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Miller, J. A., "Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements," in H.K. Hunt ed., Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, 1977, 72-91.
Molly I. Rapert and Brent M. Wren, "Service quality as
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소비자 만족
1.2 쇼핑 가치
1.3 온라인 소비자의 특성
1.4 오프라인 소비자의 특성
2. 연구방법 및 절차
2.1 연구문제
2.2 자료 수집 및 분석
3. 연구결과 및 논의
3.1 온라인
3.2 오프라
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Consumer Research,
256-261.
Yuksel, Atila & Mike Rimmington(1998), Customer-satisfaction measurement(restaurant
and hospitality industries). Cornell Hotel & Restaurant Administration
Quarterly, Dec v39 I6 p60(1). I. 서론
II. 이론적 배경
1. 전자상거래의 현황
2. 소비자만족의 개
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소비자 행태 분석에 관한 연구, 1998
DeLone, E. H., McLean, E. R., " Information System Sucess : The Quest for the Dependent Variable" Information Systems Research,3(1) 1992,
John E. Swan and Linda J. Combs, "Product Performance and Consumer Satisfaction : A New
Concepet" , Journal of Marketing, 40,
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satisfaction decisions. J Marketing Res 17(4): 460-469.
Parasuraman AZeithaml VABerry LL (1985). A conceptual model of service quality & Its implications for future research. J Marketing 49(4): 41-50.
Zeithaml VAParasuraman ABerry LL (1988). SERVQUAL: A multiple-item scale for measuring consumer per
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Consumer Grudgeholding," Journal of Consumer
Satisfaction, dissatisfation and Complaining Behavior, 1 (1988), pp. 116-8.
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Service Organization," Journal of Consumer Affairs, vol. 25, no. 2(Winter 1991), pp.
295-32
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TCSM 개요 (Total Consumer Satisfaction Management)
I. 개요
1.TCSM(Total Consumer Satisfaction Management) System
2.TCSM System의 필요성
1)판매 변화
2)중요한 전달자 역할
3)높아진 고객위상
II.Operation
1.판매 변화
2.중요한 전달자 역할
3.높아진 고객위상
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Consumer Satisfaction in Relation to Disconfirmation Service Quality and Attribution-Based Theories," in Marketing Theory and Application, Chris T. Allen et. al. eds, Chicago: American Marketing Association.
[12] Reichheld, Frederick E.(1992), "Loyalty Based Management," Harvard Business Review, Vol
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consumer\'s delivery service quality perception and satisfaction in food service industry based on the types of food-related life-style. J Korea Contents Assoc 2014; 14(8): 406-415.
(5) Yeo VC, Goh SK, Rezaei S. Consumer experiences, attitude, and behavioral intention toward online food
deliver se
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