The Structural Relationship between the Attitude of High-contact Service Provider and Customer Behavior: A Sample of Medical Tourists (고접촉서비스제공자의 태도와 소비자 행동간의 구조적 관계-의료관광객을 중심으로-)

Kim, Soon-Hee (김순희)

The Structural Relationship between the Attitude of High-contact Service Provider and Customer Behavior: A Sample of Medical Tourists

Journal of Tourism Sciences
Abbr : JTS
2014, 38(6), pp.277-300
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

Kim, Soon-Hee ¹

¹위덕대학교 항공관광학과

Accredited

ABSTRACT

This study examines the structural relationship of the related variables of high-contact service provider's such as plastic surgery and aroma-therapy and customer behavior of medical tourist. The study is based on 202 Japanese and Chinese tourists that deluxe hotel with a luxury aromatherapy and plastic surgery provided. and used the SEM analysis applying the AMOS 18.0 for verification of the hypothesis. In this study, the hypothesis is set to six and five hypotheses were adopted. The first, service provider's expertise and customer compliance showed an positive influence. Second, friendship and customer compliance do not affect the positive influence. Third, customer orientation and customer compliance are positively influenced. Fourth, customer compliance and customer satisfaction are positively influenced. Fifth customer satisfaction and word-of-mouth are also a positively effected. Sixth satisfaction and anticipation of future interactions howed a positive influence. In addition, the study presents implications of its findings, limits of the study, and directions for future studies.

KEYWORDS

Service provider’s expertise, Friendship, Customer orientation, Customer compliance, Anticipation of future interaction

Citation status

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

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