Relational benefits, their consequences, and customer membership types

Title
Relational benefits, their consequences, and customer membership types
Author(s)
김동진이용기[이용기]최병호[최병호]현성협[현성협]
Keywords
IN-SERVICE DELIVERY; PHYSICAL ATTRACTIVENESS; VOLUNTARY PERFORMANCE; SATISFACTION; QUALITY; PERSPECTIVE; INDUSTRY; LOYALTY; TRUST; COMMITMENT
Issue Date
201402
Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
Citation
SERVICE INDUSTRIES JOURNAL, v.34, no.3, pp.230 - 250
Abstract
The purpose of this research is to develop and test a theoretical model in which customer satisfaction mediates the relationship between a firm's relational benefits efforts (i.e. psychological, social, and special treatment benefits) and customer voluntary performance behaviors. Through a review of literature, a conceptual model was developed and then tested utilizing data collected from 522 hotel restaurant patrons. The results indicated that customer relational benefits influence customer voluntary behaviors, the impact of which is mediated by customer satisfaction. More importantly, it was found that the relationships among relational benefits, customer satisfaction, and customer voluntary performance differ depending on whether the surveyed customers had paid or free memberships with the companies in question. The managerial implications of these findings are discussed in the latter part of this article.
URI
http://hdl.handle.net/YU.REPOSITORY/33232http://dx.doi.org/10.1080/02642069.2013.763927
ISSN
0264-2069
Appears in Collections:
자연자원대학 > 외식산업학과 > Articles
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