패밀리 레스토랑 종사원의 서비스 지향성과 고객의 감정적 반응, 태도, 충성도와의 관계 연구

The Study of Relations between Family Restaurant Employee’s Service-Orientation and Customer’s Emotional Response, Attitude and loyalty

The purpose of this study is to confirm relations between restaurant employee’s service-orientation and customer’s emotional response, attitude and loyalty. In order to analyze the proposed constructs, regression analyses is required for this research. Results show the influence of customer-oriented service is a positive emotional response to customers. And it’s analyzed positive influence affect attitude and loyalty as well. So restaurant owners must provide customer-oriented service in marketing in order to increase revenue and enhance customer relationship.