호텔 이용객의 고객경험이 긍정적 감정, 고객감동, 재방문의도에 미치는 영향 연구

The purpose of this study is to identify the structural relationship among hotel customer experience(Rational experience, physical experience, relational experience), customer emotion, customer delight and revisit intention. The survey is conducted from April 13th to 23th. Of the 300 responses, 227 effective responses were used in the survey analysis which is used 5-point Likert scale. To test the hypothesis, empirical research method of Structural Equation Modeling(SEM) was used with the help of AMOS program. The results are as followed. First, three factors of customer experience-rational experience, physical experience and relational experience have significant relationships with customers' positive emotion and customer delight. Thus, hypotheses 1 and 2 were accepted. Second, hypothesis 3-hotel customers' positive emotion will have positive influence on customer delight- is also accepted. Third, hypotheses 4 and 5-positive emotion and customer delight will have positive influence on revisit intention-are also accepted. Accordingly, it is highly recommended for hotel managers to help customers build good relationship with others so that they can have positive emotions and increase revisit rate and intention to recommend.