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
An Analysis of Success Factors and Mediation Effect of Trust and Commitment in Relationship Marketing Between Hotels and Online Social Commerce
- Journal of Tourism Sciences
- Abbr : JTS
- 2019, 43(2), pp.155-184
- DOI : 10.17086/JTS.2019.43.2.155.184
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
- Received : December 20, 2018
- Accepted : February 18, 2019
- Published : March 1, 2019
Seo， Kwang-Seoug 1, Koo Chulmo 1
1경희대학교
Excellent Accredited
ABSTRACT
The purpose of this study was to examine the antecedents of relationship marketing and their successful consequences between online social commerce and hotels by applying commitment-trust theory. The results showed that relationship value sharing, online relationship benefits, marketing communication, flexibility of online decision making, and online compatibility, which are the antecedent factors of commitment and trust in hotel and online social commerce marketing, had a positive effect on commitment. Marketing communication and online compatibility had a positive effect on trust. Trust was not significant for commitment. Commitment had a positive effect on relationship satisfaction, financial performance, and intention of long-term relationship, but, trust only had a positive effect on financial performance. Trust and commitment were found to associate with a partial mediating effect between the antecedents and the consequences. In some cases, the relationship between the antecedents and the consequences were fully mediated. The partial mediating effect of trust and commitment can be considered as a more positive effect on the performance of the hotel and online social commerce relationship when the antecedents are transmitted to the consequences through trust and commitment.
Statistics
-
524 Viewed
-
335 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
강민정
/ 2016
/
The Dynamic Effect of Customer Satisfaction Investment and Customer Relationship Management on Business Performance in a Service Company
/ 관광학연구
/ 한국관광학회
40(5)
: 197~216
[journal]
강성호
/ 2014
/
The Role of Customer Empathy on the Relationship between Relational Benefit and Trust in Service Channel Industry
/ 유통연구
/ 한국유통학회
19(4)
: 219~250
[web]
/ 2017
/ 관광지식정보시스템, 입국관광통계
/ www.tour.go.kr
[journal]
김국선
/ 2012
/
Service Quality Factors Affecting Satisfaction and Repurchase Intention of Social Commerce
/ 한국콘텐츠학회 논문지
/ 한국콘텐츠학회
12(3)
: 311~321
[journal]
김경묵
/ 2009
/
Toward a Cultural Framework for Exploring Fit and Flexibility in Partnership Networking: A Comparative Study on Benefit Sharing Practices
/ 경영학연구
/ 한국경영학회
38(1)
: 133~163
[journal]
김영재
/ 2013
/
Value Analysis and Use of E-Business Marketing of Korean Hotel Companies
/ e-비즈니스연구
/ 국제e-비즈니스학회
14(4)
: 169~190
[journal]
김인수
/ 2012
/
A Study on the Influence of Customer Relationship Marketing Factors on Customer Immersion at 5 Star Hotels - Trust and Relationship Volition As a Mediator -
/ 관광학연구
/ 한국관광학회
36(1)
: 353~371
[journal]
김정희
/ 2004
/
A Consequence of Perceived Relarionship Investents and Quality on the Retailer-Supplier Relarionships
/ 소비문화연구
/ 한국소비문화학회
7(4)
: 43~63
[journal]
김주현
/ 2017
/
Investigating Museum Visitors’ Value and Behavior for Cultural Tourism Convergence: Extension of Value-Attitude-Behavior Theory and the Moderating Role of Perceived Price
