커피산업에서의 서비스가 감정 및 만족에 미치는 영향

초록

This research investigates the effect of service on the emotion and satisfaction in the domain of coffee business. This study examined the accessibility, comfort, price fairness, and mobile app convenience as exogenous attributes to account for the emotion and satisfaction. The research context is Starbucks. For the data collection, this research adopted Amazon Mechanical Turk using survey. This research employed structural equation model for the data analysis. It includes confirmatory factor analysis, path analysis, and correlation analysis. The results indicated that proposed attributes are significantly associated with the emotion and satisfaction. This study also found that emotion positively impacted on the customer satisfaction in the coffee service domain.

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