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Effect of Customers' Experiential Valueon Channel Satisfaction and Loyalty based on Purchase Channels

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2013, 37(8), pp.189-211
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

Kang, su min 1 Chong,Yu-kyeong 1

1세종대학교

Accredited

ABSTRACT

Number of companies put effort to raise customers' loyalty and satisfaction by strengthening its customers' interaction and channel diversification. In order to increase customer satisfaction it is critical to monitor the customers' experience in each channel and determine what factors influence their satisfaction. Thus, this study is aimed to identify the customers' experiential value based on different purchase channels. Researches about how the key factors in customers' experience influence their channel satisfaction and loyalty were discussed. This study allowed to identify the experiential values of customers based on purchase channels and to investigate elements of values which influence channel satisfaction and channel loyalty of the catering and food service companies to gain competitive advantage. The current research suggests strategic guidelines and effective channel management planning for those companies delivering catering and food services through number of channels such as personal visits, phone calls and online orders.

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