/ 관광학연구
/ 한국관광학회
41(1)
: 139~158
[journal]
나종연
/ 2010
/
Consumers’ Usage of Online Social Networks: Application of Use-Diffusion Model
/ 소비자학연구
/ 한국소비자학회
21(2)
: 443~472
[thesis]
노용숙
/ 2012
/ 외식 프랜차이즈 가맹본부 윤리적 가치가 본부의 CSR 활동과 관계만족, 관계신뢰, 관계몰입 및 장기지향성에 미치는 영향
/ 박사
/ 세종대학교 대학원
[other]
문화체육관광부
/ 2015
/ 한국호텔업협회 자료
[journal]
박경호
/ 2015
/
The Study on Market Segment of Social commerce user in accordance with their pursuit of Value
/ 관광연구
/ 대한관광경영학회
30(6)
: 285~301
[journal]
박준기
/ 2010
/
Impact of IT Service Quality on Knowledge Sharing through Relationship Quality
/ 한국콘텐츠학회 논문지
/ 한국콘텐츠학회
10(7)
: 355~365
[journal]
방성철
/ 2012
/
A Study on the Efficient Firm Logistics in Installing Win-Winl Cooperation
/ 관세학회지
/ 한국관세학회
13(1)
: 307~321
[journal]
서광석
/ 2017
/
MICE Venue Satisfaction and Its Influence on Expenditures in the Destination
/ 관광학연구
/ 한국관광학회
41(2)
: 99~119
[journal]
서영석
/ 2010
/
Testing Mediator and Moderator Effects in Counseling Psychology Research: Conceptual Distinction and Statistical Considerations
/ 한국심리학회지: 상담 및 심리치료
/ 한국상담심리학회
22(4)
: 1147~1168
[journal]
서현석
/ 2015
/
A Study on the Mobile Social Media Based on Social Network Theory -Focusing on Consumer Relational Embeddedness-
/ 디지털무역리뷰
/ 한국디지털무역연구소
13(4)
: 49~78
[journal]
손증군
/ 2012
/
Effects of Social Commerce Attributes on the Trust, Flow and Loyalty
/ 한국콘텐츠학회 논문지
/ 한국콘텐츠학회
12(2)
: 265~275
[journal]
송광석
/ 2016
/
The Effect of Franchisor Performance Sharing Activities on Relationship Commitment, Trust and Continuous Transaction Intentions of the Franchisees
/ 서비스경영학회지
/ 한국서비스경영학회
17(5)
: 175~197
[journal]
신건철
/ 2002
/
Determinants of Long-Term Orientation between Suppliers and Retailers
/ 경영학연구
/ 한국경영학회
31(4)
: 1069~1088
[journal]
안관영
/ 2012
/
The relationship between knowledge management and knowledge management performance, and the moderating effect of organizational culture in small business
/ 경영교육연구
/ 한국경영교육학회
27(1)
: 82~106
[journal]
양종곤
/ 2016
/
A Study on the Current State of Cross-Border e-Commerce and Strategic Activation Plans for Overseas Direct Sales
/ 디지털무역리뷰
/ 한국디지털무역연구소
14(1)
: 23~46
[journal]
오익근
/ 2015
/
A Study on Awareness of Korea Tourism through Big Data Analysis
/ 관광학연구
/ 한국관광학회
39(10)
: 107~126
[journal]
유동근
/ 2012
/
The Effects of Knowledge Sharing, Interdependence, Mutual Benefit Sharing on Franchise Information System Performance
/ 지식경영연구
/ 한국지식경영학회
13(2)
: 53~72
[journal]
유원상
/ 2009
/
The Impact of the Manufacturer’s E-business through Direct Internet Channel on the Incumbent Independent Physical Store and the Market
/ 한국경영과학회지
/ 한국경영과학회
34(3)
: 165~177
[journal]
윤성준
/ 2004
/
A Study of the Effects of Service Orientation on Business Performance of Medical Service Providers
/ 서비스경영학회지
/ 한국서비스경영학회
5(1)
: 136~156
[journal]
이상진
/ 2013
/
A Study on the Case Analysis in Project for Supporting Social Networking Service Marketing for Small and Medium Exporting Companies
/ 디지털무역리뷰
/ 한국디지털무역연구소
11(3)
: 29~46
[journal]
이성준
/ 2012
/
A Study on Determinants Affecting the Usage of Social Commerce
/ 한국방송학보
/ 한국방송학회
26(3)
: 495~529
[journal]
이세진
/ 2012
/
The Impact of Regulatory Focus on Purchase Intention in Social Commerce - Focusing on Price Discount and Time Pressure
/ 광고연구
/ 한국광고홍보학회
(92)
: 415~437
[journal]
이영남
/ 2007
/ 브랜드이미지가 관계의 질(만족, 신뢰, 몰입)과 브랜드충성도에 미치는영향 : 패밀리 레스토랑을 이용하는 20대 고객을 중심으로
/ 호텔리조트연구
6(2)
