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서비스 회복 전략이 신뢰, 서비스 품질, 고객 만족 및 고객 충성에 미치는 영향 - 철강사의 기술서비스를 중심으로 -

The Effects of Service Recovery Strategies on Trust, Service Quality, Customer Satisfaction, and Customer Loyalty in Technical Service of a Steel Company

김성홍|김진한
한국생산관리학회 (The Korean Production And Operations Management Society)|2005.10|한국생산관리학회지 (Journal of the Korean Production and Operations Management Society)|제16권 제2호|pp. 101-130

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참고문헌

키워드

Structural Equation ModelService Recovery StrategyTechnical Service기술 서비스서비스 회복 전략구조방정식 모델철강사Steel Company
주제분류경영학

초록

근래에 주요 철강사들은 증가하는 고객 니즈에 대한 성공적인 대응을 바탕으로 경쟁우위를 강화하고자 폭넓고 다양한 기술 서비스를 제공하고 있다. 본 연구에서는 이러한 이슈에 발맞추어 포스코 기술 서비스에서 회복전략, 신뢰, 서비스 품질, 고객만족, 고객충성간의 인과관계에 대한 모형을 구축하고 검증하였다. 검증 결과, 이들 변수간에는 강한 인과관계가 존재하는 것으로 나타났다. 본 연구는 서비스 회복전략과 다른 변수간의 관계에 대한 이론적이고 실무적인 검증 결과를 보여주고 있으며, 연구의 한계와 향후 연구 방향에 대해서도 논의하였다.

Abstract

In recent years, leading steel companies provide a broad range of technical services to intensify their competitive advantage based on successfully responding to satisfying clients' increasing needs. With this trend, this study has developed and verified models about casual relationship among recovery strategy, trust, service quality, customer satisfaction and customer loyalty for POSCO's technical services. As a result of structural equation analysis, we can conclude that there is a strong casual relationship among these factors. This study shows a theoretical and practical implications about relationship between recovery strategy and other factors. The study also discusses the limitations of the study and the recommendations for further study.

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