외식업체의 서비스품질이 고객만족 및 고객이탈에 미치는 영향에 관한 연구

• 영문명: The Study about Impact of Service Quality on Customer Satisfaction & Defection in Food Service Industry
• 발행기관: 한국외식경영학회
• 저자명: 고재윤(Ko Jae Youn) 이효진(Lee Hyo Jin) 김현영(Kim Hyun Young)
• 간행물 정보: 『외식경영연구』12권 2호, 91~114쪽, 전체 23쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.04.30

영문 초록

The competitive advantage had been priority to attract new customers before the market competition became fierce. However, in the case of the modern situation, there has been a change to maintain existing customers, rather than create new customers under a competitive market situation. Especially, the food service industry is one of the market that sensitively influenced by dissatisfaction with the service, inclination of customers and social culture. Therefore, the purpose of the study is to find which part of the service quality makes customers leave and to reveal the correlation between the quality of service and the inclination of leaving customers.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구의 모형과 가설

Ⅳ. 연구결과

Ⅴ. 결론

참고문헌

키워드

Service Quality Customer Defection