book]
Naumann,E
/ 1995
/ Creating Customer Value.The Path to Sustainable Competitive Advantage
/ Thomson Executive Press.
[journal]
Parasuraman, A
/ 2000
/ The impact of technology on the quality-value-loyalty chain: a research agenda
/ Journal of Academy of Marketing Science
28(1)
: 168~174
[journal]
Parasuraman, A
/ 1988
/ SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
/ Journal of Retailing
64(Spring)
: 12~40
[journal]
Patterson, P
/ 1997
/ Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business- to-business service context: an empirical examination
/ International Journal of Service Industry Management
8(5)
: 414~434
[journal]
Petrick,J.F
/ 2004
/ First timers' and repeaters' perceived value
/ Journal of Travel Research
43(august)
: 29~38
[journal]
Price, L, L
/ 1995
/ Consumers' emotional responses to service encounters
/ International Journal of Service Industry Management
6(3)
: 34~63
[journal]
Reimer, A
/ 2005
/ The impact of servicescape on quality perception
/ European Journal of Marketing
39(8)
: 785~808
[journal]
Ryu, K
/ 2008
/ The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions
/ International Journal of Hospitality Management
27
: 459~469
[journal]
Sanchez, J
/ 2006
/ Perceived value of the purchase of a tourism product
/ Tourism Management
27(3)
: 394~409
[journal]
Spies, K
/ 1997
/ Store atmosphere, mood and purchasing behavior
/ International Journal of Research in Marketing
14(1)
: 1~17
[journal]
Sweeney, J. C
/ 2001
/ Consumer perceived value: the development of a multi item scale
/ Journal of retailing
77(2)
: 203~220
[journal]
Sweeney, J. C
/ 1999
/ The role of perceived risk in the quality-value relationship: a study in a retail environment
/ Journal of Retailing
75(1)
: 77~105
[book]
Treacy, M
/ 1995
/ The Discipline of Market Leaders
/ HarperCollins.
[journal]
Ulaga, W
/ 2001
/ Measuring customer-perceived value in business markets: a prerequisite for marketing strategy development and implementation
/ Industrial Marketing Management
30(6)
: 525~540
[journal]
Wakefield, K. W
/ 1999
/ Customer response to intangible and tangible service factors
/ Psychology and Marketing
16(January)
: 51~68
[journal]
Woodruff,R.B
/ 1997
/ Customer value: the next source of competitive advantage
/ Journal of the Academy of Marketing Science
25(Spring)
: 139~153
[book]
Zaltman,V.A
/ 1982
/ Consumer Behavior: Basic Findings and Management Implications (2nd ed.).
/ John Wiley
[journal]
Zeithmal,V.A
/ 1988
/ Consumer perception of price, quality and value: a means-end model and synthesis of evidence
/ Journal of Marketing
52(july)
: 2~22
[journal]
Zeithmal, V. A
/ 1996
/ The behavioral consequences of service quality
/ Journal of Marketing
60(april)
: 34~46
[journal]
Zemke, D. M. V
/ 2007
/ Scent across a crowded room: exploring the effect of ambient scent on social interactions
/ International Journal of Hospitality Management.
26
: 927~940