음식배달 O2O 플랫폼 노동자의 서비스태도와 서비스품 질이 고객감정반응과 고객행동의도에 미치는 영향
The Effect of Food Delivery O2O Platform Workers’ Service Attitude and Service Quality on Customer Emotional Response and Customer Behavioral Intention
- 발행
- 2022 등록KCI API에는 발행일 항목이 없어 원문 등록일을 쓰고 있습니다. 실측으로 발행보다 최대 6년 늦습니다 — 재수집하면 발행연월로 바뀝니다.
- 소속·발행
- 경민대학교
- 출처
- 국내 KCI
- 원문
- 원문 보기 ↗
개념
키워드
Food Delivery O2O Platform Worker, Service Attitude, Service Quality, Customer Emotional Response, Customer Behavioral Intention, Food Delivery O2O Platform Worker, Service Attitude, Service Quality, Customer Emotional Response, Customer Behavioral Intention
초록
The purpose of this study is to investigate the effects of service attitudes and service quality of food delivery O2O platform workers working in food delivery companies on customer emotional response and customer behavioral intentions. Research is needed to find factors that satisfy consumers in the food delivery market and factors that consumers value in the process of food delivery and to use them for effective marketing of restaurant and delivery companies. An online survey was conducted from November 1 to November 6, 2021 for customers who have used the delivery food service. Out of a total of 265 copies, 245 copies were used for analysis, excluding insincere responses. Through these research results, it is intended to derive theoretical and practical implications for the study of the importance of the service role of delivery workers and customer behavior, and to seek effective improvement directions for the delivery service of the O2O catering platform.