서비스산업에서 서비스품질과 관계적 요인의 영향 분석

• 영문명: Effects of Service Quality and Relational Characteristics in a Service Industry
• 발행기관: 한국상품학회
• 저자명: 한상린(Sang Lin Han)
• 간행물 정보: 『상품학연구』제28호, 69~79쪽, 전체 11쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2003.04.01

영문 초록

The effect of the quality of service has been one of the very important topics of many marketing researches. Most previous studies have focused on the use and application of SERVQUAL developed by Parasuraman et al. (1988). This study investigates the mediating roles of relational characteristics - satisfaction, trust, and commitment - during the process of the effects of service quality on customer retention and word-of-mouth in the family restaurant industry. LISREL was used to analyze the research hypotheses and the proposed model. Commitment was the most important determinant of customer retention and, trust was the most important factor of word-of-mouth effect. Managerial implications and limitations of the study were also discussed.

목차

Ⅰ. 서론 및 연구의 배경

Ⅱ. 이론적 배경과 연구가설의 설정

Ⅲ. 연구 방법 및 가설 검증

Ⅳ. 결론 및 관리적 시사점

참고문헌

Summary