servqual모델기반으로 한 현대오일뱅크의 서비스 품질 향상방안 연구

소개글

servqual모델기반으로 한 현대오일뱅크의 서비스 품질 향상방안 연구에 대한 보고서 자료입니다.

목차

1. 연구배경 및 목적
2. 이론적 배경
3. 연구대상 및 방법
4. 통계분석(실증분석)
5. 결론
6. Q&A

본문내용

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Gotlieb, Jerry B., Dhruv Grewal, and Stephen W. Brown(1994), "Customer Satisfaction and Perceived Quality : Complementary or Divergent Constructs?", Journal of Applied Psychology, 79(6), 875-85
Gronroos, Christian(1984), "A service Quality Model and Its Marketing Implication", European Journal of Marketing, 18, 4, 36-44
Gronroos, Christian(1988), “Service Quality : The Six Criteria of Good Perceived Service Quality", Review of Business, 9(Winter)
Mark Michelson,　“Taking the Mystery Out Of Mystery Shopping”, Mystery Shopping Providers Association, USA
Oliver, Richard L.(1993), "A Conceptual Model of Service Quality and Service Satisfaction : Compatible Goals, Different Concepts", 65-85 in Teresa A. Swartz. David H. Bowen, and Stephen W. Brown(Eds.), Advances in Services Marketing and Management, 3, Greenwich, CT : JAI Press
Oliver, Richard L.(1997), "Effect of Expectation and Disconfirmation of Post-exposure Product Evaluation: An Alternative Interpretation:, Journal of Applied Psychology, Vol.62, 480-486.
Parasuraman,A.,Valerie A. Zeithaml, and Leonard L. Berry(1988), "SERVQUAL : A Multiple Item Scale for Measuring Customer Perceptions of Service Quality", Journal of Retailing, 64(1), 12-40
Rathmell, J. M.(1974), "Marketing in the service sector", Cambridge, MA: Winthrop.
Rust, Roland T., Anthony J. Zahorik, and Timothy L. Keiningham(1995), "Return on Quality(ROQ) : Making Service Quality Financially Accountable", Journal of Marketing, 59(April), 58-70
Rust, Ronald T. and Richard L. Oliver(1994), "Service Quality : Insights and Managerial Implications from the Frontier", in Service Quality : New Directions in Theory and Practice, Ronald T. Rust and Richard L. Oliver(Eds.), Thousand Oaks, CA : Sage Publications, 1-19
Spreng, Richard A. and Robert D. Mackoy(1996), "An Empirical Examination of a model of Perceived Service Quality and Satisfaction", Journal of Retailing, 72(2), 201-14
Taylor, Steven A. and Thomas l. Baker(1994), "An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Customers' Purchase Intentions", Journal of Retailing, 70(Summer), 163-78
Westbrook, R. A.(1987), "Product/Consumption-Based Affective Responses and Post Purchase Process", Journal of Marketing Research, Vol.20, (August), 258-270.
Woodside, Arch G., Lisa L. Frey, and Robert Timothy Daly(1989), "Linking Service Quality, Customer Satisfaction, and Behavioral Intention", Journal of Health Care Marketing, 9(December), 5-17
V. A. Zeithaml, A. Parasuraman and L. L. Berry(1990), "Delivering quality service", The Free Press, 22.
Zeithaml, Valarie A.(1988), "Customer Perceptions of Price, Quality and Value : A Means-End Model and Synthesis of Evidence", Journal of Marketing, 52(July), 2-22

키워드

servqual모델,   servqual,   현대오일뱅크,   서비스 품질향상,   현대오일뱅크 성공사례