중국 특급 호텔 레스토랑 고객의 지각된 조직시민행동이 서비스품질 및 재방문의도에 미치는 영향에 관한 연구

A Study on the Effects of Perceived Organizational Citizenship Behavior on the Service Quality and Revisit Intention of Chinese Deluxe Hotel Restaurant Customers

This study aimed to empirically analyze and establish the relations of perceived Organizational Citizenship Behavior, service quality, and revisit intention of Chinese hotel restaurant customers. To achieve the objectives of the study effectively, both literary and empirical research methods were conducted. Theoretical examination of perceived organized civic action, service quality and revisit through literature research was conducted, and empirical research methods were implemented based on the results of the literature study. In addition, the statistical processing of the collected data used SPSS 22.0 and frequency analysis, reliability analysis, factor analysis, correlation analysis, and multiple regression analysis were performed to verify the hypothesis. This study conducted a survey targeting the users of a deluxe hotel restaurant located in Shanghai, and the results of analyzing the collected data are as follows. First, in the results of analyzing the relation between perceived Organizational Citizenship Behavior and service quality, the perceived Organizational Citizenship Behavior had significantly effects on the service quality. Second, Second, in the results of analyzing the relation between service quality and revisit intention, the service quality had significantly effects on the revisit intention, Third, in the results of analyzing the relation between perceived Organizational Citizenship Behavior and revisit intention, the perceived Organizational Citizenship Behavior had significantly effects on the revisit intention. Through the study of research subjects, we should establish marketing strategies to maximize the interests of hotel companies and customers as well as effective customer management, and We want to use it as data to enhance the competitiveness of hotel companies and get important implications for human resource management.