earticle

영어

This study tried to verify the influence how the service encounters' quality affect on customer satisfaction and referral intentions, it is an essential factor for the customers to evaluate service in experience to the hotel industry. Also, the practical analysis has been done by customers who had ever used hotel restaurants located in Seoul to cross-check how to affect mediating effects of customer satisfaction on the relationship between service encounters' quality and referral intentions. The results of the practical analysis discovered that the service encounters' quality and the customer satisfaction make an influence on referral intentions and the customer satisfactions affect mediating effects on the relationship between service encounters' quality and referral intentions. The ultimate results of this study brings up the new direction in ways the management of customers and customer relationship marketing management in the hotel firms.