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소비자준거가격의 폭에 관한 의미
광고소구의 유형에 대한 기존 문헌의 고찰
연구가설
광고유형과 준거가격과의 관계
소비자 지식과 준거가격의 폭과의 관계
브랜드명과 준거가격의 수준과의 관계
관여도와 준거가격의 수준과의 관계
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Quality, Consumer Affairs/Quality Department, The First National Bank of Chicago, 1990, p. 27.
Sellers, P., "How to Handle Customers' Gripes," Fortune, October 24, 1988, pp. 88-100.
Bitner, M. J., B. M. Booms, and M. S. Tetreault, "The service Encounter: Diagnosing
Favorable and Unfavorable Incident
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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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Consumer Research, Vol. 17, Iss. 4, pp. 375-384.
Boulding, W., A. Karia, R. Staelin and V. A. Zeithaml (1993), "A dynamic process model of service quality: From expectations to behavioral intentions," Journal of Marketing Research, Vol. 30, Iss. 1, pp. 2-27.
Carman, J. M. (1990), "Consumer perceptio
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Conclusion
Diverse dimensions of Product Quality
Pursue different dimensions of Quality simultaneously
Different dimensions of quality are compatible
(No Trade- Offs, High quality and low cost is possible)
Focus on target
Understanding consumer perception of quality,
Looking
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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 perceptions of service quality. J Retailing 64(1): 12-40.
Rust RTZahorik AJKeiningham TL (1995). Return on quality(ROQ): Making se
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Consumer 6th, Prentice Hall.
Grace I. Kunz (1998). Merchandise; Theory, Principles and
Practice, Fairchild.
O'Neal, G. B., Hines, J. D. and Jackson, H. O. (1990).
"Interpreting the Meaning of Consumer Perceptions of Clothing Quality", ACPTC Proceedings, Monument, CO: The Association of College P
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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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Consumer Perception of service Quality. Journal of Retailing, 64(1): 12-40.
Ryan, C. & Cliff, A. (1997). Do Travel Agencies Measure up to Customer Expectation? An Empirical Investigation of Travel Agencies' Service Quality as measured by SERVQUAL Model. Journal of Travel and Tourism Marketing, 6(2):
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quality really mean?, Sloan Management Review, Vol. 26, No. 1, Fall 1984, pp.25-28.
키워드 ; 고객만족경영, CSM, Customer Satisfaction Management, 고객서비스, 고객만족서비스, 소비자 우선
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경영학 1. 고객 만족 경영의 개념
2. 일본의 사례
가. 일본 기업들의 사
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