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Service Quality on Satisfaction and Behavioral Intentions of Customers. Korean J Hospitality Administration 19(4): 187-206.
Kwon MYJung HKHan DY (2006). A Study on How Service Quality of Family Restaurant Exert a Significant Influence Customer Satisfaction and Revisit Intention. Korea Association of
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Justice, Interactional Justice, Distributive Justice, Severity
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* Assistant Professor, Kimcheon College, Kimcheon, Korea.
** Professor, Yeungnam University, Kyongsan, Korea.
27 Ⅰ. 서 론
Ⅱ. 연구배경 및 가설설정
2.1 서비스
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Recovery Relationships, Journal of Services Marketing, in Press.
Zeitharnl, Valarie A., Leonard L. Berry and A. Parasuraman(1996), The bahavioral consequences of service quality, Journal of Marketing, 60(April), 31-46. Ⅰ. 문제제기 및 연구방법.
Ⅱ. 정의 및 이론적 배경.
2.1. 서비스 실패
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service quality," Journal of the Academic of Marketing Science, Vol. 17, No. 2, pp. 189-195.
Zeithaml, V. A., A. Parasuraman, and L. L. Berry (1990), Delivering quality service, The Free Press. Ⅰ. 서론
Ⅱ. 이론적 고찰
1. 서비스 품질
2. 서비스품질의 평가모형
3. 서비스품질의 측
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Service Recovery," Harvard Business Review, July-August, pp. 148-156.
[7] Heskett, J. l., T. O. Jones, G. W. Loveman, W. E. Sasser, Jr, and L. A. Schlesinger(1994), "Putting the Service-Profit Chain to Work," Harvard Business Review, Vol. 72, March-April, pp. 164-174.
[8] Kelley, Scott W., K. Dougla
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Service Quality on Satisfaction and Behavioral Intentions of Customers. Korean J Hospitality Administration 19(4): 187-206.
Kwon MYJung HKHan DY (2006). A Study on How Service Quality of Family Restaurant Exert a Significant Influence Customer Satisfaction and Revisit Intention. Korea Association of
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