서비스 질의 측정 개선을 위한 연구

목차

Ⅰ. 서론

Ⅱ. 서비스 질의 개념과 특성
1. 서비스의 개념과 특성
2. 서비스 질의 개념
3. 서비스 질의 특성

Ⅲ. 서비스 질의 주요 측정 모델
1. SERVQUAL 모델
2. SERVPERF 모델
3. EP 모델
4. 동적 과정 모델

Ⅳ. 서비스 질의 측정과 관련한
주요 논쟁점과 제언
1. 기대의 개념과 역할
2. 서비스 질의 결정과정
3. 서비스 질의 구성차원
4. 서비스 질의 평가척도와
측정항목
5. 서비스 질과 고객만족의 관계

Ⅴ. 결론

본문내용

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키워드

서비스질,   결정과정,   구성차원,   기대의 개념,   고객만족,   서비스 제공