: 221~238
[journal]
이원희
/ 2014
/
Determinants of Service Supply Chain Performance: Agent-based Modeling Approach to the Motion Picture Industry
/ 한국생산관리학회지
/ 한국생산관리학회
25(3)
: 265~291
[journal]
이재한
/ 2010
/
The Effect of Franchisor’s On-going Support Services on Franchisee's Relationship Quality and Business Performance in the Foodservice Industry
/ 유통연구
/ 한국유통학회
15(3)
: 1~34
[journal]
이채은
/ 2013
/
An Analysis on the Difference between Brand Image and Customer Loyalty depending on the Recognition of Characteristics for Hotel Customer's Social Commerce
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
22(3)
: 35~53
[journal]
이채은
/ 2013
/
Differences of Characteristics for Social Commerce by Consumption Emotional of Hotel Customer
/ 외식경영연구
/ 한국외식경영학회
16(5)
: 217~235
[journal]
이태균
/ 2010
/
Relationship between the Choice Attribute for Accommodation and the Choice for Tourism Hotel - Targeting Visitors in Gyeongju Area -
/ 관광연구
/ 대한관광경영학회
24(6)
: 233~247
[book]
이학식
/ 2010
/ 소비자행동 : 마케팅 전략적 접근
/ 법문사
[journal]
장몽접
/ 2016
/
Retailer’s Decision and Supply Chain Performance in Correlation with the Supplier’s Irrationality in Service Supply Chains
/ 한국생산관리학회지
/ 한국생산관리학회
27(2)
: 267~285
[journal]
전수성
/ 2015
/
A Study on the Influence of Choice Attributes for Store Satisfaction, Store Trust and Store Loyalty in Cellular Phone Store : The Moderating effect of Consumption Patterns
/ 인터넷전자상거래연구
/ 한국인터넷전자상거래학회
15(1)
: 55~74
[journal]
정종기
/ 2014
/
The Effects of System Developer’s Partnership and Customer Relationship Strategies on Information System Satisfaction
/ e-비즈니스연구
/ 국제e-비즈니스학회
15(1)
: 53~73
[journal]
정지은
/ 2015
/
A Study of the business hotels’ physical images and emotional images impacts on purchasing intention
/ 관광레저연구
/ (사)한국관광레저학회
27(11)
: 93~114
[journal]
조진호
/ 2015
/
Effects of Service Quality on Customer's Perceived Value, Customer Satisfaction, Trust, and Behavioral Intention in the University Cafeteria
/ 서비스경영학회지
/ 한국서비스경영학회
16(5)
: 73~100
[journal]
조화진
/ 2010
/
Parental Attachment, Separation-Individuation, Adult Attachment, College Adjustment, and Psychological Distress among College Freshmen
/ 한국심리학회지: 상담 및 심리치료
/ 한국상담심리학회
22(2)
: 385~411
[thesis]
조현식
/ 2004
/ 프랜차이즈 본부와 가맹점간의 관계의 질적 성향이 재무성과에 미치는 영향
/ 박사
/ 연세대학교 대학원
[journal]
조현진
/ 2005
/
The Effects of Internal Polity on Commitment and Relationship Performance between Franchisors and Franchisees
/ 유통연구
/ 한국유통학회
10(2)
: 27~47
[confproc]
주성래
/ 2003
/ 의류점포와 고객간의 장기적 관계발달과정 모델
/ 한국유통학회추계학술대회 발표논문집
/ 한국유통학회
: 129~143
[journal]
지윤호
/ 2017
/
A Study on the Customer’s A Study on the Customer’s Selection Attributes according to the Characteristics of Room Product in the Mid-Scale Hotels
/ 관광연구
/ 대한관광경영학회
32(6)
: 317~333
[journal]
최상민
/ 2015
/
Impact of ICT Competence on Convergence Performance and the Moderating Effect of Convergence Capabilities
/ 인터넷전자상거래연구
/ 한국인터넷전자상거래학회
15(1)
: 159~175
[journal]
최철재
/ 2016
/
Causal Role of Affective Commitment and Calculative Commitment in Explaining Relationships Between Service Characteristics and Trust and Services Loyalty in Dental Service Setting
/ 한국콘텐츠학회 논문지
/ 한국콘텐츠학회
16(1)
: 541~557
[journal]
한은경
/ 2011
/
The Motives for Using Social Commerce and Satisfaction, Repurchase Intention: Based on the Uses and Gratification Theory
/ 한국광고홍보학보
/ 한국광고홍보학회
13(3)
: 298~325
[journal]
Abdul-Muhmin, A. G.
