호텔체류경험이 고객감정, 만족 및 행동의도에 미치는 영향

초록

The purpose of this study is to examine the relationships among cognitive and sensory experiences, customer emotions, satisfaction and behavioral intentions of customers with hotel stay experience. Using structural equation analysis, the proposed model was tested the data collected from 314 adults with a recent hotel stay. The results showed that cognitive and sensory experiences in a hotel stay significantly affected customer emotions and sensory experiences impacted more on the customer emotions than did cognitive experiences. And customer emotions that are influenced by cognitive and sensory experiences significantly affected customer satisfaction and in turn customer satisfaction affected behavioral intentions. In particular, customer emotions mediated the effect of cognitive and sensory experiences on customer satisfaction. This study suggests that customer emotions are a key factor to influence customer satisfaction and behavioral intentions in the future. This study includes a discussion of the managerial and theoretical implications of customer experiences in a hotel stay, customer emotions, satisfaction and behavioral intentions.

키워드