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 Customer-to-Customer Interaction and Customer Homogeneity on Customer Satisfaction in Tourism Service:in Terms of Moderating Effect of Service Provider's Arbitration
- Journal of Tourism Sciences
- Abbr : JTS
- 2013, 37(4), pp.233-256
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
Minjung Hong 1, Cho, Yong-hyun 1
1세종대학교
Accredited
ABSTRACT
The purpose of this study is to identify the detailed factors that form customer-to-customer interaction that occurs during tourism service, and examine the relationship between customer-to-customer interaction, customer homogeneity and customer satisfaction. The research was carried out to investigate Korean tourists traveling abroad on package tours. As a result, customer-to-customer interaction was broken down into five behavioral factors which include discourteous, biased, ostentatious, externally unpleasant, and sociable behavior. The results showed that Sociable behavior had a positive influence on customer satisfaction, whereas discourteous, biased and ostentatious behavior displayed negative influence on customer satisfaction Customer homogeneity in social status, intellectual level, preference for optional tour items and marital status had a positive influence on customer satisfaction. Finally, the effect of biased and ostentatious behavior on customer satisfaction showed changes according to the level of arbitration by the tour guide, which proves the validity of the moderating effect. Based on the empirical analysis results, academic and practical implications are proposed.
Statistics
-
348 Viewed
-
1 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
김원인
/ 2001
/ 패키지투어상품 구매후 인지부조화 경험차이에 관한 연구
/ 관광학연구
24(3)
: 267~283
[journal]
김민주
/ 2010
/
An Exploratory Study of Tour Conductor's Leadership Characteristics
/ 관광학연구
/ 한국관광학회
34(1)
: 213~235
[journal]
김판영
/ 2010
/
Relationship among tourists' perceived value, customer's satisfaction, and future behavioral intentions in travel service
/ 관광연구
/ 대한관광경영학회
25(1)
: 263~282
[journal]
나윤서
/ 2011
/
A Study of Developing Educational Training Program for Flight Attendants Using Delphi Technique
/ 관광학연구
/ 한국관광학회
35(9)
: 465~488
[journal]
박선희
/ 2001
/ 가이드의 역할과 관광객 행태 변화
/ 호텔관광연구
7
: 259~279
[journal]
박영기
/ 2009
/
The Effect of the Tourists' Understanding of Package Tour on Revisit to Travel Agency and Word of Mouth of Tourism Products -Centered around Thai Tourists-
/ 호텔경영학연구
/ 한국호텔외식경영학회
18(2)
: 167~179
[thesis]
유영심
/ 2008
/ 관광가이드의 역할에 대한 만족과 관광지 매력 지각간의 관계
/ 박사
/ 경기대학교 대학원
[journal]
윤대순
/ 2007
/ 국외여행사 종사자 인적서비스가 관광자 만족에 미치는 영향연구
/ 관광한국연구
2(1)
: 117~137
[journal]
이상환
/ 2010
/
The Structure Analysis on The Effects of Customer-Service Provider Interaction and Customer-Customer Interaction
/ 경영교육연구
/ 한국경영교육학회
(63)
: 163~192
[journal]
이선희
/ 2002
/ 서비스제공자와 고객간 신뢰의 영향요인 연구
/ 문화관광연구
4(4)
: 1~18
[thesis]
이학승
/ 2010
/ 국외여행인솔자 역할이 여행자 만족과 재이용 및 추천의사에 미치는 영향에 관한 연구 : 해외수학여행중심
/ 석사
/ 경희대학교 관광대학원
[journal]
정옥경
/ 2011
/
The Effects of Service Expertise on Customer Satisfaction, Trust, and loyalty
/ 고객만족경영연구
/ 한국고객만족경영학회
13(1)
: 57~79
[thesis]
정윤희
/ 2008
/ 패키지 관광상품의 지각된 가치가 관광객 만족도와 재구매 의도에 미치는 영향 연구
/ 석사
/ 경희대학교 대학원
[journal]
정재환
/ 2001
/ 인터넷 비즈니스상의 고객 상호작용
/ 한국인터넷비즈니스학회
2(1)
: 275~292
[journal]
조미나
/ 2006
/
The Effect of Customers' Cognitive and Emotional Responses to Restaurant Service Encounter on Formation of Service Loyalty
/ 관광학연구
/ 한국관광학회
30(5)
: 173~196
[journal]
차길수
/ 2000
/ 대인서비스 인카운터의 구조에 관한 연구
/ 관광학연구
24(1)
: 183~203
[journal]
Arnould, E. J.
/ 1993
/ River Magic : Extraordinary Experience& the Extended Service Encounter
/ Journal of Consumer Research
20(1)
: 24~45
[journal]
Bailenson, J. N.
/ 2008
/ FacialSimilarity between Voters & C&idates Causes Influence
/ PublicOpinion Quarterly
72(5)
: 935~961
[journal]
Baker, D. A.
/ 2000
/ Quality, satisfaction & behavioral intentions
/ Annals of Tourism Research
27(3)
: 785~804
[journal]
Bitner, M. J.
/ 1990
/ Evaluating Service Encounters : The Effects of PhysicalSurroundings & Employee Responses
/ Journal of Marketing
54(2)
: 69~82
[journal]
Brack, A. D.