/ 2005
/ Instrumental and interpersonal determinants of relationship satisfaction and commitment in industrial markets
/ Journal of Business Research
58(5)
: 619~628
[book]
Altman, I.
/ 1973
/ Social penetration : The development of interpersonal relationships
/ Holt, Rinehart and Winston
[journal]
Anderson, J. C.
/ 1990
/ A model of distributor firm and manufacturer firm working partnerships
/ The Journal of Marketing
54(1)
: 42~58
[journal]
Anderson, E.
/ 1992
/ The use of pledges to build and sustain commitment in distribution channels
/ Journal of Marketing Research
29(1)
: 18~34
[journal]
Ashraf, N.
/ 2014
/ No margin, no mission? A field experiment on incentives for public service delivery
/ Journal of Public Economics
120
: 1~17
[journal]
Aulakh, P. S.
/ 1996
/ Trust and performance in cross-border marketing partnerships : A behavioral approach
/ Journal of International Business Studies
27(5)
: 1005~1032
[journal]
Baily, M. N.
/ 2001
/ Do we have a new e-conomy?
/ American Economic Review
91(2)
: 308~312
[journal]
Baron, R. M.
/ 1986
/ The moderator-mediator variable distinction in social psychological research : Conceptual, strategic, and statistical considerations
/ Journal of Personality and Social Psychology
51(6)
: 1173~1182
[journal]
Berry, L. L.
/ 1995
/ Relationship marketing of services growing interest, emerging perspectives
/ Journal of the Academy of Marketing Science
23(4)
: 236~245
[book]
Berry, L.
/ 1991
/ Marketing services
/ The Free Press
[journal]
Bilgihan, A.
/ 2015
/ The effect of website features in online relationship marketing : A case of online hotel booking
/ Electronic Commerce Research and Applications
14(4)
: 222~232
[journal]
Bordonaba-Juste, V.
/ 2008
/ The effect of relationship marketing strategy on franchise channels : Evidence from Spanish franchisees
/ Journal of Marketing Channels
15(1)
: 71~91
[journal]
변승혁
/ 2016
/
An Empirical Study on Customer Revisit Intention through the Promotion of e-Business Marketing by Hotel Companies
/ e-비즈니스연구
/ 국제e-비즈니스학회
17(1)
: 347~364
[journal]
Chatman, E. A.
/ 1991
/ Life in a small world : Applicability of gratification theory to information-seeking behavior
/ Journal of the American Society for information science
42(6)
: 438~449
[journal]
Chiou, J. S.
/ 2004
/ The effect of franchisors communication, service assistance and competitive advantage on franchisees intentions to remain in the franchise system
/ Journal of Small Business Management
42(1)
: 19~36
[journal]
Clark, T. H.
/ 2000
/ Performance, interdependence and coordination in business‐to‐business electronic commerce and supply chain management
/ Information Technology and Management
1(1-2)
: 85~105
[journal]
Clemons, E. K.
/ 1992
/ Information technology and industrial cooperation: the changing economics of coordination and ownership
/ Journal of Management Information Systems
9(2)
: 9~28
[journal]
Cook, K. S.
/ 1978
/ Power, equity and commitment in exchange networks
/ American Sociological Review
43
: 721~739
[journal]
Cronin, Jr, J. J.
/ 2000
/ Assessing the effects of quality, value, and customer statisfaction on consumer behavioral intentions in service environments
/ Journal of Retailing
76(2)
: 193~218
[confproc]
Dwyer, F. R.
