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과정 모델
Ⅳ. 서비스 질의 측정과 관련한
주요 논쟁점과 제언
1. 기대의 개념과 역할
2. 서비스 질의 결정과정
3. 서비스 질의 구성차원
4. 서비스 질의 평가척도와
측정항목
5. 서비스 질과 고객만족의 관계
Ⅴ. 결론
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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), "Online-Service
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Management and Marketing: Managing the Moments of Truth in Service Competition. USA: Lexington Books.
Oh, H. & Parks, S. C. (1997). Customer Satisfaction and Service Quality: A Critical Review of the literature and Research Implications for the Hospitality Industry. Hospitality Research Journal, 20(
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relationships among price perception, information search and experience, quality perception and private brand preference.
Third, to test hypotheses derived from the research model of this study and to attempts to explain how to have the effect the private brand preference.
Marketing implications of
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Marketing chicago, IL: American Marketing Association.
Zeithaml, V. A., L. L. Berry and A. Parasuraman (1993), "The Nature and Determinants of Customer Expectations of Service," Journal of the Academy of Marketing Science, 21(!).
<Abstract>
Empirical Research on Structural Relationship among S
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relationship among these five service quality factors, overall customer satisfaction, and recommendation to other customers, it was found that these quality factors influence customer satisfaction and customer satisfaction in turn leads to recommendation to other customers.
The findings of this stu
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Management, Vol.18. No.2, 1998, pp.91-101.
Noordeweir, Thomas G., George John and John R. Nevin, "Performance Outcomes of Purchasing Arrangements in Industrial Buyer-Vendor Relationships," Journal of Marketing, Vol. 54, No. 4 (October 1990), pp.80-93.
Oliver, R. Keith and Michael D. Webber, "Supply-
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Marketing, Vol. 25, No. 6(October), pp. 59-62.
[15] Meeter, C.(1989), "Implications of New Interactive Technologies for Conceptualizing Communication", in J. L. Salvaggio and J. Bryant(eds.), Media Use in the Information Age: Emerging Patterns of Adoption and Customer Use(NJ: Lawrence Erlbaum Associ
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