A Study on the Service Quality of Starbucks Coffee Shops and Korean Brand Coffee Shops in Korea

摘要：

The main purpose of this study is to identify the difference between Starbucks and Korean brand coffee shops in Korea.We wanted find what is the major strong factor of service quality and loyalty in coffee shops.The results of this study show that there are many differences between them in the quality factors.The results of Starbucks explain that the location & ambiance and empathy influence the customer satisfaction.And customer satisfaction influence loyalty too.The results of Korean brands illustrate that reliability,empathy,and location & ambiance influence customer satisfaction.Moreover,tangibles,empathy,and customer satisfaction influence the loyalty too.

作者: Gyu jin Chae Doo Bok Kim Inhye Park

作者单位: Dept.of Hotel Culinary & Catering Management,Chungwoon University Hollys Coffee Co.,Seoul,Korea Kyonggi University,Korea

会议类型: 国际会议

会议名称: PAN-PACIFIC CONFERENCE XXVI(“战略创新、协作融合泛太平洋管理学会第26届年会)

会议地点: 深圳

会议语种:英文

页码: 163-165

在线出版日期: 2009-06-01（万方平台首次上网日期，不代表论文的发表时间）