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Service
Quality," Slogan Management Review, summer 1990, pp. 29-38.
Firnstahl, T. W., "My Employees Are My Service Guarantee," Harvard Business Review,
July-August 1989, pp. 28-32. Ⅰ. 서 론
Ⅱ. 이론적 배경
1. 서비스실패와 회복노력과의 관계
2. 서비스실패와 고객불평
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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
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Service Quality of Foodservice Industry on Customer Satisfaction, Revising Intention, and Oral Transmitting Intention. Korean J Hospitality Administration 12(1): 191-213.
Lee HS (1997). Determinants of Perceived Service Quality: In the Perspective of Judgment Theories. Korean Academic Soc Business A
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service quality\". Journal of Marketing, Vol.58(January), pp.128-131.
Fornell, C., Johnson, M. D. & Anderson, E. W.(1996), \"The american customer
satisfaction index : Nature, purpose and findings\". Journal of Marketing.
Vol.60(October), pp.7-18
Hoffman, L. D. and T. P. Novak(1996), Marketing In
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Perceived Service Quality and Satisfaction," Journal of Retailing, 72(2), pp.. 201-214.
Stalk, G.; Evans, P.; and Schulman, L.(1992), "Competing on Capabilities: The New Rules of Corporate Strategy," Harvard Business Review, March-April, pp. 57 - 69.
Steele, L.W.(1989), Managing Technology: The Stra
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서비스 품질혁신을 통하여 많은 기업이 성공을 모색하고 있음
HDO의 서비스품질혁신은 후발주자의 Catch-Up 성공구도를 보여줌
< 연구목적>
HDO의 GSI (Gas Station Service Index)모델을 기본근거로 하여,
NCSI (2006) , KS-SQI(2007) 업계1위를 기록
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Perceived Relationship Quality Components: A Confirmatory Factor Analytic Approach", Personality and Social Psychology Bulletin, 26(3), 340-354
Keller Kevin Lane (1993), "Conceptualizing, Measuring, and Managing Customer-Based Equity", Journal of Marketing, 57(1), 1-22
Linn Carolyn A. (1999), "Onlin
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Service Encounter Satisfaction: Conceptualized", Journal of Service Marketing, 9, 1(1995), p. 7. Ⅰ. 머리말
Ⅱ. 이론적 고찰
1. 호텔서비스의 개념
2. 호텔서비스 속성의 개념과 측정
3. 호텔 서비스 품질의 개념과 측정
4. 만족의 개념과 측정
5. 행동의도
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Perceived Service Quality and Satisfactions," Journal of Retailing, 72(2).
Swan, J. E., I. F. Trawick, and D. W. Silva, (1985), "How Industrial Salespeople Gain Customer Trust", Industrial Marketing Management, 14(3).
Teas, R. Kenneth (1993), "Expectations, Performance Evaluation and Consumers' Perc
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services on the qulality factors customers consider important, as customer satisfaction leads to recommendation to other customers, and thus increase in their market shares.
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* Professor, Dept. of Business Administration, Cheju National University. Ⅰ. 서 론
Ⅱ. 이론적 고찰
2.1 서
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