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Candidate
고객-종업원 상호작용품질과 관계지속의도의 관계에서 신뢰의 매개효과
The Mediating Effects of Trust on the Relationship between Interactional Quality and Relationship continuity
김상호 ( Sang Ho Kim ) , 김태문 ( Tea Moon Kim ) , 정강국 ( Kang Kook Jung )
Tourism Research vol. 33 1-17(17pages)
UCI I410-ECN-0102-2012-320-003276115

The purpose of this study tried to reveal how Interactional Qualities of deluxe hotels located in Seoul affects corporate trust and Relationship continuity. In addition, it tries to find out the mediating effect that the trust among coworkers have contributed to Interactional Quality and Relationship continuities. The result of this study shows that Interactional Quality have a great effect on the trust among hotel restaurants and Relationship continuities. And it has been found that the trust between the customer and employees is a mediating effect between Interactional Quality and Relationship continuities. These results could be helped in understanding consumer`s behavioral intention in connection with the relationship marketing and working out useful marketing strategies by restaurant managers in the hotel industry.

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