호텔레스토랑 고객의 감정적 애착이 서비스 인카운터와 추천의도의 관계에 미치는 매개효과

The Mediating Effects of Customers' Emotional Attachments between Service Encounters and Referral Intentions.

This study tried to verify the influence how the service encounters affect on referral intentions, it is an essential factor for the customers to evaluate service in experience to the hotel industry. Also, the practical analysis has been done by customers who had ever used hotel restaurants located in Seoul to cross-check how to affect mediating effects on between service encounters and referral intentions. The results of the practical analysis discovered that the service encounters and the emotional attachments make an influence on referral intentions and the emotional attachments affect mediating effects on between service encounters and referral intentions. The ultimate results of this study brings up the new direction in ways the training of the hotel employees and customer relationship in management of the hotel restaurants.