고객이 지각한 호텔 ESG 경영이 재방문의도에 미치는 영향 - ESG 경영인식의 조절효과 중심으로 -

In this study, the need for specific research on the perception of the importance of affecting customers' psychology and behavior of ESG activities in hotel company management is raised, and ESG management activities are aimed at verifying the role of ESG management activities in Korea within a year. As part of this effort, ESG's interest in realizing customer lifetime value is an important part of companies in the hospitality industry, as hotels are trying to differentiate themselves to attract customers amid intensifying competition among hotel companies. In this study, a total of 321 questionnaire papers were distributed to customers who experienced ESG, and 300 copies were finally used for empirical analysis. The results of this study are as follows. First, ESG management (social, environment, and governance structure) of hotel companies was found to have a significant impact on customers' perceived values. Second, by using the level of awareness of hotel ESG management as a regulator, the effect of hotel ESG management on re-visit intentions was confirmed, and the effect of environmental and social policies on re-visit intentions was not shown. In order for consumers to visit again through this study, it is more important than anything else to inform consumers of ESG management and disclose the control structure on the website that is difficult for customers to recognize so that they feel differentiated from other companies. In addition, ESG management has a positive impact on the intention of re-visiting when purchasing hotel products, so active efforts should be made for environmental, social, and governance policies to attract various customers from hotels.