Effects of Person-to-Person Service Encounters on Service Values and Repurchase Intentions in Hotel Industry

호텔 대인 서비스 인카운터가 서비스가치와 재구매 의도에 미치는 영향

  • 하용규 (경기대학교 대학원, 관광학)
  • Published : 2009.05.28


Along with variables like the person-to-person service encounter, perceived service value and repurchase intentions by customers plays a vital role in customer evaluation of service results in hotel industry. This study aimed to explore the relationships between person-to person encounter, service value, and repurchase intention by customers in deluxe hotel. The results of this study are, person-to-person encounter direct impacts on service value, and repurchase intention. And service value direct influences to repurchase intention. These results suggests that new direction of marketing managements on competing environments in hotel industry for customer satisfactions and customer retentions.


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