호텔 고객경험이 감정반응, 만족에 미치는 영향

Abstract

The study is hotel customers' experience is divided by rational experience, physical experience, and relational experience On the basis of investigation of customer experience's process and management of customers' experience, it provides strategic implication when attracting new customer and maintaining regular customer. In research, in order to achieve the goal brought up in the previous research, documentary investigation and positive analysis are running in parallel. Basic theory system is studied through documentary research. Previous research about customers' experience, customers' emotional experience and customers' satisfaction is studied by using reference. It also selects and applies appropriate factors when operating research. For research, material collection is made by carrying out survey. By means of previous research, questionnaire is made on the basis of collected measurement tools. Research scope and research technique as followed. First of all, according to the study of previous research, it points out the conceptual definition of main research variable. Secondly, for purpose of endurance of research feasibility and credibility, research pattern and assumption are set by questionnaire study. After that positive research is performed. Thirdly, positive analysis takes Chinese, who come to Jeju regularly, as research object, and collects materials. The material collection method of this analysis is performed by strategic questionnaire. Fourthly, SPSS 18.0 program is utilized so as to examine the feasibility and credibility of measurement tool, and assumption. Research results as: 1. Rational experience, physical experience and relational experience of hotel customers are all under level of significance of statistic, which have a great influence to customers' positive reaction. Among them, relational experience makes a big difference to customers' positive reaction. 2. Rational experience, physical experience and relational experience of hotel customers are all under level of significance of statistic, which have a great influence to the definition of customer satisfaction. Among them, relational experience makes a big difference to customers' positive reaction. 3. Emotional reaction of hotel customers, through level of significance of statistic, influences the definition of customer satisfaction.