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A Study on the Relationships among Coffee Shop Consumers` Service Experience, Emotional Response, Satisfaction and Loyalty
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커피전문점 소비자의 서비스 체험, 감정반응, 만족 및 충성도간의 관계연구

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Type
Academic journal
Author
Journal
Korean Hospitality and Tourism Academe Korean Journal of Hospitality & Tourism Vol.23 No.3 KCI Accredited Journals
Published
2014.6
Pages
165 - 181 (17page)

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A Study on the Relationships among Coffee Shop Consumers` Service Experience, Emotional Response, Satisfaction and Loyalty
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The purpose of this study was to identify the effects of consumers` perceptions of service experience on emotional response, satisfaction and loyalty in the coffee shop. Especially, this research focused on examining the core factors influencing consumers` emotional responses to analyze and evaluate their present service competences. This study used data collected from 293 coffee shop consumers; Of 281 questionnaires, 12 unsuitable data were excluded for data analysis. These data were processed using SPSS 18.0 and Structural Equation Modeling with Amos 18.0 to test proposed hypotheses. The results are summarized as follows. First, the decomposition of path analysis revealed significant positive effects on emotional response by sense experience, service environment and functional service. While sense experience was shown to have the largest influence on emotional response and service environment, functional service are the next, but employee service had no significant effect on emotional response. Second, consumer emotional response had a statistically significant impact on the consumer satisfaction. Finally, both of emotional response and satisfaction had significant influences on loyalty. Results are expected to be valuable as a basic data for establishing various marketing strategies for improving management results with consideration of consumers` perceived service experience in the coffee shop.
#서비스 체험 #감정반응 #만족 #충성도 #커피전문점 #Service Experience #Emotional Response #Satisfaction #Loyalty #Coffee Shop

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References (52)

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1. [학술지(정기간행물)] - 김기진 / 2010 / 국내․외 브랜드에 따른 커피전문점의 서비스품질이 고객만족과 행동의도에 미치는 영향력 비교에 관한 연구 / 호텔경영학연구 19 (4) : 187 ~ 206 dbpia 2. [학술지(정기간행물)] - 김수진 / 2011 / 커피전문점의 물리적 환경이 브랜드 충성도에 미치는 영향: 고객만족과 감정 반응의 매개 효과 비교를 중심으로 / 동아시아식생활학회지 21 (4) : 609 ~ 624 dbpia 3. [학술지(정기간행물)] - 김영국 / 2012 / 브랜드 경험, 브랜드 애착, 브랜드 충성도의 관계 - 커피전문점을 중심으로 - / 관광학연구 36 (8) : 249 ~ 267 google schola 4. [기타자료] - 관세청 / 2013 / 『최근 커피 수입동향』 보도자료 google schola 5. [학술지(정기간행물)] - 손영재 / 2011 / 외식서비스접점에서의 고객경험관리(CEM)와 지각된 감정 및 브랜드태도, 관계지향성의 구조적관계에 관한 연구 / 외식경영연구 14 (1) : 181 ~ 200 dbpia

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