목차
Ⅰ. 머리말
Ⅱ. 이론적 고찰
1. 호텔서비스의 개념
2. 호텔서비스 속성의 개념과 측정
3. 호텔 서비스 품질의 개념과 측정
4. 만족의 개념과 측정
5. 행동의도
Ⅲ. 연구방법
1. 조사절차
2. 측정변수의 적용 및 분석 방법
3. 표본 특성
4. 연구가설의 설정
Ⅳ. 분석결과 및 해석
1. 호텔의 서비스 속성에 대한 지각
2. 만족과 행동의도
3. 구조분석을 통한 가설검증
Ⅴ. 결론
1. 연구결과의 요약과 시사점
Ⅱ. 이론적 고찰
1. 호텔서비스의 개념
2. 호텔서비스 속성의 개념과 측정
3. 호텔 서비스 품질의 개념과 측정
4. 만족의 개념과 측정
5. 행동의도
Ⅲ. 연구방법
1. 조사절차
2. 측정변수의 적용 및 분석 방법
3. 표본 특성
4. 연구가설의 설정
Ⅳ. 분석결과 및 해석
1. 호텔의 서비스 속성에 대한 지각
2. 만족과 행동의도
3. 구조분석을 통한 가설검증
Ⅴ. 결론
1. 연구결과의 요약과 시사점
본문내용
cess, 50, (1991), pp. 179-211.
Ander E. W., and Sullivan M. W., "The Antecedents and Consequences of Customer Satisfaction for Firms", Marketing Science, 12(Spring 1993), pp. 125-126.
Bitner Mary, Jo, "Evaluating Service Encounters : The Effect of Physical Surroundings and Employee Responses", Journal of Marketing, 54(April 1990), pp.69-82.
Bostrm Gert-Olof, "Successful Cooperation in Professional Services : What Characteristics Should the Customer Have?", Industrial Marketing Management, 24(June 1995), p. 152.
Cronin J. Jorseph, Jr, and Taylor Steven A.,, "SERVPERF vs SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectation Measurement of Service Quality." Journal of Marketing, 58(January 1994), pp. 125-131.
Dezel Jenkins, Sharon, "The Applicability of SERVPERF in Judging Service Quality for Biomedical Information Professionals", Dissertation Paper (Ph.D), University of North Texas, (1999), pp. 10-26.
Engel J. F., Blackwell R. D., and Miniard P. W., "Consumer Behavior", 8th ed, (New York : The Dryden Press), (1995), pp. 389-391.
Fridgen, J. D., "Dimension of Tourism", (Educational Institute of the American Hotel & Motel Association), (1991), p. 235.
Goodfellow J. H., "The Marketing of Goods and Services as a Multidimensional Concept", The Quarterly Review of Marketing, (Spring 1983), p. 20.
Kock Maria Holmlund Sren, "Buyer Perceived Service Quality in Industrial Networks", Industrial Marketing Management, 24, 2(March 1995), p. 120.
Kotler P., "Principles of Management", 7th ed.(Prentice-Hall International Editions), (1991), p. 455.
Laura J. Lawton, David Weaver, and Bill Faulkner, "Customer Satisfaction in the Austrlian Timeshare Industry", Journal of Travel Research, 37(August 1998), pp. 30-38.
Lovelock C. H., "Classifying Service to Gain Strategic Marketing Insights", Journal of Marketing, 47(Summer 1983), p. 9.
Lynch John G., Thomas E. Buzas, and Sanford V. Berg, "Regulatory Measurement and Evaluation of Telephone Service Quality", Management Science, 40(February 1994), p. 171.
March Morritt, Ronald, "Perceived Price Effects on Service Repurchase Intention: Toward a Disconfirmation Model of Price, Quality, Satisfaction, Value, and Brand Name", DBA, Nova Southeastern University, (1999), pp. 41-57.
