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of Business Education 44(1):65-92.
Lee AJPark DHPark JW (2003). Effect of the 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 Qu
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and Dick Schaaf (1990), The Service Edge: 101 Companies That Profit from Customer Care, New York: New American Library.
<Abstract>
A Study on the Relation between the Severity of
Service Failure and Recovery Satisfaction in the
Hotel and Restaurant Industry
- Focused on Perceived Justice -
Y
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and Murali Chandrashekaran(1998), "Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing," Journal of Marketing, Vol. 62, April, pp. 60-76.
[14] Stephen W. Brown and Teresa A. Swartz(1989), "A Gap Analysis of Professional Service Quality," Journal of Marketin
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Perceived Price Effects on Service Repurchase Intention: Toward a Disconfirmation Model of Price, Quality, Satisfaction, Value, and Brand Name", DBA, Nova Southeastern University, (1999), pp. 41-57.
Martine W. B., "A New Approach to the Understanding and Teaching of Service Behavior", Hospitality Ed
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relationship quality)에 대한 연구 주제가 또한 활발히 발전되어져 왔다. 기존의 연구들은 주로 서비스산업의 기업과 그들의 고객간의 관계의 질을 측정해 왔으며, 또한 공급자인 제조업자와 판매자인 유통업자 사이의 관계를 연구하기도 하였다.
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and re-use intention and to establish the conceptual framework for the relationship between customer and service supplier. This research employs LISREL 8.30 for an empirical approach. With consumers in beauty shops supplying intangible and autonomous-oriented services, it was found that (1) perceive
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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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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 C
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in Online Auctions: Their Antecedents and Outcomes, Journal of Retailing and Consumer Services
29. Lindquist Jay D.(1975), Meaning of Image, Journal of Retailing, 50(Winter)
30. Moorman, Christine, Gerald Zaltman and Rohit Deshpande(1992), Relationships Between Providers and Users of Market Research
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of Marketing. Vol.59 (April), 1995, pp.71∼82.
Zeithaml, V.A. & M.J.Bitner, Services Marketing : integrating customer focus across the firm, 2nd ed., McGraw-Hill Co. Inc., 2000, pp. 88∼96. Ⅰ. 서론
1. 연구의 배경 및 목적
2. 연구의 방법
Ⅱ. 서비스 생산관리에 관한 이론적 배
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