카마스터의 지각된 핵심역량 수준이 고객만족에 미치는 영향

• 영문명: The Influence of the Car Master’s Recognized Core Capability level in Achieving Customer Satisfaction: Emphasis on Mediating Effect of Moment of Truth Quality
• 발행기관: 한국유통과학회
• 저자명: 안성범(Seong-Beom An) 송인암(In-Am Song) 황희중(Hee-Joong Hwang)
• 간행물 정보: 『유통과학연구(JDS)』제11권 제4호, 37~49쪽, 전체 13쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2013.04.30

영문 초록

Purpose – This research identifies the meaning of the core capability level of Car Master and the reason why its service at the Moment of Truth should be demonstrated through empirical cases. It can be seen that this study differs from existing research because it proposes that the recognized core capability level to achieve customer satisfaction should focus on the mediating effect of Moment of Truth quality. This paper examines the effect of Car Master’s recognized core capability level on customer satisfaction by using the variables mentioned above. Moreover, this study uses regression analysis to verify that the mediating effect of Moment of Truth quality on Car Master’s capability level achieves customer satisfaction. Research design, data, and methodology - First, we present evidence that could apply to Car Master’s recognized core capability level by detailing the relationship between customer satisfaction and a structuring factor for Car Master’s core capability level. Our proposed research model observes the relationship between the structuring factor of core capability and customer satisfaction. Second, we had an opportunity to define how the core capability and Moment of Truth quality affect customer satisfaction by performing empirical analysis on the partial mediating effect of Moment of Truth quality at a recognized core capability level and Moment of Truth quality affecting customer satisfaction. Results - First, the results indicate that Car Master’s recognized core capability level (product professionalism, marketing skill, and reliability) positively affects customer satisfaction. Second, the results show that an ability to listen and a sense of dedication positively affect customer satisfaction, and are among the Moment of Truth qual-ity factors; but performance capability, which is one of the Moment of Truth quality factors, does not positively affect customer satisfaction. These results clearly differ from prior studies focused

목차

Abstract

1. 서론

2. 이론적 배경

3. 연구 모형 및 가설

4. 연구방법

5. 실증 분석 결과

6. 결론

References

키워드

Car Mater Recognized Core Capability level MOT quality Customer Satisfaction