미용서비스 이용자의 대기특성이 고객만족과 재방문의도에 미치는 영향
The Effect of Perceived Waiting- Time's Characteristics on Customer Satisfaction and Revisit Intention of Beauty Service User
0
조회
0
다운로드
6
인용
0
참고문헌
키워드
초록
There have been many studies regarding the waiting time as a marketing issue, however not much is about the effects of waiting on the satisfaction with its service. This study focuses on the investigation what influenced waiting time on customer satisfaction and revisit intention in service of beauty industry. In this situation, recently, it has been suggested that the management of waiting time is one of the sustainable competitive advantages. Based on previous literatures, this thesis proposes the structure about Perceived Waiting Time(disconfirmation of wait time expectation, transaction importance, waiting cost, controllability, fairness and waiting environment), Customer Satisfaction and Revisit Intention. The survey data has obtained from beauty service user. The purpose of this thesis is to find the impact of transaction importance, waiting cost, waiting environment on customer satisfaction. And the impact of customer satisfaction on revisit intention. In addition, this thesis suggests waiting environment as prior factor to customer satisfaction.
Abstract
There have been many studies regarding the waiting time as a marketing issue, however not much is about the effects of waiting on the satisfaction with its service. This study focuses on the investigation what influenced waiting time on customer satisfaction and revisit intention in service of beauty industry. In this situation, recently, it has been suggested that the management of waiting time is one of the sustainable competitive advantages. Based on previous literatures, this thesis proposes the structure about Perceived Waiting Time(disconfirmation of wait time expectation, transaction importance, waiting cost, controllability, fairness and waiting environment), Customer Satisfaction and Revisit Intention. The survey data has obtained from beauty service user. The purpose of this thesis is to find the impact of transaction importance, waiting cost, waiting environment on customer satisfaction. And the impact of customer satisfaction on revisit intention. In addition, this thesis suggests waiting environment as prior factor to customer satisfaction.
참고문헌 (21)
- Parasuraman, A, "Refinement and reassessment of the SERVQUAL Scale", Journal of Retailing, 67, pp.420~450 (1991)
- Stigler, G. L, "The Econimics of Information", Journal of Political Economy, 59, pp.213~215 (1994)
- Leclerc, E, "Waiting Time and Decision Making: Is Time Like Money", Journal of Consumer Research, 22, pp.110~119 (1995)
- Katz, K. L, "Perscription for the waiting-in-line blues: entertain, enlighted, and engaged", Sloan Management Review, 32, pp.44~53 (1991)
- Taylor, S, "Waiting for service: The relationship between delays and evaluations of service", Journal of Marketing, 9(5), pp.56~59 (1994)
- Hui, M. K, "What to tell consumers in waits of different lengths: An integrative model of service evaluation", Journal of Marketing, 60(2), pp.81~90 (1996)
- Maister, D, "The psychology of waiting lines. In The service Encounter", pp.113~123 (1985), Lexington Books
- Davis, M. M, "How disconfirmation perception and actual waiting time impact customer satisfaction", International Journal of Service Industry Management, 9(1), pp.64~73 (1998)
- Horik, J, "Subjective vs. objective time measure: A note on the perception of time in consumer behavio", Journal of Consumer Research, 24(4), pp.469~479 (1998)
- Katz, K. L, "Perscription for the waiting-in-line blues: entertain, enlighted, and engaged", Sloan Management Review, 32, pp.44~53 (1991)
- Smidts, A, "How waiting affects customer satisfaction with the service: The role of subjective variables, management of service:A multidisciplinary approach", Proceedings of the Third International Research Seminar 10 Service Management (1994)
- Jones, P, "Management perceptions of waiting times in service queues", International Journal of Service Industry Management, 7(5), pp.47~61 (1996)
- Katz, K. L., "Perscription for the waiting-in-line blues: entertain, enlighted, and engaged", Sloan Management Review, 32, pp.44~53 (1991)
- Jones, P, "Management perceptions of waiting times in service queues", International Journal of Service Industry Management, 7(5), pp.47~61 (1996)
- Pruyn, A, "Effects of Waiting of the Satisfaction with the Service: Beyond Objective Time Measures", International Journal of Marketing, 49(4), pp.41~50 (1996)
- Davis, M. M, "A framework for relating waiting time and customer satisfaction in a service operation", The Journal of Service Marketing, 40, pp.61~69 (1990)
- Davis, M. M, "An analysis of customer satisfaction with waiting times in a two-stage service process", Journal of Operation Management, 9(3), pp.324~334 (1990)
- Houston, Mark R, "Berrencourt and Sutha Wenger, The Relationship Between Waiting in a Serviec Queue and Evaluations of Service Quality: A Field Theory Perspective", Psychology & Marketing, 15 (1998)
- 박유식, "지각된 대기시간과 서비스 생산시간이 품질평가에 미치는 영향", 소비자 문화연구, 2(2), pp.109~130 (1999)
- Reichheld, F, "The loyalty effect" (1996), Harvard Business School Press
- Bitner, M. J, "Evaluation service encounters: The effects of Physical surroundings and Employee Responses", Journal of Marketing, 54(2), pp.69~82 (1990)