/ 1986
/ On the nature and role of buyer-seller trust
/ AMA Summer Educators Conference Proceedings
/ American Marketing Association
11
: 40~45
[journal]
Enz, C. A.
/ 1988
/ The role of value congruity in intraorganizational power
/ Administrative Science Quarterly
33
: 284~304
[journal]
Erkmen, E.
/ 2015
/ Linking brand commitment and brand citizenship behaviors of airline employees : The role of trust
/ Journal of Air Transport Management
42
: 47~54
[journal]
Etgar, M.
/ 1979
/ Sources and types of intrachannel conflict
/ Journal of Retailing
55(1)
: 65~78
[journal]
Fornell, C.
/ 1981
/ Structural equation models with unobservable variables and measurement errors
/ Journal of Marketing Research
18(2)
: 39~50
[journal]
Frazier, P. A.
/ 2004
/ Testing moderator and mediator effects in counseling psychological research
/ Journal of Conseling Psychology
54
: 51~61
[journal]
Gefen, D.
/ 2003
/ Inexperience and experience with online stores : The importance of TAM and trust
/ IEEE Transactions on engineering management
50(3)
: 307~321
[journal]
Gomaa A.
/ 2016
/ Understanding the determinants of hotel booking intentions and moderating role of habit
/ International Journal of Hospitality Management
54
: 52~67
[journal]
Guo, X. L.
/ 2013
/ Corporation contract in tourism supply chains : The optimal pricing strategy of hotels for corporative third party strategic websites
/ Annals of Toursim Research
41
: 20~41
[journal]
Heide, J. B.
/ 1992
/ Do norms matter in marketing relationships?
/ The Journal of Marketing
56(2)
: 32~44
[journal]
Huang, Q.
/ 2011
/ The impact of trust, guanxi orientation and face on the intention of Chinese employees and managers to engage in peer ‐to‐peer tacit and explicit knowledge sharing
/ Information Systems Journal
21(6)
: 557~577
[journal]
Hyun, S. S.
/ 2011
/ The impact of advertising on patrons’ emotional responses, perceived value, and behavioral intentions in the chain restaurant industry : The moderating role of advertising-induced arousal
/ International Journal of Hospitality Management
30(3)
: 689~700
[journal]
Iacovou, C. L.
/ 1995
/ Electronic data interchange and small organizations: Adoption and impact of technology
/ MIS Quarterly
19(4)
: 465~485
[journal]
Jap, S. D.
/ 2000
/ Control mechanisms and the relationship life cycle : Implications for safeguarding specific investments and developing commitment
/ Journal of Marketing Research
37(2)
: 227~245
[journal]
Kaufman, J.
/ 2000
/ Effects of early adverse experiences on brain structure and function : Clinical implications
/ Biological Psychiatry
48(8)
: 778~790
[journal]
Kim, J.
/ 2007
/ Influence of online store perception, shopping enjoyment, and shopping involvement on consumer patronage behaviour towards an online retailer
/ Journal of retailing and Consumer Services
14(2)
: 95~107
[journal]
Koo, B.
/ 2011
/ On-line distribution of airline tickets : Should airlines adopt a single or a multichannel approach?
/ Tourism Management
32(1)
: 69~74
[book]
Kotler, P.
/ 2012
/ Marketing management
/ Pearson
[journal]
Larzelere, R. E.
/ 1980
/ The dyadic trust scale: Toward understanding interpersonal trust in close relationships
/ Journal of Marriage and the Family
42
: 595~604
[journal]
MacKinon, D. P.
/ 1993
/ Estimating mediated effects in prevention studies
/ Evaluation Review
17
: 144~158
[journal]
Matzer, F.
/ 2011
/ Psychosocial stress and coping in alopecia areata : A questionnaire survey and qualitative study among 45 patients
/ Acta dermato-venereologica
91(3)
: 318~327
[journal]
McDonald, G. W.
/ 1981
/ Structural exchange and marital interaction
/ Journal of Marriage and the Family
43
: 825~839
[journal]
Medina-Munoz, D.
