스포츠센터 고객접점 서비스가 고객만족, 긍정적 감정, 고객몰입 및 추천의사에 미치는 영향

Abstract

The purpose of this study is to provide a basic data for human service through examining the causal relationship among service encounter, satisfaction, positive emotion, commitment and intention of recommendation for sport center member. The subjects of this research were sport center member of Seoul, Gyeonggi-do and Jeollabuk-do. 383 questionnaires were used as the final data. The results of this research were drawn by frequency analysis, confirmative factor analysis, reliability analysis, correlation analysis and structure equation model using SPSS & AMOS 22.0 version. The results are as follow . First, service effectiveness and service listening of service encounter had significant influence on members’satisfaction. Second, service performance of service encounter had significant influence on positive emotion of sport center. Third, members’satisfaction had significant influence on positive emotion, commitment of sport center and intention of recommendation. Fourth, positive emotion of sport center had significantly influence on commitment and intention of recommendation. Fifth, commitment of sport center had significant influence on recommendation intention.