특급호텔 서비스를 이용하는 VIP 고객 관점에서의 CRM 관계편익에 관한 연구：일반 고객과의 비교를 중심으로
Does Customer Relationship Management for VIP Customers Affect Repurchase and Positive WOM in Premium Hotels?
심병희(고려대학교); 김민철(고려대학교); 고재용(고려대학교); 김상용(고려대학교)
36권 4호, 185~206쪽
초록
“Does CRM benefit affect repurchase or WOM? What is difference between VIP customers and non-VIP customers on CRM benefit?” is the interesting issue on premium industry such as a hotel business. This study examines how social benefit, psychological benefits, economic benefits and customization benefits affect repurchase and positive WOM in premium hotel. Only three of the four benefits showed significant results in repurchase and positive WOM. Also interactions between customer type and benefits were different in repurchase and WOM. The results figure out that VIP customers depend on psychological benefits and customization benefits on repurchase, whereas VIP customers depend on only social benefit on WOM. This finding suggests that hotels need to develop VIP program and approach differently to increase the repurchase volume or positive WOM effect.
Abstract
“Does CRM benefit affect repurchase or WOM? What is difference between VIP customers and non-VIP customers on CRM benefit?” is the interesting issue on premium industry such as a hotel business. This study examines how social benefit, psychological benefits, economic benefits and customization benefits affect repurchase and positive WOM in premium hotel. Only three of the four benefits showed significant results in repurchase and positive WOM. Also interactions between customer type and benefits were different in repurchase and WOM. The results figure out that VIP customers depend on psychological benefits and customization benefits on repurchase, whereas VIP customers depend on only social benefit on WOM. This finding suggests that hotels need to develop VIP program and approach differently to increase the repurchase volume or positive WOM effect.
- 발행기관:
- 한국경영과학회
- 분류:
- 경영학