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The Influence of Hotels' Service Quality and Customer Value on the Reservation Intention: Temporal Construal Theory Perspective

호텔서비스품질과 고객가치가 예약의도에 미치는 영향: 시간해석이론 관점에서

  • 도현옥 (금오공과대학교 경영학과) ;
  • 김귀곤 (금오공과대학교 경영학과)
  • Received : 2012.11.29
  • Accepted : 2012.12.20
  • Published : 2012.12.31

Abstract

The purpose of this study is to suggest a research for hotels' expected service quality which influences reservation intention of hotel services. And we checked that these relations are formed by mediating of customer value on the basis of temporal construal theory. The result of our studies is as follows: 1) An abstract hotels' expected service quality(a concrete hotels' expected service quality) influence more on the customer's the social psychological value(the functional value) than the functional value(the social psychological value). 2) The customer's functional value(the social psychological value) influence more on the reservation intention of hotel service near(distant) in time than distant(near) in time. This research provides a theoretical-practical implications to the marketing staffs like packaging designers as well as scholars to study hotel services.

Keywords

hotels' expected service quality;reservation intention;customer value;temporal construal theory;mediating effect