레저산업에서 고객만족에 영향을 미치는 서비스 제공자의 행동에 관한 연구

The purpose of this research was to investigate the impact of service encounter on customers` perceptions of service quality and customer satisfaction, and subsequent their return intentions within a leisure industry. Drawing data collected from members at recreation centers, the effect of service encounter(both interpersonal interaction and task interaction) on customer satisfaction and customers` perceptions of service quality were investigated. Structural equation modeling(e.g., LISREL) was employed to test the proposed model and the causal relationships among the hypothesized relationships. Based on customer surveys, the findings are that interpersonal interaction had a significant effect on customers` perceptions of service quality and task interaction had a significant effect on customer satisfaction. On the other hand, interpersonal interaction had no significant effect on customer satisfaction and task interaction had no significant effect on customers` perceptions of service quality. Finally, it was revealed that both customer satisfaction and ctlstomers` perceptions of service quality had a significant effect on their return imemions.