국제항공특송업의 지각된 대기시간이 서비스품질평가에 미치는 영향에 관한 연구

• 영문명: The Effect of Perceived Waiting Time on Evaluation of Service Quality in International Air Express service
• 발행기관: 한국국제상학회
• 저자명: 최성광(Sung-kwang Choi) 하명신(Myung-shin Ha) 권신혜(Sin-hye Kwon)
• 간행물 정보: 『국제상학』國際商學 第24卷 第4號, 29~50쪽, 전체 22쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2009.12.30

영문 초록

There have been many studies regarding the waiting as a marketing issue, however not much is about the effects of waiting on the satisfaction with its service Thus study focuses on the investigation what influenced waiting time on service quality evaluation in international air express service The findings are that first, negative emotion of waiting time was accepted and acceptability of waiting time was rejected in the relation of waiting time and emotional response Second, it was verified that emotional response had significant affections on service quality In conclusion, the international air express service companies, who are confronted with the customers, must establish a management strategy that could supply various conveniences to customers and switch negative emotions into positive emotions In addition, it needs to maintain them constantly with service-oriented posture in international air express service company

목차

Ⅰ 서론

Ⅱ 이론적 고찰

Ⅲ 연구 설계

Ⅳ 실증분석

Ⅴ 결론

참고문헌

키워드

waiting time acceptability negative emotion service quality