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http://dx.doi.org/10.5392/JKCA.2010.10.12.434

The Effect of Resort Hotel Employees' Interpersonal Trust on Customer's Loyalty and Repurchase Intention  

Min, Bo-Young (우송대학교 외식산업경영학과)
Cheon, Hee-Sook (우송대학교 외식산업경영학과)
Publication Information
The Journal of the Korea Contents Association / v.10, no.12, 2010 , pp. 434-444 More about this Journal
Abstract
Hotel should provide customers with trust and satisfaction through a long-term relationship to receive a loyalty from them. In this study, we interviewed resort hotel customers in Je-ju island to find out how an interpersonal trust affects customer's loyalty and repurchase intention. Through this research, we found out the customer's feeling on employees regarding their abilities and similarities has a positive effect on the customer's loyalty and repurchase intention while the consistency of employees has a negative effect. For the customers who're interested in resort area with curiosity and new concerns, consistency is negative affected factor to customer loyalty and repurchase intention.
Keywords
Interpersonal Trust; Customer's Loyalty; Repurchase Intention;
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