/ 2000
/ Successful relationships between hotels and agencies
/ Annals of Tourism Research
27(3)
: 737~762
[journal]
Meyer, J. P.
/ 1987
/ A longitudinal analysis of the early development and consequences of organizational commitment
/ Canadian Journal of Behavioural Science/Revue canadienne des sciences du comportement
19(2)
: 199~215
[journal]
Mohr, J.
/ 1990
/ Communication strategies in marketing channels : A theoretical perspective
/ Journal of Marketing
54(4)
: 36~51
[journal]
Moorman, G. Z.
/ 1992
/ Relationships between providers and users of marketing research : The dynamics of trust within and between organizations
/ Journal of Marketing Research
29(3)
: 314~328
[journal]
Moorman, C.
/ 1993
/ Factors affecting trust in market research relationships
/ The Journal of Marketing
57(1)
: 81~101
[journal]
Morgan, R. M.
/ 1994
/ The commitment-trust theory of relationship marketing
/ The Journal of Marketing
58(3)
: 20~38
[confproc]
Niu, W. J.
/ 2013
/ Contracting and coordination in tourism service supply chain under service providers’ competition
/ Proc. of 2013. International Conference on Management Science & Engineering
20
: 609~614
[journal]
Pederson, E. L.
/ 2007
/ Male gender role conflict and willingness to seek counseling : Testing a mediation model on cillege-aged men
/ Journal of Counseling Psychology
54(4)
: 373~384
[journal]
Petric, J. F.
/ 2002
/ An examination of the construct of perceived value for the prediction of golf travelers : Intentions to revisit
/ Journal of Travel Research
41(8)
: 38~45
[journal]
Polyak, B. T.
/ 2006
/ Estimation of parameters in linear multidimensional systems under interval uncertainty
/ Journal of Automation and Information Sciences
38(2)
: 19~33
[book]
Reve, T.
/ 1990
/ The Firm as a Nexus of Treaties
/ Sage Publications
[journal]
Ring, P. S.
/ 1994
/ Developmental processes of cooperative interorganizational relationships
/ Academy of Management Review
19(1)
: 90~118
[journal]
Rong, J.
/ 2009
/ A contrast analysis of online hotel web service purchasers of online hotel web service purchases and browsers
/ International Journal of Hospitality Management
28(3)
: 466~478
[journal]
Rotter, J. B.
/ 1971
/ Generalized expectancies for interpersonal trust
/ American psychologist
26(5)
: 443~
[journal]
San-Martín, H.
/ 2012
/ Influence of the user’s psychological factors on the online purchase intention in rural tourism : Integrating innovativeness to the UTAUT framework
/ Tourism Management
33(2)
: 341~350
[journal]
Šerić, M.
/ 2016
/ Exploring relationships between customer-based brand equity and its drivers and consequences in the hotel context
/ Current Issues in Tourism
21(14)
: 1621~1643
[journal]
Shary, S. P.
/ 2017
/ Strong compatability in data fitting problems with interval data
/ Vestnik Yuzhno-Ural'skogo Gosudarstvennogo Universiteta. Seriya Matematika. Mekhanika. Fizika
9(1)
: 39~48
[journal]
Sherman, S.
/ 1992
/ Are strategic alliances working?
/ Fortune
126(6)
: 77~78
[book]
Sheth, J. N.
/ 1991
/ Consumption values and market choice: Theory and applications
/ Colleage Division on South-Western Publising Co
[journal]
Spekman, R. E.
/ 1988
/ Strategic supplier selection : Understanding long-term buyer relationships
/ Business Horizons
31(4)
: 75~81
[journal]
Thompson, L.
/ 1983
/ The end of marriage and acceptance of marital termination
/ Journal of Marriage and the Family
45
: 103~113
[journal]
Ulaga, W.
/ 2006
/ Value-based differentiation in business relationships : Gaining and sustaining key supplier status
/ Journal of Marketing
70(1)
: 119~136
[journal]
Weiner, Y.
/ 1988
/ Forms of value systems : A focus on organizational effectiveness and cultural change and maintenance
/ Academy of Management Review
13(4)
: 534~545
This paper was written with support from the National Research Foundation of Korea.