2014 Fiscal Year Final Research Report
Healings at resorts from the viewpoint of interpersonal service.
| Project/Area Number |
24611018
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| Research Category |
Grant-in-Aid for Scientific Research (C)
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| Allocation Type | Multi-year Fund |
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| Section | 一般 |
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| Research Field |
Tourism Studies
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| Research Institution | Bunkyo University |
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Principal Investigator |
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| Co-Investigator(Kenkyū-buntansha) |
OGUCHI Takashi 立教大学, 現代心理学部, 教授 (70221851)
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| Project Period (FY) |
2012-04-01 – 2015-03-31
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| Keywords | リゾート / 癒し / 対人サービス / 顧客満足 / ロイヤルティ行動 / 職務満足 |
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| Outline of Final Research Achievements |
The interviews were conducted with hotels at resort in Japan and in the United States.The results of interviews revealed that two kinds of services, “service concerned with tourist's privacy”and “service based on individual tourist needs“, were important to enhance tourist's emotional healing and tourist satisfaction. Based on the results, we postulated four hypotheses. This study was conducted by Internet survey. We collected 624 tourist evaluations. Covariance structure analysis was performed. Interpersonal service was a significant antecedent of tourist's emotional experiences. Tourist's emotional experiences significantly affected tourist satisfaction, trust and loyalty behavior. We also collected 413 employee evaluations. We postulated three hypotheses. This study was conducted by Internet survey. Covariance structure analysis was performed. Reward and training, information system, empowment significantly affected job satisfaction and interpersonal service.
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| Free Research Field |
観光学
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