유통산업의 고객감정, 고객만족, 재방문 의도에 관한 서비스스케이프의 효과

Abstract

This study presents to investigate the relationship among the servicescape, the customer emotion and customer satisfaction. The study firstly focuses on exploring the variables related with the customer emotion, the revisit intention and customer satisfaction. The necessary literatures were reviewed and the research model was developed along with hypothesis. The physical environment aims at the customer using the discount stores based on the previous studies of the physical environment. SPSS 18.0 and AMOS 18.0 statistical package were utilized for exploring the effects of the servicescape, the customer emotion, customer satisfaction, and revisit intention. This study results provides decision-makers in logistics and distribution industries with strategic insights for better understanding managerial problems and similar business settings.