/ 2012
/ The effects of overall similarityregarding the customer-to-customer-relationship in a service context
/ Journal of Retailing & Consumer Services
19(5)
: 501~509
[book]
Byrne, D.
/ 1971
/ The attraction paradigm
/ Academic Press
[journal]
Cohen, E.
/ 1985
/ The tourist guide : The origins, structure & dynamics of arole
/ Annals of Tourism Research
12(1)
: 5~29
[journal]
Davies, B.
/ 1999
/ Observable oral participation inthe servuction system : Toward a content & process model
/ Journal of Business Research
44(1)
: 47~53
[book]
Eiglier, P.
/ 1977
/ Services as Systems: MarketingImplications, In Marketing Consumer Services: New Insights
/ Marketing Science
[journal]
Fisher, J. D.
/ 1974
/ Situation-specific variables as determinants of perceivedenvironmental aesthetic quality & perceived crowdedness
/ Journal of Research in Personality
8(2)
: 177~188
[journal]
Geva, A.
/ 1991
/ Satisfaction measurement in guided tours
/ Annals of Tourism Research
18(2)
: 177~185
[journal]
Grove, S. J.
/ 1997
/ The impact of other customers on serviceexperiences : A critical incident examination of"getting along"
/ Journal of Retailing
73(1)
: 63~85
[journal]
Gwinner, K. P.
/ 1998
/ Relational benefitsin services industries : The customer’s perspective
/ Journal of Academy of marketing Science
26(2)
: 101~114
[journal]
Harris, K.
/ 1997
/ Conversations during purchaseconsideration : Sales assistants & customers. The International Reviewof Retail
/ Distribution & Consumer Research
7(3)
: 173~190
[journal]
Holloway, J. C.
/ 1981
/ The guided tour a sociological approach
/ Annals of Tourism Research
8(3)
: 377~402
[journal]
Kim, N.
/ 2012
/ Other customers in a service encounter : examining the effect in a restaurant setting
/ Journal of ServicesMarketing
26(1)
: 27~40
[journal]
Lee, C. K.
/ 2007
/ Investigating the relationshipsamong perceived value, satisfaction, & recommendations : The case ofthe Korean DMZ
/ Tourism Management
28(1)
: 204~214
[journal]
Lounsbury, J. W.
/ 1992
/ Leisure needs & vacationsatisfaction
/ Leisure Sciences : An Interdisciplinary Journal
14(2)
: 105~119
[book]
Lovelock, C. H.
/ 2004
/ Service marketing
/ Prentice-Hall
[journal]
Maoz, D.
/ 2007
/ Backpackers’ motivations the role of culture & nationality
/ Annals of Tourism Research
34(1)
: 122~140
[journal]
Martin, C. L.
/ 1996
/ Customer-to-customer relationships : Satisfaction withother consumers’public behavior
/ Journal of Consumer Affairs
30(1)
: 146~169
[journal]
Martin, C. L.
/ 1989
/ Compatibility management : Customerto-custom er relationships in service environments
/ Journal of Service Marketing
3(3)
: 5~15
[journal]
Montoya, R. M.
/ 2008
/ Is actual similaritynecessary for attraction? A meta-analysis of actual & perceivedsimilarity
/ Journal of Social & Personal Relationships
25(6)
: 889~922
[journal]
Moore, R.
/ 2005
/ The impact of customerto-customer interactions in a high personal contact service setting
/ Journal of Services Marketing
19(7)
: 482~491
[journal]
Oliver, R. L.
/ 1980
/ A Cognitive Model of the Antecedents & Consequencesof Satisfaction Decisions
/ Journal of Marketing Research
17(4)
: 460~469
[journal]
Oliver, R. L.
/ 1981
/ Measurement & Evaluation of Satisfaction Process inRetail Setting
/ Journal of Retailing
57(3)
: 25~48
[journal]
Oliver, R. L
/ 1981
/ Measurement & Evaluation of Satisfaction Process inRetail Setting(1999). Whence Consumer Loyalty?
/ Journal of Marketing
63
: 33~44
[journal]
Pizam, A.
/ 1995
/ Does nationality affect tourist behavior?
/ Annals of Tourism Research
22(4)
: 901~917
[journal]
Pranter, C. A.
/ 1991
/ Compatibility management : Roles inservice performers
/ The Journal of Services Marketing
5(2)
: 43~53
[journal]
Solomon, M. R.
/ 1985
/ A role theory perspective on dyadic interactions : The serviceencounter
/ Journal of Marketing
49(1)
: 99~111
[book]
Shostack, G. L.
/ 1985
/ Planning the service encounter Lexington
/ Lexington Books
[journal]
Tsui, A. S.
/ 1989
/ Beyond simple demograhic effects : Theimportance of relational demographic in superior-subordinate dyads
/ Academy of Management Journal
32(2)
: 402~423
[journal]
Viswanathan, N. K.
/ 2007
/ The fundamentals of st&ardizingglobal marketing strategy
/ International Marketing Review
24(1)
: 46~63
[journal]
Wu, C, H.
/ 2007
/ The impact of customer-to-customer interaction &customer homogeneity on customer satisfaction in tourism service?The service encounter prospective
/ Tourism Management
28(6)
: 1518~1528
[journal]
Zhang, H. Q.
/ 2004
/ Application of importance-performancemodel in tour guides’performance : evidence from mainl & Chineseoutbound visitors in Hong Kong
/ Tourism Management
25(1)
: 81~91