호텔 레스토랑에서 관계효익이 고객만족과 고객의 자발적 행동에 미치는 영향에 관한 연구

The Effect of Relational Benefits on Customer Satisfaction, and Customer Voluntary Performance in the Hotel Restaurant

This study examines the effect of relational benefits on customer satisfaction (with employees and restaurants), and customer voluntary performance (customer loyalty, cooperation, and participation) in the hotel restaurant context using LISREL 8.5 W. The results can be summarized as follows: first, the perception of psychological, special treatment, and social benefits are positively associated with employee satisfaction. Second, the perception of psychological and special treatment benefits are positively associated with restaurant satisfaction. Third, the customer satisfaction with employees is positively associated with the customer satisfaction with the restaurant. Finally, the customer satisfaction with employees and restaurants is positively associated with customer loyalty, cooperation, and participation.