Journal of Service Research and Studies (서비스연구)

The Society of service Science (서비스사이언스학회)
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Effects of Casino Servicescape and Customer Interaction on Chinese and Japanese Customers' Emotions and Loyalty

카지노 서비스스케이프와 고객 상호작용이 중국과 일본 고객의 PAD감정과 충성도에 미치는 영향

  • Kim, JeanSei (Hotel & Tourism Management Department, Woosong University) ;
  • Noh, Jeonpyo (Division of Business, Yonsei University)
  • 김진세 (우송대학교, 호텔관광경영학과) ;
  • 노전표 (연세대학교, 정경대학 경영학부)
  • Received : 2018.02.19
  • Accepted : 2018.06.14
  • Published : 2018.06.30
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Abstract

This study investigates the effects of casino servicescape and customer interaction on the emotions and loyalty of Chinese and Japanese customers. Data on casino servicescape, customer interaction, pleasure, arousal, and dominance (PAD) emotions, and loyalty were obtained from 275 Chinese and Japanese gamblers in Korea's foreigner-only casinos, and structural model analysis using AMOS 21.0 was conducted to verify the model. This study empirically confirmed the similarities and differences in PAD emotions between Chinese and Japanese customers on casino servicescape and on their interactions at casinos. By doing so, this study theoretically attempts to extend the existing research framework, and demonstrates the need for casinos to consider the role of culture/nationality in the context of international marketing when targeting international consumers.

이 연구에서는 카지노 서비스스케이프 및 고객 상호작용이 중국과 일본 고객의 감정과 충성도에 미치는 영향을 조사하였다. 한국내 외국인 전용 카지노에서 275명의 중국과 일본 고객들로 부터 카지노 서비스스케이프, 고객 상호 작용,즐거움, 환기, 지배성 (PAD) 감정 및 충성도에 관한 자료를 얻었고, AMOS 21.0을 사용한 구조모형 분석을 실시하여 모델을 검증했다. 이 연구는 경험적으로 카지노 서비스 영역에서의 중국과 일본 고객 사이의 PAD 감정과 카지노에서의 상호 작용에 있어서 유사점과 차이점을 확인했다. 이러한 점에서 이 연구는 이론적으로 기존 연구의 틀을 확장하려고 시도하였고, 카지노 운영자는 국제 소비자를 타켓으로 설정할 때 국제 마케팅의 맥락에서 문화와 국적의 역할을 세심하게 고려할 필요성을 입증하였다.

Keywords

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