서비스고객참여의 선행요인과 고객만족에 미치는 영향

키워드

참고문헌 (50)

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48. "This paper attempted to understand the conceptual nature of customer participation behaviors at service encounters and to examine empirically the antecedents and consequences of the participation behaviors. This study suggested three factors as antecedents of customer participation which include personal values . Also along with the outcome quality of service the participation behavior was proposed to take effect on customers' overall satisfa"
49. "An empirical analysis was done with data from customers that experienced oriental-medical clinic services in the last six months. A confirmatory factor analysis indicated that there exist three distinctive input dimensions underlying the participation behaviors. The empirical result showed satisfactory data-fit of proposed model and also supported four of the five research hypotheses. It was found that customer's external value"
50. "An empirical analysis was done with data from customers that experienced oriental-medical clinic services in the last six months. A confirmatory factor analysis indicated that there exist three distinctive input dimensions underlying the participation behaviors. The empirical result showed satisfactory data-fit of proposed model and also supported four of the five research hypotheses. It was found that customer's external value"