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서비스 보증 속성과 고객의 지각된 보증효력 및 서비스 품질의 관계에 관한 연구

The Relationship between the attributes of Service Guarantees, Guarantees' Effect and Perceived Service Quality

김립인
한국상품학회 (Korean Academy Of Commodity Science & Technology)|2005.12|상품학연구 (Journal of Product Research)|제23권 제3호|pp. 1-25

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참고문헌

주제분류경영학

초록

Abstract

This study has investigated the relationship between the attributes of service guarantees, Guarantees' effect and perceived service quality. Six attributes of service guarantees such as restrictiveness, clearness, appropriateness, differentiation, confidence and convenience were arranged to examine the effects of the service guarantees' effect and perceived service quality. In survey, data were collected from 289 retail store users, and then covariance structure modeling through AMOS was used to test the hypotheses. The survey results show that the restrictiveness, clearness, appropriateness, confidence and convenience of guarantees significantly influence service guarantees' effect, the service guarantees' effect significantly influence perceived service quality. Also it found that clearness and appropriateness do influence restrictiveness of guarantees, and confidence of guarantees significantly effect on convenience of service guarantees. From those results, marketers should consider the restrictiveness, clearness and confidence of guarantees when they try to develop an effective service guarantees program to improve service quality and customers satisfaction.

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관련 논문AI추천

서비스품질 지각이 고객만족과 고객충성도에 미치는 영향에 관한 연구김동진, 이상엽한국비교정부학회 · 한국비교정부학보2009 · 제13권 제1호지각된 품질이 고객가치 및 고객만족에 미치는 영향 연구박성규, 박인수한국유통과학회 · 유통과학연구2006 · 제4권 제2호애프터서비스 품질과 고객만족과의 관계에 관한 실증연구안영진, 안천의한국전문경영인학회 · 전문경영인연구1999 · 제2권 제1호서비스기업이 제공하는 관계효익이 관계몰입과 고객충성도에 미치는 영향박종무, 오상현, 이상철한국산업경영학회 · 경영연구2003 · 제17권 제2호서비스품질, 시장지향성, 성과와의 관계김선웅, 박성용한국상품학회 · 상품학연구2004 · 제31호고객가치가 고객만족과 재구매의도에 미치는 영향김상현, 오상현한국산업경영학회 · 경영연구2002 · 제17권 제1호

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