Martine W. B., "A New Approach to the Understanding and Teaching of Service Behavior", Hospitality Education and Research Journal, 11. 2(1987), pp. 256-257.
Ozment Zohn, and Edward A. Morash, "The Augmented Service offering for Perceived and Actual Service Quality", Journal of Academy of Marketing Science, 22, 4(Fall 1994), pp. 352-354.
Parasurman A., Zeithaml V. A., and Berry L. L., "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, 64(Spring 1988), pp.12-40.
Stanton W. J., "Fundamentals of Marketing", 7th ed.(New York: McGraw-Hill Book Co.), (1984), p. 494.
Walker James L., "Service Encounter Satisfaction: Conceptualized", Journal of Service Marketing, 9, 1(1995), p. 7.
Ander E. W., and Sullivan M. W., "The Antecedents and Consequences of Customer Satisfaction for Firms", Marketing Science, 12(Spring 1993), pp. 125-126.
Bitner Mary, Jo, "Evaluating Service Encounters : The Effect of Physical Surroundings and Employee Responses", Journal of Marketing, 54(April 1990), pp.69-82.
Bostrm Gert-Olof, "Successful Cooperation in Professional Services : What Characteristics Should the Customer Have?", Industrial Marketing Management, 24(June 1995), p. 152.
Cronin J. Jorseph, Jr, and Taylor Steven A.,, "SERVPERF vs SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectation Measurement of Service Quality." Journal of Marketing, 58(January 1994), pp. 125-131.
Dezel Jenkins, Sharon, "The Applicability of SERVPERF in Judging Service Quality for Biomedical Information Professionals", Dissertation Paper (Ph.D), University of North Texas, (1999), pp. 10-26.
Engel J. F., Blackwell R. D., and Miniard P. W., "Consumer Behavior", 8th ed, (New York : The Dryden Press), (1995), pp. 389-391.
Fridgen, J. D., "Dimension of Tourism", (Educational Institute of the American Hotel & Motel Association), (1991), p. 235.
Goodfellow J. H., "The Marketing of Goods and Services as a Multidimensional Concept", The Quarterly Review of Marketing, (Spring 1983), p. 20.
Kock Maria Holmlund Sren, "Buyer Perceived Service Quality in Industrial Networks", Industrial Marketing Management, 24, 2(March 1995), p. 120.
Kotler P., "Principles of Management", 7th ed.(Prentice-Hall International Editions), (1991), p. 455.
Laura J. Lawton, David Weaver, and Bill Faulkner, "Customer Satisfaction in the Austrlian Timeshare Industry", Journal of Travel Research, 37(August 1998), pp. 30-38.
Lovelock C. H., "Classifying Service to Gain Strategic Marketing Insights", Journal of Marketing, 47(Summer 1983), p. 9.
Lynch John G., Thomas E. Buzas, and Sanford V. Berg, "Regulatory Measurement and Evaluation of Telephone Service Quality", Management Science, 40(February 1994), p. 171.
March Morritt, Ronald, "Perceived Price Effects on Service Repurchase Intention: Toward a Disconfirmation Model of Price, Quality, Satisfaction, Value, and Brand Name", DBA, Nova Southeastern University, (1999), pp. 41-57.
Martine W. B., "A New Approach to the Understanding and Teaching of Service Behavior", Hospitality Education and Research Journal, 11. 2(1987), pp. 256-257.
Ozment Zohn, and Edward A. Morash, "The Augmented Service offering for Perceived and Actual Service Quality", Journal of Academy of Marketing Science, 22, 4(Fall 1994), pp. 352-354.
Parasurman A., Zeithaml V. A., and Berry L. L., "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, 64(Spring 1988), pp.12-40.
Stanton W. J., "Fundamentals of Marketing", 7th ed.(New York: McGraw-Hill Book Co.), (1984), p. 494.
Walker James L., "Service Encounter Satisfaction: Conceptualized", Journal of Service Marketing, 9, 1(1995), p. 7.
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