목차
Ⅰ. 서론
Ⅱ. 이론적 고찰
1. 서비스 품질
2. 서비스품질의 평가모형
3. 서비스품질의 측정방법
4. 의료서비스의 품질적 특성
Ⅲ. 연구조사방법
1. 변수의 정의와 측정
2. 자료수집 및 분석방법
Ⅳ. 분석결과 및 해석
1. 측정도구의 신뢰성 및 타당성 분석
(1) 신뢰성 검증
(2) 타당성 검증
(3) 고객과 관리자간의 서비스품질 수준에 대한 인식도의 차이분석
(4) 겸손지수와 자만지수
Ⅴ. 결론
<참고문헌>
Ⅱ. 이론적 고찰
1. 서비스 품질
2. 서비스품질의 평가모형
3. 서비스품질의 측정방법
4. 의료서비스의 품질적 특성
Ⅲ. 연구조사방법
1. 변수의 정의와 측정
2. 자료수집 및 분석방법
Ⅳ. 분석결과 및 해석
1. 측정도구의 신뢰성 및 타당성 분석
(1) 신뢰성 검증
(2) 타당성 검증
(3) 고객과 관리자간의 서비스품질 수준에 대한 인식도의 차이분석
(4) 겸손지수와 자만지수
Ⅴ. 결론
<참고문헌>
본문내용
investigation," Health Service Research, Vol. 26, No. 6, pp. 767-786.
Bloom, P. N. (1984), "Effective marketing for professional services," Harvard Business Review, Vol. 62, Iss. 51, pp. 102-110.
Bolton, R. N. and J. H. Drew (1991), "A multistage model of customers assessments of service quality and value," Journal of 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 perceptions of service quality: An assessment of the SERVQUAL dimensions," Journal of Retailing, Vol. 66, Iss. 1, pp. 33-55.
Cronin, J. J. and S. A. Taylor (1992), "Measuring service quality: A re-examination and extension," Journal of Marketing, Vol. 56, Iss. 3, pp. 55-68.
Fitzsimmons, J. A. and R. S. Sullivan (1982), Service operations management, N.Y., McGraw-Hill Book Company.
Glassman, M. and N. Glassman (1981), "A marketing analysis of physician selection and patient satisfaction," Journal of Health Care Marketing, Vol. 1, Iss. 4, pp. 25-31.
Gronroos, C. (1984), "A service quality model and its marketing implication," European Journal of Marketing, Vol. 18, No. 4, pp. 36-44.
Gronroos, C. (1990), Service management and marketing: Managing the moments of truth in service competition, Massachusetts: Lexington Books.
Lewis, C. R. and B. H. Booms (1983), "The marketing of service quality," In emerging perspectives on service marketing, eds., Berry, G., Shostack, F., Upah, American Marketing, Chicago.
Mangold, G. G. and E. Babakus (1991), "Service quality: The front-stage vs. the back-stage perspective," Journal of Service Marketing, Vol. 5, No. 4, pp. 59-70.
Oliver, R. L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions," Journal of Marketing Research, Vol. 17, Iss. 4, pp. 460-469.
Parasuraman, A. V., V. A. Zeithaml and L. L. Berry (1985), "A conceptual model of service quality and its implications for future research," Journal of Marketing, Vol. 49, Iss. 4, pp. 41-50.
Parasuraman, A. V., V. A. Zeithaml and L. L. Berry (1988), "SERVQUAL: Multiple-item scale for measuring consumer perceptions of service quality," Journal of Marketing Research, Vol. 64, Iss. 1, pp. 12-40.
Pauly, M. V. and M. A. Satterthwaite (1981), "The pricing of primary care physician services: A test of the role of consumer information," Journal of Economics, Vol. 12, pp. 488-506.
Swartz, T. A. and N. Stephens (1982), "Information search for services: The maturity segment," Advance in Consumer Research, Vol. 10, Iss. 2, pp. 244-249.
Swartz, T. A. and S. Brown (1991), "Consumer and provider expectations and experiences in evaluating professional 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.
Bloom, P. N. (1984), "Effective marketing for professional services," Harvard Business Review, Vol. 62, Iss. 51, pp. 102-110.
Bolton, R. N. and J. H. Drew (1991), "A multistage model of customers assessments of service quality and value," Journal of 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 perceptions of service quality: An assessment of the SERVQUAL dimensions," Journal of Retailing, Vol. 66, Iss. 1, pp. 33-55.
Cronin, J. J. and S. A. Taylor (1992), "Measuring service quality: A re-examination and extension," Journal of Marketing, Vol. 56, Iss. 3, pp. 55-68.
Fitzsimmons, J. A. and R. S. Sullivan (1982), Service operations management, N.Y., McGraw-Hill Book Company.
Glassman, M. and N. Glassman (1981), "A marketing analysis of physician selection and patient satisfaction," Journal of Health Care Marketing, Vol. 1, Iss. 4, pp. 25-31.
Gronroos, C. (1984), "A service quality model and its marketing implication," European Journal of Marketing, Vol. 18, No. 4, pp. 36-44.
Gronroos, C. (1990), Service management and marketing: Managing the moments of truth in service competition, Massachusetts: Lexington Books.
Lewis, C. R. and B. H. Booms (1983), "The marketing of service quality," In emerging perspectives on service marketing, eds., Berry, G., Shostack, F., Upah, American Marketing, Chicago.
Mangold, G. G. and E. Babakus (1991), "Service quality: The front-stage vs. the back-stage perspective," Journal of Service Marketing, Vol. 5, No. 4, pp. 59-70.
Oliver, R. L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions," Journal of Marketing Research, Vol. 17, Iss. 4, pp. 460-469.
Parasuraman, A. V., V. A. Zeithaml and L. L. Berry (1985), "A conceptual model of service quality and its implications for future research," Journal of Marketing, Vol. 49, Iss. 4, pp. 41-50.
Parasuraman, A. V., V. A. Zeithaml and L. L. Berry (1988), "SERVQUAL: Multiple-item scale for measuring consumer perceptions of service quality," Journal of Marketing Research, Vol. 64, Iss. 1, pp. 12-40.
Pauly, M. V. and M. A. Satterthwaite (1981), "The pricing of primary care physician services: A test of the role of consumer information," Journal of Economics, Vol. 12, pp. 488-506.
Swartz, T. A. and N. Stephens (1982), "Information search for services: The maturity segment," Advance in Consumer Research, Vol. 10, Iss. 2, pp. 244-249.
Swartz, T. A. and S. Brown (1991), "Consumer and provider expectations and experiences in evaluating professional 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.
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