호텔기업의 관계혜택이 만족, 신뢰 및 고객애호도에 미치는 영향

In severe competition, service business has to search for competitive advantage to focus customer satisfaction, trust, and customer loyalty to make more profitability in the hotel industry. Hotel manager has proceeded strategic decision making to setup customer satisfaction, trust, and customer loyalty for long-term revenue management in the hotel industry. This study focused on the effect of relational benefit on customer satisfaction, trust, and customer loyalty in the hotel industry. There are needs for explore customer satisfaction, trust, and customer loyalty of hotel to search the coordinating point to make effective revenue management. There are the finding of this study are summarized as follows: First, relational benefit had positive effects on customer satisfaction and customer loyalty. Second, customer satisfaction had positive effects on trust and customer loyalty. Third, trust had positive effects on customer loyalty.