공항레스토랑 서비스 품질, 감정반응 및 행동의도간의 관계 연구: 보상을 조절효과로

초록

The purpose of this research was to examine the impact of airport-restaurant service quality on patrons' emotional responses and the influence of emotion on patrons' behavioral intentions. In addition, the moderating role of compensation in the relationship between negative emotion and behavioral intentions was tested. In order to test the moderating effect, respondents were split into two sub-groups, one of which perceives compensation as important and one of which does not. According to the results of data analysis, it was revealed that all of service quality except interaction and outcome positively influence both positive and negative emotion, which partially supported Hypothesis 1. The result also indicated that emotional responses(positive, negative) influence behavioral intentions, which was statistically significant at p<0.001. Thus, Hypothesis 2 was supported. Finally, the moderating role of compensation was supported. It was found that negative emotion has an impact on behavioral intention in the group which perceives compensation as important; however, in the case of the group which think compensation is not important, the impact can not be confirmed.

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