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A Study of the Influence of CRM Korean Restaurant Passengers Quality perceived by Emotional Response and Customer Behavior - Focus on the Mediating Effect of Customer Emotional Response -  

Kim, Chan-Woo (Dept. of Hotel Culinary & Food Service Management, Catholic Kwandong University)
Kim, Seong-Soo (Dept. of Korean Master-Work Culinary Arts, Incheon Jaeneung University)
Publication Information
Culinary science and hospitality research / v.22, no.5, 2016 , pp. 82-94 More about this Journal
Abstract
This study on CRM oftKorean restaurant guests to test the emotional response and behavioral intention. Three kinds of variables(service quality, information quality, system quality) from Korean restaurant guests were set to test the CRM. Results of the multiple regression analysis revealed a positive significant relationship with respect to quality of service, quality information, and quality system with all customer emtional reaction. Second, the results also found that the three independent variables of quality of service (${\beta}=.104$, P<.01), information quality (${\beta}=.215$, P<.001), and system quality (${\beta}=.682$, P<001) had a significant positive effect on the dependent variable for customer behavior (+). Third, CRM quality of service, quality information, and quality of the restaurant system are shown to influence the behavior and it also showed that both the part-mediated effects.
Keywords
CRM; customers emotional response; customer behavior intentions;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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